Tag Archives: hosting

Embedding Zingtree Decision Trees in Salesforce

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If you run a Call Center or do live support, and you use Salesforce, being able to link a Zingtree script or troubleshooter to each case is really handy. Not only does this give agents a guide to follow when helping customers, but if a case is transferred or reopened, the last viewed node in the Zingtree reappears, and the entire history of the session is available as well.

Inside of Salesforce, we’ll create an Agent Script button, accessible from each case. Clicking this button will open an Agent Script, built with Zingtree:

Here’s how to set up Salesforce with an embedded Zingtree:

  1. Go to Salesforce.com, and log in to your account.
  2. Click Setup on the top right of the screen.
  3. Select Build > Customize > Cases > Buttons, Links and Actions in the left panel.
  4. Click New Button or Link.
  5. We’ll modify the New Button form to look like this:
  6. Make the Label “Agent Script”.
  7. Make the Name “Agent_Script”. (The name cannot have space characters, so we use an underscore here.)
  8. Select Detail Page Button.
  9. The Behavior is Display in New Window.
  10. The Content Source is URL.
  11. For the URL, make it look like this (substituting the tree ID of your script for #########):
    https://zingtree.com/host.php?tree_id=#########&style=panels&show_history=1&persist_names=Restart&persist_node_ids=1&agent_mode=1&nopermalink=1&source={!Case.OwnerEmail}&session_id=#########-{!Case.CaseNumber}
  12. Click Save.
  13. Next, we have to add the custom button to the Case page layout. Within Setup, go to Build, Customize, Cases, Page Layout.
  14. Click Buttons.
  15. Drag the Agent Script button into the custom buttons area, like this:
  16. Click Save.

Now, when your agents are in a case, they can click the Agent Script button, and walk through your Zingtree troubleshooter with the customer. Awesome!


Customization Notes: You can use the Zingtree Advanced Hosting Options to customize the display of your tree within Salesforce by modifying the URL. Once you’re done, take the hosting URL, and add the following to it (substituting your tree ID for #########):

&source={!Case.OwnerEmail}&agent_mode=1&session_id=#########-{!Case.CaseNumber}

Decision Tree Uptime & Downtime with System Status Page

Zingtree is an ultra-reliable tool and we believe that the transparency to view the real-time status of your decision trees is incredibly important.

With our new System Status page, you can quickly access a running report of Zingtree’s server availability, including a real-time breakdown of uptime percentage, downtime in minutes and seconds, number of downs, and a digestible downtime summary. To locate this page, just select “More” from the Zingtree website menu, then “System Status.”

We use a dependable, scalable architecture built on Amazon Hosting, so no matter how much traffic we receive, we can always launch extra servers to keep things running smoothly for your hosted trees. In the rare case of temporary shutdown or maintenance, we will always be sure to let you know in advance.

To learn more, check out our FAQ, or contact our Tech Support team.

Nicer Zingtree Hosting

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New today: improved Zingtree hosting. If you have been using Zingtree to host your trees, log in to Zingtree and grab the new Zingtree hosting code.  Nothing major, but we’ve added some Zingtree chrome around the tree display to make it look much better.

We’ve also released a tweak related to iFrame embedding so that it will operate better too. No need to update your embed code for this one – it just works.

Go (re)plant a Zingtree this weekend!