Note: This offering is currently in closed beta, available to select Pendo customers for testing. The information that follows isn't a commitment, promise, or legal obligation. The development, release, and timing of any features or functionality described here are subject to change at the discretion of Pendo, which can occur without notice. If you're interested in getting early access and providing feedback, contact your Pendo account representative.
The Pendo One Toolkit for Salesforce (herein Salesforce toolkit) is a Salesforce managed package that makes it easier to deploy certain Pendo capabilities on Salesforce effectively and efficiently. The Salesforce toolkit is set up with an existing browser extension implementation of Pendo using the Pendo Launcher. For information about installing and configuring Pendo using the Pendo Launcher, see the IT guide to deploying the Pendo Launcher.
The Salesforce toolkit is different from the Salesforce integration with Pendo and doesn’t relate to or interfere with the integration’s ability to push and pull data between the two platforms. For more information about this integration, see Salesforce integration with Pendo. The Salesforce toolkit is also different from the Salesforce User Metadata integration with Pendo, which synchronizes your User object metadata from Salesforce with Pendo visitor metadata for your employees.
Functionality
The Salesforce toolkit is a Salesforce managed package consisting of Lightning Web Components (LWC) that work with the Pendo browser extension to extend Pendo’s functionality for Salesforce. It offers no-code solutions for:
- Embedding content into Salesforce Lightning pages. For more information, see Embed content into Salesforce with the Embedded Content LWC.
- Collecting the data context of user behavior in Salesforce to use in Pendo Analytics. For more information, see Share Salesforce data with Pendo using the Page Data LWC.
- Targeting guides based on what the Salesforce user is looking at in a Lightning record page. For more information, see Target guides based on data values from Salesforce.
Before using this functionality, Salesforce Toolkit Administrators must set up the toolkit and add its components to Salesforce. For more information and instructions, see Set up the Pendo One Toolkit for Salesforce.
Toolkit components
The Salesforce toolkit delivers the following two Salesforce components (LWCs) to enhance the functionality of Pendo for Salesforce: Embedded Content LWC and Page Data LWC. This section describes the problem that each of these components solves.
Embedded Content LWC
Salesforce Lightning record pages consist of a layout of different LWCs assembled by a Salesforce administrator to create a user experience. Due to the closed component structure of these pages, it’s challenging to supplement Salesforce record pages with embedded content because they often require engineering resources to customize.
The Embedded Content LWC makes creating embedded content for Salesforce easier. It allows you to embed Pendo guides into Salesforce Lightning record pages with a no-code LWC solution. For information about embedded content, see Create embedded content. For information about adding embedded content to Salesforce, see Embed content into Salesforce with the Embedded Content LWC.
Page Data LWC
The Salesforce front end has strict security rules and variable HTML elements that can limit your ability to consistently capture data values from the page the Salesforce user is viewing. These data values can provide more context about what a user is viewing on the page (page details) when an event occurs.
The Page Data LWC works within the Salesforce platform to securely enable the Pendo Launcher to capture Salesforce page details with a no-code solution. These details can be used in guide targeting and analytics. Specifically, this LWC:
- Provides Pendo with the data needed to deliver different guides based on any data field on a Salesforce page, such as the stage of an Opportunity, the size of a Quote, the product interest area of a Lead, or the priority of a Case.
- Allows you to use Salesforce data in Pendo Analytics to build funnels, paths, and workflows that allow you to distinguish between Salesforce concepts like the type of Opportunity or the product area of a Case.
Permission sets
The Salesforce toolkit provides two permission sets to manage access levels for different user roles: Pendo Toolkit Administrator and Pendo Toolkit User. If you want to manually control permission set details, see Permissions set and configuration options for the Pendo One Toolkit for Salesforce, which provides a list of technical permissions available for the user roles.
Pendo Toolkit Administrator
A Pendo Toolkit Administrator is assigned to Salesforce system admin users who are responsible for configuring the fields for the Page Data LWC of the toolkit. A Pendo Toolkit Administrator can:
- Access the Pendo Data Configuration settings page to choose the Salesforce object fields to be used for guide targeting and analytics in Pendo.
- View the Pendo Page Data LWC to validate and check that the field selections in the Pendo Data Configuration page are compliant with organization data privacy and security policies.
For reference information about these permission sets, including the individual technical components, see Permissions set and configuration options for the Pendo One Toolkit for Salesforce.
Pendo Toolkit User
A Pendo Toolkit User is an end user of Salesforce that doesn’t have access to the Pendo Data Configuration settings page, and the Pendo Page Data LWC isn’t visible to them. A Pendo Toolkit User can:
- View the Embedded Content LWC in Lightning pages.
- Enable the Page Data LWC to include Salesforce data values in metadata and events captured by the Pendo browser extension.
Next steps
- If you haven’t already, install and configure Pendo using the Pendo Launcher browser extension. For more information, see Plan your browser extension implementation.
- Set up the Salesforce toolkit for Pendo. For instructions, see Set up the Pendo One Toolkit for Salesforce.