Screen recording for Salesforce Service Cloud
Request a screen recording from a Salesforce case in one click. The recording comes back on the Case automatically. Screendesk for Salesforce is in early access.
Salesforce
Acme supportHow to request a screen recording from a Salesforce case
Use a recording request when a customer’s case needs visual evidence, such as a failing export or an unexpected error.
Install and connect once
Screendesk for Salesforce installs as a Salesforce package and adds a Screendesk component to the Case page in Service Cloud (Lightning). An admin connects the org to a Screendesk workspace from the component on a Case, with Salesforce’s own sign-in and approval. Agents get access through Salesforce permission sets.
Request the customer’s recording
On a Case, click Request a recording. One click makes a link for the customer, and you paste it into your reply. Record on lets you choose where they record: on your own website, with console and network logs when Screendesk’s website capture is set up, or on Screendesk’s hosted recorder. The customer opens the link and records in the browser, with no account and nothing to install.
Review the recording on the Case
The recording comes back on the Case automatically, as a Screendesk Recording record linked to the Case, so you can report on it in Salesforce. Your workspace chooses what else appears: a post on the Case feed (team only or visible to the customer), a private case comment, or the record alone.
Salesforce remains the system of record. Screendesk for Salesforce is in early access: contact our team to get it for your org. Each call from Salesforce to Screendesk is signed per org, agents are matched by their Salesforce email to a member of your Screendesk workspace, and you can disconnect the org at any time. Console and network logs need Screendesk’s website capture on your site.
Request early access · Screen recordings · Console and network logs · Live video support · Security
Before you add Screendesk to Salesforce
How does it install and connect?
Screendesk for Salesforce installs as a Salesforce package. It adds a Screendesk component to the Case page in Service Cloud (Lightning). An admin connects the org to a Screendesk workspace from the component on a Case, with Salesforce’s own sign-in and approval. Agents get access through Salesforce permission sets.
What does Screendesk add to the Case?
Each recording becomes a Screendesk Recording record linked to the Case, so you can report on recordings in Salesforce. Your workspace chooses what else appears on the Case: a post on the Case feed (team only or visible to the customer), a private case comment, or the record alone. A recorded video call that was started from the Case comes back on it too.
Does the customer need an account or an app?
No. The customer opens the link and records in the browser. There is no account to create and nothing to install.
How is the connection secured?
Each call from Salesforce to Screendesk is signed per org. Agents are matched by their Salesforce email to a member of your Screendesk workspace, access is granted through Salesforce permission sets, and you can disconnect the org at any time. See security and the privacy policy.
How do I get it?
Screendesk for Salesforce is in early access and is not listed on AppExchange yet. Use the contact form or book a demo to request early access for your org.
It all starts with a recording request. Request a screen recording from a Salesforce case.
Request early accessFrom a case
Click Request a recording in the Screendesk component on the Case. One click makes the link, and you paste it into your reply.
Back on the Case
When the customer records, the recording is linked to the Case as a Screendesk Recording record. Your workspace chooses whether it also posts on the Case feed.
On this case
The component lists the Case’s requests and recordings with their state: Waiting for customer, Received, Recorded by your team or Video call.
One video platform for every customer-facing team. Recordings, video calls, booking links and library videos start from the Case. The rest runs in your Screendesk workspace.
Live video calls. Share a browser call link in Salesforce for live screen sharing when your plan includes calls.
Reply with a video. Record your own walkthrough or attach one from your library.
Scheduling. Send a booking link with round robin across your team.
Automations. Route new recordings, create issues, and trigger webhooks.
Transcripts & summaries. Eligible recordings and calls are transcribed and summarized when AI processing is enabled.
Sensitive data blurred. Choose the sensitive fields to blur on your web app; capture setup is required.
Context