Visual Remote Assistant

for Salesforce
Installation & Configuration Manual
Release (244), Summer ’23

@salesforcedocs
Last updated: April 30, 2023
© Copyright 2000-2022 salesforce.com, inc. All rights reserved. Salesforce is a registered trademark
of salesforce.com, inc., as are other names and marks. Other marks appearing herein may be
trademarks of their respective owners.

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CONTECTS
CONTECTS 3

WELCOME TO VISUAL REMOTE ASSISTANT for SALESFORCE 5

Visual Assistant Powered by AI and AR for Contact Centers and Field Services 6
Virtual Remote Assistant 6
Visual Remote Assistant and Salesforce 6

LICENSING FOR VISUAL REMOTE ASSISTANT 4.0 OR NEWER 7

Licensing Mechanism 7
Acquiring a Visual Remote Assistant Remote Expert License 7
Visual Remote Assistant Support 7

PERMISSION ASSIGNMENTS FOR VISUAL REMOTE ASSISTANT 8

Permission Set License Assignment 8
Permission Set Assignment 10

PACKAGE INSTALLATION PREREQUISITES 11

IP Restriction Handling 11

INSTALLATION 12
Manually Configure VRA for a Profile 14
Upgrading From Visual Remote Assistant 20

PLATFORM EVENTS PREREQUISITES 21

Account Configuration Update 22
Visual Remote Assistant Configuration Tool 22
Visual Remote Assistant Invite \ Visual History Component 22

VISUAL REMOTE ASSISTANT - GETTING STARTED 23

Selecting Domain Name 23
Selecting Language 24
Selecting Region 24

PREREQUISITES HANDLING 25
Enable Identity Provider 25
Connected App - Edit Policies - IP Relaxation & Permitted Users Configuration 26
IP Relaxation 26
Permitted Users 27
Connected App - Manage Profiles 28
Connected App - Custom Attributes 29
SAML Login Information 30

CREATE & ACTIVATE ACCOUNT FLOW 31

Account Creation 31

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 Account Activation 32
Activation Expiration 32
Successful Activation 32

POST ACCOUNT ACTIVATION - CONFIGURATION 33

Remote Site Settings 33
CSP Trusted Sites 34
ACS URL Configuration 34

ADDING VIDEO DASHBOARD TO APP MANAGER 35

FLOW TESTING 37
Invite Flow Testing 37
Session Summary & Visual History 39
Visual Remote Assistant - Convert Image Links to Files Automated Process Prerequisite 41
Remote Site Settings 41

CONFIGURATION 43
Add Visual Remote Assistant to your Cloud Objects 44
Add Visual Remote Assistant to your Cloud Objects - Manual Configuration 46

VISUAL REMOTE ASSISTANT - SESSION TYPES CONFIGURATION 47

Updating Visual Remote Assistant Session Types 47
Visual Remote Assistant Configuration 47
Video & Audio 47
Visual Remote Assistant Configuration 47
Desktop Sharing 48
Visual Remote Assistant Configuration 48
Mobile Screen Mirroring 48
Visual Remote Assistant Configuration 48
Video Application 48
Visual Remote Assistant Configuration 48

MOBILE AND TABLET SUPPORT 49

Guidance for Salesforce Mobile Application 49
Visual Remote Assistant Configuration 49

FIELD SERVICES CONFIGURATION 50

Enable Field Services (Service Cloud only) 50
FSL Licensing - Add On License Configuration (Service Cloud only) 50

FEED TRACKING CONFIGURATION 51

SFS MANAGED PACKAGE NOTIFICATION (FIELD SERVICE ONLY) 52

Prerequisites 52

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 Visual Remote Assistant configuration for SFS 52
Salesforce Field Service for iOS - Connected App - Edit Policies - IP Relaxation 53
IP Relaxation 53
Salesforce Field Service for Android - Connected App - Edit Policies - IP Relaxation 53
IP Relaxation 53
Salesforce Field Services Settings - Allow Chatter Notifications 53
Visual Remote Assistant Configuration 54

SFS APP EXTENSION (FIELD SERVICE ONLY) 55

Configuration Steps 55

CUSTOMIZE PAGE LAYOUT FOR MOBILE & TABLET 57

Add Invite Form and Visual History to Desktop and Mobile your Page Layout 57
Desktop Layout 57
Mobile Layout 59

Embedded Services/WebChat(Live Agent/ChatBot) 60

Prerequisite 60
Configure Visual Remote Assistant for Web Chat 60
Configure Notification Template 60
Update Page Layout 61
SMS Gateway 63
Prerequisite 63
Configure Gateway in Visual Remote Assistant 63

VISUAL REMOTE ASSISTANT IMAGES LIBRARY 65

Images Library Prerequisites 65
Upload Image Files to Salesforce File Object 65

VISUAL REMOTE ASSISTANT SCHEDULING 66

VRA Scheduling Prerequisites 66
Install Scheduling for your organization 66
Install VRA Scheduling 66

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WELCOME TO VISUAL REMOTE ASSISTANT
for SALESFORCE
Visual Assistant Powered by AI and AR for Contact Centers and
Field Services

Virtual Remote Assistant

Visual Remote Assistant enables contact center agents and field technicians to visually engage with
end users via their smartphone cameras, without the need to download an app or use an SDK. This
allows the visual diagnosis and fast resolution of issues using Augmented Reality (AR) annotations
overlaid on photos or video streams.

By accepting a remote visual session, the customer can ‘transport’ their equipment via the
smartphone camera, enabling the agent to act as a virtual technician. By transforming the interaction
from a case of “tell me what you see” to “show me the problem,” Visual Remote Assistant enables the
agent to provide effective guidance as if they were standing right next to the end user.

Visual Assistant technology is based on Artificial Intelligence (AI) and Computer Vision technologies
that automatically identify devices and their statuses to provide issue resolution content that can be
shared with the customer with a single click.

Visual Remote Assistant and Salesforce

Empower your organization with Visual Remote Assistant for Salesforce, available for various
Salesforce Clouds. Visual Remote Assistant is integrated directly into the Salesforce console making it
easy to initiate a live video session from Salesforce components, such as Work Order, Case, Care Plan
ID, Lead or others. Salesforce Agents deliver interactive AR remote support right from Salesforce’s
dashboard with the industry’s first live video support solution powered by AI and AR, without the
need to download any app or use an SDK on the end user side.

