A mid-sized SaaS provider wanted agents to start and manage live video support from within Salesforce Lightning. The team needed a secure, Lightning-compatible embed, zero context switching, and complete session history on the Case. The goal was faster resolutions, fewer site visits, and a better customer experience. 

In this case study, you’ll learn how we: 

• Embedded the remote assistant with Lightning-safe components and approved connectivity 

• Enabled agents to send SMS invites, open secure session links, and assist directly from the Case 

• Logged images, recordings, and timestamps to each Case for audit and follow-ups 

• Delivered one consistent flow for both Sales Cloud and Service Cloud