Adobe Acrobat Sign for Salesforce: Installation Guide (v24)

Adobe Acrobat Sign integration for Salesforce is designed to provide you with a smooth e-signing experience that has multifold benefits, including:

• Easily track and manage agreements.
  
• Close deals faster with Acrobat Sign and Salesforce integration.
• Simplify signing processes with Process Builder to reach success faster. Acrobat Sign works across Salesforce clouds and supports the latest technologies like Lightning and Salesforce1 mobile.
  
• Track agreements with Acrobat Sign embedded in your email client and integrate it into Salesforce CPQ and Community Cloud portals.
  
• Signed documents are automatically routed back to your team in Salesforce and you can securely collect payments in Salesforce with Acrobat Sign.
  
• Minimize business and legal risks with automated signature processes and authentication.

Acrobat Sign for Salesforce works from any browser and mobile device. The app is available from the AppExchange and supports the following Salesforce Editions:

• Professional
• Enterprise
• Unlimited
• Developer
• Performance

Prerequisites

Before downloading the Adobe Acrobat Sign for Salesforce package, you must contact the Acrobat Sign support team to ensure that:

• Adobe Acrobat Sign account is properly provisioned in the Salesforce channel.
• Correct userID (email address) is designated as an administrator in the Acrobat Sign system.
• All potential user domains (that your users will use in their email addresses) are included. Don't include public domains like gmail.com or yahoo.com.
• You have a list of all users in the Adobe Acrobat Sign system using your owned domains. You may need to request valid users to be moved into your Adobe Acrobat Sign account.

Note: The user email in Adobe Acrobat Sign must match the primary email of the user. Else, you must Change the Adobe Acrobat Sign email value.

To successfully install and use Adobe Acrobat Sign for Salesforce, you may need to make the following settings in the Salesforce environment:

• Disable any pop-up blockers during installation and configuration.
• Enable cookies on your browser. 
• Enable third-party cookies, which is required in some browsers.
• Enable My Domain to use Adobe Acrobat Sign in the Lightning environment.
• Navigate to Setup > Settings > Security > Session Settings, and ensure that Lock sessions to the IP address from which they originated is disabled.
• Assign a valid license to the Adobe Acrobat Sign Users and Administrators.
• Check upload file size. The file upload size is limited to ~700 KB in Salesforce Lightning. You can configure Salesforce to send documents from the library up to 9 MB in the background.
  See Configure Salesforce to Send Large Documents.

Supported Browsers

• Chrome - current version
• Firefox - current version
• Safari - current version
• Edge - current version

Note: Salesforce administrators cannot launch the Set Up wizard in Edge browsers.

Known Issues

Known Issue with the Acrobat Sign for Salesforce application:

If you've enabled account sharing on your Acrobat Sign account, the users that are not included in the agreement cannot view the agreement in the Salesforce environment, unless:

• The agreement was created from a shared library template in the Adobe Acrobat Sign library.
• The library template is shared in a manner that includes the viewer via: (a) Shared for all users in the account, or (b) Shared at the group level, where the sender and viewer are in the same group.

Note: You can use Adobe Acrobat Sign to view the agreement.

Adobe Acrobat Sign Support

For any questions or additional assistance, contact Adobe Acrobat Sign Support or your designated Client Success Manager.

Install Adobe Acrobat Sign for Salesforce v24

New Customer Testing and Installing for the First Time—For those who are new to Adobe Acrobat Sign for Salesforce, you can try installing and start sending test agreements within minutes. Basic installation to the point of functionality takes only 15 minutes

Existing Customers Upgrading from Previous Versions—We strongly encourage customers to upgrade to the latest version of the package to take advantage of the latest features and also get the best support. See the Upgrade Guide for more information if you are upgrading to Adobe Acrobat Sign for Salesforce v23.x from a prior version.

The Lightning experience is fully supported by the Adobe Acrobat Sign package, and these instructions are written using the Lightning interface.

Important Sandbox Testing Notes

When testing on a Salesforce Sandbox, you often are not using a real email address that you have access to. (e.g., user@company.com.sandboxname) If so, we strongly recommend that you change your Salesforce Sandbox email to a real email address before you begin testing so that your Adobe Acrobat Sign account is tied to a real email address. If not, it may be problematic if you want to change your email address later when you move to Production because your Adobe Acrobat Sign account will be tied to an email address that does not exist and cannot be verified to make email changes.

