SOS (Service Cloud’s Mobile Support Solution)

  • November 18, 2016
  • Nirupama Shree

Personalize Service Delivery

SOS provides the direct connection from the customer’s mobile device to the support agent using Service cloud. This feature is available on mobile apps through which companies can embed customer support through live agent video chat, audio chat,   screen sharing ability & it will give an engaging & memorable service experience to the customers. The SOS Mobile SDK for iOS or Android  must be embedded into your application, and should also be configured to point to your SOS-enabled Service Cloud Org.

It is the medium through which you can connect to your customers in an easiest way. Through this agent is able to look into the customer’s issues & can resolve them in the comfortable manner i.e. through face to face communication i.e. video chats.  It is the app in which you can add the Help button on your iOS or Android mobile. So, whenever the customer wants to get connect with their agents they can connect through video or audio option available. Earlier, the customers have to connect with the person whose Name or face both are not known. But now with a one click they can easily connect to the agents along with the personalized information & also the agents provide the app guidance along with the screenshots.

 

Diagnose & solve Customer Queries on time

  • Save time & money – Agents can diagnose the problem & can easily give the support anytime, anywhere.
  • Face to Face – With SOS, a 1:1 connection with the customers is just a click away.
  • Customer Support – It provides the faster customer support hence providing the satisfaction to the clients.
 

SOS Customers View

  • Agent Stream View: It consists of the real time video of the agent in which he must be assisting a User during the session.
  • Local Audio Mute Button: It is used to mute the User’s audio from being sent to the agents.
  • End Session Button: It provided the functionality of ending the SOS session i.e. disconnects the communication of User with their agent.
  • Camera Button: It provides the general functionality of mobile device’s camera only to send the real time video to the client.
  • Agent Annotations: It shows the real time agents drawing on the top of the application screen.
 

SOS User Interface

In your mobile application, the primary SOS user interface is a device which controls the real time video stream of the assisting agent & it consists of the total four buttons to control the feature of audio, video, camera & end to session.

Supported Mobile Devices

SOS supports the integration into native applications for the following mobile devices:

  • iPhone 4s or newer
  • iPad 2 or newer
  • iPad mini (all variants)
  • iPad air (all variants)
  • iPad touch (6th generation – 2015)
  • Android devices running API level 14+

The agents dealing/ responding to the SOS calls needs to have the modern browsers & reasonably high quality of internet facility to handle the real time audio & video with full clarity as to meet the customer’s requirement in much efficient way.

Supported Operating Systems

  • iOS 8 or newer
  • Android API Level 14+

Service Cloud Agent requirements

  • Camera
  • Microphones
  • OSX 10.5 or newer
  • Windows 7 or newer
If you need Salesforce Consulting Services for any Salesforce related work, then please feel free to reach out to sales@girikon.com

About Author
Nirupama Shree
Nirupama Shree is currently working as a Business Analyst at Girikon, managing projects related to Salesforce. She has work experience in requirement gathering, blogging, maintaining client relations and has experience in technologies like Salesforce, Magento, Opencart. In her leisure time, she loves listening to music.
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