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GENERAL KNOWLEDGE

What is Resco Mobile CRM for Salesforce?

Resco is a business mobile app that lets users view/edit/add/delete any Salesforce data on phones and tablets without limits. Full-featured solution allows for productivity while being offline – even for days. Many mobile-native functionalities (picture capturing and editing, email or document integration, signature taking, GPS navigation…) included in Resco, come as an extra to standard Salesforce functionality. Secure & customizable app can serve sales, field service, inspection and similar scenarios. Resco creates business solutions for other areas where mobility is the key. Recently these are Route Planner, City Smart Services, and there are more to come.

Learn more on Resco’s website or AppExchange

Why is offline functionality important?

Because of three common use cases:

  • No connectivity– There are occasions when a Salesforce user performs his/her job on-the-go in areas with poor or no connectivity. Whether it is a developing country, secured environment, underground cellar or a user is just moving fast between mobile cells. For such cases, it is necessary to be able to work offline, sometimes even for days or weeks without connection.
  • Slow or unstable connectivity– Even in developed countries, where Internet connectivity is generally perceived as very good, there are areas with poor 3G and 4G support. A weak connection causes slow performance, which can be even worse than no connection. Having the ability to work in offline mode protects users against interruptions, data loss and low-class job performance. Plus, it saves time and eliminates frustration.
  • Faster performance & better user experience– Many field workers prefer working offline to working online – even when there is a reliable connectivity available. This way, they do not have to worry about the “slow Internet”, data limits and can work with many records and heavy data seamlessly.

Read more about Resco’s offline in this article.

Is Resco a start-up?

Resco company is the same age as Salesforce. Being on the market for 20 years, Resco has become a trusted partner & a business solution provider to many companies worldwide (currently serving 2,200+ corporate customers & working with 600+ partners). More than a decade ago, Resco became one of the pioneers of a mobile CRM technology – later, the focus has shifted towards a mobile app platform development. As of 2018, Resco has been recognized in Gartner’s magic quadrant as MADP niche provider. If you have not heard of Resco yet, it is because its focus on the integration with Salesforce started in the second half of 2016.

How is Resco integrated with the Salesforce platform?

Resco is a native mobile app connecting to Salesforce via its APIs. As any other popular 3rd party app that integrates with Salesforce (and can be found on the AppExchange store) – Resco is easy to implement and use. It is not necessary to integrate any other 3rd party app with Resco, since it is a fully-functional business tool with hundreds of capabilities.

Is our Salesforce data secure in Resco (and outside of Salesforce)?

Yes. Resco guarantees 100% security, safety and protection when it comes to client data. Just like other Salesforce partners who have thousands of Salesforce integrations, Resco has had zero issues with customer data. Data security is high on the list of Resco’s priorities and integrated MAM (mobile application management) is one of Resco’s benefits. App admins can apply various security rules, or remotely lock & wipe the entire app and more.

Why to choose Resco in comparison to the similar solutions?

  • Salesforce data + mobile-native features + offline – Resco’s mobile app for Salesforce is an add-on to the Salesforce standard web-based UI. The app comes with all mobile-native features (GPS, calls, business card/QR code/barcode scanning & more) and a possibility to manage all functionalities = run all business operations fully offline.
  • True offline – user can harness, access and continuously work with up-to-date Salesforce data regardless of how unreliable the internet connection may be. This means, there will never be a problem to fully utilize offline maps, mobile reports, knowledge-base articles, surveys & more.
  • Fast synchronization – users can quickly sync the data when being online for later offline access. Admins can determine which functions and data will be available when the app is offline and how will the syncing happen.
  • High flexibility in configurations – basic and advanced no-code customizations can turn each Resco app to a branded business solution for a specific scenario. Having this option is crucial for enhanced user experience and user adoption. Possibility to use the code-free administration & customization tool named Woodford is included in within the Resco app license.
  • All platforms, all devices – Resco app is available on all platforms (iOS, Android, Windows) and for all kinds of businesses, entailing common Salesforce + mobile-native functionalities, such as route planning, mobile audit, rich multimedia support, and much more.
  • Mobile Audit – incorporated in the app, it helps managers understand better how it is used by their field workers. With this capability, you can analyze whether the mobile app is used, when it is used, by whom, how exactly or where it is often accessed. Thanks to the GPS coordinates, Resco can simply examine where any activity took place – this is something a standard desktop solution can’t perform.
  • Device Security – Device Security Management tools integrated within the app protect companies from losing the company data. Corporate data about customers, contacts, orders, invoices, etc., is one of the main assets of every business. Mobile – and mainly offline access to corporate data brings new risks companies deal with. A device (with the company’s data) can get easily lost or stolen. So, a company must have a tool to protect it from unauthorized usage.
  • Hundreds of easily configured features to choose from – Resco releases new updates to its solutions 4-times a year. The company brings improvements based on user requirements to all its technologies, including Resco’s app for Salesforce. Functionalities like rich multimedia & documents, offline reporting, route planning are just a few of the examples.
  • What’s the architecture of Resco for Salesforce?

