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1answer
8 views

Show Past Cases on the Case Page Layout?

I'd like to show "Past Logged Cases" on the Case Console for Service Cloud. This would be Cases logged by the Case.Contact. Anyone have a simple idea how to do this, or are we talking ...
3
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0answers
10 views

sforce.console.refreshPrimaryTabById is not refreshing feed publisher

have developed a VF form and put it in a quick action & assigned it to case page layout. I am refreshing the current case tab by using console integration toolkit at submit button's oncomplete ...
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0answers
34 views

Test Class for Apex Trigger defined on User Service Presence object

I have created an apex trigger that is defined on User Service Presence object, but I have no idea how to get even one line of it covered for deployment. This trigger simply detects when an user ...
2
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1answer
62 views

How do I Call Methods in the Console Integration Toolkit from a Lightning Component?

The requirement I am working on is a little complex so I am going to break my question down into a few points for clarity sake. The application I am working on will run in the Salesforce Service ...
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0answers
16 views

OR logic in Live Agent - doFind

I would like to know if it is possible to use OR logic in Live Agent prechat doFind event. I'm aware that you can enter multiple criteria there, and they will be linked with AND logic together. I ...
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0answers
58 views

AgentWork before/after insert trigger is not executing

I have to set Case record's status to "Work In Progress" whenever it is routed to an available agent from a queue by Omni-Channel routing. For this purpose, I have created an after insert trigger ...
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1answer
24 views

Advice in adding Web Service functionality to Salesforce pages

I am hoping someone can advise... This is our plan/setup; We use "Service Cloud" to handle cases, we have record types to determine the right layouts for the case. This is expanding rapdily with ...
0
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1answer
18 views

Unable to find console layout options

I've got a Developer Edition and I'm trying to setup service cloud console and get some canvas apps running in it. According to the document here, I should be able to find the console layouts in the ...
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0answers
27 views

how to hide Omni-Channel widget on Service console after accept request?

This image showing Omni-Channel Wigdet. I just want to hide or minimize this after agent pressing accept in this widget.
2
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2answers
62 views

Tab Title shown as External Page in Console

I have created Visual force page on my custom object and add a custom button to it and when the user clicks on the custom button (opening VFP) the page is opened in New tab, but the Tab title is set ...
2
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0answers
35 views

URL Whitelisting in Salesforce Console

In the Salesforce console, we have an user action that will open the Email tab using the Email Url. For example: ...
2
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1answer
52 views

Service Cloud + Case Assignment + ListView Refresh = Trouble?

first of all: Yes I know, List Viewing user Id needs to be Case Owner Id in order for the standard service cloud refresh list to work. What I got to work is this: Setup Email 2 Case Support ...
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1answer
30 views

Fetch ID of the tabs in the Tab Dropdown Menu on Left Hand Side of the Service Cloud Console

I want to define a default tab that would open every time a user opens the service cloud console. I was thinking of fetching the tabId of the tab from the TAB Menu Navigation bar and then opening it ...
2
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1answer
34 views

How to Stop Email subject line from auto populating from case feed

I have created a case. In the feed window of case when i am trying to send a mail. email subject is auto populated with case subject. How to stop this ? Thanks Nirmallya Ghosh
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0answers
39 views

Hiding Live Agent widget in Service Console

I have created a custom console component to use for Live Agent, using the Salesforce Console Integration Toolkit Developer Guide. I have added it to my console. It is working fine. Now that I am ...
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0answers
22 views

How to Refresh the window completely using javascript from Console App ~ Publisher action in Salesforce?

I have been trying this from quite sometime now and not able to get around this problem. I already used window.top.location.href and set it as the URL. But this opens the page in a new console tab. ...
3
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1answer
66 views

Console method to get selected tab on VF page

I've custom console component(simple VF page) created for console app. I can grab the case id based on the tab selection but its not working for the very first time the page loads. When I select the ...
2
votes
2answers
97 views

Service Console: Record link on email templates causing error

I've noticed an issue that seems to be specific to the service console user interface. I have a VF email template on the case object. Included on this email template is a link to the case record, ...
1
vote
1answer
82 views

Override VF page in Service Console?

I have a VF page that overrides the standard pages for New/Edit/View actions on the Case object. However, I wanted to control when a VF page would display, vs when a standard page would display, ...
0
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1answer
40 views

Console Integration Toolkit: OnCallbegin() does not fire

I am following this guide: https://developer.salesforce.com/docs/atlas.en-us.api_console.meta/api_console/sforce_api_console_oncallbegin.htm I have added the sample script to a vf console component ...
3
votes
1answer
206 views

Case Send Email Quick Action

Is there a reason I am unable to see the default Send Email Quick Action on my Case Feed, or any custom Email Quick Action... I have email-to-case turned on and deliverability is set to All Emails. ...
0
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0answers
38 views

Live Chat Customization on Agent Side

I've checked the docs and I'm pretty sure there's no way to do this, but I'll ask in case someone has managed to do it. We are doing a Live Agent implementation, but our business users hate the UI ...
0
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1answer
17 views

How we can add milestone on case detail page in service cloud

I have created entitlement process and attached milestone after that I added in case page layout also but still not able to show in case detail page.
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0answers
46 views

Visualforce Tabs - open external site in new window

My question is continuation of what i have asked here When I click the timesheet(web tab) and it does open the page but in the same window, what I want to do is to when the user clicks on the ...
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0answers
17 views

