09/04/18 19:32 PM  

Download Salesforce Agent Application Logs | RingCentral Contact Center

« Go Back

Article

 
SummarySalesforce Agent allows you to download the application logs. The article lists the requirements and steps to download Salesforce Agent application logs.
Details

 

Download Salesforce Agent Application Logs | RingCentral Contact Center


To ensure the most information as possible is present in the logs, the Log Level should be set to ALL prior to the issue occurring and prior to downloading the files. Log files are not saved to the agents local machine, they are saved to their Salesforce instance.


Set Log Level to ALL

NOTE: If the Log Level is already set to ALL you may skip to download Agent Application files.

Retrieve Agent Application log files manually

 

Set Log Level to ALL

 

1. Click on the Options button of the agent application, in the lower left corner, and then click Edit.

User-added image

2. Change the Log Level drop-down menu to ALL, and then click Save.

User-added image

3. To verify if Preserve Log is set, please repeat step 1 and then click Download Log to establish a new baseline.

User-added image

4. Once the issue has occurred, go back into options and press the Download Log button. The files should automatically be downloaded, or prompt the user to download or save, to the computer.

 

Retrieve Agent Application log files manually
 

If the files do not download automatically, follow the steps below to retrieve them manually:

1. Go to the Documents tab in Salesforce. If not listed, it can be added to the Salesforce toolbar (in the default view) or main drop-down menu (in the Support Console view) via the Customize Tabs feature.

2. Change the Folder drop-down menu to My Personal Documents, if not already selected.

User-added image

3. There is unfortunately no way to download the files directly from Salesforce, so open each file into a new browser tab by clicking View.

User-added image

4. Copy the contents of each file into an application, such as Notepad or Notepad++, saving them as separate files. Include some unique identifier in the name, but retain the existing names as well (e.g.{agent name}_agentConsoleApp).

 

Ranking
Was this information helpful?
Yes
No
Somewhat

Tell us why and what can we do to improve this information