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CONTENTS

INTRODUCING TECHSEE VISUAL REMOTE ASSISTANCE (VRA) FOR SALESFORCE 5

TechSee Visual Assistance powered by AI & AR for Contact Centers & Field Services 5
Visual Assistance 5
Visual Assistance and Salesforce 5

PERMISSIONS ASSIGNMENTS FOR VISUAL REMOTE ASSISTANT 6

permission set license assignment 6
permission set assignment 8

HOW TO INSTALL? 9
Package Installation Prerequisites 10

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Push topic User profile permissions 10

UPGRADE FROM VISUAL REMOTE ASSISTANT 2.X TO 3.X 11

ACCOUNT CONFIGURATION UPDATE 11
VRA CONFIGURATION TOOL 11
VRA INVITE \ VISUAL HISTORY COMPONENT 11
VISUAL REMOTE ASSISTANT - GETTING STARTED 12
Selecting Domain Name 13
Language Selection 13
Region Selection 13

PREREQUISITES HANDLING 14
Enable Identity Provider 14
Connected App - Edit Policies - IP Relaxation & Permitted Users Configuration 15
IP Relaxation 15
Permitted Users 15
Connected App - Manage Profiles 17
Connected App - Custom Attributes 18
SAML Login Information 19

CREATE & ACTIVATE ACCOUNT FLOW 20

Account Creation 20
Account Activation 21
Activation Expiration 21
Successful Activation 21

POST ACCOUNT ACTIVATION - CONFIGURATION 22

Remote Site Settings 22
CSP Trusted Sites 22
ACS URL Configuration 24

ADDING VIDEO DASHBOARD TO APP MANAGER 25

FLOW TESTING 27
Invite Flow Testing 27
Video Dashboard Testing 28
Session Summary & Visual History 30

CONFIGURATION 32
Add ‘Visual Remote Assistant’ to your cloud objects 32
Add ‘Visual Remote Assistant’ to your cloud objects - Manual Configuration 34

VISUAL REMOTE ASSISTANT 3.0 - SESSION TYPES CONFIGURATION 36

VISUAL REMOTE ASSISTANT 3.0 INCLUDES THE FOLLOWING NEW FEATURES: 36
UPDATING VRA SESSION TYPES 36
VRA CONFIGURATION 36
VIDEO & AUDIO 36

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VRA CONFIGURATION 36
DESKTOP SHARING 36
VRA CONFIGURATION 36
MOBILE SCREEN MIRRORING 37
VRA CONFIGURATION 37
MOBILE & TABLET SUPPORT 38
IN ORDER TO ALLOW VISUAL REMOTE ASSISTANT TO RUN ON MOBILE & TABLET
DEVICES, PLEASE GO TO: 38
SETUP → NEW SALESFORCE MOBILE APP QUICKSTART → NEW SALESFORCE MOBILE
APP FOR TABLET → GIVE ALL USERS ACCESS → ENABLE THE TOGGLE 38
GUIDANCE FOR SALESFORCE MOBILE APPLICATION 38
VRA CONFIGURATION 38
FIELD SERVICES CONFIGURATION 39
ENABLE FIELD SERVICES (SERVICE CLOUD ONLY) 39
FSL LICENSING - ADD ON LICENSE CONFIGURATION (SERVICE CLOUD ONLY) 39
FEED TRACKING CONFIGURATION 40
FSL MANAGED PACKAGE NOTIFICATION (FIELD SERVICES ONLY) 41
PREREQUISITES 41
VISUAL REMOTE ASSISTANT CONFIGURATION FOR SFS 42
SALESFORCE FIELD SERVICE FOR IOS - CONNECTED APP - EDIT POLICIES - IP
RELAXATION 42
IP RELAXATION 42
SALESFORCE FIELD SERVICE FOR ANDROID - CONNECTED APP - EDIT POLICIES - IP
RELAXATION 42
IP RELAXATION 42
SALESFORCE FIELD SERVICES SETTINGS - ALLOW CHATTER NOTIFICATIONS 42
VRA CONFIGURATION 43
SFS APP EXTENSION (FIELD SERVICE ONLY) 44
VISUAL REMOTE ASSISTANT CAN BE TRIGGERED FROM THE SALESFORCE FIELD SERVICES
(SFS) APPLICATION. 44
CONFIGURATION STEPS: 44
CUSTOMIZE PAGE LAYOUT FOR MOBILE & TABLET 46
Add ‘Invite Form’ and ‘Visual History’ to Desktop and Mobile your page layout 46
DESKTOP LAYOUT 47
MOBILE LAYOUT 48

