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GoToAssist Remote Support

Integration for Salesforce

Instantly deliver seamless support from your Salesforce case

1Install & Set Up

The GoToAssist Remote Support Integration for Salesforce provides agents the ability to create support sessions, as well as collect information about these sessions upon closure. The integration uses the GoToAssist Remote Support Developer app (i.e., API) to create sessions and to collect the session information at the end of a session.


To get started, you must first create a GoTo Developer account (only 1 account is needed for a company installation), then obtain a Consumer Key. Once you have a Consumer Key, you can then install and configure the GoToAssist Remote Support Developer app.

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  1. Go to https://developer.citrixonline.com/user/register.
  2. Fill in your First Name, Last Name, and Email Address.
  3. Create a password, then confirm your password.
  4. Click Sign Up.
  5. A verification email is sent to the email address you entered. Once received, click Verify my email address within the email.
  6. Once verified, go back to the GoTo Developer Center login page and click Proceed.
  7. On the confirmation message, click the GoTo Developer Center link to access the homepage.
  8. Click Sign in in the top navigation to log in.
  1. Log in to the GoTo Developer Center.
  2. Click My Apps in the top navigation.
  3. Click Add a new app.
  4. Fill in the App Name and Description fields.
  5. In the Product API field, select GoToAssist.
  6. For redirection, fill in the Application URL field with https://api.getgo.com, or use a custom URL.
  7. Click Create App.
  8. Click the name of your newly created app.
  9. Click Keys.
  10. Copy the Consumer Key as it will be required later in the "Configure the Application" process.
  1. Go to the Salesforce AppExchange website and search for "GoToAssist Remote Support" in the Apps field in the top navigation.
  2. Once located, click GoToAssist Remote Support Integration for Salesforce.
  3. Click Get It Now.
  4. When prompted, select Log in to the AppExchange (to log in with your production credentials) or I don't have a login (to continue as a guest). Please note that even if you plan to install into your sandbox, first login to the AppExchange using your production credentials if you choose the Log in to the AppExchange option.
  5. Choose 1 of the following options:
    • Select Install in production, which makes the application available to other users.
    • Select Install in sandbox to test in a copy of your production org.
  6. Review the terms and conditions, and check the box to agree to them.
  7. Click Confirm and Install!
  8. When prompted, log in with your production or sandbox credentials (depending on your selection in Step #5).
  9. Choose from one of the following options:
    • Install for Admins Only
    • Install for All Users
    • Install for Specific Profiles This option will display a list of Salesforce user profiles, where you can select the default access level for all profiles and click Set. You can then modify the access setting for each profile).
  10. When you are ready, click Install. You are then asked to approve access to your Salesforce instance for the specific third-party websites. Check the box for "Yes, grant access to these third-party websites" and click Continue.
  11. Review the Approve Package API Access permissions, then click Next.
  12. Review the security levels and choose the appropriate security setting for your deployment (the "Select security settings" option is recommended). Click Next.
  13. Click Install to complete the installation.
Note: The steps outlined in "Obtain a Consumer Key" must be completed before proceeding to the steps in this section.


  1. From the Salesforce home page, click the Force.com App Menu in the top right navigation.
  2. Select GoToAssist RS from the list of app menu items.
  3. Click on the GoToAssist RS Configuration tab.
  4. Click Edit.
  5. Fill out the following required fields:
    • Client Id Enter the Consumer Key that was obtained during Step #10 of the "Obtain a Consumer Key" steps.
    • Endpoint Base Url – Enter "https://api.getgo.com" (i.e., Application URL)
    • Site Url – Enter the secure and direct URL of your Force.com site. Make sure that the Site URL listed includes "https://" (i.e., not "http://"), otherwise the session data will not be generated.
    • User Id & Password Enter the email address and password of any GoToAssist Remote Support agent account, which will only be used to validate use of the API within Salesforce. To generate support sessions, GoToAssist Remote Support users will still be asked to log in using their own agent account credentials.
  6. Click Save.

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2Set Up Layout Pages

Once you have installed the GoToAssist Remote Support Developer app, you need to customize the layout pages. To make these tasks easily accessible for users, the administrator can add the appropriate buttons and tabs.

