Or even avoiding an on-site intervention by solving the problem remotely.

With the Visual Remote Assistance add-on, you have more insight into the customer's problem, and you can plan more efficient interventions. The text is displayed legibly and can be copied. Handy when the customer shows the model number, for example. Pieces of text can be recognized with the OCR functionality. Live annotations on the image can help the customer or technician on site to look for the correct part on the machine. These photos can be saved and linked to the session history. You can switch between video and photo mode, this latter mode allows the customer or technician on-site to send photos via the session. The service desk employee can now watch live through the customer’s or the on-site technician’s smartphone When the customer or technician clicks on the link, the session automatically starts after approval of the terms and conditions. No installation of an app is required, the video chat session starts in the browser of the smartphone. The customer or technician receives a link from which they can start a video chat session from their mobile phone.

It is a collaboration with the company TechSee.įrom a contact or case in Salesforce you can send an invitation by SMS or email, to an end user or one of your colleagues to start a video chat session. Visual Remote Assistant is an add-on to Service Cloud and Field Service Lightning. What if you could send a less experienced technician, who can be helped remotely by a senior technician? A customer has an urgent breakdown with a complicated machine, but you don't have a senior technician available to go on site.What if you could see the issue remotely? As an expert, you know the ins and outs of all your machinery, but it is often difficult for your customers to explain the exact problem they encounter.The following situations might sound familiar to you: And that's where the shoe pinches sometimes. Maybe you're also taking it a step further by also using Salesforce for planning and sending technicians? Field Service Lightning ensures that the right technicians are sent to the right assignments based on their knowledge, capacity and available time.Ī good service intervention starts with obtaining the correct information from the customer and sending the right technician with the necessary knowledge to carry out the intervention. In-person services are on the decline: over the last 18 months, we’ve noticed that companies are taking significant precautions around their field service activities due to safety concerns on the back of the pandemic. Do you entrust the proper follow-up of your customers and service requests to Salesforce? A good choice indeed! With Salesforce Service Cloud you have all the tools at your disposal to give your customers the best support possible. Empower your customers and employees with Virtual Remote Assistant The world is changing.

Visual remote assistant