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Copyright © 2021 TechSee Technologies Ltd. All rights reserved.

All intellectual property rights in this publication are owned by TechSee Technologies Ltd. And protected by
applicable copyright laws and international treaty provisions. TechSee Technologies Ltd. retains all rights not
expressly granted. No part of this publication may be reproduced in any form whatsoever or used to make any
derivative work without prior written approval by TechSee Technologies Ltd.

TechSee Technologies Ltd. reserves the right to revise this publication, and/or make improvements or changes
in the product(s) and/or the program(s) described in this documentation at any time without prior notice. The
information in this document is provided in good faith, but without any representation or warranty whatsoever,
whether it is accurate, or complete or otherwise, and on express understanding that TechSee Technologies Ltd.
shall have no liability whatsoever to other parties in any way arising from or relating to the information or its
use.

Any software described in this publication is furnished under a license agreement. All other trademarks are the
property of their respective owners. Other company and brand products and service names are trademarks or
registered trademarks of their respective holders.

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INTRODUCING TECHSEE VISUAL REMOTE ASSISTANCE (VRA) FOR

SALESFORCE
TECHSEE VISUAL ASSISTANCE POWERED BY AI & AR FOR CONTACT CENTERS & FIELD SERVICES

VISUAL ASSISTANCE
TechSee Visual Assistance enables contact center agents and field technicians to visually
engage with customers 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 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,” TechSee Visual
Assistance enables the agent to provide effective guidance as if they were standing right next
to the customer.

Visual Assistance technology is based on Artificial Intelligence 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 ASSISTANCE AND SALESFORCE

Empower your organization with TechSee Visual Assistance for Salesforce, available for
various Salesforce Clouds. TechSee Visual Assistance 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 & AR, without the need to download any app or use an SDK
on the customer side.

TechSee Visual Assistance allows Salesforce agents and remote experts to see what their
customers see and guide them to resolutions, while keeping Salesforce information available
simultaneously and creating visual assistance assets, attached to the Salesforce case.

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PERMISSIONS ASSIGNMENTS FOR VISUAL REMOTE

ASSISTANT
Visual Remote Assistant license assignment is a two-step process:
1. Assignment of “permission set license assignment”
2. Assignment of “permission set assignment”

PERMISSION SET LICENSE ASSIGNMENT

● Click on gear icon on top right corner and select setup

From ‘Quick Find’ search for Users and click on it

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

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

Click on Edit Assignment button and search for Visual Remote Assistant

● Check the checkbox and click on Save

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PERMISSION SET ASSIGNMENT

● Once you are back in user detail page, From the options on top, click on Permission Set
Assignments

● Click on Edit Assignment and search for RemoteExpert in available permission sets and
click on add

● 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

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HOW TO INSTALL?

In salesforce, users can install the latest package / App in a Salesfoce instance by following
the below steps:
● Open a browser and enter installation URL: https://sfdc.co/visualremoteassistant-
install
● User will be redirected to salesforce login page

● Enter your credentials and click on the login

● Select Admin / Users / Profiles as per requirement

Click on Done.
User can find the installed app from setup installed packages

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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/
externalidentityImplGuide/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.

PUSH TOPIC USER PROFILE PERMISSIONS

The VRA system uses Streaming API to send real-time events to the Salesforce Dashboard
agent.
These real-time events are used in order to navigate the flow of the visual remote assistance
session.

