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Client Overview

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 
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https://360degreecloud.com/wp-content/uploads/2025/10/A-SaaS-Company-Improved-Agent.pdf

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