> For the complete documentation index, see [llms.txt](https://docs.birdie.so/birdie-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.birdie.so/birdie-docs/helpdesk/salesforce-service-cloud/flows/agent-initiated-requests-cases.md).

# Agent-Initiated Requests (Cases)

{% hint style="info" %}
If you need tailored guidance for your Salesforce configuration, [contact our team](mailto:support@birdie.so).
{% endhint %}

{% hint style="warning" %}
Before using Human Requests, make sure Birdie is [properly installed in Salesforce.](/birdie-docs/helpdesk/salesforce-service-cloud/installation.md)
{% endhint %}

### How It Works

With Human Requests, your agents can easily ask customers to record their screen when more context is needed.

1. From a Case in Salesforce, click on **Request a recording** from the Birdie component.
2. Copy the generated link and paste it into your message to the customer.
3. The customer records their screen using Birdie — no download required.
4. Once completed, the recording is automatically posted back into the Case.\
   \
   [Depending on your integration settings](https://docs.birdie.so/birdie-docs/helpdesk/salesforce-service-cloud/installation#step-4-choose-how-recordings-appear-in-cases) in Birdie, recordings can appear as:\
   \- A private note\
   \- A public note\
   \- Or a new email 

<figure><img src="/files/m3m46xrMydmsi9fkGp3c" alt=""><figcaption></figcaption></figure>

<details>

<summary>Proven Wording Template</summary>

How you frame a screen recording request matters. Use this proven template for the best results:

*<mark style="color:green;">We recommend taking a screen recording to help us see the issue from your perspective, enabling a quicker and more accurate answer:</mark>*&#x20;

*<mark style="color:green;">**Click here to record your screen**</mark>*

*<mark style="color:green;">Pro tip: For best results, enable audio and talk us through the steps leading to your issue while recording</mark>*

</details>

<details>

<summary>What if the video URL doesn’t appear in your Salesforce Case Feed?</summary>

If Birdie successfully processes a customer’s screen recording but the video URL isn’t automatically posted in the Salesforce Case Feed, it’s usually because **Case Feed Actions and Feed Items are not enabled** in your Salesforce Support Settings.

#### **How to fix it**

1. Go to **Setup** in Salesforce.
2. Search for **Support Settings** in the left sidebar.
3. Scroll down to find **Enable Case Feed Actions and Feed Items**.
4. Make sure this option is **checked**.
5. Save your changes.

<figure><img src="/files/IamRjWVCZqUhPEzsnpBy" alt=""><figcaption></figcaption></figure>

</details>


---

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