Please verify that the users who will be granted with VRA license, has the following
permission at the user profile level:

● Go to Setup

● In quick search, type profile

● Go to Profile for which the user is facing Streaming issues

● Go to Object Settings

● Search for PUSH Topic

● Click on edit before it and provide Read, Create and Edit permissions

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UPGRADE FROM VISUAL REMOTE ASSISTANT 2.X TO 3.X

Follow this section nn case you are upgrading from a previous installation of Visual Remote
Assistant (version 2.x) to Visual Remote Assistant 3.x

● Open a browser and enter installation URL: https://sfdc.co/visualremoteassistant-

install
● User will be redirected to salesforce login page

● Enter your credentials and click on the login

● Select Admin / Users / Profiles as per requirement
● Click on Done.
● The upgraded version of Visual Remote Assistant will be shown under Setup
Installed Packages
● Note - the Visual Remote Assistant 3.x will NOT be operational until you
complete the ‘Account Configuration Update’ process.

ACCOUNT CONFIGURATION UPDATE

In order to use Visual Remote Assistant 3.x after the managed package upgrade, an account
configuration update is required.

There are two options to update the configuration:

VRA CONFIGURATION TOOL
● Once you finish upgrading the version of Visual Remote Assistant will be shown
under Setup Installed Packages
● 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
support VRA 3.x
VRA INVITE \ VISUAL HISTORY COMPONENT
● Go to the object (e.g. Case \ Work Order \ etc.) on which the VRA component is
already configured.

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● The following alert will appear on top of the component:

● Click on the ‘Retry’ button - your VRA account setting will be updated automatically.
● The Invite \ Visual History components are available again.
For upgrade process, upon successful completion of this process, please skip to ‘VRA 3.0 -
Session Types Configuration’ section.

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VISUAL REMOTE ASSISTANT - GETTING STARTED

TechSee 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.

● Go to ‘App Launcher’ search for ‘Visual Remote Assistant - Admin’

● The ‘Getting Started’ page will appear:

● The following information is retrieved:

o The Permission Set Licenses quota for ‘Remote Expert’
o Salesforce Organization ID
o Salesforce Organization Type

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o Salesforce Organization Name

SELECTING DOMAIN NAME

● A domain name should be registered under the ‘techsee.me’ primary domain name.
● Enter the desired domain name and click on the ‘Check Availability’ button.
An indication will appear on the screen whether the requested domain name is
available or not’
LANGUAGE SELECTION

● Choose the end user UI language, from the dropdown menu. English is the default
language.
● For the Salesforce UI language customization, please refer to the ‘Configuration’
section.

REGION SELECTION

● 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
● In the case of APAC region, please contact TechSee Support in order to configure the
account to use AWS Sydney video site.

Click on the ‘Next’ button in order to move to ‘Prerequisites’ handling part.

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

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

ENABLE IDENTITY PROVIDER

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

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CONNECTED APP - EDIT POLICIES - IP RELAXATION & PERMITTED USERS

CONFIGURATION

● In order to use Visual Remote Assistant, it’s required to edit the ‘Visual Remote
Assistance’ connected app policies for ‘IP Relaxation’ and ‘Permitted Users’.
● Click on the ‘Manage Connected App’ link shown at the top of the screen.
You will be redirected to Setup Manage Connected App page
● Click on the ‘Visual Remote Assistant’ connected app from the list shown.

● Click on ‘Edit Policies’

IP RELAXATION
● Go to ‘OAuth Policies’ IP Relaxation
● Select the ‘Relax IP restrictions’ from the dropdown list

PERMITTED USERS
● Go to ‘OAuth Policies’ Permitted Users
● Select ‘Admin approved users are pre-authorized’
● Go back to the ‘Visual Remote Assistant - Configuration’ tab and check the
‘Connected App - ‘Policies Edited’’ checkbox.

