Provide safe, real-time, and effective guidance with the Salesforce visual remote assistant
There is no doubt that the breakout of the pandemic has transformed the way in which we work, use digital technology, and interact with each other.
Since the pandemic, the way companies deliver service has been fundamentally transformed. Customers still expect immediate, high-quality field service support — but the definition of "on-site" service is evolving fast. Salesforce's Visual Remote Assistant brings a powerful new dimension to field service management software: the ability for field service agents and field service technicians to deliver expert, real-time guidance from anywhere — safely, efficiently, and without requiring a physical site visit.
This is field service support reimagined: no truck roll required, no scheduling delay, no waiting for the next available appointment. Just instant, intelligent, augmented reality-powered assistance — integrated directly into the Salesforce Field Service platform.
Visual Remote Assistant: How does it work?
The process is straightforward, and the impact on field service operations is significant. With the Visual Remote Assistant built into Salesforce Field Service management software, an agent or expert technician can see a customer's physical environment in real time through their smart device. From there, they can guide the customer using augmented reality, overlaying on-screen information directly onto the object that requires service attention.
The agent provides targeted, step-by-step instructions with annotations displayed on the customer's mobile screen, resolving many service issues that would previously have required a field service technician to be dispatched in person. When the service is complete and the customer is satisfied, the field service management system automatically saves a visual record, photos and transcripts, for future reference. The next time that customer contacts support, any agent or field service technician has immediate access to the complete visual history of every prior interaction.
All of this is accomplished safely, without face-to-face contact, while delivering the same quality of field service support customers expect from an in-person visit. Depending on the complexity of the issue, Visual Remote Assistance can resolve the problem entirely on its own or serve as a powerful complement to in-person field service when a physical visit is ultimately required.
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Visual Remote Assistant in Action: A Field Service Scenario
Here's how the Visual Remote Assistant works within Salesforce in a real-world field service support interaction.
Sara, a customer of Brooklyn Water Heating, is having trouble adjusting the temperature on her water heater. She contacts the company through omni-channel and is immediately connected with field service agent Charlie through the Salesforce Field Service service console. Service Cloud Voice transcribes the conversation in real time while Einstein surfaces next best action recommendations for Charlie based on what Sara is describing and which assets she has installed — a seamless integration of field service AI and field service support intelligence.
Charlie walks Sara through the adjustment process, but Sara isn't sure which buttons he's referring to on the unit. Charlie offers to transition the interaction to video for interactive visual field service support. Sara receives a text directing her to a web page that initiates the video session — and immediately, Charlie can see exactly what Sara sees, live.
Charlie asks Sara to scan the asset tag on the water heater, confirming they're looking at the correct unit. Sara takes a photo, which Charlie can view and process using character recognition to transcribe the text — a capability that directly supports accurate field service data capture without manual entry. Charlie then uses augmented reality annotations to guide Sara interactively to the correct temperature adjustment buttons. Together, they verify the reading on the unit after the fix is complete.
The entire field service interaction, photos, annotations, transcript, is automatically saved within the Salesforce Field Service cloud console. The next time Sara contacts support about her water heater, any agent or field service technician assigned to her case has full visibility into the visual history of her asset and every prior service interaction, eliminating the need to start from scratch and driving faster, more accurate field service optimization on every subsequent engagement.
Better Serve Your Customers with Visual Remote Assistance and Salesforce Field Service
The Visual Remote Assistant gives companies a fundamentally new level of flexibility in how they deliver field service support — from anywhere, at any time, without requiring a field service technician to be physically present. For field service management software built around first-time fix rates, field service optimization, and customer satisfaction, this capability is a game-changer.
By reducing unnecessary truck rolls, accelerating issue resolution, and embedding every interaction into the Salesforce Field Service management system for future reference, Visual Remote Assistance transforms field service support from a reactive, dispatch-dependent process into a proactive, connected field service management solution that meets customers wherever they are — and resolves their issues faster than ever before.
Contact NeuraFlash to learn how Visual Remote Assistance and Salesforce Field Service management software can transform your field service support operations.
