Promote a secure and focused support environment with specific app selection for multi-app VRA sessions. Call center reps can now initiate sessions that support multiple customer applications while customers select a single app for viewing. This targeted app selection ensures privacy by exposing only the relevant data, strengthening session security and providing more efficient troubleshooting for customers who manage multiple apps. Previously, call center reps could initiate sessions that support only one app.
Where: This feature is available in Lightning Experience in Enterprise, Unlimited, and Developer editions with the Field Service managed package and Visual Remote Assistant installed. Multi-app selection is supported on Android and iOS, depending on OS capabilities.
How: Go to the Invite Page, select the Application Sharing mode. If a customer has multiple associated apps, they’re prompted to select the relevant app before the session begins. If only one app exists, the session starts automatically. During the session, only the selected app is visible to the call center rep.