    All corporate data are stored within the Salesforce environment and there is no replication of business data to Resco Cloud. Resco stores only the following:

    • Object metadata
    • Mobile projects
    • Reports, favorites, audit
    • Users, profiles, permissions
    • Project specific localizations

    Any change in the Salesforce organization requires manual metadata update via Woodford. There are exceptions, where metadata update is handled by the mobile app, such as object and field level permissions or layout and record type mapping.

    Read more about the architecture and metadata update in the Woodford guide.

    Do you support Chatter?

    We do not support Chatter at this moment. However, it is planned to be included soon. 

    STARTING OFF WITH RESCO

    What’s the easiest way to connect Resco to Salesforce?

    Download the Resco Mobile CRM app at your store, sync it with your Salesforce organization (production or sandbox) and input your Salesforce credentials. For a more detailed description, see our support website

    Do I need to do any programming prior to testing Resco on my Salesforce organization?

    No. There is zero deployment for the out-of-the-box version.

    Can I get an out-of-the-box version of Resco with my Salesforce data for my use case?

    Yes. Resco’s mobile solutions are very versatile. Field users can test mobility for Salesforce regardless the scenario. There are two options to start with:

  • For users who prefer to explore the solution straight away, without any prior configuration:
  • Now, three out-of-the-box customizations for different use cases are available. Ready-to-use application with a pre-defined schema & objects is ready-made for Sales, Field Service and Inspection scenarios.

    Read more about the customization templates available.

  • For users who’d like to get personalized experience directly:
  • For such purposes, there is a code-free tool Woodford, to either modify existing mobile projects (be it Sales, Field Service or Inspections) or to customize the app for a case-specific scenario, and brand it to a unique business. For example, an admin can create a vertical solution (with Salesforce data) for sales reps executing customer visits for the pharma company.

    Do I need different app versions for various users (e.g. for salesmen/field service technicians/inspectors…)?

    No, it is just one app driven by customization. User just logs in, app downloads a customization configured for his/her User Profile and applies it. Currently, when connecting Resco to your Salesforce organization, the default customization a user will get is Mobile Sales. However, you can easily replace this by creating new customization from one of predefined templates available in the Woodford tool.

    Do I need to be a skilled programmer to further customize Resco?

    Resco mobile experience can be configured and tailored without any coding skills. Any Salesforce custom data can be reflected In Resco, and all can be presented in a way that would fit each business’ needs. Woodford lets users configure any custom object to take advantage of standard Resco features, such as maps, charts, reports or a calendar. Woodford allows you to create new icons, modify the app behaviors, add your own business logic, design dashboards, apply your own branding, and much more.

    How do the customizations work?

    Most of the changes & configurations made within Salesforce are automatically imported to Resco, others are easily transferable. Resco offers extra customization options – tailor-made fonts, ready-to-use icon packs, color-coded calendars, depended picklists & lookups, and more. To learn more, check out this blog post.

    *There are exceptions, when it comes to custom logic in Salesforce Triggers or VisualForce Pages. When these behaviors are needed while working offline, it is necessary to replicate them using Resco customization tools.

    Can I use out-of-the-box objects from my Salesforce organization in Resco?

    The default configuration is optimized for efficient offline Mobile Sales scenario using standard objects, but with Woodford you are free to throw any object from Field Service or other Salesforce Cloud organization into the mix. Of course, you get a full support for any custom object online and offline.

    What else is there to know before I start working with Resco?

    Salesforce Object = Entity in Resco

    – the definition of information you store (standard or custom)

    Salesforce Profile = Role in Resco

    – represents a group of users, usually sharing the same permissions to perform different functions within Salesforce/Resco

    Salesforce Role = Business Unit in Resco

    – assigned responsibility of a user, partner account, or contact for specific accounts and opportunities


    LICENSING AND PAYMENTS

    Which Resco licenses are available and how to decide on which one to purchase?

