MEDIA MANAGER FOR SERVICE CLOUD

Every Case File. Clear, Organized, and Right Where Agents Need It.

View, compare, edit, and manage every service file across records, formats, and devices without leaving Service Cloud.

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Media manager in action
Media manager in action

What is Service Cloud?

Salesforce Service Cloud manages cases, SLAs, and customer interactions across channels. But real resolution depends on files - screenshots, logs, manuals, and emails that are hard to access and use during live troubleshooting. Media Manager transforms this by making files instantly viewable, editable, and connected within the agent workspace.
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Challenges in Service Cloud

File-heavy service processes can become slower when teams cannot easily access, review, and act on the right documents.
Case Files Across Records
Agents move between Cases, Accounts, and Contacts to gather files, slowing down understanding during active troubleshooting.
Attachments Buried In Emails
Customer files stay inside email threads instead of being readily available in the case workspace.
No Easy File Comparison
Agents cannot quickly compare multiple screenshots or logs while diagnosing issues.
Unstructured Case Documents
Diagnostics, manuals, and uploads mix together, making it harder to identify what matters forthe issue.
File Downloads Disrupt Flow
Unsupported formats force agents to download files, breaking the troubleshooting workflow.
Limited Field Access To Files
Technicians struggle to access or upload files during site visits, delaying updates and resolution.

How Media Manager helps Service Cloud Users

Media Manager brings structure to service files inside Salesforce, so teams can access the right documents at the right moment in the workflow.
Case Evidence
Custom Folders
Multiple Previews
Version History
Visual Edits
File Actions

Put customer proof where service teams need it.

Bring screenshots, logs, manuals, uploads, and related files into the case workspace across desktop, mobile, and Experience Cloud, so teams can troubleshoot without opening multiple records.

  • View Case, Account, and Contact files together
  • Use File Tree for structured case navigation
  • Reduce file hunting with File Browser

Structure files around the support journey.

Use File Tree, custom folders, grouping, search, sorting, and filters to organize files by issue type, troubleshooting stage, or related record.

  • Create custom folders for diagnostics, approvals, or fixes
  • Group files by case, asset, contact, or issue type
  • Locate supporting documents with search and filters

Inspect issue files without breaking resolution flow.

Preview screenshots, PDFs, logs, videos, audio clips, and HEIC images inside Salesforce so teams can review evidence while working the case.

  • Open customer evidence inside the case workspace
  • Preview screenshots, logs, manuals, and HEIC files
  • Use list, tile, or slider views based on file type

Keep uploads, emails, and versions traceable.

Capture customer email attachments, manage updated files, and maintain version history so service teams work with accurate case documentation.

  • Capture Email-to-Case attachments
  • Upload new versions of case files
  • Track file changes with version history

Clean up customer visuals before the next step.

Edit screenshots, photos, or field images directly inside Salesforce so support teams can inspect, correct, and save visual evidence without external tools.

  • Crop, rotate, compress, and zoom images
  • Save corrected images back to the case record
  • Support clearer documentation for follow-ups

Move case work forward from files

Use bulk handling and run row or list actions to manage files faster and connect them with Salesforce Flow, Lightning Web Components, and Lightning Components.

  • Upload or download multiple files
  • Launch LWC or Lightning Component actions
  • Run file-level actions for one or many records

Results with Media Manager

AGrid delivers measurable results for Sales Cloud users:

3x
Faster issue resolution
65%
Reduction in case handling time
80%
Fewer manual file handling steps
94%
Complete, audit-ready case documentation

What You Can Do with User 360

Experience the power of customizable grids in Salesforce.
1. Request Chaining
Launch complex, multi-step actions like offboarding +license removal + notifications—automatically sequenced.
2. Action-Driven Grids
View grandchild, sibling, and related objects—all in one grid—without lookups, schema changes, or development code.
3. Conditional Rendering
View grandchild, sibling, and related objects—all in one grid—without lookups, schema changes, or development code.
4. Saved Views for Every User
View grandchild, sibling, and related objects—all in one grid—without lookups, schema changes, or development code.
5. Seamless Migration
View grandchild, sibling, and related objects—all in one grid—without lookups, schema changes, or development code.
what our customers say

We've been using Media Manager for a couple of months now and it has been excellent for our use case. The User experience with seeing File Previews on Cases and pulling related Files in one view has made our Users much more efficient.

Jake Gharib
Winnebagoind

We were looking for an easy to use, affordable solution to view files in Salesforce. Media Manager does just that. Quickly resize, rotate and zoom files, easy browsing, and configuration is easy.

Bart Lont
Oranje Fonds

This app enables you to truly manage your files and attachments, limit actions, and control visibility. Great team to work with who met all our requirements. It beats the standard Salesforce offering and is codeless to set up.

Merly Thomas
SMA Technologies
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what our customers say

AGRID is a fantastic tool that has completely transformed the way we manage and review our records in Salesforce. The visual clarity it provides is outstanding.

