Find answers to common questions about ScreenMeet's platform-native remote support solutions for ServiceNow, Salesforce, and Tanium. From pricing and deployment to security and integrations, we've compiled the most frequently asked questions from IT leaders and platform administrators.
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What’s the difference between Remote Support, CoBrowse, and Live?
Remote Support is when the support agent takes over the end user’s computer. This is usually done by IT to support internal employees and also by Contact Center Agents for Hardware and Software products. Live allows you to call, video chat, and screenshare over the web with your customers or employees for enhanced sales, service, and support experiences. Cobrowse allows your agents to interact with a specific web page on your web site that the customer is browsing. Agents can assist with filling out forms, annotate or locating items on that web page. Note, the agent does not take over the customer’s computer — they can only interact with the web page on display.
What do we mean by Platform-Native?
Platform-native refers to our native integration with supported CRM and ITSM platform providers including ServiceNow, Tanium and Salesforce. ScreenMeet looks and feels like the platform it's installed in and leverages that platforms authentication, session creation and data security models. With ScreenMeet, there is no additional technical overhead to manage. Everything runs native to your operational platforms.
How is ScreenMeet implemented in my CRM/ITSM
ScreenMeet is available via the store (see links below) and is installed as a managed application. Installation can be performed and managed easily by an administrator of the platform.
Is ScreenMeet a stand-alone application or are there integrations with other platforms?
ScreenMeet is offered as a stand-alone application. However, when used with our platform integrations like Salesforce, ServiceNow, and Tanium, it provides more robust experience. ScreenMeet also offers a Javascript SDK for development into other platforms.
Is ScreenMeet truly integrated with platforms, or is it just a button that launches a separate ScreenMeet application?
ScreenMeet is a truly integrated product which runs native to your platforms. Learn more about our ServiceNow, Saleforce, and Tanium platform integrations.
Is your product cloud based or behind the firewall?
ScreenMeet is a cloud-based platform that works entirely within your ServiceNow interface without requiring any agent software installation. Our web-based architecture eliminates the maintenance overhead of legacy tools while providing enterprise-grade security with SOC2 and ISO27001 certifications.
For global enterprises, we offer geo-fencing capabilities to control where sessions are processed and data is stored, ensuring compliance with regional regulations. Customers can use a lightweight client that downloads when needed or can be pre-deployed on managed devices.
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Where will my data be stored?
All relevant data is written to the CRM/ITSM platform. Also, any files that are transferred or recordings that are made can be written to the CRM/ITSM platform’s cloud storage, your AWS S3 Bucket or Azure Blob Container. Since ScreenMeet only offers cloud recording, all sensitive data is stored according to corporate policies. You can learn more in our security documentation.
How can I be sure ScreenMeet is secure?
All data throughout operation of a ScreenMeet session is SSL encrypted using TLS 1.2 transport security with AES-256-bit encryption. All sensitive data at rest is encrypted with AES-256-bit encryption. In addition, ScreenMeet is SOC 2 Type 2 certified and ISO 27001 certified. Read more in our Architecture and Security data sheet.
Where are your data centers?
ScreenMeet is hosted in multiple AWS data centers around the world in North America, Europe, Asia, India, and Australia.
Get more security information in our Security Documentation, our ScreenMeet versus Meeting Tools Executive Summary, and our Architecture and Security data sheet.
Why isn't ScreenMeet Peer to Peer?
ScreenMeet uses a secure cloud-relay architecture instead of peer-to-peer connections to protect both agents and customers. Peer-to-peer connections expose IP addresses and create direct network pathways between devices, which introduces security vulnerabilities and potential attack vectors.
A cloud-relay approach ensures that agent IP addresses remain protected. This architecture also enables our platform-native integration with ServiceNow, automatic session documentation, and enterprise-grade security controls that wouldn't be possible with direct peer-to-peer connections.
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What support does ScreenMeet offer?
ScreenMeet provides 24x7 global support to all customers, including technical assistance, implementation guidance, and ongoing platform optimization. Our support team understands ServiceNow environments and can help with integration setup, troubleshooting, and best practices to maximize your remote support efficiency.
How do I submit support issues?
You can submit support tickets directly through our customer portal for fastest response times. Current customers also have access to phone support and can escalate urgent issues through their dedicated customer success manager. All support requests are tracked with full visibility into resolution status and timelines.
What's the demo like?
Is the free 14-day trial really free?
Yes! ScreenMeet offers a completely free 14-day trial with no credit card required and no commitments. During your trial, our team will work with you to complete any technical and InfoSec reviews needed for your organization, ensuring a smooth evaluation process and faster deployment if you decide to move forward.
How do I get an evaluation or free trial of ScreenMeet?
You can start your free 14-day trial directly through your platform's marketplace or app store. Choose the option that matches your primary integration:
Don't see your platform listed? Contact us directly and we'll set up a custom trial for your environment.
Where can I view instructions for setting up the free trial integration?
Complete setup instructions are available in our documentation portal, organized by platform. Each guide includes step-by-step installation instructions, configuration screenshots, and troubleshooting tips to get you up and running quickly.
Our support team is also available during your trial to assist with any setup questions or technical requirements.
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