---
schema_version: "1"
id: 2e431a234947b598d63d9d6898aed57e6d39dee09dd5396ec7d2f58d5822fc72
title: Field Service Customer Engagement
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/264-0-0/rn_fieldservice_customer_engagement.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_fieldservice_customer_engagement.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 9751bf4d629f8618ebd278e86b3210be06cde1eb540453f1d4acba77519d3eca
description: Enhance and elevate your customer interactions with several new features.
products:
  - Cross Cloud
release: "264"
---
# Field Service Customer Engagement

Enhance and elevate your customer interactions with several new features.

- **[Record Audio-Only Visual Remote Assistant (VRA) Sessions for Privacy and Compliance](https://help.salesforce.com/s/articleView?id=release-notes.rn_fieldservice_264_vra_audio_only_recording.htm&release=264.0.0&type=5)**  
    Capture VRA sessions with audio only to meet regulatory requirements, reduce visual privacy risk, and lower cloud storage costs. Agents keep full live video during the call, but only the voice stream is saved to the session archive. The result is a verifiable voice audit trail that keeps personally identifiable information (PII) out of your stored recordings.
- **[Maintain Voice Communication When Switching to Visual Remote Assistant (VRA) Photo Capture Mode](https://help.salesforce.com/s/articleView?id=release-notes.rn_fieldservice_264_vra_photo_capture_voice.htm&release=264.0.0&type=5)**  
    Call center reps stay connected by voice when a VRA session moves from live video to photo capture mode. They can guide customers as they capture high-resolution photos without interrupting the session. Previously, switching modes ended the voice connection, so call center reps had to reconnect or use an external phone call.
- **[Track Real-Time Customer Onboarding and Session Activity in Visual Remote Assistant (VRA)](https://help.salesforce.com/s/articleView?id=release-notes.rn_fieldservice_264_vra_session_activity.htm&release=264.0.0&type=5)**  
    Give your call center reps real-time visibility into the customer's onboarding journey and session milestones with the Session Activity panel. Call center reps can track customer progress like link delivery, Terms and Conditions acceptance, and device permission grants for camera, microphone, and location. Previously, these details were hidden behind secondary tabs or brief pop-up notifications, leaving call center reps unsure whether a customer was stuck or had declined access.
- **[Protect Sensitive Data by Recording Only Key Visual Remote Assistant (VRA) Moments](https://help.salesforce.com/s/articleView?id=release-notes.rn_fieldservice_264_vra_ondemand_recording.htm&release=264.0.0&type=5)**  
    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.