    • Purchase the Resco Enterprise license if:

    your business mobile users work with standard sales/field service/inspection objects (or any other common CRM objects like Lead, Opportunity, Quote, etc.) or you need Enterprise class features such as Route Planning, Auditing or Device Security Management.

    • Purchase the Resco Professional license if:

    Your users will benefit from a countless number of features of Resco configured only for platform objects (e.g. Account, Contact, Event) and your business specific Custom objects.

    If you are planning to use advanced Resco features, check out the official pricing information on our website. 

    What Salesforce license do I need for Resco to work?

    Resco can be used with any kind of Salesforce license and edition (force.com, essentials, group, community, standard, enterprise, ultimate).

    Is the Resco license included in the price of the Salesforce license?

    No. Resco is an independent company with its own robust technology and know-how, therefore, we have our own pricing strategy. Among our customers, Resco is known for its very good value for money ratio.

    What payment method do you use to sell licenses?

    Our customers and partners pay for purchased licenses via bank transfer based on a Resco-generated invoice they receive. There is no need to use 3rd party payment tool (such as Stripe).

    IN-DEPTH TECHNICAL KNOWLEDGE

    Does Resco support Lightning and can our custom-built Lighting components work in Resco?

    Since Resco is built on its own mobile platform and not on the force.com stack, it cannot host lightning components, nor Visual Force Pages. However, it is possible to integrate these in online mode using the iFrame component targeted at Salesforce URLs. You can implement iFrames as dedicated mobile form or its section. It is easier and more user-friendly to create dedicated mobile layouts (including fields from other objects and validations) declaratively using Resco form rules. However, offline Visual Force Pages are not supported by any technology as they depend on the Salesforce backend to serve them.

    Can your solution pass lightning app page layouts through, or is custom design of the app page layouts mandatory?

    Resco cannot simply “pass” Salesforce page layouts, however you are able to perform single-click import of Salesforce layouts into Resco format and further tailor these layout for mobility in Woodford tool.

    Which CRM systems are compatible with Resco apart from Salesforce?

    Apart from Salesforce, Resco is a business mobility provider for various back-ends, mainly Microsoft Dynamics 365/CRM. Other systems can be integrated using Resco Cloud backend and custom integration plugin. Resco Cloud supports proprietary REST API as well as standard OData endpoint. It is possible to use 3rd party middleware such as Scribe for integration purposes.

    Can Resco be integrated with an ERP system?

    Yes, it is possible via Resco Cloud backend synchronized with ERP system. The synchronization module must be developed by an integrator. 3rd party middleware solutions such Scribe are supported. We have many successful integration and implementation stories with systems like SAP, Oracle Siebel or Dynamics AX.

    When I’m creating a custom Salesforce organization, do the changes apply to the Resco application? How does it work?

    Yes. Configurations of user permissions and profiles are automatically imported from one environment to another (Resco/Salesforce). Edits to layouts or list views are transferable within a few clicks. Users can re-implement some changes (validation rules, offline triggers, VisualForce changes), however there is a variety of configuration possibilities that come extra with the Resco app (unavailable within the Salesforce environment). Thanks to advanced configurations on Resco’s side, you can configure records to be shown on map or as chart, use any custom object in Route Planner, create & customize Questionnaires, Private Dashboards, and much more.

    You mentioned that with Resco, you can work offline for days or weeks. How does Resco handle potential sync issues when the same record has been edited online and offline during this blackout?

    Resco handles conflicts concerning different fields of the same record gracefully. If the same field is changed, it can be configured to handle conflicts automatically (client wins/server wins) or show problematic record to user and let him/her handle the resolution including so called “merge” functionality.

    Can Resco perform advanced business logic in offline mode?

    Yes. The Woodford tool provides comprehensive and easy-to-use graphical interface for defining advanced business rules and workflows (e.g. showing/hiding/calculating other fields, the logic can even use queried data from other objects). These can be executed in offline as well as in online mode. For the most advanced scenarios, you can always use custom JavaScript code via Resco JS bridge API.

    Please note, that to make things more convenient, Resco supports standard Salesforce business logic for Sales and Service scenarios in offline mode out-of-the-box.

    Can we export offline database for development or debug purpose?

    Yes, it possible to disable database encryption using Woodford configurator and then use standard SQLite tools to work with the database. The database is encrypted for security reasons, so it is not recommended for production deployments. However, it is possible to interrogate database via JavaScript API or export records to Excel from UI. For advanced development scenarios, our support department can provide you with all support you need. You can contact support here: mobilecrm@resco.net.

    Does geolocation work offline on all the platforms?

