Kanav Khurana
The Daily Dispatch #2, Heating it up, Part 2
Updated: Sep 9, 2022
Trailhead has a great module to get you started on how Visual Remote Assistance can work.
I thought of the below storyline - at a high level - to replicate my water heater scenario.
Call Script | Salesforce goodness |
Me: Hi! I'm having some issues with my water heating system. Can you please help me out? | The agent finds the matching customer record using the incoming phone number and creates a Case. |
Agent: Sure. I'd be happy to help. Do you see two green lights on the heating device? | |
Me: No, I just see the one. | |
Agent: Would it be ok to get on a video call so I can see what it looks like? | The agent sends a visual remote assistance link via SMS |
Me: Ofcourse! | I click on the link in the SMS |
Agent: Great. I can see it. Let's see if a system reset can help. Can you hold this button for 5 seconds? | The agent uses AR to help me identify the button |
Me: Sure. It's done | |
Agent: Aah, I see that the problem remains. Let's see if there is an indicator on the thermostat. | |
Me: Ok. Let me go there. | |
Agent: Ok. I see the error code. I know what needs to be done. Unfortunately, the heat exchanger valve seems to be at fault. However, it is covered under warranty. I will place an order in the system. You will get an email to then schedule a time when an engineer can come to replace the same! | The agent creates a Work order for spare parts and links it to the Case and the Account. She also sends a link using Lightning scheduler so that the customer can chose from the different available slots to make an appointment with the service engineer. |
End. | |
Next, I will go through the onboarding guide to see how/if I can play around with VRA in my dev org. Stay tuned for the next dispatch!