Salesforce launches Snap-ins to bring app experiences to Service Cloud on web, mobile

Salesforce launched an effort called Snap-ins, a new way to add capabilities for its Service Cloud such as two-way video chat and tap-to-call.

The bit is that companies can deploy contextual services to service channels such as mobile and the Internet of things. The key addition is that Salesforce's SOS Snap-in has two-way video chat so agents can resolve incidents.

Capabilities include Cases, Knowledge, Live Chat, SOS and Tap-to-Call for mobile and Web apps.

Combined with Google's move to combine Android apps and the mobile web via Instant Apps, the big theme is that there's a movement to bring more of an app experience into other channels.

Eric Bensley, director of product marketing at Salesforce, said Snap-ins allow customers to add more touch points to the Service Cloud. "The idea is that customers wanted to add these experiences beyond apps," he said.

Here's a look at two screenshots from a demo.

The primary points:

• Snap-ins will provide one software developer kit for mobile and web. There used to be multiple SDKs for mobile and web. Service Cloud will enable Cases, Chat, Knowledge and SOS on mobile and web.
• SDKs for iOS and Android will be unified for Snap-ins.
• There will be integrated support in Web apps.
• SOS will have two-way video for mobile and Web Snap-ins. Salesforce SOS launched for apps in 2014 and expanded to Service for Apps last year.