Upgrading ScreenMeet for Salesforce

This guide provides comprehensive instructions for upgrading your ScreenMeet for Salesforce package to the latest version.

Following these steps will ensure a smooth transition and help you take advantage of our newest features and improvements.

Before You Begin:

• Test in a Sandbox: We strongly recommend performing and testing the full upgrade process in a sandbox environment before upgrading your production organization.

• System Administrator Access: You will need Salesforce System Administrator permissions to perform this upgrade.

Step 1: Check Your Current Package Version

First, identify which version of the ScreenMeet package you currently have installed. This will determine the specific steps you need to follow.

1. In Salesforce, navigate to Setup.

2. Use the Quick Find box to search for and select Installed Packages.

3. Find ScreenMeet or Remote Support in the list and note the Version Number.

Step 2: Pre-Installation: Back Up Your Data (If upgrading from < 1.9)

This step is critical if you are on a version older than 1.9. If you are on version 1.9 or newer, you can skip to Step 3.

Because the underlying custom objects changed in version 1.9, you must back up your existing ScreenMeet session data before installing the new package.

• Use the Salesforce Data Export feature to export all records from the following objects:

  • screenmeet_ScreenMeet_Sesion__c

  • screenmeet_ScreenMeet_Session_Device_Info__c

  • screenmeet_ScreenMeet_Session_Log_Event__c

Step 3: Install the Latest Package

This step is required for all upgrades.

1. Go to the ScreenMeet listing on the Salesforce AppExchange: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000EJdXxUAL

2. Click Get It Now to begin the installation.

3. When prompted during the installation process, select Install for Admins Only.

Step 4: Perform Version-Specific Upgrade Actions

After installation, follow the instructions below that match the version you identified in Step 1.

If you are upgrading from version 1.15 or newer:

No further actions are needed in Salesforce. Please proceed directly to Step 5.

If you are upgrading from version 1.12, 1.13, or 1.14:

You must update your page layouts to use the latest Lightning Component.

1. Edit the record pages (e.g., Case, Lead, etc.) where you use ScreenMeet.

2. Remove the old component (ScreenMeetLiveWidget or ScreenMeetWidget).

3. Add the new ScreenMeetSessionWidget component to the layout.

4. Save and activate your changes.

If you are upgrading from version 1.9, 1.10, or 1.11:

Perform all actions from the section above, and then complete these additional steps for permission sets and security policies.

A. Migrate to New Permission Sets Version 1.12 introduced managed permission sets to simplify setup. You will need to migrate your users to these new sets.

1. Rename Old Sets: In Setup, go to Permission Sets. You will see duplicates. The old, custom sets will have a "Delete" option, while the new managed sets will not. Rename your old sets (e.g., "Old ScreenMeet Agent") to avoid confusion.

2. Assign Users to New Sets: For each permission set (e.g., ScreenMeet Agent), open the old and new sets side-by-side. Click Manage Assignments in each. Add all users from the old set to the new one.

3. Remove Old Sets: Once you have confirmed all users are migrated, you can remove the users from the old permission sets and then delete the old sets.

B. Remove Old CSP Trusted Site The Content Security Policy (CSP) is now included in the managed package. You can safely remove the old manual entry.

1. In Setup, search for and select CSP Trusted Sites.

2. Find the trusted site with the URL *.screenmeet.com that does not have a package icon in the Action column.

3. Click Delete next to this entry.

If you are upgrading from a version older than 1.9:

This is a significant upgrade that involves a change in the data model. You must perform all the steps from the sections above, plus this critical final step.

Update Customizations Any custom reports, triggers, flows, processes, or custom code that references the old objects must be updated to use the new objects.

• Old Objects:

  • screenmeet_ScreenMeet_Sesion__c

  • screenmeet_ScreenMeet_Session_Device_Info__c

  • screenmeet_ScreenMeet_Session_Log_Event__c

• New Objects:

  • screenmeet__Live_Session__c

  • screenmeet__live_device_attrib__c

  • screenmeet__live_session_log__c

This is the most critical part of the upgrade. Failure to update your customizations will cause them to break.

Step 5: Configure and Validate in the Console

This is the final step for all upgrades. It connects your updated Salesforce package with the ScreenMeet service account.

1. Log in to your ScreenMeet Console as an administrator: https://console.screenmeet.com

2. Navigate to the Salesforce Integration section.

3. Click Configure and Validate.

4. Once the process completes successfully, your upgrade is finished.

Step 6: Final Testing

After completing the upgrade in your production environment, perform a final round of testing.

Verify that agents can start sessions, that all integrations are working as expected, and that your reports are populating with new data correctly.