Now your call center reps decide exactly when to capture video during a live VRA interaction. With On-Demand Session Recording, call center reps can manually start and stop recording multiple times in a single session. They can selectively record specific portions, like confirming proof of installation, verifying a serial number or demonstrating a fix, so sensitive data outside key moments is never captured. Previously, VRA recorded the entire session.
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.
How: Go to the App Launcher and search for Visual Remote Assistant Configuration. Select Session Recording Settings and enable On-Demand Session Recording. To view and play a session's recorded clips after the call, open the session record in Salesforce Visual History and click Session Recording.