Set Up Visual Remote Assistant for Field Service
Promote sustainability using Visual Remote Assistant for Field Service, boost sales, and improve efficiency while reducing costs by delivering service from anywhere.
Required Editions
| Available in: Lightning Experience |
| The Field Service core features, managed package, and mobile app are available in Enterprise, Unlimited, and Developer Editions. |
Watch the video to learn about Visual Remote Assistant from an call center rep’s perspective.
Watch the video to learn how Visual Remote Assistant can impact your customer engagement practices.
Customers prefer to resolve their issues effortlessly, right now, and without bringing technicians on site. Businesses and workers are concerned for employee safety. Remote sales people, call center reps or field technicians can solve a customer’s problem visually, while guiding them on-screen through each step and verifying a successful resolution.
Visual sessions imagery is retained for future reference and becomes an integral part of the company’s customer journey assets.
- No app download or additional software installation is required.
- Customers launch the visual session in a mobile web browser by clicking a link sent to them via SMS, email or in a digital communications platform message.
- Visual Remote Assistant works even on low or variable bandwidth connections to preserve the visual session.
If you’re a Salesforce admin or a Salesforce implementer, these instructions and reference resources are for you. Follow the sections in sequence to ensure optimal use of Visual Remote Assistant for superior customer experience. Consider involving additional stakeholders who are in charge of new systems implementations.
Install Visual Remote Assistant
To use the Visual Remote Assistant, install the managed package. See Install a Package.
To configure Visual Remote Assistant with other Salesforce products, see Visual Remote Assistant for Salesforce.
Roll Out Visual Remote Assistant
A successful rollout ensures full business KPI impact potential, and allows for optimal processes redesign and business outcomes. Two rollout approaches are available.
- Simplified, quick onboarding, suitable for a very small number of Visual Remote Assistant users. See the essential Visual Remote Assistant self-learning Trailhead module (login required).
- Thorough, methodical, and fully customizable, suitable for more complex customer journeys and larger number of licenses. See:
Advanced Visual Remote Assistant Implementations
Access these resources to learn more about verticals, use cases, and Salesforce products together with Visual Remote Assistant such as flows, scheduling, Community Portal, Experience Cloud site. Each link covers a different dimension of extended Visual Remote Assistant implementations:
- Empower customers with real-time visual support
- Deliver Service Anytime, Anywhere With Visual Remote Assistance
- Drive Revenue with VRA Solutions using this vertical by use-case matrix
Visual Remote Assistant Community in Trailhead
The Visual Remote Assistant Trailhead group is the community’s gate. Visual Remote Assistant users, admins, and partners can find responses to their questions, speak with Salesforce’s experts, suggest ideas, and get guidance and advice. Trailhead is regularly updated and enriched to make sure that Visual Remote Assistant can enhance customer experience throughout their journey. See the Visual Remote Assistant Trailhead group.
