Salesforce introduced a new mobile support solution for Service Cloud users. With this solution you can add a help button to your native iOS or Android mobile application that lets your customers connect with agents over a one-way video and two-way audio chat. Like the Amazon Mayday Button, Service Cloud SOS also supports screen sharing and interaction, meaning the representative can view and make marks on the end user's screen to point out important pieces of information.
You can customize and configure SOS to create a rich experience that maps to the core properties of your brand. Improve customer interactions with a seamless native approach that will revolutionize the way your customers think about customer service.
Advantages of SOS feature
- Supports native and hybrid apps
- IOS and Android
- LTE/4G and Wifi
- Two way Audio
- One way Video (Agent video streams to Customer)
- Field Masking
- Session Recording
Disadvantages of SOS feature
- No Support for Windows or Blackberry
- Will not work on 3G Networks
- The agent cannot initiate a session
- No transferring of sessions between agents.
- No multi-user interaction
- Different behaviors in different browsers
I am very happy with the documentation they have provided which is quite clear, and it took around 2 hours to make this thing up and running
Like lot of other beta features of Salesforce you will find lot of hiccups during the implementation phase. You can find below the list of screenshots from my implementation of the SOS feature
Triggering SOS Connection from Mobile
Agent should accept the connection
Screen Sharing and highlighting feature
Agent can enable video and audio chat with client
Anyone can end the session
For more information on integrating SOS into your mobile applications, see the SOS iOS SDK.
Drop your queries in the comments section if you find any issue with the implementation.