    Yes, as long as there is the GPS signal in the area.

    How are the triggers, workflows, validation rules and apex classes executed in Resco?

    In general, all the workflows, validation rules and triggers are server-side behaviors, and as such they are executed only when records are sent to Salesforce. When using the app in offline mode, they will be executed when the app is synchronized (this can happen on user action or automatically in the background). If these server behaviors should be executed in offline, they must be replicated using the Woodford customization tool or by custom JavaScript code. The basic validations derived from Salesforce object definitions (e.g. required fields, number lengths) and permissions settings are automatically enforced by Resco and does not have to be replicated. The automatic execution of Salesforce validation rules is in offline is coming soon.

    Does Resco support Gmail and Exchange/Outlook email & calendar integration?

    Both email tools are fully supported. Users can send, receive, forward and track emails. Attachments, and all other email features are also available. Right now, we don’t support the calendar sync for Salesforce for neither (Gmail, Outlook). However, this is on our roadmap and as any planned feature, it can be prioritized based on a client demand.

    Can we integrate Resco with generic emails via IMAP/POP3 protocols?

    No, currently Resco only supports Gmail and Exchange.

    Will the caller’s name appear on the screen, if the person is not in my device contact list, but is my CRM contact?

    Due to inherent limitations of other mobile platforms, this is supported on Android devices only.

    Can Resco be configured to use Google maps instead of for example Bing maps predefined in Windows?

    Resco uses Google maps for Windows Desktop and Android. For iOS user can choose to use Apple Maps or Google Maps. Additionally, on iOS and Android, it is possible to work with Open Street maps in offline mode via Mapbox tool. In Windows Store app, Bing maps are used. Read this guide on offline maps to learn more.

    How can I control which fields will be visible in the layout?

    The app respects Salesforce permissions for the user, so disabling the right to a field is reflected in app (online or offline). You can also configure dedicated customizations per user profile, where you can import Salesforce layouts and tailor them to your mobile needs. Furthermore, you can use Woodford’s to write complex rules (even based on values of related records) to dynamically enable/disable/show/hide/make mandatory fields. The rules can be triggered by system event or user action.

    Can we use Resco with Salesforce Partner Community Users?

    Yes. You only need to make sure that Partner User Profile enabled for Partner Portal also have the API Enabled flag checked from the configuration point of view. The default Partner profiles from Salesforce do not have it, so you’ll have to clone the profile, set the API Enabled flag to true and associate the new profile with your portal. Also make sure that the parent account owner is the user with associated role. Then you can use Resco Mobile app to connect, just be sure to use Standard User option to log in instead of OAuth2.

    What about Salesforce Platform Encryption? Can it be used with Resco?

    Yes, it can. Salesforce Platform Encryption (sometimes called Shield Platform Encryption) can be used with Resco, only standard Salesforce limitations apply.

    COMMON ISSUES

    I can’t I log in/register to the app.

    This can happen when the Name, ID or URL of your Salesforce organization changed (note that refresh of a full Sandbox usually changes the organization ID). In such cases, you will need to re-connect your organization to Resco using the Mobile App. To recover your customizations, please contact Resco and we will gladly recover them for you in no time. Please note that it is always a good idea to back up your customizations using Export/Import mobile project functionality.

    I can’t I log in to the Woodford configurator.

    Read the answer above. The same can apply to Woodford.

    If none of above is the case, check whether the app was used to connect to your Salesforce organization already. It is mandatory to connect using the mobile app before you use Woodford. Also, please double-check your URL. For production organization, always type in: https://salesforce.com and for sandbox: https://test.salesforce.com.

    I cannot see my records in the app, changes are not synchronized.

    This is a possible scenario, if the Metadata Update in Woodford was not done yet. Please note that your organization is connected with Resco, Woodford uses a “safe” default schema of Salesforce trial orgs without any custom objects. It is also possible that Metadata was updated, but user that logged-in to Woodford has limited privileges (e.g. by non-admin user) and doesn’t “see” the custom objects. Please make sure, you always access Woodford with a user that has access to all the objects you need to configure.

    My metadata update failed.

    Often this happens when there are not enough resources in your local system. First, please try to restart Woodford or in case you use the Silverlight version of the app, increase the local storage quota.

    Changes I made to picklist values are not reflected in Resco.

    In Woodford, first please make sure to Update the Metadata. If this doesn’t help, please open your Mobile Project, open Localizations menu and look for the object and field you experiencing problems with. Manually change one of the translated values and re-publish the project.