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  1. From the Salesforce home page, click Setup in the top navigation, or click your account name in the top-right navigation and select Setup.
  2. Go to App Setup > Customize > Cases > Page Layouts.
  3. Select the Case Page Layout you want to modify. If you do not have any existing custom layout pages, click Customize fields on the cases page.
  4. Click Edit.
  5. Locate the Case Layout section at the top of the "Edit Layout" page, and select Buttons on the left column.
  6. Click and drag the Start GoToAssist RS button to the Custom Buttons box in the Case Detail section.
  7. Click Save.
  1. From the Salesforce home page, click your account name in the top-right navigation, then select Setup.
  2. Use the menu in the left navigation to go to App Setup > Customize > Cases > Page Layouts.
  3. Select the Case Page Layout you want to modify. If you do not have any existing custom layout pages, click Customize fields on the cases page.
  4. Click Edit.
  5. Locate the Case Layout section at the top of the Edit Layout page, and select Related Lists on the left column.
  6. To add additional columns to display quick reference Session information, click the Related List Properties icon.
  7. Select the fields you would like to display in the Related List, and add them to the Selected Fields column. Use the arrows to customize the order in which you'd like them to appear.
  8. Click OK.
  9. Scroll back to the Case Layout section at the top of the Edit Layout page, and click Save.

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3Set Up & Configure a Force.com Site

Once you have setup your layout pages, you must configure a Salesforce Force.com site to allow the GoToAssist Remote Support Integration for Salesforce to post and retrieve session data.


Note: For these instructions, we will use "GoToAssistRS" as the Site Label for this Force.com site.

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  1. From the Salesforce home page, click your account name in the top-right navigation, then select Setup.
  2. Navigate to App Setup > Develop > Sites.
  3. Depending on your organization's setup, do the following:
    • If a Force.com site is not already configured in your organization, then click New. Fill in the required fields (use the Creating and Editing Force.com Sites support page to define each field). In addition to filling out the required fields, also fill in the optional text box suffix of the Default Web Address field (e.g., typing "GoToAssist" in the text box will set the Site URL to be http://<your site domain>.force.com/GoToAssist in the example provided, the Site URL will be http://gotoassistrs.force.com/GoToAssist) and click Save. Once you have created a new site, click Activate.
    • If a Force.com site is already configured, then click the Site Label (e.g., "GoToAssist RS" in this example), then click Edit to modify the existing Force.com site settings.
  4. Click Public Access Settings.
  5. Click Edit.
  6. Locate the Custom Object Permissions section, then check the following boxes in the row for GoToAssist RS Sessions: "Read,", "Create," and "Edit".
  7. Click Save.
  8. Locate the Enable Apex Class Access section and confirm that g2ars.RESTCallbackController is listed.
  9. If it is not listed, click Edit.
  10. Select g2ars.RESTCallbackController from the Available Apex Classes column, then click the Add arrow to add it to the Enabled Apex Classes column.
  11. Click Save.

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4Grant Access to User Profiles

User profiles that require access to the custom pages will need to have their default Case Page Layout assigned to the new custom page layout.

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Note: For these instructions, "GoToAssistRS" is the title assigned to the page layout that we set up in the "Set Up & Configure a Force.com Site" section.

  1. From the Salesforce home page, click on your account name in the top-right navigation, then select Setup.
  2. Click App Setup > Customize > Cases > Page Layouts.
  3. Locate the Case Page Layouts section at the top of the page, and click Page Layout Assignment.
  4. Click Edit Assignment.
  5. From the Profiles column, select the user profile(s) for which you want to modify the page layout.
  6. Select GoToAssist RS Case Layout from the "Page Layout To Use" drop-down menu.
  7. Click Save.
By default, the custom objects in the GoToAssist Remote Support Integration for Salesforce are only visible to the system administrator profile in Salesforce. Administrators can provide access to any user profile(s) that intend to run the application.

Standard user profiles have hard-set permissions that cannot be edited to grant additional Create/Read/Edit/Delete access to custom objects of the integration. For this reason, it is recommended that the administrator create a new user profile by cloning an existing one as follows:

  1. From the Salesforce home page, click on your account name in the top-right navigation, then select Setup.
  2. Navigate to Administration Setup > Manage Users > Profiles.
  3. Select an existing user profile name.
  4. Click Clone.
  5. Create a new Profile Name.
  6. Click Save.
  7. In the Profile Detail section in the top navigation, click Edit.
  8. Locate the Custom Object Permissions section, then check all boxes in the row for GoToAssist RS Sessions (i.e.,"Read", "Create", "Edit", "Delete", "View All", and "Modify All").
  9. Click Save.
  10. Locate the Enabled Apex Class Access section and confirm that g2ars.RESTCallbackController is listed.
  11. If it is not listed, click Edit.
  12. Select g2ars.RESTCallbackController from the Available Apex Classes column, then click the Add arrow to add it to the Enabled Apex Classes column.
  13. Click Save.
  14. Locate the Enabled Visualforce Page Access section and confirm that g2ars.RESTCallbackController is listed.
  15. If it is not listed, click Edit.
  16. Select g2ars.RESTCallbackController from the Available Visualforce Pages column, then click the Add arrow to add it to the Enabled Visualforce Pages column.
  17. Click Save.

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Still need help? Contact Support