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● Click ‘Next’

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CONNECTED APP - MANAGE PROFILES

● In order to use Visual Remote Assistant, it’s required to assign application profiles to
the ‘Visual Remote Assistance’ connected app.
● Click on the ‘Manage Connected App’ link shown at the top of the screen.
You will be redirected to Setup Manage Connected App page
● Click on the ‘Visual Remote Assistant’ connected app from the list shown.

● Go to ‘Profiles’
● Click ‘Manage Profiles’
● Choose the profiles that will use the ‘Visual Remote Assistant’ package.
● Go back to the ‘Visual Remote Assistant - Configuration’ tab and check the
‘Connected App - ‘Profiles Assigned’ checkbox.
● Click ‘Next’

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CONNECTED APP - CUSTOM ATTRIBUTES -- NOT TO CHECK

● In order to use Visual Remote Assistant, it’s required to configure the custom
attributes that will be used to identify the Salesforce user in TechSee.
● Click on the ‘Manage Connected App’ link shown at the top of the screen.
You will be redirected to Setup Manage Connected App page
● Click on the ‘Visual Remote Assistant’ connected app from the list shown.

● Go to ‘Custom Attributes’
● Click ‘New’’
● Enter the following values (note: both the key & value are case sensitive):
Attribute Attribute value
key

lastName $User.LastNa
me

firstName $User.FirstNa
me

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

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SAML LOGIN INFORMATION

● In order to use Visual Remote Assistant, it’s required to configure the SSO (SAML)
authentication URLs in the ‘Visual Remote Assistance’ connected app.
● Click on the ‘Manage Connected App’ link shown at the top of the screen.
You will be redirected to Setup Manage Connected App page
● Click on the ‘Visual Remote Assistant’ connected app from the list shown.

● Go to ‘SAML Login Information’

● Copy the following URLs
o Metadata Discovery Endpoint:
o 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
● Go back to the ‘Visual Remote Assistant - Configuration’ tab and check the ‘SAML
URLs Copied Successfully’ checkbox.
● Click on the ‘Create Account’ Button

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CREATE & ACTIVATE ACCOUNT FLOW

ACCOUNT CREATION

Account Creation flow will provision a new Visual Remote Assistant account on the TechSee
platform. The account will be created in ‘Pending’ state until it will be activated by the
Salesforce Admin user.

● The Salesforce Admin clicks on the ‘Create Account’ button

● The ‘Verify Prerequisites’ popup dialog window appears:

In this popup dialog window, the Salesforce Admin is prompted to verify that all
prerequisites have been completed successfully, as instructed in the previous steps.
o Clicking on ‘Cancel’ will allow the Salesforce Admin to go back and review
the prerequisites steps.
o Clicking on ‘Continue’ will create an account on the TechSee platform.

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ACCOUNT ACTIVATION

● Once the Salesforce Admin clicks on the ‘Continue’ button, the account creation
operation will be 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

● The ‘Account Activation’ will auto-expire after 48 hours.

Once the Salesforce Admin clicks on the ‘Activate Account’ and the expiration due
date has passed - an message will appear on the screen, asking the Salesforce Admin
to start the process again.

SUCCESSFUL ACTIVATION

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● Upon a successful activation, the following popup window will appear:

● Once the user clicks on the ‘Ok’ button, the Salesforce Admin will be redirected to the
‘Post Activation - Configuration’ steps.

POST ACCOUNT ACTIVATION - CONFIGURATION

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

REMOTE SITE SETTINGS

● Copy the ‘Visual Remote Support’ URL by using the ‘copy to clipboard’ button
● Click on the ‘Configure Remote Site Settings’ link on the screen
● The ‘Remote Site Settings’ configuration will open in a new tab
● Edit the ‘RemoteVisualAssistant_SessionInitiation’ value and paste the copied link
● Click on the ‘Remote Site Settings Configured’ checkbox
● Click on the ‘Next’ button

