A customer writes that an export fails. The agent reads the case twice and still cannot tell what the customer clicked, or what the screen showed. They ask for more detail. The customer answers the next day. The case stays open.
A video of the problem shows what the description leaves out. Screendesk for Salesforce puts that video on the Case. An agent can request a screen recording from a Salesforce case in one click, and the recording comes back on the same Case. They can also start a video call when a recording is not enough.
Screendesk for Salesforce is in early access. This post explains how it works: what the agent does, what the customer does, and what ends up on the Case. The short version is on the Screendesk for Salesforce page.
Screen recording for Salesforce, on the Case page
Screendesk for Salesforce adds a Screendesk component to the Case page in Salesforce Service Cloud (Lightning). The agent does not leave the Case to ask for a video. Everything starts from the component.
From a Case, an agent can:
- Request a recording. One click makes a link for the customer.
- Record a response. The agent records their own screen to show the customer what to do.
- Start a video call and send the link.
- Send a booking link, so the customer picks a time.
- Share from library, to reuse a saved video.
Under the actions, a list shows the Case’s requests and recordings, each with its state. Your workspace chooses whether the list also shows the customer’s other recordings (From this customer) or only this Case’s (On this case).
How to request a screen recording from a Salesforce case
Take a simple example. A support team, call it Northwind Support, gets a case that says “Export to CSV fails”. The description is one line. Here is what the agent does.
- They open the Case and click Request a recording in the Screendesk component. One click makes a link for the customer.
- They paste the link into their reply and send it, the same way they send any other reply.
- The customer opens the link and records in the browser. They show the export failing.
- The recording comes back on the Case automatically. The agent watches it and sees what happened.
The agent stays on the Case for the whole request. They do not ask the customer to find a screen recorder, save a file and attach it to an email.
Record on: choose where the customer records
Before they make the link, the agent can use Record on to choose where the customer records. There are two options.
- On your own website. The customer records on the site where the problem happens. When Screendesk’s website capture is set up on that site, the recording comes with console and network logs.
- On Screendesk’s hosted recorder. The customer records on a page hosted by Screendesk.
For a problem on your own website, the first option gives the team more to work with. For a problem somewhere else, use the hosted recorder.
What the customer does
The customer needs no account and no install. They open the link and record in the browser. That is the whole task on their side.
This keeps the ask small. The customer does not download an app or create a login before they can show the problem. To see the recording flow itself, read how customer screen recordings work in Screendesk.
What lands back on the Case
When the customer finishes, the recording comes back on the Case automatically. The agent does not attach it or copy it over.
Every recording becomes a Screendesk Recording record linked to the Case. Because it is a record linked to the Case, it can be reported on in Salesforce.
Your Screendesk workspace also chooses what else appears on the Case when a recording arrives. There are three choices.
- A post on the Case feed. The post can be for the team only, or visible to the customer.
- A private case comment.
- The record alone, with no post and no comment.
A team that works from the feed can choose the post. A team that keeps the feed quiet can choose the record alone. The recording is linked to the Case in every setup.
The list on the Case: the state of every request
The list in the component shows the Case’s requests and recordings with their state. An agent who picks up a colleague’s case can see where things stand without asking them.
- Waiting for customer: the request was made and the customer has not recorded yet.
- Received: the customer’s recording is on the Case.
- Recorded by your team: an agent recorded a response.
- Video call: a recorded call that was started from the Case.
When a recording is not enough: video support for Salesforce cases
Some cases need a conversation. The customer cannot reproduce the issue alone, or each step depends on their last answer. For these, the agent has two more actions in the same component.
They can start a video call and send the link. A recorded video call that was started from the Case comes back on the Case too, like a customer’s recording does. The next agent on the case can watch it.
They can also send a booking link, so the customer picks a time. This suits a customer in another time zone, or a call that has to wait for the right person. If your team is new to calls with customers, this guide to customer service video chat covers what customers can expect from one. The product details are on the video calls page.
Answer with a video
Sometimes the agent already knows the fix, and the fix is easier to show than to write. Record a response lets the agent record their own screen to show the customer what to do. The recording then appears in the list as Recorded by your team.
When many customers ask the same question, the agent does not have to record the answer each time. Share from library lets them reuse a saved video instead.
How it installs and who gets access
Screendesk for Salesforce installs as a Salesforce package. After that, an admin connects the org to a Screendesk workspace from the component on a Case. The connection uses Salesforce’s own sign-in and approval.
The security side is short:
- Each call from Salesforce to Screendesk is signed per org.
- Agents are matched by their Salesforce email to a member of the Screendesk workspace.
- Access is granted through Salesforce permission sets.
- The org can be disconnected at any time.
Salesforce stays the system of record for the Case. Screendesk adds the recording to it. To see where a recording request fits in the life of a case, read this guide to a help desk ticket workflow.
Early access: how to get it
Screendesk for Salesforce is in early access. It is not listed on AppExchange yet.
If your team wants Salesforce Service Cloud screen recording that stays on the Case, contact our team to request early access. Tell us how your team handles cases today. You can also read the overview on the Screendesk for Salesforce page.