Visual Remote Assistant allows Salesforce Agents and remote Experts to see what their end users see
and guide them to resolutions, while keeping Salesforce information available simultaneously and
creating visual Assistant assets, attached to the Salesforce case.

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The current version of Visual Remote Assistant includes new, and powerful features, such as Two-way
Video, Multi-Language support for end users, Digital Engagement, Einstein Bot, embedded Actions
and Recordings. The Visual Remote Assistant emphasis is shifting from Push Topics, to Platform
Events framework.

To get started with the current version of Visual Remote Assistant, do one of the following:
● If you have a previous version of Visual Remote Assistant installed, begin with Upgrading
from Visual Remote Assistant
● If you do not have a previous version of Visual Remote Assistant installed, begin with
Installation on page .

It is mandatory to start with the instructions relevant to your situation, and to follow them carefully.

LICENSING FOR VISUAL REMOTE ASSISTANT 4.0

OR NEWER
It is mandatory to have a Remote Expert license provisioned in your Salesforce Org for using Visual
Remote Assistant.

Licensing Mechanism
Please follow the guidelines in section Permission Assignments for Visual Remote Assistant in order
to apply the licensing configuration properly.

Acquiring a Visual Remote Assistant Remote Expert License

Obtaining a license is feasible via contacting Salesforce and purchasing a license directly for Visual
Remote Assistant.

Visual Remote Assistant Support

If you need any support with Visual Remote Assistant setup & configuration, please contact us at
Salesforce Support and open a Salesforce Visual Remote Assistant ticket.

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PERMISSION ASSIGNMENTS FOR VISUAL
REMOTE ASSISTANT
To assign the Visual Remote Assistant license:
1. Complete the procedure in Permission Set License Assignment on page .
2. Complete the procedure in Permission Set Assignment on page .

Permission Set License Assignment

1. Click on the Gear icon in the top right corner and select Setup.
2. From Quick Find, search for Users and click on it.

3. Click on the username to whom you want to permit Visual Remote Assistant

4. From the options on top, click on Permission Set License Assignments

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5. Click Edit Assignment and search for Visual Remote Assistant.

6. Check the checkbox and click on Save.

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Permission Set Assignment
1. In the user detail page, from the options on top, click Permission Set Assignments.

2. Click Edit Assignment and search for RemoteExpert in available permission sets and click on
Add

3. Click on Save.

Once the SF admin completes the above two steps then the user will be permitted to use the Visual
Remote Assistant package.

Note : Remote Expert Permission Set Assignments is only available after the Visual Remote Assitant
package is installed (as remote expert permission set is created by the package installation)

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PACKAGE INSTALLATION PREREQUISITES
Before installing the app, users need to enable My Domain in a Salesforce instance.
As the My Domain is mandatory to use lightning aura components, please follow the below
document to setup the same.

https://developer.salesforce.com/docs/atlas.en-us.externalidentityImplGuide.meta/externalidentityI
mplGuide/external_identity_set_up_my_domain.htm

● We have configurations available for different business needs for multiple objects.
● We support lightning experience currently.

In order to configure and customize the managed package, you will find a Visual Remote Assistant
Configuration tool that will guide you through the setup process, step-by-step.

IP Restriction Handling
In case IP Login Range restrictions are enabled for your account, please whitelist the
following IP addresses to allow VRA to run on your Salesforce organization:
● IP address for AWS Europe region:

34.240.157.183

● IP for AWS North America:

54.83.1.114
3.23.41.216

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INSTALLATION
In Salesforce, users can install the latest package/App in a Salesforce instance.

Perform the following steps:

1. Open a browser and enter the installation URL: https://sfdc.co/visualremoteassistant-install
The Salesforce Login page opens.
2. Enter your credentials and click Login.
3. Select Admin/Users/Profiles as per the requirement.
4. Click Done.

The installed app can be found in Setup → Installed Packages.

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To access a general description of the package installation use this link :

Install a Package

Notes:

● Install for Admin Only: When selecting this option it is necessary to set the appropriate user
and object permissions on the custom profiles. This is relevant for the Enterprise,
Performance, Unlimited or Developer editions. This setting must be done manually.
● Install for All Users: Use this option if the Visual Remote Assistant is available to all users.
● Install for Specific Profiles: Use this option for profiles which are already defined where the
use of Visual Remote Assistant is limited to these profiles.

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Custom Settings Limits
When working with custom settings, be aware of the following considerations and limits on the
amount of cached data.

● Custom settings are a type of custom object. Each custom setting counts against the total
number of custom objects available for your organization.
● The total amount of cached data allowed for your org is the lesser of these two values:
○ 10 MB
○ 1 MB multiplied by the number of full-featured user licenses in your org

For more information click here - Custom Settings Limits and Considerations.

The Visual Remote Assistant package requires ~1.13 MB of free space on the custom settings and
contains 25 custom objects.

For more information regarding Salesforce Features and Edition Allocations click here.

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Manually Configure VRA for a Profile
Introduction

To install the Visual Remote Assistant, select the Install for All Users option.

Note: If Install for Admins Only is selected, VRA will work for users with System Administrator
profile only. Any other profile will require manual configuration as described in this article.

Make sure to install the latest VRA version from the official URL:
https://sfdc.co/visualremoteassistant-install.

Prerequisites

To configure a profile to be used with VRA, the user is required to set specific settings on this profile.
Proceed as follows:

1. Click on the settings icon at the top right-hand corner of the Salesforce window and click on
Setup.

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2. From the Quick Find in the left side panel, locate Users.

A list of users will open. Each user is assigned to a profile.

3. Identify the relevant user of the VRA.
4. Click on the user’s profile.
A page with all the user profile configurations will open. In this example, the System
Administrator profile configuration page is displayed.

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 This page can display in a different format, depending on the organization’s configuration.

5. Verify that the Enhanced Profile User Interface toggle under User Management Settings is
turned ON.

6. Refer to the explanation below to configure the profile, assuming the sub-sections Apps and
System are visible on the page.