Install Adobe Acrobat Sign package

You must have a Salesforce account to install the Adobe Acrobat Sign package. If you do not, you can create one during the installation process as described below:

Post-Install Configurations (Required)

You must complete the following configuration steps before you can start sending Adobe Acrobat Sign agreements from Salesforce:

Apply Adobe Acrobat Sign Permission Sets

Acrobat Sign installs four permission sets to facilitate granting field-level access to the custom objects:

• Adobe Acrobat Sign User - Minimum required permissions for an Adobe Acrobat Sign for Salesforce sender user. Includes limited access to the required components included in the managed package: objects, fields, tab, classes, and pages
• Adobe Acrobat Sign Community User - Minimum required permissions for an Adobe Acrobat Sign for Salesforce community user. It includes limited access to the required components included in the managed package: objects, fields, tab, classes, and pages.
• Adobe Acrobat Sign Admin - Minimum required permissions for an Adobe Acrobat Sign for Salesforce administrator user. It includes full access to all the components included in the managed package: objects, fields, tab, classes, and pages.
• Adobe Acrobat Sign Integration User - All required permissions for an Adobe Acrobat Sign for Salesforce integration user. Includes all admin access as well as access to all org data.

Assign yourself and any other full-access Admins the Adobe Acrobat Sign Integration User permission set.

All users of the Adobe Acrobat Sign package will need to have Adobe Acrobat Sign User applied before they can use the service.

Launch the Adobe Acrobat Sign Setup Wizard

Add the Agreements Object to Page Layouts

You can improve the usability of Adobe Acrobat Sign by adding the Agreement object to the page layouts. Users need to interact with the Agreements object most when sending documents for signature.

Optional Post-Install Configurations

Adobe Acrobat Sign allows for a very wide array of optional configuration options that can elevate your e-signing experience.

To learn about the optional and valuable configurations, refer to the Advanced Configuration guide.

Enable Delegator Roles for Recipients

The Delegator roles are a placeholder for the situations where you know someone will have to interact with the agreement, but you can’t determine who that will be at the time you are sending the agreement.  The Delegator is not expected to act, so no fields are available to them when they receive the document.  Once they have delegated the agreement, the delegatee will have full access to all of the fields designated for their access.

There are delegator options for all five of the standard roles (signer, approver, acceptor, form filler, and certified recipient).

To enable the Delegator roles:

Add Agreements to other Salesforce Objects

You may associate Adobe Acrobat Sign Agreements with Salesforce objects of your choosing (standard or custom objects). This enables you to create Agreements that are linked to those objects and shows all the related Agreements on that object’s page.

Follow the steps below to associate Agreements with an object:

Advanced Identity Authentication Methods

Legally, authenticating to an email account (and thus the signing URL on the email) is sufficient to capture a binding signature. However, in many cases, a second-factor authentication for the signer’s identity is desired. Adobe Acrobat Sign provides four second-factor identity verification methods (US-based customers have five options when KBA is included):

• Password (enabled by default) —Recipients enter a password to view and sign the agreement. Password must be separately communicated to the recipients. Enabled by Default
• Phone Authentication—Recipients are sent an automated text (SMS) message or phone call with the required code.
  • Per transaction costs apply
  • Disabled by default
• Knowledge-Based Authentication—Recipients answer questions taken from publically accessible databases to verify their identity.
  • Per transaction costs apply
  • US-based signers only
  • Disabled by default
• Government ID Authentication - Recipients submit an image of a passport or government-issued ID/Driver's License
  • Per transaction costs apply
  • Must be enabled by your success manager in the Acrobat Sign system
  • Disabled by default

There are two configuration options to consider:

• Which (if any) second-factor verification methods do you want to enable?
  • Keep in mind that Phone, KBA, and Government ID authentication have a cost attached, so they should not be enabled unless there is a contract permitting this usage.
• Do you want all signers to always use the same verification method, or do you want to set per recipient verification?
  • Also allowed is the idea of “internal” vs “external” signing methods. Acrobat Sign classifies any email address included in your Acrobat Sign account as an internal signer, whereas any email not in your account is external.
  • Strongly recommended if you're using a paid authentication method and collect internal counter-signatures.

