A mid-sized SaaS provider wanted to integrate visual remote assistance into Salesforce Service Cloud so agents could start and manage live video support from within Salesforce Lightning. The team needed a secure, Lightning-compatible setup to embed a remote support app in Salesforce Service Console, reduce context switching, and maintain complete session history on each Case. The goal was faster resolutions, fewer site visits, and a better customer experience. 

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

• Enabled a secure Salesforce AppExchange third-party app embed 

• Let agents send a Salesforce SMS session link from service case records 

• Improved Salesforce Service Cloud case management video support with case-linked session logs 

• Built Salesforce Service Console customization for B2B SaaS across both clouds