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CSP TRUSTED SITES

● Copy the ‘Visual Remote Support’ URL by using the ‘copy to clipboard’ button
● Click on the ‘Configure CSP Trusted Sites’ link on the screen
● The ‘CSP Trusted Sites’ configuration will open in a new tab
● Edit the ‘RemoteVisualAssistant_SSOAuthenticationURL’ value and paste the copied
link
● Click on the ‘CSP Trusted Sites Configured’ checkbox

● Click on the ‘Next’ button

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ACS URL CONFIGURATION

● Copy the ACS URL by using the ‘copy to clipboard’ button

● Click on the ‘Manage Connected App’ link shown at the top of the screen.
You will be redirected to Setup Manage Connected App page
● Click on the ‘Visual Remote Assistant’ connected app from the list shown.

● Click on ‘Edit Policies’

● 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 was completed successfully, please 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.

● Go to ‘Setup’
● In quick find, search for ‘App Manager’
● Choose the Lightning object to each you added Visual Remote Assistant support to
o Please verify it’s ‘Lightning’ and not ‘Classic’ object
● Click on the ‘Edit’ option

● Go to ‘Utility Items (Desktop only)’

● Click on ‘Add Utility Item’

● Go to ‘Custom Managed’ at the bottom of the menu
● Click on the ‘Visual_Remote_Assistant-Video_Dashboard’

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● Check the ‘Start Automatically’ checkbox at the bottom of the screen

● Click ‘Save’

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FLOW TESTING
Upon a 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

● You can choose either ‘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.
● Enter phone number or email address and click on the ‘Send’ button

● The invitation will be send via the requested method

● Once you receive the test flow invitations, click on the invitation URL inside the
message.

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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’

● The Video Dashboard will be 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.

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● 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

● Click on the ‘End Session’ red button at the bottom left corner of the video dashboard
● The following message will appear on the screen:

● Click on the ‘Ok’ button

● A toast notification will appear on the screen - ‘New Visual Remote Assistant history
record created’

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● Session Summary screen will appear:

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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 Assistance 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 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.

ADD ‘VISUAL REMOTE ASSISTANT’ TO YOUR CLOUD OBJECTS

● In App Launcher, go to ‘Visual Remote Assistant - Admin’

● Go to ‘Configuration’
● Go to ‘Salesforce Object Support’
● Click on ‘Add new object’

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● The following screen will appear:

● In the ‘Select Object’ field, select the desired Salesforce object, to which the ‘Visual
Remote Assistant’ application will be correlated.
o If for some reason, the ‘Select Object’ dropdown field doesn’t open -
please refer to the manual procedure to complete this step.

Note: you can correlate Visual Remote Assistant with multiple objects.
o
● 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 Mandator Select which field will be used as the unique identifier, to
Reference y which the Visual History records will be correlated

● Click on ‘Save’
The outcome looks as follows:

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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:

● In App Launcher, go to ‘Visual Remote Assistant - Admin’

● Go to ‘Salesforce Object Support’

● Click on ‘Add new object’

● Configure the following session invite fields:

Field Type Input Source

Object Name Mandator Go to Object Manager

y
Object Manager API Name field

The Salesforce object to which the Visual Remote Assistance

will be configured

Customer Mandator Go to Object Manager

Reference y
Object Manager Label Fields & Relationships Field Name

Choose a field which a Unique Identifier, e.g. ‘ID’ field

Customer Name Optional Go to Object Manager

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 Phone Optional Go to Object Manager

Object Manager Label Fields & Relationships Field Name

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

invitation will be sent

● Go to ‘Object Manager’ in order to retrieve the object name

o Note: you can correlate Visual Remote Assistant with multiple objects.

