VISUAL REMOTE SUPPORT · SALESFORCE
VISUAL REMOTE ASSISTANT
by Salesforce · Authorized via Stackingo
G2 LEADER 2026
150k+ companies
SEE WHAT THE CUSTOMER SEES. RESOLVE WITHOUT ROLLING A TRUCK.
Browser-native video support embedded in Service Cloud and Field Service. Agents annotate live, log automatically, and close cases faster — no app download required.
Stackingo gets you further.
No-download browser video
1-way or 2-way video
Live AR annotations
Screen share + privacy controls
CRM auto-logging
Field Service · Service Cloud
FOUR REASONS WHY BUYERS CHOOSE STACKINGO
MORE THAN A DISCOUNT — A SMARTER
WAY TO BUY SOFTWARE.
35%
Average Cost Savings
Below OEM list price, structured within authorized programmes.
+
Advisory Included
Module fit, sizing & tier optimisation reviewed before quote.
1doc
One Commercial
Multi-region, multi-vendor stack on a single agreement.
25%
Renewal defence
Every cycle re-priced — never auto-renewed at list.
BUYER INTELLIGENCE
WHAT YOU SHOULD KNOW BEFORE
BUYING.
Six things experienced IT buyers wish they'd known earlier — plus the analyst evidence behind the OEM's market position.
01
VRA is a separate licensed add-on — not bundled
Visual Remote Assistant requires a separate managed-package licence on top of Service Cloud or Field Service. VRA seats are sold separately.
04
AR annotation is agent-initiated, not user-led
Overlays & pointer tools are drawn by the agent on the live feed—customers can't annotate independently. Check bidirectional markup needs.
02
Service Cloud or Field Service is required
VRA can't deploy standalone — needs Service Cloud or Field Service licensed in Lightning Experience. Classic users need a UI migration.
05
Truck-roll ROI depends on case-type distribution
Field service savings are highest for diagnostics, sensor checks, and guided self-installs. Hardware swaps need dispatch - segment case mix first.
03
Session data logs to CRM — governance matters
VRA writes screenshots/transcripts/records to linked object, stored wherever provisioned — confirm region for residency/eDiscovery.
06
Video quality degrades on low-bandwidth devices
VRA runs over the customer's mobile browser/network, not enterprise-controlled. In utilities/rural/factory sites, pilot stability first
GARTNER MAGIC QUADRANT
Customer Data Platforms · 2026
Recognised Leader — Trusted Consistently
LEADER
FORRESTER'S WAVE
Customer Relationship Management · Q1 26
Strong Performer — high growth trajectory
LEADER
ABOUT SALESFORCE
THE WORLD'S #1 CRM — FROM CONTACT CENTRE TO FIELD.
Salesforce, the global CRM leader, powers service, sales, commerce, and field operations for 150,000+ organisations. It connects every touchpoint — from agent to technician — on one data-unified architecture.
Visual Remote Assistant is built into Service Cloud and Salesforce Field Service — sharing the same data model, permissions framework, and case management engine. Session records write directly to the active CRM record with no middleware.
Salesforce is a 15-time consecutive Gartner Magic Quadrant Leader for CRM Customer Engagement Center — validating its service platform as the enterprise standard for organisations scaling both digital and field-based support operations.
BEST FOR
Field-Heavy Ent.
Field staff; utilities, telecom, OEM; remote triage
STRONG FIT
High-Vol Tier-2
Hardware cases where voice-only spikes AHT
REPLACES
Video Tools
Zoom, Teams, WhatsApp video; no CRM write-back or log
Key Capabilities
INCLUDED IN ALL PLANS
App-Free Browser Video Session
SMS/email link starts live mobile video in under 60s; no app, account or permission.
Agent-Drawn AR Annotations
Agents draw arrows, circles, text on the customer's live camera view in real time.
Automatic CRM Session Logging
Each session auto-saves timestamps, screenshots, summaries to the SF case or order.
Pre-Visit Remote Diagnostics
Techs run a pre-trip VRA call to inspect the fault, confirm parts, ending redispatch.
Secure Desktop + Screen Sharing
Agents share their screen to guide customers; privacy controls block sensitive grabs.
Agentforce & Service Cloud Integration
VRA sessions sit in service console with case, asset, Einstein; supervisors watch.
MORE FROM SALESFORCE
THE SALESFORCE SERVICE ECOSYSTEM.
Visual Remote Assistant operates inside a broader Salesforce service platform spanning Service Cloud, Field Service, Einstein AI, and Data Cloud. Organisations already on Salesforce can extend VRA into omnichannel workflows, scheduling automation, and customer self-service without additional infrastructure.
CROSS OEM COMPARISON
FIND THE BEST FIT — NOT JUST ONE
PRODUCT
Not the right fit? We’ve got other options. One RFQ unlocks multiple solutions, compared side by side—with zero vendor bias.
FREQUENTLY ASKED QUESTIONS
GOT QUESTIONS?
WE'VE GOT ANSWERS.
The questions every buyer asks before purchasing through Stackingo—pricing, licensing, what's included, and what to expect.
01
Is there a baseline discount on Salesforce Visual Remote Assistant licences via Stackingo?
At minimum, Stackingo prices Salesforce Visual Remote Assistant 10% under Salesforce's list rate, within the bounds of Salesforce's authorized discount programme.
💡
One deployment consideration: VRA operates over the customer's mobile browser and network rather than a controlled enterprise connection.
02
How much do Salesforce Visual Remote Assistant buyers save?
On average, buyers save up to 35% versus Salesforce direct list pricing, structured within the authorized reseller programme rather than ad hoc markdowns.
⚠️
Context that matters here: VRA cannot be deployed as a standalone product. It requires either Service Cloud or Field Service to already be licensed and configured in Lightning Experience. Teams still on Salesforce Classic are blocked from activation without a UI migration first.
03
Why choose Stackingo for Salesforce Visual Remote Assistant?
Beyond the 10%-to-35% discount, Stackingo's value on Salesforce Visual Remote Assistant is commercial clarity — flagging the traps that inflate Salesforce bills:
VRA is a separate licensed add-on — not bundled
Service Cloud or Field Service is a hard prerequisite
Session data logs to CRM — governance scope matters
AR annotation is agent-initiated, not customer-controlled
Truck-roll reduction ROI depends on case-type distribution
Video quality degrades on low-bandwidth customer devices
✓
Add one consolidated RFQ, an audit-ready comparable quote, and renewal protection — and the direct route rarely wins.
04
Can Stackingo implement it, not just licence it?
Both sides are covered. Stackingo licences Salesforce Visual Remote Assistant and can run the implementation — configuring App-Free Browser Video Session, Agent-Drawn AR Annotations, Automatic CRM Session Logging, Pre-Visit Remote Diagnostics, Secure Desktop + Screen Sharing, and Agentforce & Service Cloud Integration.
🛠️
Choose Stackingo's own delivery team, a certified partner Stackingo coordinates, or let Stackingo gather and benchmark competing implementation bids — all consolidated into one proposal alongside the licence.
05
What is Salesforce Visual Remote Assistant best for?
Salesforce is the global leader in CRM, powering customer service, sales, commerce, and field operations for over 150,000 organisations worldwide.
Best fit · Field-Intensive Enterprise
Best fit · High-Volume Tier-2 Support
Typically replaces · Standalone Video Tools
🎯
Field-Intensive Enterprise — Organisations with large field workforces — utilities, telecoms
High-Volume Tier-2 Support — Contact centers handling complex
Typically replaces Standalone Video Tools for teams using Zoom, Teams
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