Learn About the SDK

Learning Objectives

After completing this unit, you’ll be able to:
  • Define what the Embedded Service SDK is.
  • Explain the benefit of adding the Service SDK into your mobile app.
  • Define the prerequisites for using the Service SDK.

What Is the Embedded Service SDK for Mobile Apps?

We know, we know, it’s a bit of a mouthful. You probably have a bunch of questions on what the heck this thing is all about. Well, you’ve come to the right place.

The Embedded Service SDK for Mobile Apps is a set of tools to help you build some essential Service Cloud features into your iOS or Android app.

Snap-ins for Mobile Apps

First of all, in case you didn’t already know, this isn’t a product or stand-alone app, it’s an SDK (software development kit). This toolkit helps you inject Service Cloud features into your existing iOS (iPhone, iPad) or Android app. It’s intended to take your fabulous app and make it…fabulous-er!

Why Is This SDK So Great?

The Embedded Service SDK brings the features of Knowledge, Case Management, and Chat right into your app.

Embedded Service features

To explain why this is cool, how about a little story?

Let’s say your company sells Doohickeys. Your Doohickeys are awesome. And your mobile app that sells Doohickeys is awesome. The only thing is, you’re hearing from customers that they want some more help using your Doohickeys. They also want a little more hand-holding when using your app to customize their Doohickeys.

Knowledge feature

OK. No problem. First thing you can do with the Service SDK is connect the Doohickey knowledge base in your Salesforce org to your native app. No need to make someone awkwardly browse around the web on their mobile device. Instead, make it a seamless part of your app so that your customers feel at home when they’re getting help.

Case Management feature

Your customers still can’t find an answer to their question? Well then, let your customers create cases right within the app. They can ask their question or leave their comment without going anywhere. They can even get a mobile notification when an agent comments on their case.

Chat feature

What’s that you say? You want to provide real-time support? Well we’ve got you covered there too. Using Chat, a customer can have a live text-based chat with an agent (or even a chatbot) when they have a question.

When you use our Embedded Service SDK, you can pick and choose any combinations of these features to suit your needs. And even better, you can brand the interface so that it feels like a natural part of your app.

So now your customers will not only love your Doohickeys, but if they need a little extra help, they’ll also love the customer support experience.

Pretty cool, huh? Now let’s review the nuts and bolts of this SDK.

SDK Platforms and Features

We support two mobile development platforms:

  • iOS. You can use the Embedded Service SDK for iOS to build an app for iPhones and iPads. This SDK requires version iOS 10 or later.
  • Android. You can use the Embedded Service SDK for Android to build an app for Android devices. This SDK requires API level 21 (Lollipop) or later.
Each platform lets you pick and choose between several key feature areas:
  • Knowledge. Perhaps you already know that you can build a powerful knowledge base right in your org. And that you can make an Experience Cloud site (either public or private) where these knowledge articles are accessible. The SDK wires right up to that mechanism. You can point the SDK to a particular category of knowledge articles.
  • Case Management. At the most basic level, a customer can create a case from within the app, and they don’t even need a user account to do it. But, you can take this further and authenticate users so that right from your app, they can manage a list of their existing cases.
  • Chat. Offer your customers real-time, text-based conversations with your support agents, or even with a chatbot.
These features have a common customization mechanism so that you only have to customize things once, and the changes are reflected throughout the interface. You can customize colors, fonts, UI text, and images. We also give you access to some of the lower level APIs in case you want to build your own UI from scratch.

Get Your Org Ready for the SDK

If you’re interested in using the Embedded Service SDK in your app, first set up your org. In this module, we focus on tapping into the Knowledge features of the SDK. But you can pick any portion of the Embedded Service SDK that fits your needs. For the full scoop on exactly how to set up your org, visit Service Cloud Setup in the Embedded Service SDK Developer Guide (see Resources).

To continue following along with this Trailhead module, enable Knowledge, create Knowledge articles, associate articles with categories, and expose those articles through an Experience Cloud site. To get a leg up on Knowledge, we recommend that you complete the Knowledge Basics module before going any further in this module. Also check out Cloud Setup for Knowledge (see Resources) for the full list of requirements for using the Knowledge portion of the SDK.

Once your org is prepared, you can put these powerful Service Cloud features into your app with a few calls to our mobile SDK.

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