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Industry
SaaS
Company Size
50-200 (Mid-sized company)
Region
United States
Solution/Product
Salesforce Sales Cloud, Salesforce Service Cloud
A SaaS Company Improved Agent Efficiency by 29% with Salesforce-Based Visual Assistance
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