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● Click on ‘Save’
The outcome looks as follows:

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VISUAL REMOTE ASSISTANT 3.0 - SESSION TYPES

CONFIGURATION

Visual Remote Assistant 3.0 includes the following new features:

● Updating the VRA Session Types
● Video & Audio
● Mobile Screen Mirroring
● Desktop Sharing
● VRA to-go (VRA on Mobile & Tablet)
● VRA for Field Services Technicians

UPDATING VRA SESSION TYPES

In order to update the VRA Session Types list, it’s required to access the VRA configuration
tool
VRA CONFIGURATION

In order to allow VRA Audio channel, follow these steps:

● Go to ‘App Launcher’ search for ‘Visual Remote Assistant Configuration’
● The following message should appear - ‘Session Types Updated’

VIDEO & AUDIO

VRA 3.0 introduces an Audio channel option as part of a VRA Live Video session
A new toggle is added for Video sessions only - Audio toggle.
If the agent enables the ‘Audio’ toggle, then the VRA session will allow both the agent and
the end user to communicate via an audio channel.

VRA CONFIGURATION

In order to allow VRA Audio channel, follow these steps:

● Go to ‘App Launcher’ search for ‘Visual Remote Assistant Configuration’
●
Go to ‘Configuration Step 2 Features Configuration Audio Enable Audio = Enabled

gf DESKTOP SHARING

VRA 3.0 introduces a new session type - ‘Desktop Sharing’. This session type allows the PC
user to share his desktop screen with the VRA agent.
Sending an invitation to this session type is available only via Email.

VRA CONFIGURATION

In order to allow VRA Audio channel, follow these steps:

● Go to ‘App Launcher’ search for ‘Visual Remote Assistant Configuration’

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●
Go to ‘Configuration Step 2 Features Configuration VRA Session Type by Platform - Configuration

MOBILE SCREEN MIRRORING

VRA 3.0 introduces 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 Email.

VRA CONFIGURATION

In order to allow VRA Audio channel, follow these steps:

● Go to ‘App Launcher’ search for ‘Visual Remote Assistant Configuration’
●
Go to ‘Configuration Step 2 Features Configuration VRA Session Type by Platform - Configuration
●

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MOBILE & TABLET SUPPORT

Visual Remote Assistant 3.0 offers the ability for Salesforce agents to use Visual Remote
Assistant on-the-go (Mobile & Tablet).

VRA will be available within Salesforce official application as Lightning component.

Note - since the Salesforce dashboard on mobile web supports only Classic mode, using the
application for VRA is mandatory.

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

Setup New Salesforce Mobile App QuickStart New Salesforce Mobile App for Tablet Give All Users Acce

GUIDANCE FOR SALESFORCE MOBILE APPLICATION

In order to download the Salesforce official application, please refer to the following URLs:
Apple App Store - Salesforce on the App Store
Google Play Store - Salesforce - Apps on Google Play

VRA CONFIGURATION

In order to allow VRA to run on mobile & tablet, follow these steps:
● Go to ‘App Launcher’ search for ‘Visual Remote Assistant Configuration’
●
Go to ‘Configuration Step 2 Features Configuration VRA to-go Mobile & Tablet Support Enable V

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:fdp:pmd:sp:dgfm;l;, xf FIELD SERVICES CONFIGURATION

Visual Remote Assistant is designed to operate on Service Cloud, please 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 doesn’t appear - please skip this step

Go to Setup Feature Settings Service Field Service Field Service Settings Field Service Work Orders ena

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FEED TRACKING CONFIGURATION

Add the following text as a tooltip on the button:
Go to Setup Feature Settings Feed Tracking:
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).

For each object, enable the toggle called ‘Enable Feed Tracking’

Please verify it’s enabled for each of the VRA supported objects.