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VRA Configuration for a User Profile

Go to the Profile Overview page and start configuring as follows:

1. Click on Assigned Apps.

a. Click on the Edit button.
b. Scroll down to the line Visual Remote Assistant - Admin
(tspa__Visual_Remote_Assistant) and check the empty checkbox to the right of this
option.
c. Click on the Save button.
d. Return to Profile Overview.

2. Click on Assigned Connected Apps.

a. Click on the Edit button.
b. Use the browser’s search tool (Ctrl+F) to look for keywords and search for the word
Visual. The option Visual Remote Assistant appears.
c. Transfer this feature from the Installed Connected Apps panel to the Enabled
Connected Apps panel on the right-hand side.
d. Click on the Save button.
e. Return to Profile Overview.

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3. Click on Object Settings.
a. Use the browser’s search tool (Ctrl+F) to look for keywords and search for the word
Observer. The option Observer Details appears.
b. Click Observer Details.
c. Click on the Edit button.
d. From the Tab Settings drop-down menu select Default On .
e. Check every single checkbox under every section on the page below.
f. Click on the Save button.
g. Return to Profile Overview.
h. Use the browser’s search tool (Ctrl+F) to look for keywords and search for the words
Visual and VRA. A list of Visual Remote Assistant components appears.
i. Every component that includes the words Visual and VRA should be configured
one-by-one, by clicking on the component:
■ Click on the Edit button.
■ From the Tab Settings drop-down menu select Default On.
■ Click on the Save button.
■ Return to Profile Overview and repeat these steps for each component.

4. Click on Apex Class Access.

a. Click on the Edit button.
b. Use the browser’s search tool (Ctrl+F) to look for keywords and search for the word
tspa. A list of options starting with tspa appears.
c. Transfer these features from the Installed Apex Classes panel to the Enabled Apex
Classes panel on the right-hand side.
d. Click on the Save button.
e. Return to Profile Overview.

5. Click on Visualforce Page Access.

a. Click on the Edit button.
b. Use the browser’s search tool (Ctrl+F) to look for keywords and search for the word
tspa. A list of options starting with tspa appears.
c. Transfer these features from the Installed Visualforce Pages panel to the Enabled
Visualforce Pages panel on the right-hand side.
d. Click on the Save button.
e. Return to Profile Overview.

6. Click on Custom Permissions.

a. Click on the Edit button.
b. Use the browser’s search tool (Ctrl+F) to look for keywords and search for the word
tspa. The option tspa.VisualSessionRecording appears.
c. Transfer this feature from the Installed Custom Permissions panel to the Enabled
Custom Permissions panel on the right-hand side.
d. Click on the Save button.
e. Return to Profile Overview.

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7. Click on Custom Metadata Types.
a. Click on the Edit button.
b. Use the browser’s search tool (Ctrl+F) to look for keywords and search for the word
tspa. A list of options starting with tspa appears.
c. Transfer these features from the Installed Custom Metadata Types panel to the
Enabled Custom Metadata Types panel on the right-hand side.
d. Click on the Save button.
e. Return to Profile Overview.

8. Click on Custom Setting Definitions.

a. Click on the Edit button.
b. Use the browser’s search tool (Ctrl+F) to look for keywords and search for the word
tspa. A list of options starting with tspa appears.
c. Transfer these features from the Installed Custom Setting Definitions panel to the
Enabled Custom Setting Definitions panel on the right-hand side.
d. Click on the Save button.
e. Return to Profile Overview.

After completing the above steps, the VRA tool should be configured properly and enabled
for the specific profile.
9. Create a Permission Set with the same configurations and assign the Permission Set to a
specific user profile to be enabled for VRA.
10. Request the user of the profile configured to perform a direct login to Salesforce and check
that the VRA works for this user.

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Upgrade Visual Remote Assistant
ATTENTION: This is mandatory if you are upgrading an existing Visual Remote Assistant installation
to the Spring ‘22 release version.

To upgrade:
1. Open a browser and enter installation URL: https://sfdc.co/visualremoteassistant-install
The user is redirected to the Salesforce Login page.
2. Enter the user credentials and click Login.
4. Select Admin/Users/Profiles as required.
5. Click Done.
The upgraded version of Visual Remote Assistant is displayed under Setup → Installed
Packages

Note: The Visual Remote Assistant package will NOT be operational until the Account
Configuration Update process is completed.

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PLATFORM EVENTS PREREQUISITES
1. Go to Setup → Profiles, select the relevant profile and click on Object Settings.
2. Search for Visual Remote Assistant.

3. Grant the following permissions:

● Read
● Create
● View Setup
4. Go to Setup → Profiles → Apex Classes:
5. Search for tspa
6. Click on Edit

7. Select tspa.Visual Remote AssistantPublishEventsHandler.

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Account Configuration Update
In order to use the upgraded Visual Remote Assistant after the managed package upgrade, an
account configuration update is required.

There are two options to update the configuration:

Visual Remote Assistant Configuration Tool

1. Once you finish upgrading the version of Visual Remote Assistant will be shown under Setup
→ Installed Packages.
2. Click on the Configure button, next to the package and go to the Flow Testing section in the
left menu.
Your Visual Remote account configuration will be updated automatically

Visual Remote Assistant Invite \ Visual History Component

1. Go to the object (e.g. Case \ Work Order \ etc.) on which the Visual Remote Assistant
component is already configured.
2. The following alert will appear on top of the component:

3. Click Retry’ - Your Visual Remote Assistant account settings are updated automatically.
The Invite \ Visual History components are available again.

For upgrade process, upon successful completion of this process, please skip to Digital Engagement
for Visual Remote Assistant.

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VISUAL REMOTE ASSISTANT - GETTING STARTED
Visual Remote Assistant contains an Admin configuration panel, which guides the Salesforce Admin
step-by-step, from initial configuration to flow testing.

Each screen contains detailed instructions and screenshots in order to simplify the configuration
process.

1. Go to App Launcher and search for Visual Remote Assistant – Admin.

The Getting Started page appears.

