Personalize Service Delivery SOS provides the direct connection from the customer’s mobile device to the support agent using Service cloud. This feature is available on mobile apps through which companies can embed customer support through live agent video chat, audio chat,   screen sharing ability & it will give an engaging & memorable service experience to the customers. The SOS Mobile SDK for iOS or Android  must be embedded into your application, and should also be configured to point to your SOS-enabled Service Cloud Org. It is the medium through which you can connect to your customers in an easiest way. Through this agent is able to look into the customer’s issues & can resolve them in the comfortable manner i.e. through face to face communication i.e. video chats.  It is the app in which you can add the Help button on your iOS or Android mobile. So, whenever the customer wants to get connect with their agents they can connect through video or audio option available. Earlier, the customers have to connect with the person whose Name or face both are not known. But now with a one click they can easily connect to the agents along with the personalized information & also the agents provide the app guidance along with the screenshots.   Diagnose & solve Customer Queries on time Save time & money – Agents can diagnose the problem & can easily give the support anytime, anywhere. Face to Face – With SOS, a 1:1 connection with the customers is just a click away. Customer Support – It provides the faster customer support hence providing the satisfaction to the clients.   SOS Customers View Agent Stream View: It consists of the real time video of the agent in which he must be assisting a User during the session. Local Audio Mute Button: It is used to mute the User’s audio from being sent to the agents. End Session Button: It provided the functionality of ending the SOS session i.e. disconnects the communication of User with their agent. Camera Button: It provides the general functionality of mobile device’s camera only to send the real time video to the client. Agent Annotations: It shows the real time agents drawing on the top of the application screen.   SOS User Interface In your mobile application, the primary SOS user interface is a device which controls the real time video stream of the assisting agent & it consists of the total four buttons to control the feature of audio, video, camera & end to session. Supported Mobile Devices SOS supports the integration into native applications for the following mobile devices: iPhone 4s or newer iPad 2 or newer iPad mini (all variants) iPad air (all variants) iPad touch (6th generation – 2015) Android devices running API level 14+ The agents dealing/ responding to the SOS calls needs to have the modern browsers & reasonably high quality of internet facility to handle the real time audio & video with full clarity as to meet the customer’s requirement in much efficient way. Supported Operating Systems iOS 8 or newer Android API Level 14+ Service Cloud Agent requirements Camera Microphones OSX 10.5 or newer Windows 7 or newer If you need Salesforce Consulting Services for any Salesforce related work, then please feel free to reach out to sales@girikon.com

Salesforce launched Lightning Voice feature in its Summer’16 release to connect to your customers in a whole new way i.e. to support the customers anywhere in the world with any telephony environment. It is out of the box solution through which Voice Calls can be generated within Sales Cloud. Now, Users will be able to make calls, receive calls or automatically log calls, take notes all within a single platform. Also the Salesperson has the ability to localize the person & thus match the contact’s region. It is the easiest way which Salesforce committed for interacting with clients. Now, Salespeople can sell faster & smarter after the delivery of Lightning Voice in Sales Cloud. The major advantages: Increase Sales productivity – Users can speed up the process of calling a customer or prospect by dialing them with a single click from Sales Cloud Lightning. In additional feature when a Lead, Contact or Account is created in the field Sales Team will get the notification along with the Account record created & automatically the Account record gets created which contains the Contact Number of the clients so that the Sales Person can instantly call them with a single click. Deal with Smarter conversations – Communication gets new dimensions with Lightning Voice. Whenever the prospects call the answering can be easily done within the Sales Cloud by the reps & also they can view the prospects valuable data along with their Sales history. Automatically Log Calls – With Lightning Voice process, any inbound i.e. call by the Prospects or outbound call i.e. calls by reps can be done. Take the Notes – During a call, the Users can instantly make down their Notes against the call record for Follow Up or if any work has to be done which will thus get save in the record. Sales People to localize the number to match the Contact’s region – Users can choose a number i.e. local to the Contact’s number & when the call comes in you can navigate directly to the Contact’s number & then can be called directly within Salesforce. Reduce Data Entry & thus increases productivity – Now during a call only we can make notes for the reminder purpose & thus we can say bye to sticky notes or napkin scribbles. Time saving: The usage of Lightning Voice saves time and also manual efforts. Ease in taking notes Note-taking section is inbuilt in Lightning Voice. This section pops up while talking with the customer. The notes will be automatically stored against the call record as soon as we move on to the next call. The multitasking ability – Lightning Voice has the multitasking feature. It helps us call the customers, take notes and record the details simultaneously without switching apps or devices. Automatic call-logging – Now, there is no need to write down the details of a call. It will be automatically done after each call. Increased productivity –Speed, reduced data entry and multitasking feature altogether means improved productivity. Pricing & Availability: Lightning Voice is available in Sales Cloud Lightning since July 2016 for Sales Cloud Lightning Users. It is available for the Users of US & Canada. Lightning Voice Prices: Outbound calls are available for $45 per user, per month – It provides click to dial functionality & also provides 2,000 total talk time per user per month. Inbound calls are available for $5 per user, per month – It provides the acceptance of incoming calls. In order to close the deal in your favor, you need to have the complete data about the customer at your fingertips. With the help of Lightning Voice, you can have all the relevant data related to the deal while you are on the call with your customer. Now, all the communications which you will have or had with the customers – including call history and call note are not just accessible to you and your sales team. But also anyone engaging with that record can access the data to provide a whole new level of customer engagement. 1) This feature is available for Lightning experience only. 2) As of now, outgoing calls are available for US & Canada only. 3) It provides an Outbound Call Product along with the optional inbound calling product. Salesforce Lightning Services for any Salesforce Lightning related work, then please feel free to reach out to sales@girikon.com You can check blogs Related to Salesforce https://salesforceconsultingservices.wordpress.com/ https://salesforceconsultingpartner.tumblr.com/