Sam  Rosenberg
Reside NY

AGrid is a great work facilitator and a big time saver with inline edit of related lists. The tool is very easy to use, no coding necessary, and the team is quick to respond.

Sam  Rosenberg
Reside NY

Their support and product have been outstanding. They quickly respond and assist, often setting up meetings to solve issues. Highly recommend for day-to-day use.

Sam  Rosenberg
Reside NY

Agrid components are intuitive, highly-customizable, and load quickly. We love the ability to see a child record's related list from the parent page—great for adoption.

Sam  Rosenberg
Reside NY

Super easy to set up with filtering views based on logged in user, launching Flow buttons, and placing components on utility bar. Far more affordable than others.

Tom Connolly
Centuri Group

A total game-changer! Users can line-edit records, filter and save filters, run actions on selected rows, and see calculated values for each column.

Luison Lassala
Bedrock Success

Fastest load times and most responsive support. Integration with flows is a huge advantage. A superlative solution that exceeded expectations.

Michael Boyens
Streamline Edge

Fantastic experience with zero coding needed. Column selection, search, filter, sorting, and lazy loading work seamlessly with an intuitive UI built on Lightning.

Mahendran Sundarraj
Comcast Cable Communications
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Resources & Support

Find everythink you need to setup, manager, and troubleshoot Agrid with a line to quick support when needed
User Manual
Open a Support Ticket

Got other Questions in mind?

We’re here to help. Reach out to schedule an introductory call with one of our team members and learn more about how Softsquare can benefit your organization.
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What is the difference between Create from Scratch Import, Salesforce List View and Import Salesforce Related List?
Option
Create from Scratch
Import Salesforce List View
Import Salesforce Related List
Description
Start fresh and manually define every element of the configuration.
Automatically pulls fields and filters from an existing Salesforce List View for faster setup.
Imports columns from a related Salesforce object, based on parent-child relationships.
Customization
Full control over columns, filters, actions, and layout.
Customization allowed after importing fields and filters.
Modify and adjust imported columns and details as needed.
Why does my AGrid show "No columns to display"?
This occurs if you forget to add at least one column while creating the configuration. Fix: Always click "Add Column" after filling in the Configuration Details to ensure columns are added.
Can AGrid admin select fields from related parent objects for display in the list view?
Yes, AGrid admin can select fields from the primary object or related parent objects for display in the list view. Currently, AGrid supports up to 5 parent object levels.
What is Inline Edit Support for Parent level?
Inline Edit Support for Parent level refers to the ability for users to edit fields on the first level parent record of a related object directly from the AGrid List View. For example, if a user has a Configuration for Contacts, they can edit fields on the parent Account record directly from the AGrid List View. This feature can save time and improve efficiency for users who need to make quick updates to related records without having to navigate to the parent record's detail page.
Can users reset a grid to its original setup?
Yes! The Enable Quick Reset option allows users to reset changes (grouping, sorting, kanban, column width, text wrap, etc.) and revert to the base configuration.
What types of fields support column filtering in AGrid?
Supported fields include: Text, Picklist, Multi select picklist, Reference (lookup), Number, Date/Datetime, (Some fields like Rich Text, Text Area are not supported for direct column filtering.)
Can I build related lists for objects without direct relationships in AGrid?
Yes, AGrid's Intelligent List feature enables you to build related lists for objects without direct relationships, visualize complex relationships with sibling records, sibling objects, grandchild objects, and unrelated objects.
How do I pass values to Custom Actions in AGrid?
You can pass values to Custom Actions in AGrid using the Value field or the Global Variable field. In the Global Variable field, you can select a value based on the current AGrid List View or the context of the selected object in the configuration.
Frequently Asked Questions
Does Media Manager help with Salesforce Case file management from multiple sources?
Option
Create from Scratch
Import Salesforce List View
Import Salesforce Related List
Description
Start fresh and manually define every element of the configuration.
Automatically pulls fields and filters from an existing Salesforce List View for faster setup.
Imports columns from a related Salesforce object, based on parent-child relationships.
Customization
Full control over columns, filters, actions, and layout.
Customization allowed after importing fields and filters.
Modify and adjust imported columns and details as needed.
Does Media Manager help with Salesforce Case file management from multiple sources?
Yes — it consolidates files from Email-to-Case, portals, technicians, and internal teams into a single view.
Can agents view past case files easily?
Yes. File Tree shows all files from Account → Contact → Case in one place.
Does it work with Email-to-Case?
Absolutely. Media Manager auto-captures attachments from customer emails.
Can technicians upload photos from mobile?
Yes — Media Manager is fully mobile-responsive with HEIC support.
Does it help with audits and compliance checks?
Yes. Version History, metadata, and bulk export provide a complete documentation record.

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Get Started with Media Manager Today

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