The following information is retrieved:

● The Permission Set Licenses quota for Remote Expert
● Salesforce Organization ID
● Salesforce Organization Type
● Salesforce Organization Name

Selecting Domain Name

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 1. A domain name should be registered under the techsee.me primary domain name.
2. Enter the desired domain name and click Check Availability.
An indication appears on the screen whether the requested domain name is available or not.

Selecting Language
1. Choose the End User UI language, from the dropdown menu. English is the default language.
For Salesforce UI language customization, please refer to the Configuration section.

Selecting Region
1. Choose the region in which the account and the video site will be created, there are two
options:
o AWS North America (default)
o AWS Europe
2. In the case of APAC region, please contact Salesforce Support in order to configure the
account to use AWS Sydney video site.
3. Click Next to move to the part that handles Prerequisites.

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PREREQUISITES HANDLING
In order to create an account on the Salesforce platform, there are several prerequisite requirements
to be handled.

Please review each prerequisite carefully, as each one of them is mandatory in order to set up your
Visual Remote Assistant account.

Enable Identity Provider

1. In order to use Visual Remote Assistant, Identity Provider has to be enabled in your Salesforce
organization, since the package relies on SSO authentication.
2. Click Enable Identity Provider link shown at the top of the screen.
You are redirected to Setup → Identity Provider page.
3. If Identity Provider is not enabled, then click Enable Identity Provider.
o A certificate is shown in the dropdown list in the screen.
o Click Save.
4. Go back to the Visual Remote Assistant - Configuration tab and check the Identity Provider is
enabled checkbox.
5. Click Next.

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Connected App - Edit Policies - IP Relaxation & Permitted Users
Configuration
To use Visual Remote Assistant, edit the Visual Remote Assistant connected app policies for IP
Relaxation and Permitted Users.
1. Click the Manage Connected App link shown at the top of the screen.
You are redirected to Setup → Manage Connected App page.
2. Click the Visual Remote Assistant connected app from the list shown.
3. Click on Edit Policies.

IP Relaxation
1. Go to OAuth Policies → IP Relaxation.
2. Select Relax IP Restrictions from the dropdown list.

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Permitted Users
1. Go to OAuth Policies → Permitted Users.
2. Select Admin approved users are pre-authorized.
3. Go back to the Visual Remote Assistant - Configuration tab and check the Connected App -
Policies Edited’ checkbox.
4. Click Next.

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Connected App - Manage Profiles
To use Visual Remote Assistant, assign application profiles to the Visual Remote Assistant connected
app.
1. Click on the Manage Connected App link shown at the top of the screen.
You are redirected to Setup → Manage Connected App page.
2. Click on the Visual Remote Assistant connected app from the list shown.
3. Go to Profiles.
4. Click Manage Profiles.
5. Select the profiles that will use the Visual Remote Assistant package.
6. Go back to the Visual Remote Assistant - Configuration tab and check the Connected App -
Profiles Assigned checkbox.
7. Click Next.

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Connected App - Custom Attributes
To use Visual Remote Assistant, configure the custom attributes that will be used to identify the
Salesforce user in TechSee.
1. Click on the Manage Connected App link shown at the top of the screen.
You will be redirected to the Setup → Manage Connected App page.
2. Click on the Visual Remote Assistant connected app from the list shown.
3. Go to Custom Attributes
4. Click New.
5. Enter the following values (both the key & value are case sensitive):

Attribute Attribute value

key

lastName $User.LastNam
e

firstName $User.FirstNam
e

6. Go back to the Visual Remote Assistant - Configuration tab and check the Connected App -
Custom Attributes Created checkbox.
7. Click Next.

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SAML Login Information
To use Visual Remote Assistant, it’s required to configure the SSO (SAML) authentication URLs in the
Visual Remote Assistant connected app.
1. Click on the Manage Connected App link shown at the top of the screen.
You will be redirected to Setup → Manage Connected App page.
2. Click on the Visual Remote Assistant connected app from the list shown.
3. Go to SAML Login Information.
4. Copy the following URLs:
o Metadata Discovery Endpoint:
Go back to the Visual Remote Assistant - Configuration tab, and paste the URL in the
Metadata Discovery Endpoint input field.
o Single Logout Endpoint:
Go back to the Visual Remote Assistant - Configuration tab, and paste the URL in the
Single Logout Endpoint input field.
5. Go back to the Visual Remote Assistant - Configuration tab and check the SAML URLs Copied
Successfully checkbox.
6. Click on Create Account.

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CREATE & ACTIVATE ACCOUNT FLOW
Account Creation
Account Creation flow provisions a new Visual Remote Assistant account on the Salesforce platform.
The account is created in Pending state until it is activated by the Salesforce Admin user.
1. The Salesforce Admin clicks Create Account.
The Verify Prerequisites popup appears:

In this popup, the Salesforce Admin is prompted to verify that all prerequisites have been completed
successfully, as instructed in the previous steps.
o Clicking Cancel allows the Salesforce Admin to go back and review the prerequisites steps.
o Clicking Continue creates an account on the Salesforce platform.

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Account Activation
When the Salesforce Admin clicks Continue, the account creation operation is performed.
The following screen appears:

The Salesforce Admin can activate the account within 48 hours from the time the account had been
created.

Activation Expiration
Account Activation-expires after 48 hours.
Once the Salesforce Admin clicks on Activate Account and the expiration due date has passed, a
message appears on the screen, asking the Salesforce Admin to start the process again.

Successful Activation

Upon a successful activation, the following popup window appears:

When the user clicks Ok, the Salesforce Admin is redirected to the Post Activation - Configuration
steps.

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POST ACCOUNT ACTIVATION - CONFIGURATION
After successful activation of the Visual Remote Assistant account, a few steps should be taken in
order to complete the configuration: CSP Trusted Sites, Remote Site Settings, and ACS URL
configuration.

