Advance Salesforce Case Management Capabilities with Apryse WebViewer

By Roger Dunham | 2024 Aug 30

Introduction

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Salesforce is the world’s most trusted customer relationship management (CRM) platform.

It includes a set of tools designed to enhance and streamline case management. These include centralized case tracking, automated workflows, and support for complex collections of documents and data held in a single searchable database. Reporting and analytics are also available, so it is no wonder that it is so popular across a range of industries.

Apryse WebViewer is a superb JavaScript-based PDF and document viewer. With a customizable UI and built-in security, your documents never leave your browser, and it offers a World-leading document processing capability.

With the WebViewer integration for Salesforce developers can quickly combine both technologies by seamlessly integrating the Salesforce-compatible Lightning Web Component. In just a few minutes you can start to give your end users access to a World Class PDF (and DOCX) editing tool, directly within the Salesforce UI, allowing them to do even more than Salesforce can do alone.

How can Apryse help to extend Salesforce case management capabilities?

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Enhanced Document Viewing and Interaction

Embedded PDF Viewer: WebViewer provides a superb PDF (and other document type) viewer directly within the browser. When integrated into Salesforce, this means that users can view case-related documents, such as contracts, invoices, or customer correspondence, directly within the Salesforce interface. There is no need to download the files and open them in a separate application.
Interactive Features: WebViewer supports interactive PDF features such as form filling. Users can fill out forms directly within the Salesforce interface, which can be particularly useful for cases that involve forms or complex documentation.

Improved Document Handling

Document Integration: Apryse makes it easy to work with PDF documents, integrating them with your Salesforce case records. This integration is so simple that users can view and manage case-related PDF documents more effectively, providing a more streamlined case management experience.
Including Documents within PDF Packages: WebViewer allows documents to be embedded directly within the PDF as a package or portfolio. This means that multiple documents part of a specific case could be collected into a PDF and then shared as a standalone file, simplifying file handling for end-users.
Automated Document Generation: Apryse WebViewer supports the automated generation of documents using PDF-based templates and case information. For example, case summaries, customer agreements, or resolution reports can all be created automatically from Salesforce data, with the resulting document being either a PDF or an Office document.

Advanced Document Manipulation

Built-in Document Editing: WebViewer does more than just support document viewing. It also allows in-browser editing of document content, whether that is within a PDF or within a DOCX file—and all without the need for any external dependencies such as Microsoft Office.
Document Annotation: Not only can you edit document content, but you can also allow users to add annotations or comments directly within the PDF, hosted within the Salesforce UI.
Annotations with Multiple Users: Multiple team members can work on the same document and can see who added which comment or annotation. It is even possible, if you need, to set up user-specific rules, preventing particular users from being able to edit or even see comments and annotations added by other users.

Enhanced Security and Privacy

Within Browser Editing: The ability to view and edit directly within the Salesforce UI means that there is no need to download documents. This massively reduces the risk of unauthorized users being able to see or copy the files.
Built-in Redaction Capabilities: WebViewer supports excellent redaction, allowing sensitive information to be removed from documents. Redacted areas can be manually or automatically selected using built-in or customer-configured rules. Some redaction solutions just mask the content, but with Apryse, the underlying content of the redacted areas is entirely removed, meaning that it cannot be recovered by searching the PDF.
Support for Digital Signatures: WebViewer allows you to either add a new digital signature to a document or verify that an existing document is correctly signed and has not subsequently been modified in a way that invalidates the signature.

Workflow Integration

Custom Actions: You can add custom actions within Salesforce that utilize Apryse’s features. For example, you could create a button that opens a document in Apryse’s viewer directly from a case record.
Automated Document Workflows: If you want to take interactions further, then you could set up an automated workflow within Salesforce that, for example, generates and sends a PDF document for review when a case reaches a certain stage.

Wow! That’s a lot of good stuff that Apryse offers, so what next?

Getting Started with WebViewer for Salesforce

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A little work is involved in getting WebViewer working within Salesforce, but it’s not complicated.

At its simplest, you can choose which options you wish to have available (or you could just stick with the defaults). For example, you may want to add the ability to support redaction or allow a File Picker to be included.

At the other extreme, if you wish, you can implement complex business logic to support whatever requirements you have, such as a DRM system, or alternatively, you may want to customize the UI to fit in with your corporate look and feel.

As an idea of the available functionality, check out the WebViewer Showcase.

There’s some great documentation to get you started, as well as some videos such as How to Deploy WebViewer to Salesforce (Low code).

To help, we are putting together a set of blog articles that will lead you through the practical steps of