• Thomas Rasmussen
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Please email trasmussen@verticalresponse.com if interested. Local candidate (that can travel to our downtown San Francisco office) desired but not required.


Hello, we are implmenting the Salesforce Community for our Customers and need assistance with setting up SAML SSO from our own app that our customers log into to the Salesforce Community so that they don't need two logins and the transition from our app to the support community is seamless. Should include autoprovisioning of users.


We've been looking at potential solutions like Shibboleth IDP but are open to alternatives. Here's some information on our systems:


1.- We want to implement a SAML single sign-on from our Web App to a Salesforce Communities implementation. 
2.- Use case:
- User logs in to the web APP

- User needs CS help and clicks on a link from the header of web APP
- User is redirected to the Salesforce Communities implementation and they are logged in to that app without the need for them to login again (Single Sign-On).

Details of our VR.com website application:
We use Devises (https://github.com/plataformatec/devise) for user creation and authentication. Devise uses a database model/table called users which stores email address which is the user name in our case along side the encrypted_password. Devise provides a helper method (authenticate_user) to make sure the user is authenticated and which is used all over the code base to make sure only authenticated user get access to those resources.


Our app sits on a linux systems running nginx, passenger, ruby on rails, and the backend database is postgres.



A customer of ours wants to have a field filled in from the user in the pre-chat form stored to the transcript. I get the field in fine, but it isn't stored to the Live Chat Transcript object I have tried several things but it just don't want to stick. Below is my current pre-chat form. The custom field I want to have saved to is (obviously) subject__c- does someone know a way to do this?


<apex:page showHeader="false"> 
<!-- This script takes the endpoint URL parameter passed from the deployment page and makes it the action for the form -->
<script type="text/javascript">
     (function() { 
     function handlePageLoad() {
       var endpointMatcher = new RegExp("[\\?\\&]endpoint=([^&#]*)");
     } if (window.addEventListener) {
              window.addEventListener("load", handlePageLoad, false);
   } else { window.attachEvent("onload", handlePageLoad, false);
<h1>Pre-chat Form</h1> 
<form method="post" id="prechatForm"> 
      Mitt telefonnummer: <br />
<input type="text" name="liveagent.prechat:phone" /><br /> 
      Mitt kundenummer: <br />
<input type="text" name="liveagent.prechat:kundeident" /><br /> 
      Min henvendelse gjelder: <br />
<input type="text" name="liveagent.prechat:subject" id="prechat_field" /><br /> <br />
      <!-- Creates an auto-query for a matching Contact records Email field based on the 
      value of the liveagent.prechat:Email field -->    
      <input type="hidden" name="liveagent.prechat.query:phone" 
      value="Account,Account.Phone" /> 
      <input type="hidden" name="liveagent.prechat.query:kundeident" 
      value="Account,Account.Email" /> 
      <input type="hidden" name="liveagent.prechat.save:subject" value="LiveChatTranscript, LiveChatTranscript.subject__c" /> 
      <input type="submit" value="Request Chat" id="prechat_submit"/> 
<style type="text/css"> 
p {font-weight: bolder } 


We want our customer service users to assign, let say 5 new cases, to themselves with a click on a button. 
We don't want them to see all of the cases, and get stressed, and have the possibility to pick any of these.
The unassigned cases has a queue as the owner. When these 5 cases are solved by the user, he/she clicks on the button "give me 5 new cases" and the cases with the higest priority changes owner to the specific user. The solved cases changes the owner back to the queue, via a workflow rule. Does anybody know if there is some kind of function/app that handles the "give-me-new-cases"-function?
  • May 31, 2011
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