Salesforce Visual Remote Assistant
See what your customer sees — before you send anyone out.
Visual Remote Assistant lets an agent or technician join a live video session with a customer, straight from the case or work order. No app to download. The customer taps a link, points their phone at the problem, and your team guides them through it in real time.
A real session start to finish: invite, camera share, on-screen guidance, resolution.
How a session works
Four steps, no software for the customer to install
The whole exchange happens in the browser the customer already has on their phone, and it starts and ends inside the Salesforce record your team is already working.
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STEP 1
Send the invite
The agent or technician starts a session from the case or work order and sends the customer a link by SMS or email.
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STEP 2
Customer shares their camera
The link opens a web page in their mobile browser. They accept the terms, allow camera access, and the session is live — nothing to download.
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STEP 3
Guide them on screen
Your agent sees the live feed and draws on it. An arrow pointing at the right fitting shows up on the customer's own screen, so there's no describing it in words.
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STEP 4
Close it out on the record
When the session ends, the session summary writes the captured images and video back to the record — so the next person to open it can see what was found.
What it does
Built into the service tools your team already uses
Visual Remote Assistant runs inside Agentforce Service — the product previously named Service Cloud — and Salesforce Field Service, on the same records, permissions and case data as everything else.
Live video, no app install
The customer joins from their mobile browser. Nothing to download, no account to create, no walkthrough required before the walkthrough.
On-screen annotation
The agent draws directly on the live feed and the markup appears on the customer's screen, anchored to what the camera is pointed at.
Screen sharing
Sessions aren't limited to a phone camera. Share a desktop screen when the problem is in software rather than in front of the customer.
Recording and session summary
Capture stills and video during the call. Closing the session summary attaches them to the record as evidence of what was found and what was done.
Bring in an expert
If the first responder can't resolve it, a subject matter expert can be added to the session instead of scheduling a second visit.
Holds up on weak signal
Sessions are built to keep going on low or variable bandwidth — the condition most field calls actually happen in.
Where it pays off
The visit you don't have to make
Most of the cost in a service organization sits in dispatch. Visual Remote Assistant puts eyes on the problem before that decision gets made — and often removes the need for it.
- Triage before dispatch. Confirm what's actually wrong, and whether it needs a technician at all.
- Identify the part first. See the model and serial on camera so the truck leaves with the right component on board.
- Guided self-service. Walk a customer through a reset, a filter change or an install without anyone entering their home.
- Back up a claim. Warranty and damage disputes get resolved from dated session media on the record instead of recollection.
- Support the technician too. A tech on site can open a session with an expert back at the office rather than rescheduling.
Before you buy
What it takes to turn this on
Visual Remote Assistant isn't a standalone product — it sits on top of your existing service licensing. Worth knowing what's involved before the conversation with your account executive.
- Base licensing
- An org on Agentforce Service (formerly Service Cloud) Enterprise or Unlimited Edition. Some editions already include Visual Remote Assistant; others add it.
- Field service scenarios
- If technicians will run sessions from work orders, you'll also need Salesforce Field Service licensing enabled and configured.
- Visual Remote Assistant seats
- Sold separately from your base licenses. Your Salesforce account executive confirms current pricing and the seat count you need.
- Setup
- Installed as a managed package in Lightning Experience, with permission sets assigned to the agents and technicians who'll run sessions.
Salesforce editions, packaging and pricing change. We'll confirm what applies to your org before anything gets quoted — and tell you if what you already own covers it.
How we work
One team, live on real calls, before you roll it out
Visual sessions change how agents talk to customers, not just what software they open. That's an adoption problem more than a configuration problem, so we phase it accordingly.
PHASE ONE
Pick the call type
We choose one call pattern where seeing the problem clearly changes the outcome, and define what a successful session looks like on that call before touching setup.
PHASE TWO
Stand it up for one team
Package installed, permissions assigned, invite templates written, session media wired to the right records. One team runs it on live calls while we watch what breaks.
PHASE THREE
Widen it out
Roll to the remaining teams with the scripts and habits that worked, and connect sessions to the reporting your supervisors already read.
Bring us the call that keeps costing you a visit
Tell us the one service scenario where your team can't tell what's wrong over the phone. We'll show you what a Visual Remote Assistant session would look like on it, and what standing it up would take.
Useful to have ready
- Which Salesforce edition your service team runs on today
- Whether Field Service is already in use, and by how many technicians
- The service scenario you'd want to try it on first
- How session media needs to be retained, if you're in a regulated industry