Use the configured Zight panel on a Salesforce Service Cloud case to select an existing recording or create a Request Video for the customer. The panel puts the visual exchange next to the case, but automatic case updates require Salesforce to be connected separately in Zight and the video-reply update setting to be enabled.
This article follows a fictional report-export failure from first reply through verification. The case, account, contact, report, and error are synthetic. The workflow is based on documented setup and behavior; it is not a record of an authenticated end-to-end product test.
Quick answer: keep the case in charge of the workflow
Salesforce Service Cloud should remain the system of record. Put the customer’s goal, expected result, observed result, timestamps, ownership, and next update in the case. Use a recording as evidence when the order of clicks, timing, or a transient state matters. Use a screenshot or pasted error text when one stable screen answers the question.
The Zight panel is the convenient case-level entry point. An agent can choose a useful item already in the Zight library or create a request for the customer’s screen. A pasted Zight link can still be useful, but pasting a link alone does not configure the Salesforce integration or guarantee that a customer response will create a case note.
Prerequisites before an agent works the first case
Use the administrator instructions on the Zight for Salesforce Service Cloud integration page and its linked setup guide. Do not improvise the installation from this workflow article.
This is a case-resolution workflow, not employee monitoring and not a replacement for Salesforce. Record only with the right permission and purpose. Ask for the smallest piece of evidence that can resolve the uncertainty.
- The supported Salesforce organization, package, permissions, and Lightning case component are configured by an administrator.
- Each agent has the Salesforce access and assigned permission needed for the panel, plus a linked Zight account.
- The team has decided who may request, view, forward, retain, and delete customer evidence.
- If automatic reply-back is required, Salesforce is connected inside Zight and Update Ticket for Video Reply is enabled.
- Agents have a manual internal-note fallback for cases where the automatic update does not appear.
The synthetic case: a report will not export
Fictional customer Northstar Field Services opens case CS-1047: “Quarterly report will not export.” The contact says the Export button does nothing. The case identifies the affected report as “Regional Service Summary,” the user role as Report Viewer, and the browser as the current managed browser approved by the customer. No real customer data appears in this example.
The first agent does not start by asking for the whole desktop. They ask what format the customer selected, what they expected to download, whether an error appeared, when the export last worked, and whether another report exports successfully. That text establishes the task even if the customer cannot record.
| What the customer can provide | Ask for | Why |
|---|---|---|
| Exact, stable error text | Paste the text and attach a cropped screenshot | The state matters; motion probably does not |
| The button changes, spins, or fails after several steps | A short selected-window recording | The sequence and timing may narrow the cause |
| The issue may depend on browser or network behavior | A recording, with Data Logs only if the workspace has enabled them and the case needs them | Visible behavior and optional diagnostics can be reviewed together |
| Recording is blocked or inaccessible | Written steps, timestamps, screenshots, or an approved live session | A video request should never become a barrier to support |
Step 1: send a request that sets a clear boundary
From the case panel, the agent creates a customer recording request. The request is specific enough that the customer knows where to start, what to show, and when to stop.
Example request: “Please open the Regional Service Summary using sample or non-sensitive report data, choose the export format you used, select Export once, and pause on the first unexpected result. Record only the report window. Close email, chat, and unrelated tabs first. Do not show passwords, payment details, private messages, or information that is not needed for this case. If recording is not possible, reply with the exact steps, time of the attempt, selected format, and a screenshot of the result. We will update case CS-1047 after review.”
Data Logs are optional. If the workspace administrator has enabled them and the technical question needs browser, console, or network evidence, say that the request will collect those diagnostics. Do not imply that every request collects logs. See when to use Request Video with Data Logs before adding them to a routine case.
Step 2: review the returned evidence before diagnosing
Open the response with the same access conditions the assigned reviewers will have. Confirm that it belongs to CS-1047, answers the requested question, and contains no unrelated information. Check who can open the link before forwarding it. A customer-facing link may follow workspace access rules, so never promise universal anonymous viewing.
Then write the visible facts into the case. In the synthetic recording, the customer opens Regional Service Summary, chooses CSV, selects Export, sees a spinner for roughly two seconds, and returns to the report without a download or error. A second synthetic report exports correctly in the same session.
That separation matters. A recording can establish what happened on screen. It cannot, by itself, prove the root cause.
- Observed fact: CSV export on one report returns to the report without a file or visible error.
- Observed fact: another report exports during the same session.
- Observed fact: the customer used the Report Viewer role.
- Hypothesis: the first report has an export-permission or configuration problem.
- Not yet known: whether the browser, report definition, role, or service caused the failure.
Step 3: make the case note useful without the video
Write a short evidence note so the next agent can understand the issue before opening the recording. Include the evidence link, who may access it, the capture date, the observed sequence, the unresolved question, and the next owner. Keep credentials, secrets, and unnecessary customer details out of the note.