Remote Site Settings

1. Copy the 'Visual Remote Support' URL by using the 'copy to clipboard' button
2. Click on the 'Configure Remote Site Settings' link on the screen
3. The 'Remote Site Settings' configuration will open in a new tab
4. Edit the 'RemoteVisualAssistant_SessionInitiation' value and paste the copied link
5. Copy the 'Visual Remote Image URL' URL by using the 'copy to clipboard' button
6. Click on the 'Configure Remote Site Settings' link on the screen
7. The 'Remote Site Settings' configuration will open in a new tab
8. If the account Region in the Account Activation tab is set to AWS Europe Modify prodeu
9. If the account Region in the Account Activation tab is set to AWS North America Modify
produs

10. Click on the 'Remote Site Settings Configured' checkbox

11. Click on the 'Next' button

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Important Note: When upgrading VRA from version 7.5 (or less) to version 10.x (or above), the
Visual Remote Image Replacement URL needs to be modified in the Remote Site Settings.

CSP Trusted Sites

1. Copy the Visual Remote Support URL by using the copy to clipboard button.
2. Click on the Configure CSP Trusted Sites link on the screen.
3. The CSP Trusted Sites configuration will open in a new tab.
4. Edit the RemoteVisualAssistant_SSOAuthenticationURL value and paste the copied link.
5. Click the CSP Trusted Sites Configured checkbox
6. Click Next.

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Important Note: When upgrading VRA from version 7.5 (or less) to version 10.x (or above), the
Visual Remote Image Replacement URL needs to be modified in the CSP Trusted Sites.

ACS URL Configuration

1. Copy the ACS URL using the copy to clipboard button
2. Click on the Manage Connected App link shown at the top of the screen.
You are redirected to Setup → Manage Connected App page.
3. Click on the Visual Remote Assistant connected app from the list shown.
4. Click Edit Policies.
5. Go to SAML Service Provider Settings → ACS URL and paste the copied URL.

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ADDING VIDEO DASHBOARD TO APP MANAGER
After the account activation is completed successfully, add the docked lightning utility bar object
Video Dashboard to the Salesforce objects for which you would like to have Visual Remote Assistant
configured to.

1. Go to Setup.
2. In Quick Find, search for App Manager.
3. Choose the Lightning object for each item you added Visual Remote Assistant support to.
Verify it is Lightning and not Classic object.
4. Click Edit.

5. Go to Utility Items (Desktop only)

6. Click on Add Utility Item.

7. Go to Custom Managed at the bottom of the menu.
8. Click on the Visual_Remote_Assistant-Video_Dashboard.
9. Check the Start Automatically checkbox at the bottom of the screen.

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10. Click Save.

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FLOW TESTING
Upon successful completion of the account creation & activation process, prerequisites handling and
post activation configuration - now you are ready to test the Visual Remote Assistant Flow.

Inside the Visual Remote Assistant Configuration tool, you will find a Flow Testing section. This
section will allow you to easily test the entire product flow, end-to-end, from sending the invitation,
through a live video session and viewing session summary with visual history records.

Invite Flow Testing

1. Choose Invite via SMS or Invite via Email tab.
The Customer Reference Number is set with the username of the Salesforce Admin who is
running the flow testing.
2. Enter a phone number or email address and click Send.

3. The invitation is sent via the requested method.

4. Once you receive the test flow invitations, click on the invitation URL inside the message.
Video Dashboard Testing
At the bottom left corner of the screen, you will see a docked lightning utility bar object,
named Visual Remote Assistant - Video Dashboard.

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 The Video Dashboard is automatically triggered as the invitation is delivered to the end user.
The end user connects to the session by clicking on the invite link. The end user accepts the
Terms of Service and grants camera permissions.

5. The video dashboard will show the live video stream.

Once the video dashboard - the system is configured properly for Visual Remote Assistant.

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Session Summary & Visual History
1. Click the End Session red button at the bottom left corner of the video dashboard.
The following message appears on the screen:

2. Click OK.
3. A toast notification will appear on the screen - New Visual Remote Assistant history record
created
4. The Session Summary screen appears:

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42
Visual Remote Assistant - Convert Image Links to Files Automated Process
Prerequisite

This Visual Remote Assistant action sample allows Visual Remote Assistant session history images to
be linked as files inside the record from where the session was initiated. To use this feature, the
following prerequisites are required.

Remote Site Settings

1. From the session summary of flow testing click on the download button of image thumbnail.
2. When the image opens in the new browser tab copy the base URL
for example,
Image link -
https://preprod-eu.techsee.me/test-eu-central-1.xxxxxxxxxxxxxxxxxxxxxxxxxxxx
xx-Amz-SignedHeaders=host
base URL - https://preprod-eu.techsee.me
3. Click on the Gear icon from top right corner and select Setup.

4. From the Quick Find, search for Remote Site Settings and click on it.
5. Click New Remote Site.

6. Provide the unique name in remote site name

for example, Visual Remote Assistant_Image_Automation
7. Paste the Root Url in remote site url.

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8. Click Save.

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CONFIGURATION
Your Visual Remote Assistant account is now ready to be configured and customized in your
Salesforce organization.

The configuration steps include the following:

1. Salesforce object support:
Pay extra attention to this step, as this will be the basis for sending session invitations.
In this step you need to determine which object in Salesforce will be configured to work with
Visual Remote Assistant.
For example - Lead, Work Order, Case, Service Appointment, etc.

For each object you selected, you will need to choose the Reference Number field which will
be the unique identifier.

You can also determine which fields will be used to retrieve automatically the Email Address
and Mobile Phone number to which the invitation will be sent.
2. Visual Assistant Configuration:
Customizing the invite flow - which country codes will be used \ delivery method (SMS \
Email) and UI customization options

3. Visual History Configuration:

Customizing the way visual records are created and collected per each Visual Remote
Assistant session.

Adding Visual Remote Assistant to Salesforce object:

Detailed guidance on how to customize the page layout in order to add Invite Form and Visual
History lightning components - in order to make them available for your users.

