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Feature Overview

Glean in Service Cloud is a group of two apps built for support teams using Salesforce Service Cloud:
  • Glean Case Assistant
  • Glean Search
These apps enhance productivity and streamline various customer support workflows by allowing users to:
  • Search across all company apps
  • Generate case summaries dynamically
  • Access AI powered issue resolution steps and ask follow-up questions to Glean Assistant
  • Case sentiment
  • Receive contextual recommendations (related documents, similar cases, knowledge articles)
  • Chat with Glean Assistant
  • Compose a response to the customer
  • Run AI agents
Add “Case Assistant” to access Agents, Search and Assistant in a single surface. If you specifically want to use only search, you can select to add only Search.

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Glean Case Assistant

This app only supports Service Cloud Cases and is not applicable to other Salesforce objects like Accounts or Opportunities. The Glean Case Assistant app surfaces key information related to the case that the support user is currently working on:
  • Case summary
  • Case sentiment
  • Case resolution steps
  • Contextual recommendations (related documents and similar cases)
  • Ability to chat and ask follow-up questions to Glean Assistant
  • Compose a response

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Structured summary of the current case

The summary highlights the key points of interest from the case including the issue that was reported, a suspected cause if identified, the current status of the case, and the customer sentiment in the form of concise bullet points.

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Set of suggested next steps for issue resolution

Next steps aim to help users resolve the issue as quickly as possible. Glean understands the case context, knows what information the user has access to and is able to suggest steps towards resolution by bringing relevant company knowledge directly into Salesforce. This saves users time by presenting relevant information without the users having to search for it. In addition, citations help users verify the next steps and get more information from documents (see Sources) used to generate the suggestions. Note: Users can provide feedback on these next steps by clicking on the thumbs up/down icons.

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Quick access to Glean Assistant

Users can interact with Glean Assistant, ask follow-up questions, or inquire about anything relevant to the issue by quickly accessing the Assistant without leaving Salesforce. Users can hover over a document and click to see a summary. In addition to related tickets and knowledge base articles, Resources will surface the latest relevant documentation from across the company, such as Slack threads, to help solve the ticket. In addition, Glean also surfaces other cases that might be related to the current issue.

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Run agents

Admins are able to add selected agents to Glean in Service Cloud. End users can see and run these agents right from the interface.

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Compose a response

Glean helps you compose a response based on the case contents. End users can modify the response and send it to the customer, thus streamlining communication.

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Glean Search App

Click the Glean icon on the top bar. Glean Search will open, allowing you to search across all your enterprise apps connected to Glean, directly from Zendesk.

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Ability to greenlist data sources for search, recommendations, and chat

Shown below in the installation instructions, admins have the ability to greenlist a certain set of data sources for search and related documents.

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Installation Instructions

Note: If your organization already has a previous version of Glean in Service Cloud, you may be able to upgrade instead of re-install. Checkout “Upgrade Instructions” in the next section. Install the app from AppExchange: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N4V00000GuFOBUA3
  1. Navigate to the above installation URL and follow the installation process. You can then enable the app for all users or a test group. Select “Install for all users” and accept the installation terms.
  2. In our latest packages, we ask for permission to install an additional CSP Trusted Site. This helps make sure Glean in Service Cloud loads correctly after installation. Checkbox “Yes, grant access to these third-party web sites” and click “Continue” to finish the installation.
  3. Once the package is installed, visit any Case Record page and click on “Edit Page” to go to Lightning App Builder.
  4. Search for “Glean” components in the top-left search bar. Glean apps should appear in the “Managed” section on the left hand side in the lightning app builder page.
  5. Drag the Glean Case Assistant component to your desired location on the Case Record layout. (Recommendation: Position it in the top right corner for optimal visibility)
  6. Configuring Glean Apps:
  7. In Lightning App Builder, select the Glean app to access its settings in the right sidebar.
    1. Optional Settings:
      1. webAppUrl (optional): Enter the web app URL for your Glean setup. If you have a custom Glean subdomain, use https://subdomain.glean.com. Otherwise, use the default URL https://app.glean.com.
      2. Datasources Filters (optional): You can use Glean’s admin console to configure datasources for Glean in Service Cloud. Please reach out to your AE to enable this functionality.
  8. Finalizing: a. Click “Save” to apply your changes. b. Navigate to a case page to verify the Glean Case Assistant is functioning correctly.

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Upgrade Instructions

Find the latest app version from AppExchange (version 0.10.0): https://appexchange.salesforce.com/appxListingDetail?listingId=a0N4V00000GuFOBUA3
  1. Navigate to the above installation URL and follow the installation process. You will be prompted with “An earlier version is installed. It can be upgraded while preserving the existing data.” Choose the group of users you wish to install for, and click “Upgrade”
  2. In our latest packages, we ask for permission to install an additional CSP Trusted Site. This helps make sure the Embedded Integration loads correctly after installation. Checkbox “Yes, grant access to these third-party web sites” and click “Continue” to finish the upgrade.
Configure Glean in Service Cloud
How to configure and set up Glean in Service Cloud for your team. Glean in Service Cloud brings AI-powered features directly into your team’s support applications to improve ticket resolution efficiency. As a Glean Admin, you can configure Glean in Service Cloud to align with your team’s specific needs.

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​Setting up a Glean in Service Cloud configuration

To customize Glean in Service Cloud, you’ll need to create a configuration in the Admin Console:
  1. Navigate to Admin Console > Platform > Embedded Integrations.
  2. Click the New Configuration button.
  3. Select Service Cloud. If your team uses multiple applications, you can add configurations for each one.
After selecting an application, you’ll be directed to an editor screen where you can customize the configuration. Once you click Save, your configuration will appear in a table on the Glean in Service Cloud page.

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Customizing knowledge sources

Glean in Service Cloud references various knowledge sources to suggest next steps and recommend resources. You can edit these sources to better suit your team by editing the Knowledge Sources field in your configuration. By default, this field is left blank, allowing Glean in Service Cloud to reference all company knowledge in Glean. If you specify sources in the Knowledge Sources field, Glean in Service Cloud will only use those sources, ignoring all others. Once the configuration is saved, your changes will take effect immediately. ​Draft a Response feature The Draft a Response feature helps your team craft responses to customers. You can customize how they’re written by adding instructions. For example:
  • Specify a salutation that you want responses to begin with.
  • Specify a signature that you want responses to end with.
  • Specify the desired tone or formatting of messages.
Once the configuration is saved, your changes will take effect immediately.

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Adding AI agents to Glean in Service Cloud

You can add Glean agents into Glean in Service Cloud, enabling your team to run agents without switching contexts. To add agents:
  1. Open your Glean in Service Cloud configuration.
  2. Go to the Your Agents section.
  3. Click Add Agent to see all agents that are visible to everyone
  4. Select your desired agent and click Add. Repeat as needed to add multiple agents.
Once added, the agents will appear in the Your Agents section. From here, you can:
  • Rearrange agents by dragging them into the desired order.
  • Remove agents by clicking the trash bin icon.
Note: If an agent is deleted or its visibility is restricted, it will be automatically removed from your configuration. Once the configuration is saved, your changes will take effect immediately.