For CS-1047, the note reads: “Customer reproduced the failure with synthetic report content. Regional Service Summary: CSV export spins briefly, then returns without a file or error. Another report exports successfully. Report Viewer role. Evidence link restricted to the assigned support and product teams. Next check: compare report-level export permission and definition against the working report. Support owns the customer update by 3:00 p.m.”
Step 4: check the automatic reply-back path
A customer response can add a note to the related case only when the Salesforce connection and video-reply update configuration are in place. The request also has to stay associated with the intended case and contact path. If the note does not appear, do not wait for automation before helping the customer. Add an internal case note manually with the response link and summary, then route the configuration issue to the integration owner.
| Symptom | Check | Owner |
|---|---|---|
| The customer submitted a video, but no case note appeared | Confirm Salesforce is connected in Zight and Update Ticket for Video Reply is enabled | Zight workspace or integration administrator |
| The response exists, but it is not tied to the expected case | Check that the request came from the intended case and that the contact email/path matches the case workflow | Salesforce administrator and case owner |
| The panel is missing or an agent cannot use it | Check component placement, agent permission assignment, Salesforce access, and the linked Zight account | Salesforce administrator |
| The evidence link opens for the agent but not the intended reviewer | Review the item’s audience and workspace access settings; do not broaden access by default | Evidence owner or workspace administrator |
Step 5: test one fix and record what changed
The support analyst compares the failing report with the working report in a synthetic environment. They find that the failing report definition is missing an export permission for the Report Viewer role. The authorized owner corrects the synthetic configuration through the normal change process, then repeats the same steps. The CSV downloads and opens with the expected synthetic rows.
The response to the customer should distinguish the tested result from the suspected cause. Example: “We updated the report’s export permission for the Report Viewer role and retested the same CSV path in our synthetic environment. The file downloaded and opened successfully. Please retry Regional Service Summary. If it still fails, reply with the time of the attempt and whether the Export button spins, shows an error, or downloads an empty file.”
Send a recording of the fix only when the customer benefits from seeing the sequence. A cropped screenshot may be better for one changed setting. For broader team practice, use the visual support workflow to define when agents request evidence, reply with video, or maintain a reusable guide.
Step 6: verify the customer’s result before closing
A successful internal test is not the same as a resolved customer case. Ask the customer to confirm the result in their environment. Give them a low-friction reply path: success, same symptom, or different symptom. If they cannot retry immediately, keep the case in the appropriate waiting state and record the next follow-up time.
Close CS-1047 only after the customer confirms the export works, the team documents the resolution, and any temporary evidence follows the approved retention rule. If the fix is stable and likely to recur, rebuild a clean example with synthetic data before turning it into documentation.
Escalate with a packet, not a bare recording link
The escalation should stand on its own if the video becomes unavailable. Searchable text, exact errors, and written reproduction steps make the case useful to people who cannot access or play the recording.
- Case ID, impact, current owner, receiving owner, and next customer update.
- Customer goal, expected result, and observed result in text.
- Minimal reproduction steps, environment, role, report or feature, and timestamp.
- Sanitized screenshot or recording link with audience and retention noted.
- Optional Data Logs or other diagnostics only when approved and relevant.
- Tests already run, one variable per test, with the result of each.
- Confirmed facts separated from hypotheses and recent changes.
- The single question or action required from the receiving team.
Frequently asked questions
Is the Service Cloud panel different from pasting a Zight link?
Yes. A pasted link shares an item. The configured panel lets an agent select Zight content or create a Request Video from the case workflow. Automatic reply-back still depends on the separate Salesforce connection and video-reply update setting.
Why did the customer response not create a case note?
Check the Salesforce connection in Zight, the Update Ticket for Video Reply setting, the originating case/request association, and the contact email path used by the workflow. Add a manual internal note so the case can move forward, then send the configuration problem to the integration owner.
What if the customer cannot or does not want to record?
Offer pasted error text, a cropped screenshot, written steps and timestamps, or an approved live session. Request the format the customer can supply. The evidence method should reduce friction, not become a condition for receiving support.
Which Zight plans include the Salesforce Service Cloud integration?
Salesforce Service Cloud is a premium integration. Current plan data lists it as an add-on for Create and Collaborate and included with Scale; it is not included with Share. Check current Zight plan eligibility before rollout.
Case-resolution checklist
- The case states the customer’s goal, expected result, and observed result.
- The team chose the smallest useful evidence and offered a non-video fallback.
- The request says what to show, what not to show, and when support will respond.
- Data Logs were used only if enabled and relevant.
- Reviewers checked evidence access and wrote the visible facts into the case.
- Automatic reply-back was verified or replaced with a manual internal note.
- The tested fix, owner, customer action, and confirmation criteria are recorded.
- Escalation and retention decisions remain in Salesforce Service Cloud.