Set up Zight for Salesforce Service Cloud Case Records

Use Zight with Salesforce Service Cloud to add recordings and Request Video links to case records, share visual context with customers, and keep case activity in one place.

Before you start

• This app requires Salesforce Service Cloud Enterprise, Unlimited, or Performance Edition. Professional, Group, Essentials, and Developer Editions aren't supported.
• You need Salesforce administrator access to install and configure Zight.
• You need a Zight workspace administrator account on a plan that includes integrations, with access to Settings > API Keys > OAuth Applications.
• Each person who uses Zight needs a full Salesforce license (not a Platform-only license), access to Salesforce Cases, the Zight User permission set, and their own linked Zight account.
• If you share Zight content with customers by email, confirm that Salesforce Setup > Deliverability is set to All email.

1. Install Zight for Salesforce

1. Open the Zight for Salesforce package-install link and sign in as a Salesforce administrator.
2. Select Install for All Users, then confirm the installation.
3. If Salesforce asks you to approve Zight API access, approve it to continue.

To install Zight in a Salesforce sandbox, use the same package-install link and replace login.salesforce.com with test.salesforce.com.

2. Connect Salesforce to Zight

1. In Salesforce, select the gear icon, then select Setup.
2. In Quick Find, enter Auth, then open Auth. Providers.
3. Open Zight. Under Salesforce Configuration, copy the Callback URL.
4. In Zight, go to Settings > API Keys > OAuth Applications, then select New Application.
5. Enter a name for the application and paste the Salesforce callback URL into Redirect URI.
6. If shown, set Scopes to public. Leave Confidential selected if that option is shown, then select Submit.
7. Copy the Zight Application UID into Salesforce Consumer Key, and copy the Zight Secret into Salesforce Consumer Secret. Treat the secret like a password.
8. In Salesforce, return to Auth. Providers > Zight, select Edit, set Default Scopes to public, then save.

3. Give agents access to Zight

1. In Salesforce, go to Setup > Permission Sets.
2. Open Zight User, then select Manage Assignments > Add Assignment.
3. Select the people who need to use Zight, then select Assign.

4. Add Zight to Salesforce case records

1. Open any Salesforce case record.
2. Select the gear icon, then select Edit Page.
3. In Lightning App Builder, drag the Zight component onto the case layout.
4. Select Save > Activate > Assign as Org Default.

5. Connect Zight for video replies

Connect the Salesforce integration in Zight if you want Request Video responses to update the related Salesforce case. This reply-back connection is configured from Zight; you do not need a separate package-install link.

1. In Zight, open Integrations.
2. Find Salesforce and select Connect.
3. Sign in to Salesforce as an administrator. When prompted to install Zight Integration, select Install for All Users and confirm the connection.
4. Open the integration's Configuration tab. Update Ticket for Video Reply is enabled by default.

TicketID Parameters, Reopen Ticket When Updated, and What status to use when Re-opening ticket are optional settings for teams that want to tailor their case workflow.

6. Authorize each user

1. Have the user sign in to Zight in the same browser.
2. In Salesforce, select the user's avatar, then go to Settings > Authentication Settings for External Systems.
3. Open Zight OAuth and select Authenticate.
4. Review the request and complete authorization.

Use Zight from a case

Open a case and use the Zight component to add or share Zight content. You can create a Request Video link for a customer, attach a Zight recording or capture to the case, and review related email activity from the case's Related tab. Automatic Request Video reply-back requires the Salesforce integration connection described above.

Troubleshooting

Zight for Salesforce app won't install

The most common cause is an org edition that doesn’t support Apex. If you see “Apex Classes — Missing feature,” the org is Professional, Group, or Essentials Edition, which can’t install the app — use Enterprise, Unlimited, Performance, or Developer Edition instead. For a sandbox, use the test version of the link from step 2. Always choose “Install for All Users.”

The Zight component does not appear on a case

Confirm that the Zight component was saved, activated, and assigned as the organization default for the case page. Also confirm that the user has the Zight User permission set.

A user cannot authenticate Zight

Confirm that the user is signed in to Zight in the same browser. Then check that the Salesforce Auth Provider contains the current Zight Consumer Key, Consumer Secret, callback URL, and public default scope.

A Request Video response does not update the case

In Zight, confirm that the Salesforce integration is connected and that Update Ticket for Video Reply is enabled in its Configuration tab. Confirm that the case has a contact email, then review the optional TicketID and reopen-case settings for your workflow. If the case does not have a contact email, Zight adds an internal case note rather than discarding the link.

Shared content does not send by email

Ask a Salesforce administrator to confirm that Setup > Deliverability is set to All email.

Related articles

• Request Video: Collect screen recordings and technical logs from your customers