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Add Visual Remote Assistant to your Cloud Objects
1. In the App Launcher, go to Visual Remote Assistant – Admin.
2. Go to Configuration.
3. Go to Salesforce Object Support.
4. Click on Add new object.
5. The following screen appears:

6. In the Select Object field, select the desired Salesforce object, to which the Visual Remote
Assistant application will be correlated.
If the Select Object dropdown field doesn’t open, refer to the manual procedure to
complete this step (see below).
Note: You can correlate Visual Remote Assistant with multiple objects.
7. Configure the following session invite fields:

Field Type Description

Customer Optional Select which field in the selected Salesforce object will be used
Name to show the customer name information

Email Optional Select which field in the selected Salesforce object will be used
to send Email invitations

Phone Optional Select which field in the selected Salesforce object will be used
as the mobile phone number to which SMS invitations will be
sent

Customer Mandatory Select which field will be used as the unique identifier, to which
Reference the Visual History records will be correlated

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Field Type Input Source

Object Name Mandatory Go to Object Manager

Object Manager → API Name field

The Salesforce object to which the Visual Remote Assistant will

be configured

Customer Mandatory Go to Object Manager

Reference Object Manager → Label → Fields & Relationships → Field Name
Choose a field which a Unique Identifier, e.g. ID field

Customer Optional Go to Object Manager

Name
Object Manager → Label → Fields & Relationships → Field Name

Choose a field which represents the customer name

Email Optional Go to Object Manager

Object Manager → Label → Fields & Relationships → Field Name

Choose a field which is the Email address to which the invitation

will be sent

Mobile Optional Go to Object Manager

Phone
Object Manager → Label → Fields & Relationships → Field ame

Choose a field which is the Mobile Phone to which the SMS

invitation will be sent

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 8. Click on Save
The outcome looks as follows:

Add Visual Remote Assistant to your Cloud Objects - Manual

Configuration
If for some reason you are unable to open the Select object dropdown field, please follow these
steps in order to complete this step manually:

1. In the App Launcher, go to Visual Remote Assistant - Admin.

2. Go to Salesforce Object Support.
3. Click on Add new object.
4. Configure the following session invite fields:
5. Go to Object Manager in order to retrieve the object name.
Note: You can correlate Visual Remote Assistant with multiple objects.
6. Click Save.
The outcome looks as follows:

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VISUAL REMOTE ASSISTANT - SESSION TYPES
CONFIGURATION
VISUAL Remote Assistant 4.0 includes the following features:
1. Updating the Visual Remote Assistant Session Types
2. Video & Audio
3. Mobile Screen Mirroring
4. Desktop Sharing
5. Visual Remote Assistant to-go (Visual Remote Assistant on Mobile & Tablet)
6. Visual Remote Assistant for Field Services Technicians

In Visual Remote Assistant 5.0, the following session type is added:

Video Application

Updating Visual Remote Assistant Session Types

In order to update the Visual Remote Assistant Session Types list, it’s required to access the Visual
Remote Assistant configuration tool

Visual Remote Assistant Configuration

In order to allow the Visual Remote Assistant Audio channel, follow these steps:
1. Go to App Launcher → search for Visual Remote Assistant Configuration
The following message should appear - Session Types Updated.

Video & Audio

Visual Remote Assistant 4.0 includes an Audio channel option as part of a Visual Remote Assistant
Live Video session.

A new toggle is added for Video sessions only - Audio toggle.

If the agent enables the Audio toggle, then the Visual Remote Assistant session allows both the
Agent and the End User to communicate via an audio channel.

Visual Remote Assistant Configuration

In order to allow the Visual Remote Assistant Audio channel, follow these steps:
1. Go to App Launcher and search for Visual Remote Assistant Configuration.

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 2. Go to Configuration → Step 2 → Features Configuration → Audio → Enable Audio =
Enabled.

Desktop Sharing
Visual Remote Assistant 4.0 includes a new session type - Desktop Sharing. This session type allows
the PC user to share his desktop screen with the Visual Remote Assistant Agent.Sending an invitation
to this session type is available only via Email.

Visual Remote Assistant Configuration

In order to allow the Visual Remote Assistant Audio channel, follow these steps:
1. Go to App Launcher → search for Visual Remote Assistant Configuration
2. Go to Configuration → Step 2 → Features Configuration → Visual Remote Assistant Session
Type by Platform - Configuration → Desktop Sharing Configuration → Desktop → Enable

Mobile Screen Mirroring

Visual Remote Assistant 4.0 includes a new session type - Mobile Screen Mirroring. This session type
allows a mobile user to mirror his entire mobile screen device.

Sending an invitation to this session type is available only via SMS.

Visual Remote Assistant Configuration

In order to allow Visual Remote Assistant Audio channel, follow these steps:
1. Go to App Launcher → search for Visual Remote Assistant Configuration
2. Go to Configuration → Step 2 → Features Configuration → Visual Remote Assistant Session
Type by Platform - Configuration → Mobile Screen Mirroring → Desktop → Enable

Video Application
Visual Remote Assistant 234.1 includes a new session type - Video Application. This session type
allows the end user to connect to a Visual Remote Assistant video session via a native video
application. The native video application includes full camera control: - Zoom in & out via pinch
gesture, focus & exposure, audio destination selection and background activity support.

Sending an invitation to this session type is available only via SMS.

Visual Remote Assistant Configuration

In order to allow Visual Remote Assistant Audio channel, follow these steps:
1. Go to App Launcher → search for Visual Remote Assistant Configuration

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Go to Configuration → Step 2 → Features Configuration → Visual Remote Assistant Session Type by
Platform - Configuration → Video Application → Desktop → Enable

MOBILE AND TABLET SUPPORT

Visual Remote Assistant 4.0 includes the ability for Salesforce agents to use Visual Remote Assistant
on-the-go (Mobile & Tablet).

Visual Remote Assistant will be available within Salesforce official application as a Lightning
component.

Note: Since the Salesforce dashboard on mobile web supports only Classic mode, using the
application for Visual Remote Assistant is mandatory.

In order to allow Visual Remote Assistant to run on Mobile & Tablet devices, go to:

Setup → New Salesforce Mobile App QuickStart → New Salesforce Mobile App for Tablet → Give
All Users Access → Enable the toggle

Guidance for Salesforce Mobile Application

To download the Salesforce official application, refer to the following URLs:
● Apple App Store - ‎Salesforce on the App Store
● Google Play Store - Salesforce - Apps on Google Play

Visual Remote Assistant Configuration

In order to allow Visual Remote Assistant to run on mobile & tablet, follow these steps:
1. Go to App Launcher →Search for Visual Remote Assistant Configuration
2. Go to Configuration → Step 2 → Features Configuration → Visual Remote Assistant to-go →
Mobile & Tablet Support → Enable Visual Remote Assistant on Mobile & Tablet = Enabled

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FIELD SERVICES CONFIGURATION
Visual Remote Assistant is designed to operate on Service Cloud. Take the following steps in order to
configure the prerequisites required.