How to install Maven on Ubuntu:  Search Maven Package  In a terminal, run apt-cache search maven, to get all the available Maven Package. The maven package always comes with latest Apache Maven. Install it  Run command sudo apt-get install maven, to install the latest Apache Maven.  It takes few minutes to download, patient.  Verification  Run command mvn -version to verify your installation. The Apache Maven is installed successfully. That is all for this article, in case you need Salesforce Implementation Services for any Salesforce related work, then please feel free to reach out to sales@girikon.com

I am writing this blog, to give overview on how I implemented SSO to JIRA using PingFederate Federation Server. The end client LDAP was already on PingFederate that is why they wanted JIRA SSO to integrate using the same PingFederate. When I stared work, following were the Workflow and certain assumptions: User exists in Active Directory User are Authenticated using Ping Identity You have the agent-config.txt file. You get this file when you set up adapter for JIAR In PF server. Users are currently able to login to JIRA when the same username exists in JIRA. SSO has been achieved through the TokenJiraAuth class which extends JiraSeraphAuthenticator SSO with OpentokenJiraAuth, when users are manually added to JIRA or already exits. Ping Identity provides information from AD about the User to OpentokenJiraAuth. OpentokenJiraAuth only uses username and session to validate the user When a user logs into JIRA through Ping Identity SSO, the OpentokenJiraAuth should check the JIRA User database to see if the username provided by Opentoken already exits If the username does not exist, the User record is inserted with username, real name, and email This all happens before the user is redirected to the JIRA homepage. Steps to implement the SSO: 1- Copy the following files to the atlassian-jira/web-inf/lib opentoken-agent-2.4.jar (Other library needed) commons-beanutils.jar commons-collections-3.2.jar log4j.jar 2-    Now we will implement our SSO class which will extend the JiraSeraphAuthenticator package com.pingidentity.opentoken.jira; public final class TokenJiraAuth   extends JiraSeraphAuthenticator { private static final long serialVersionUID = 3452011252741183166L; private AgentConfiguration agentConfig; public Principal getUser(HttpServletRequest request, HttpServletResponse response) { Principal user = null; String agentConfigLocation = "/agent-config.txt"; try { InputStream agentConfigStream; InputStream agentConfigStream; if (agentConfigLocation.startsWith("classpath:")) { agentConfigLocation = agentConfigLocation.substring(10);   agentConfigStream = getClass().getResourceAsStream(agentConfigLocation); } else { agentConfigStream = new FileInputStream(agentConfigLocation); } this.agentConfig = new AgentConfiguration(agentConfigStream);   String strTokenName = this.agentConfig.getTokenName();   Agent otkAgent = new Agent(this.agentConfig); request.getSession(true); if ((request.getSession() != null) &amp;&amp; (request.getSession().getAttribute("seraph_defaultauthenticator_user") != null)) { user = (Principal)request.getSession().getAttribute("seraph_defaultauthenticator_user"); } else { String strOTKParam = request.getParameter(strTokenName); if (strOTKParam != null) { Map userInfo = otkAgent.readToken(request); if (userInfo != null) { String strSubject = (String)userInfo.get("subject"); if (strSubject != null) { try { user = getUser(strSubject); request.getSession().setAttribute("seraph_defaultauthenticator_user", user); request.getSession().setAttribute("seraph_defaultauthenticator_logged_out_user", null); System.out.println("All set"); } catch (Exception ex) { System.out.println(ex.getMessage()); return null; } } else { return null; } } else { return null; } } else { return null; } } } catch (TokenException e) { System.out.println("Token Error is " + e.getMessage()); e.printStackTrace(); } catch (FileNotFoundException eFile) { System.out.println("File Not Found Exception. Error is " + eFile.getMessage()); eFile.printStackTrace(); } catch (SecurityException eSecurity) { System.out.println("Security Exception. Error is " + eSecurity.getMessage()); eSecurity.printStackTrace(); } catch (IOException e) { System.out.println("Unable to load OpenToken agent configuration file (" + agentConfigLocation + ").  Error: " + e.getMessage()); } return user; } Compile the class & put at exact package path inside atlassian-jira/web-inf/classes 3- put the agent-config.txt file at the same location “atlassian-jira/web-inf/classes” 4- GO to path atlassian-jira\WEB-INF\classes\ and edit file “seraph-config.xml” Comment the yellow highlighted entry and put the new authenticator. <!– CROWD:START – If enabling Crowd SSO integration uncomment the following SSOSeraphAuthenticator and comment out the JiraSeraphAuthenticator below –> <!–  –> <authenticator class=”com.pingidentity.opentoken.jira.TokenJiraAuth”/> <!– CROWD:END –> <!– CROWD:START – The authenticator below here will need to be commented out for Crowd SSO integration –> <!– <authenticator class=”com.atlassian.jira.security.login.JiraSeraphAuthenticator”/> –> <!– CROWD:END –> Restart the Jira service .Check for the existing JIRA user. Once user login to the PF Adapter URL and if user exists in the JIRA, then user will be redirecetd to JIRA dashboard. In addition, you can always write your own logic to create user on the fly in the TokenJiraAuth.java file. Hope this article will help you, if you looking to integrate SSO to JIRA. This article should also give you direction, even with OneLogin SSO integertaion or any other type. Cheers! That is all for this article, in case you need Salesforce Implementation Services for any Salesforce related work, then please feel free to reach out to sales@girikon.com