Sophie for Salesforce
Launch visual support from Salesforce, act on what is visible, and keep the case moving.
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From context to a useful next step.
Begin where the team works.
The specialist opens the visual service moment from the existing case, rather than rebuilding the customer’s context.
Illustrative scenario and conceptual UI. Availability depends on configured content, permissions and integrations.Read the complete story
- Begin where the team works.
The specialist opens the visual service moment from the existing case, rather than rebuilding the customer’s context.
- See what the notes cannot show.
A shared view of the thermostat supports a targeted question. The specialist selects guidance appropriate to the device and situation.
- Keep the handoff connected.
Permitted observations and attempted actions can return to the case. Salesforce remains the authoritative workflow record.
Connect visual service to the case.
See the operating path and key implementation decisions.
Begin with the active service context.
The case and the customer’s view, together.
- Case context
- Product and reported issue from the permitted Salesforce record.
- Visual observation
- The customer shares the thermostat display. An image alone does not confirm operation.
- Next step
- Ask a targeted question before selecting the applicable guidance.
Illustrative fields. No customer record, measurement or live integration is shown.
Launch visual support from that service moment.
The Salesforce case remains the authoritative workflow record.Turn the issue into a clear action.
The case and the customer’s view, together.
- Case context
- Product and reported issue from the permitted Salesforce record.
- Visual observation
- The customer shares the thermostat display. An image alone does not confirm operation.
- Next step
- Ask a targeted question before selecting the applicable guidance.
Illustrative fields. No customer record, measurement or live integration is shown.
Add the customer view and one configured guidance step.
The team acts from visible context.Carry context into the handoff.
The case and the customer’s view, together.
- Case context
- Product and reported issue from the permitted Salesforce record.
- Visual observation
- The customer shares the thermostat display. An image alone does not confirm operation.
- Next step
- Attach permitted observations and attempted actions for the next team.
Illustrative fields. No customer record, measurement or live integration is shown.
Package relevant case, visual, and attempted-action context.
The next person begins from completed work.Return context to the workflow.
The case and the customer’s view, together.
- Case context
- Product and reported issue from the permitted Salesforce record.
- Visual observation
- The customer shares the thermostat display. An image alone does not confirm operation.
- Next step
- Attach permitted observations and attempted actions for the next team.
Illustrative fields. No customer record, measurement or live integration is shown.
Make permitted results and context available to the integration.
Teams and automation continue without rebuilding context.Review implementation questions
Where does the visual experience launch?
Configure entry around the relevant case, console, Flow, or service process. Launch behavior depends on products, permissions, and workflow design.
What can return to the customer record?
Associate approved metadata, notes, visual artifacts, guidance history, or outcomes with the record. Object model, media handling, and retention are deployment decisions.
How can automation use the context?
Configured Flow, service automation, or AI workflows can use approved context. Define allowed inputs, review points, and fallback paths for each use case.
What must be decided before rollout?
Define authentication, permissions, consent, stored artifacts, retention, data region, error handling, reporting, and ownership before launch.
How should visual service fit Salesforce?
Define the visual-service role, returned context, and Salesforce ownership.
Works with your stack: Salesforce remains authoritative; objects, permissions, automation, and retention depend on implementation.
Published integration scope.
Published integration scope.
Qualitative summary without unsupported performance claims.
- Evidence 01
Visual support can launch within Salesforce service workflows.
- Evidence 02
Approved session context can remain associated with the case.
- Evidence 03
Configured automation can use permitted visual context.