Enable Field Services (Service Cloud only)

Go to Setup → Service → Field Service Settings → Field Service → enable the toggle

Enable Notification:

Go to Setup → Service → Field Service Settings → Notifications → enable the Enable Notifications
toggle

FSL Licensing - Add On License Configuration (Service Cloud

only)
Note: If the Add On License is already enabled in your Salesforce organization - then this toggle will
not appear.

IF THIS TOGGLE DOES NOT APPEAR - PLEASE SKIP THIS STEP

Go to Setup → Feature Settings → Service → Field Service → Field Service Settings → Field Service
→ Work Orders → enable the toggle

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FEED TRACKING CONFIGURATION
Add the following text as a tooltip on the button:

1. Go to Setup → Feature Settings → Feed Tracking:

2. On the Objects table on the left, search for the object that should be supported for Visual
Remote Assistant (e.g. Case \ Work Order \ Service Appointment).
3. For each object, enable the toggle called Enable Feed Tracking.

4. Verify that it is enabled for each of the Visual Remote Assistant supported objects.

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SFS MANAGED PACKAGE NOTIFICATION (FIELD
SERVICE ONLY)
Follow the guidelines in this section in order to add Chatter & Push Notifications.

Prerequisites
In order to use Visual Remote Assistant with the SFS application, the following prerequisites are
required:

1. Go to Setup → Installed Packages:

2. Verify that the following package is listed as Installed – FSL.

3. If the Field Service lightning package is not installed, please refer to the following link in
order to install it on your SF org - https://fsl.secure.force.com/install
4. Find Click here to install the Salesforce Field Service Spring '21 Managed Package in
Production to install the package.

Salesforce Field Service App Package

To install the Salesforce Field Service App Package app:

1. Use the following installation link -

https://help.salesforce.com/articleView?id=sf.mfs_push_notifications.htm&type=5
2. Go to Step 1 and install the Connected App.

Visual Remote Assistant configuration for SFS

Once the package is installed, take the following steps:

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Salesforce Field Service for iOS - Connected App - Edit Policies - IP
Relaxation

1. Click on the Manage Connected App link shown at the top of the screen.
You are redirected to Setup → Manage Connected App page
2. Click on the Salesforce Field Service for iOS connected app from the list shown.
3. Click on Edit Policies

IP Relaxation

1. Go to OAuth Policies → IP Relaxation

2. Select Relax IP restrictions from the dropdown list.

Salesforce Field Service for Android - Connected App - Edit Policies - IP

Relaxation

1. Click on the Manage Connected App link shown at the top of the screen.
You are redirected to Setup → Manage Connected App page
2. Click on the Salesforce Field Service for Android connected app from the list shown.
3. Click on Edit Policies.

IP Relaxation

1. Go to OAuth Policies → IP Relaxation

2. Select Relax IP restrictions from the dropdown list

Salesforce Field Services Settings - Allow Chatter Notifications

1. Click the App Launcher icon.

2. Search for Field Service Settings.
3. Click on Dispatch from the left menu bar.
4. Go to the Scheduled Jobs tab.

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 5. Enable the Mention assigned user when the Service Appointment is dispatched toggl

Visual Remote Assistant Configuration

In order to allow Visual Remote Assistant for Field Services, follow these steps:
1. Go to App Launcher → search for Visual Remote Assistant Configuration
2. Go to Configuration → Step 2 → Features Configuration → Invite Mobile Field Services
Technicians to Visual Remote Assistant Sessions → Enable Visual Remote Assistant For
Mobile Field Service Technicians = Enabled

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SFS APP EXTENSION (FIELD SERVICE ONLY)
VISUAL REMOTE ASSISTANT CAN BE TRIGGERED FROM THE SALESFORCE FIELD SERVICE (SFS)
APPLICATION.

Visual Remote Assistant triggering is feasible via App Extension which adds custom items to the
Action menu.

When the SFS mobile technician clicks on the custom added item, the technician is redirected from
the SFS app to the Salesforce application - directly to the relevant Work Order on which the
technician is working.

Note: If your organization does not use the SFS application - you can skip this part.

Configuration Steps

1. Go to Setup → Service → Field Service → Field Service Mobile → Field Service Mobile
Settings.
2. Scroll down to the App Extension section and click on Add.

3. Two configuration steps are required - one for iOS and one for Android.

Parameter Value Comments

Type iOS

Launch Value https://<your SF Replace <your SF

myDomain>.lightning.force.com/light myDomain> with the
ning/r/WorkOrder/{!Id}/view actual SF myDomain

Label Visual Remote Assistant Customizable

Name Visual Remote Assistant Customizable

Scoped To Object Types WorkOrder

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Parameter Value Comments

Type Android

Launch Value https://<your SF Replace <your SF

myDomain>.lightning.force. myDomain> with the
com/lightning/n/tspa__Vis actual SF myDomain
ual_Remote_Assistant_Mo
bile_Dashboard?c__record
Id={!Id}

Label Visual Remote Assistant Customizable

Name Visual Remote Assistant Customizable

Scoped To Object Types WorkOrder Choose the relevant object

type

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CUSTOMIZE PAGE LAYOUT FOR MOBILE & TABLET
Add Invite Form and Visual History to Desktop and Mobile your
Page Layout
Now that you have successfully added Visual Remote Assistant to the desired Salesforce objects and
added the Mobile & Tablet configuration, the next step is to customize the page layout of the
supported object by adding the Visual Remote Assistant Invite Form component:
1. Go to the relevant object to which you added support (e.g. Work Order, Case, etc.)
2. Click on the Setup Gear icon at the top right corner of the screen
3. Click Edit Page.