Enable Advanced Identity Authentication Methods in Acrobat Sign

To enable the advanced authentication methods in the Adobe Acrobat Sign account:

Enable Advanced Identity Authentication Methods in Salesforce

To adjust the available authentication methods in Salesforce:

Enable Advanced Identity Authentication per Recipient In acrobat Sign

Customers that implement second-factor verification will likely want to enable separate signer identity methods so their internal signers aren’t challenged as vigorously.

The configurable settings are in the same location as the verification methods.

To enable the options in the Adobe Acrobat Sign account:

Enable different Identity Authentication methods for internal recipients In Salesforce

To adjust the available authentication methods in Salesforce:

Adobe Acroabt Sign for Salesforce - Professional Edition

If you are using Salesforce Professional Edition, please make sure to follow the instructions in the following sections after completing the standard installation steps.

Things to consider

Adobe Acrobat Sign configurations

All the custom objects shipped in Adobe Acrobat Sign for Salesforce are set to Private access at the Organization Default Level Setting.  This is in place to ensure proper level security as per Salesforce Security guidelines.

Admins should carefully read through and understand the Record Level Sharing (and other permission models) in Salesforce. This trailhead is useful if you need a refresher.

If your business requirements warrant a less restrictive environment, that can be achieved:

• Navigate to Setup > Security > Sharing Setting 
• Edit the sharing permission to “Public Read/Write” for the objects as per your requirement 
• Click Save when done

Changing objects to Public access means the record can be viewed/edited by all the authenticated users.

We recommend using role hierarchy, groups, profile permission, permission sets, etc for this purpose instead of changing the Organization-wide default.

Salesforce controls

The below settings are not specific to the Adobe Acrobat Sign for Salesforce application, but they are resources that are used. 

Because any change to these settings apply to the whole Organization (including other apps installed in the Org, as well as custom code), Adobe Acrobat Sign does not want to override the admin’s configured setting.

However, we strongly recommend enabling these settings for the following reasons:

Common Issues

Granting Access to Additional Profiles

During installation, you may have only granted Administrators access to Adobe Acrobat Sign for Salesforce.

To extend access to additional user profiles, refer to Adobe Acrobat Sign for Salesforce: Granting Profile Access.

Updating Email Addresses or Passwords

Administrator Salesforce Account Password Changes

If the Salesforce password or username has changed for the account linked to Adobe Acrobat Sign for your Salesforce Org, remember to update it so that status updates continue to work appropriately for agreements in your Org.

1. Navigate to the Adobe Acrobat Sign Admin page and select Enable Automatic Status Updates.
2. Select Enable.
3. When prompted, allow access to Adobe Acrobat Sign.

Updating user email addresses in Adobe Acrobat Sign

If a user in your Salesforce organization has an email address change, that user’s email address must also be changed in Adobe Acrobat Sign.

Acrobat Sign users can change their own email addresses. To learn how to change email addresses in the Acrobat Sign Help, refer here.

Acrobat Sign account administrators can also change the email addresses of users using the bulk update feature. To learn how to use bulk updates in the Acrobat Sign Help, refer here.

Lead lookup in Professional and Enterprise editions fails

Professional and Enterprise editions will fail to do a Lead lookup if the user's Profile does not permit access to the Mobile field of the Lead object.

To correct:

• Navigate to: Setup > Platform Tools > Objects and Fields > Object Manager
• Select Lead from the list of objects on the left of the window
• Select Fields & Relationships from the options on the left rail
• Click on the Field Label for the Mobile field
• Click the Set Field-Level Security button
• Set the appropriate Profiles to enable (check) Visible and Read-Only
• Click Save
  

Enable/Disable analytics collection

An optional Analytics setting is implemented to allow Adobe Acrobat Sign to collect usage data to improve the product. This data is used only for development and not for marketing purposes.

Note that:

• The analytics setting is enabled by default for most customers.
  
• The analytics setting is disabled by default for customers in Canada and the European Union.
• You can disable/enable the analytics setting by selecting Analytics Settings on the Adobe Acrobat Sign Admin tab.