Knowledge Base

The integration provides two mashups which can be added to the case and agent desktop environment in the SAP C4C v2 Service cloud.

It is assumed that the agent knows how to add mashups to the SAP C4C service cloud environment.

Configuration guide

Setup the Mashups

A connector URL is required to set up the mashups (see below).

Add the mashup for the case page

• Name: TeamViewerSession_Cases
• Input parameters:
  • URL: https://cx-demo.c-48c3187.kyma.shoot.live.k8s-hana.ondemand.com
  • Parameter:
    • userID: /$System/EmployeeId
    • userName: /$System/EmployeeName
    • caseID: In case screen set `case/id`

Add the mashup on the agent desktop

• Name: TeamViewerSession_AgentDesktop
• Input parameters:
  • URL: https://cx-demo.c-48c3187.kyma.shoot.live.k8s-hana.ondemand.com
  • Parameter
    • userID: /$System/EmployeeId
    • userName: /$System/EmployeeName
    • contactID: In agent desktop screen set `contactInfo/displayId`

End User Installation Guide

Prerequisites

To use this guide, the setup of the TeamViewer mashups as provided in the configuration guide above needs to be done first.

• Agent or Supporter: Operator and user of the SAP C4C platform and integration of TeamViewer - the person that provides support.
• End User: Contact that is registered on the C4C platform - the person that receives support.
• TeamViewer Session: A wrapper containing session codes that allows the agents and end customers to establish a remote connection.
• Connection: Remote connection between the agent’s and the end customer’s devices. 

Authentication

Before agents can use the integration, they need to authenticate at the TeamViewer backend with a valid TeamViewer account. To do this, they need to:

1. Click on Login on the TeamViewer mashup.

2. Follow the login process opened in a new tab and permit the SAP application to access the mentioned TeamViewer account data.

Logout

If the agents want to log out (e.g., to use another TeamViewer account), an option is provided on the screen after signing in.

Session handling

Creating a TeamViewer Session

After the users has successfully logged in and no previous TeamViewer session has been created for the case, the agents have the possibility to create a TeamViewer Tensor (Classic) session, to invite the end users to a remote control session, allowing the agents to take over control of the end users’ device. The agents can also create a TeamViewer Assist AR session to work on physical tasks, allowing the agents to connect to the end users' smartphone camera, allowing them to see and annotate what the end users are seeing in the field.

The session name is stored in the TeamViewer backend, allowing the agents to later find the session easily for auditing purposes. This value is by default pulled from the case object, but can be overwritten if needed.

When a TeamViewer session is created, the TeamViewer backend provides two links to the SAP C4C object the agents have requested the session on.

An agent and end user link is generated. To establish a connection between the agent and the end user, they need to click on the links generated.

▸ Creating the session in the agent desktop

On the agent desktop, the session can be created for an account contact. In this case, the session must always be entered.

Share sessions

Sessions can be either shared via E-mail or SMS shown at the bottom of the TeamViewer mashup, once a TeamViewer session has been created.

If the user selects SMS, the invite will be sent to a mobile phone number.

Join a TeamViewer session

▸ Join a session as agent

This is applicable for both TeamViewer Tensor (Classic) and TeamViewer Assist AR sessions. 

Once a session has been created and the end users' link is shared with them, the agents need to click on Join Session button. There, the agents have the option to join the session from the TeamViewer client installed or from the web-based client in a new browser tab.

Once they have selected one of the options, the connection will be initiated on the agents' side and as soon as the end users accept the incoming request, the remote connection is established.

▸ Join a TeamViewer Tensor (Classic) session as end user

A TeamViewer Tensor (Classic) session is joined as end users by clicking on the invitation link provided to them via E-mail or SMS. On a PC, the users have 2 options to join the session, either by having TeamViewer installed on their PC or by downloading and launching TeamViewer QuickSupport.

Joining the session in both ways will put the users in a waiting room until the agents join the session from their side.

📌Notes:

• The end user will receive a final prompt for confirmation before the actual remote connection is established.
• This works in the same way in case a remote connection to a mobile device shall be established.

▸ Join a TeamViewer Assist AR session as end user

A TeamViewer Assist AR session is joined as end users by clicking on the invitation link provided to them via E-mail or SMS on their mobile phone. By clicking on the link, it is checked whether they have installed the TeamViewer Assist AR app on their smartphone or tablet. Once the app is available, it is launched and the end users receive an incoming call as soon as the agents join the session from their side. 

Close Sessions

After a remote connection has been made and the problem resolved, it is foreseen that the agents close the TeamViewer session using the Close session button. Afterward, the agents can create new sessions in that context if necessary. The session also automatically closes after 24 hours.