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FSL MANAGED PACKAGE NOTIFICATION (FIELD SERVICES ONLY)

Following 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:

Go to Setup Installed Packages:

Verify that the following package is listed as ‘Installed’ - ‘FSL’

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

Search for ‘Click here to install the Salesforce Field Service Spring '21 Managed Package in
Production’ in order to install the package

Salesforce Field Service App Package

If the ‘Salesforce Field Service App Package’ app is not installed, please refer to the
following installation link - https://help.salesforce.com/articleView?
id=sf.mfs_push_notifications.htm&type=5
Go to step 1 and install the ‘Connected App’

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VISUAL REMOTE ASSISTANT CONFIGURATION FOR SFS

Once the package is installed, take the following steps:

SALESFORCE FIELD SERVICE FOR IOS - CONNECTED APP - EDIT POLICIES - IP RELAXATION

● Click on the ‘Manage Connected App’ link shown at the top of the screen.
You will be redirected to Setup Manage Connected App page
● Click on the ‘Salesforce Field Service for iOS’ connected app from the list shown.

● Click on ‘Edit Policies’

IP Relaxation
● Go to ‘OAuth Policies’ IP Relaxation
● Select the ‘Relax IP restrictions’ from the dropdown list

SALESFORCE FIELD SERVICE FOR ANDROID - CONNECTED APP - EDIT POLICIES - IP RELAXATION

● Click on the ‘Manage Connected App’ link shown at the top of the screen.
You will be redirected to Setup Manage Connected App page
● Click on the ‘Salesforce Field Service for Android’ connected app from the list shown.

● Click on ‘Edit Policies’

IP Relaxation

● Go to ‘OAuth Policies’ IP Relaxation

● Select the ‘Relax IP restrictions’ from the dropdown list

SALESFORCE FIELD SERVICES SETTINGS - ALLOW CHATTER NOTIFICATIONS

● Click on the App Launcher icon

● Search for ‘Field Service Settings’
● Click on ‘Dispatch’ from the left menu bar
● Go to the ‘Scheduled Jobs’ tab

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● Enable the ‘Mention assigned user when the Service Appointment is dispatched’
toggle

VRA CONFIGURATION

In order to allow VRA for Field Services, follow these steps:

● Go to ‘App Launcher’ search for ‘Visual Remote Assistant Configuration’
●
Go to ‘Configuration Step 2 Features Configuration Invite Mobile Field Services Technicians to VR

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SFS APP EXTENSION (FIELD SERVICE ONLY)

Visual Remote Assistant can be triggered from the Salesforce Field Services (SFS)
application.
The VRA 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 will be
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:

●
Go to Setup Service Field Service Field Service Mobile Field Service Mobile Settings
● Scroll down to the ‘App Extension’ section and click on ‘Add’

● 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.for myDomain>’ with the
ce.com/lightning/r/WorkO actual SF myDomain
rder/{!Id}/view

Label Visual Remote Assistant Customizable

Name Visual Remote Assistant Customizable

Scoped To Object Types WorkOrder

Parameter Value Comments

Type Android

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

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myDomain>.lightning.for myDomain>’ with the

ce.com/lightning/n/tspa__ actual SF myDomain
Visual_Remote_Assistant
_Mobile_Dashboard?
c__recordId={!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:
● Go to the relevant object to which you added support (e.g. Work Order, Case, etc.)

● Click on the Setup gear icon at the top right corner of the screen
● Click on ‘Edit Page’

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DESKTOP LAYOUT
● In the layout view, choose ‘Desktop’

● In the left bar menu, the following option will appear under ‘Custom - Managed’

● Drag & drop the ‘Visual_Remote_Assistant-Invite_Form’ into the main screen layout

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● Drag & drop the ‘Visual_Remote_Assistant-Visual_History’ into the main screen

layout

MOBILE LAYOUT
● In the layout view, choose ‘Phone’

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● In the left bar menu, the following option will appear under ‘Custom - Managed’

● Drag & drop the ‘Visual_Remote_Assistant-Invite_Form’ into the main screen layout

● Drag & drop the ‘Visual_Remote_Assistant-Visual_History’ into the main screen

layout

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TechSee revolutionizes the customer support domain by
providing the first cognitive visual support solution
powered by augmented reality and artificial intelligence.
TechSee empowers support teams across the globe to
deliver a visual customer experience that significantly
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© 2021 TechSee Augmented Vision Ltd. | CONFIDENTIAL AND PROPRIETARY