Desktop Layout
1. In the layout view, choose Desktop

2. In the left bar menu, the following option will appear under Custom - Managed

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3. Drag & drop the Visual_Remote_Assistant-Invite_Form into the main screen layout
4. Drag & drop the Visual_Remote_Assistant-Visual_History into the main screen layout

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Mobile Layout
1. In the layout view, choose Phone

2. In the left bar menu, the following option will appear under Custom – Managed.

3. Drag & drop the Visual_Remote_Assistant-Invite_Form into the main screen layout.
4. Drag & drop the Visual_Remote_Assistant-Visual_History into the main screen layout.

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Embedded Services/WebChat(Live
Agent/ChatBot)
In Digital Engagement, once an End User requests transfer to an Agent from Einstein Bot or without
the bot, the Web Chat initiates between the Agent and End User. Visual Remote Assistant allows
Agents to initiate visual sessions with customers.

Prerequisite

The Admin needs to make sure that Web Chat/embedded services and omnichannel are already
configured as prerequisites. If they are not, then follow the resource below to configure it:

● Omnichannel
https://help.salesforce.com/articleView?id=sf.omnichannel_enable.htm&type=5
● Web Chat
https://help.salesforce.com/articleView?id=sf.live_agent_intro_lightning.htm&type=5
● https://trailhead.salesforce.com/en/content/learn/projects/build-an-einstein-bot/prep-for-ei
nstein-bots

Configure Visual Remote Assistant for Web Chat

To configure the Visual Remote Assistant, the Admin sets up the template for a Chat Notification
using Visual Remote Assistant Configuration.

Configure Notification Template

1. Click the App Launcher, then first type and then select Visual Remote Assistant
Configuration.
2. From the left panel, select Step 3. Visual Assistant Configuration.

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 3. Select Invite Message Customization tab.

4. The Admin can create or modify the template using the left panel. Once the text is updated,
click Update in the top right corner.

Note: The merge fields from the right section must be included in the template.

Update Page Layout

From the Visual Remote Assistant Configuration page, go to the step Adding Visual Remote
Assistant to Salesforce Objects and follow the steps to add the Digital Engagement for Visual
Remote Assistant component in the lightning record page of the Chat Transcript object.

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64
SMS Gateway
After working through the previous sections, the Admin can configure the Visual Remote Assistant
and add an SMS gateway as a Channel in the Visual Remote Assistant - Invite Form.

Prerequisite

SMS gateways should be preconfigured and integrated in the Salesforce organization.

Configure Gateway in Visual Remote Assistant

● Click the App Launcher, then type, and then select Visual Remote Assistant Configuration.
● From the left panel, select Step 2. Features Configurations.
● Scroll to section Digital Engagement - Custom Gateway.
● Click on Add new Gateway to add the gateway channel in the Visual Remote Assistant.

● Unique Name: The name which is saved in the Visual Remote Assistant-Session Invites
records which represents a session.
● Name: Represents the user the value in Channel dropdown of the Invite form.
● Channel: Represents the invite via the section in the Invite form, and defines in which invite
the gateway will be visible.
● From the left panel, select Step 3. Visual Assistant Configurations and in the session invite
delivery method, multiselect the picklist. Move the Gateway option to selected.
● Once this is configured, the Invite form looks like this:

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The messaging channel dropdown represents the gateway available for that Invite via section and the
default value represents the Visual Remote Assistant gateway.

Now the Admin can build a Process Builder or Apex trigger on the Visual Remote Assistant-Session
Invites object. Fields to be considered in automation:

● Digital Engagement(tspa__Digital_Engagement__c) → value is always “Custom Gateway”

● DE Channel/Gateway(tspa__DE_Channel__c) → Unique name of gateway
● Country Code(tspa__Country_Code__c) Country code from invite via SMS
● Phone Number(tspa__Phone_Number__c) → Phone from invite via SMS
● Email(tspa__Email__c) → Email from invite via Email

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VISUAL REMOTE ASSISTANT IMAGES LIBRARY
The visual library stores picture files that can help you during several different sessions. A picture of a
device, for example, may help the End User find the required device faster and easier than trying to
describe it verbally. The pictures are available in the Visual Library tab in the session window, where
you can click Select next to the picture that you want to be shown to the End User.

Images Library Prerequisites

Enable the following settings:

1. Go to Setup → Feature Settings → Salesforce Files → General Settings.

2. Enable the Libraries in Salesforce Files:

Upload Image Files to Salesforce File Object

1. Go to Files

2. Add Library files and folders for future use.

By default, when Visual Remote Assistant is installed, the following folder is created - Visual
Remote Assistant Library.

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VISUAL REMOTE ASSISTANT SCHEDULING
VRA Scheduling allows you to schedule future VRA meetings with your customers using Salesforce
Field Service or Salesforce Scheduler. With this feature configured, Agents can create Service
Appointments for VRA meetings and schedule them. A short time before the scheduled meeting,
the End User will receive an email inviting them to a virtual lobby where they can wait until the Agent
is ready to start the meeting. The Agent will receive a notification reminding them that the meeting
is about to begin.

VRA Scheduling Prerequisites

To install and configure the VRA scheduling, you must perform these prerequisite steps - you must
install the VRA package and configure it, enable Field Service, and install either Salesforce Field
Service or Salesforce Scheduler.

Install Scheduling for your organization

1. Verify you have VRA version 5.25 or newer installed on your Salesforce org.
2. Enable Field Service. For more information Click Here.
3. Install Salesforce Field Service or Salesforce Scheduler on your organization. In order to install
the Salesforce Field Service, Click Here . In order to install the Salesforce Scheduler, Click Here.

Install VRA Scheduling

The VRA Scheduling feature requires a separate package from the VRA package since it requires
several prerequisite steps that the VRA package does not. Specifically, you do not need the Service
Appointment object for regular VRA meetings. However, as mentioned above, the Service
Appointment object is essential for the scheduling of VRA meetings.

If you install the VRA Scheduling package without having the Service Appointment object, you will
receive an error message. If this happens, please go back to the “Enable Field Service” prerequisite
step above.

Click Here and install the package. Supported from version 5.25 and onwards

Note: Make sure you enabled Field Service. Please go to the App Launcher, search for
Service Appointment, and make sure you have the object on your org.

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