Seeing the Problem Changes the Service Experience

Mountain Point implemented Salesforce Visual Remote Assistant to help a customer turn remote support into a clearer, more collaborative experience, connecting experts and customers through live video and visual guidance.

Customer story

From describing the issue to showing it

Remote service can break down when the customer and support expert are trying to solve the same problem from two different points of view. The customer may know what looks or feels wrong, but translating that observation into precise technical language can take time and create uncertainty.

This implementation introduced a visual path into the support experience. Instead of depending only on voice or written descriptions, a service expert can join the customer in a live visual session, inspect the issue as it appears in the moment, and guide the next action with visual context.

The customer remains unnamed, but the value of the solution is broadly applicable: make expert help easier to access, make guidance easier to follow, and give every service interaction a better chance to reach the right resolution.

The implemented solution

Visual support built into the service journey

Salesforce Visual Remote Assistant gives service teams a practical way to add sight, context, and interactive guidance to remote support. Mountain Point's implementation focused the technology on a simple goal: help the customer and the expert understand the same issue at the same time.

Live, browser-based video

A service expert can see what the customer sees through a real-time video session launched from a secure link, without requiring the customer to download an app.

Guidance customers can follow

Screenshots and on-screen annotations turn complex verbal instructions into clear visual steps, helping the customer and expert stay aligned throughout the interaction.

Support across devices

Customers and employees can connect from common smartphones, tablets, and laptops, making visual support available wherever the issue is happening.

Connected service workflows

Visual sessions can become part of a broader Salesforce service process, helping teams capture context, follow repeatable steps, and keep the customer journey moving.

Customer experience value

A more human way to solve problems remotely

The product's value is not video for video's sake. It is the ability to remove ambiguity from a stressful service moment and help the customer feel seen, guided, and confident about what happens next.

Less friction at the moment of need

Customers can move from a support conversation to visual help without a separate installation, login, or unfamiliar tool getting in the way.

A clearer shared understanding

The expert can inspect the actual issue instead of relying only on the customer's description, while visual cues make the recommended next step easier to understand.

More confident remote resolution

When a problem can be handled remotely, the customer gets immediate guidance. When an onsite visit is still needed, the service team can arrive with better context.

Product capabilities, grounded in Salesforce

Salesforce describes Visual Remote Assistant as real-time visual support with live video, augmented guidance, recording, and connected visual workflows for service and field-service use cases.

View Salesforce VRA

common questions

Frequently asked questions

Salesforce Visual Remote Assistant adds real-time visual support to service interactions. It lets a remote expert see what a customer or employee sees, provide interactive guidance, and keep the visual session connected to the broader Salesforce service experience.

No. The service expert can send a link by SMS or email, and the customer can launch a two-way video session in a supported mobile browser. No app download, login, or password is required to join the session.

Live video helps the expert inspect the issue directly instead of relying only on a verbal description. Screenshots and on-screen annotations can then make each troubleshooting step clearer, reducing misunderstandings and helping the customer act with greater confidence.

Yes. Teams can use visual sessions to troubleshoot remotely, determine whether an onsite visit is necessary, and gather better information before dispatch. Salesforce positions the product as a way to support faster issue resolution and improve first-time fix readiness.

Salesforce supports Visual Remote Assistant use cases across customer service and field service, including Agentforce Contact Center and Salesforce Field Service. The right implementation connects the visual session to the service workflows, customer context, and follow-up actions that surround it.

Visual service

Make remote support easier to experience

Talk with Mountain Point about designing Salesforce service workflows that help customers get clear, connected guidance when they need it.