Set up Pendo for Service Cloud

Pendo for Service Cloud helps your support team resolve cases faster by embedding product usage data and replays directly into Salesforce Service Cloud. With this integration, your team no longer needs to switch between Pendo and Salesforce to investigate customer issues. Instead, they can see product behavior data, points of friction, and missed steps from within a Case record. This provides context that allows for quicker and more accurate resolutions, improving both efficiency and customer satisfaction.

The Pendo for Service Cloud package adds two Lightning Web Components (LWCs) to your Salesforce Case pages:

• Pendo Activity, which displays user activity timelines tied to the Case.
• Pendo Replays, which links directly to Pendo Session Replays for a detailed view of user behavior.

This article details prerequisites, installation, configuration, and setup steps for using Pendo for Service Cloud. All installation steps are performed in your Salesforce org.

After setup, your support representatives can view Pendo insights in the Service Cloud console while admins control access, configuration, and integration details.

Prerequisites

To set up Pendo for Service Cloud, you must:

• Be a Salesforce admin.
• Be a Pendo subscription admin.
• Have an active Pendo subscription.
• (Recommended) Have access to Session Replay for replay visibility.

Step 1. Install the Pendo for Service Cloud package

1. Use the installation URL provided by your Pendo contact representative.
2. Choose an installation option: we recommend choosing Install for Admins Only. See below for Permission Set details to give access to other users.
3. Confirm the installation settings, then select Install.

Step 2. Assign permission sets

Assign the appropriate permission sets to your users to give them access to the components or configuration settings.

1. In Salesforce, go to Setup > Permission Sets.
2. Select one of the following sets:
   • Pendo Support Administrator (for admins managing setup and configuration).
   • Pendo Support User (for support reps viewing activity and replay data).
3. Select Manage Assignments > Add Assignments.
4. Choose the relevant users, then select Assign.

Step 3. Configure the Pendo integration

Integration setup ensures Salesforce can connect to your Pendo account and retrieve the correct data.

1. Open the App Launcher and go to Pendo Support Configuration.
2. Under Integration Configuration, enter the API Key, Subscription ID, and Environment (io, eu, us1, au, or jpn) from your Pendo account.
3. Select Save.

Step 4. Under Visitor Activity and Replay Configuration

1. Select the Visitor ID Field used to identify users (default is email).
2. Choose the Case Comment Format (Feed or Comment), or turn on comments if you prefer not to add them automatically.
3. Select Save.

Step 5. Set application-level access by group (optional)

You can control which users see Pendo data for specific applications using Salesforce Public Groups.

1. In Pendo Support Configuration, scroll to Application Group Configuration.
2. Select Add User Group.
3. Choose a group from the menu and assign applications.
4. Select Save.

If you don't assign any groups, all users with component permissions can see data for all applications.

Step 6. Add the Pendo API endpoint to Remote Site Settings

To allow Salesforce to communicate with the Pendo API, you must add the correct endpoint.

1. In Salesforce, go to Setup > Security > Remote Site Settings.
2. Select New Remote Site.
3. Add the appropriate Pendo endpoint based on your environment:
   • For the US environment, https://app.pendo.io.
   • For the EU environment, https://app.eu.pendo.io.
   • For the US1 environment, https://us1.app.pendo.io.
   • For the JPN environment, https://app.jpn.pendo.io.
   • For the AU environment, https://app.au.pendo.io.
4. Select Save.

Step 7. Add Pendo components to Case record pages

Finally, add the Pendo components to your Salesforce Case pages so support reps can see Pendo insights.

1. Open a Case record.
2. Select the gear icon, then Edit Page.
3. In the Lightning App Builder, drag Pendo Activity and Pendo Replays to the layout.
4. Select Save. If necessary, activate the page layout.

Permission set components for advanced configuration

Most teams can assign the provided permission sets and start using the integration immediately. If you're an admin who prefers to manage permissions manually, use the following reference to see what each permission set includes.

Note: Manual configuration isn't required. These details are provided for transparency and advanced use cases.

Pendo Support Administrator

The Pendo Support Administrator permission set is for Salesforce admins managing setup and configuration and includes the following:

• Access to the Pendo_Support_Configuration tab.
• Access to the Pendo Activity and Pendo Replays components.
• Access to the following Apex classes:
  • MultiSelectController
  • ConfigurationPageController
  • DateDropdownController
  • ReplaySessionListController
  • VisitorActivityTimelineController
• Access to the Pendo_Support_Setting__c custom setting. 

Pendo Support User

The Pendo Support User permission set is for your support representatives who view activity and replay data and includes the following:

• Access to the Pendo Activity and Pendo Replays components.
• Access to the following Apex classes:
  • MultiSelectController
  • ConfigurationPageController
  • DateDropdownController
  • ReplaySessionListController
  • VisitorActivityTimelineController
• Access to the Pendo_Support_Setting__c custom setting.
• No access to the Pendo_Support_Configuration tab.