Adding Web Tab in Console app

Is there a way you can open the custom tab which I have added in the console app in a new window? currently its opening in the same window but I'm looking a way to open is that possible? I'm aware ...
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0answers
36 views

Report Charts on Service Console Layout

I'm currently trying to add a report chart on the side bar of the account service console layout, but it is not appearing in the service console when I try going to the account record. The weird thing ...
1
vote
1answer
25 views

How to minimize execution time while executing a test class with bulk(200) insert and update

Test class execution taking too much time - How to minimize execution time while executing a test class with bulk(200) insert and update in salesforce?
1
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1answer
138 views

How to open a Visualforce page using formula (Hyperlink) field dynamically from console or standard SF

I have a visualforce page. I need to open that page in Service Cloud Console sub-tab when user is within Service Cloud Console with some required parameters and if user is not within console then the ...
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0answers
59 views

Automatically associate chat transcript to case and account

We're using the service cloud console and live agent chat. We have chosen not to automatically create a new case for every inbound chat request (So Deployment API and pre-chat API are probably not in ...
2
votes
1answer
66 views

Servicecloud Console, how to auto close subtabs on focus lost?

I may be overlooking something, but when I browse down a listview in Console, I don't want all the subtabs to remain openend up. Is there a setting or another way to auto close subtabs when focus on ...
0
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1answer
73 views

How to remove Open CTI VF softphone page from salesforce left side

Open CTI Softphone VF page is showing in salesforce left side. How to remove this ? Screenshot attached
0
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1answer
42 views

Enable Knowledge and milestone in cases service console

I am using a service console in the development org. When I create a new case, knowledge and milestone is not displayed in the right side of the screen. I have already checked the checkbox in the ...
0
votes
1answer
48 views

oncomplete function is not working [duplicate]

I am refreshing the primary tab after clicking on the update button.i am using the oncomplete function. on the command button oncomplete action is not working. i have tried in the following way: ...
5
votes
1answer
75 views

Service Cloud - Free developer edition - Where do I find?

EDIT: I just start working with trailhead but could not able to bring the service console/dashboard to follow the steps. As shown below I have enabled/activate the service cloud in my profile. B ...
1
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1answer
61 views

Case Articles Tool in the Sidebar of Case Feed Page Layout

I have created a visualforce page (code given below) to show articles related to Case and keyword search for articles. This component is displayed as a sidebar in the case feed page layout. The ...
3
votes
1answer
65 views

Unit Testing a SOQL Method

I need some basic Unit Test writing assistance. My method just runs a SOQL query to filter a contact list for service cloud. What's the best way to test it? Here is the class: public class ...
1
vote
1answer
108 views

How to Open Up a Contact in Console view directly?

I am trying to build a link in an external, which when clicked, would open up a contact detail view in the Console Layout. This URL need to be dynamically generated based on phone number - nothing ...
0
votes
1answer
146 views

Service Cloud Console sidebars issue - overridden “New” standard page with custom VF page

Quick example to reproduce issue: Create custom object Address__c with lookup to Account. Add Address__c as a related list to Account standard layout. Go to Address__c page layout, click edit, click ...
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0answers
111 views

visualforce tab not showing in navigation tab in service cloud console

i recently migrated an app from sandbox to prod. this is a service cloud console app. It has a visualforce tab which is working fine in sandbox. Tab got migrated in prod. I can see preview of ...
1
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2answers
305 views

Refresh the whole service console from visualforce page

I want to refresh the entire service console on clicking of the save button on the visual force page. The button is an inline visual force page. Any ideas? <apex:includeScript ...
0
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1answer
19 views

Migrating applications and services to Salesforce

I am a project manager at an education institute having 20,000 students (and growing)! We are currently heavily invested in compute and storage resources as we have purchased and maintained them ...
1
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1answer
41 views

Is there a unique session ID for a primary tab in Service Console?

I am trying to implement an account verification module and there are requirements to not verify a customer when they are reopened under the same primary tab (and they have already been verified). I ...
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0answers
99 views

Custom, dynamic highlight panel

I am attempting to create a custom highlight panel. What I ultimately need to do is on the focus of a subtab, I need an event to fire and send information to the highlight panel. The highlight panel ...
1
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0answers
58 views

Service Console - Expendable/retractable list view of ALL emails of a contact, accessible from a case

Our support agents need an expendable/retractable list view of ALL emails from/to a contact, accessible easily from a case in the Service Console. In a case, we can click on "All Emails", and we get ...
0
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0answers
37 views

How to set 2 target attributes when creating a Javascript link for the console

I am attempting to create a Hyperlink on a formula field that will use the _self Target attribute when being clicked in the Console and the _top target attribute when in classic UI. Can this be done ...
0
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0answers
81 views

apex:emailPublisher to include email templates and attachments

I am trying to do some customization to the case feed so that I can default the email template based on a field on the case, and also attach any attachments from the case to the email. I have found ...
1
vote
1answer
224 views

Email to Case setup using Microsoft exchange and office 365

Can anyone please guide me or provide some links that helps to setup an email to case. I know how to configure email to case and working perfectly using gmail. I have installed email to case agent ...
0
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0answers
74 views

Omni Channel, Service Cloud behaviour

I'm facing some unexpected behaviour with omni channel. When an agent sends an email or replies(using email related list) from the open case, the case marked as closed and capacity released by 1 in ...
0
votes
1answer
216 views

Case Publisher Action “Send Email” not populating “To:” Field

I'm using a Service Console with cases. I have a Case Action (Quick Action) for sending an email. There is even a Predefined Field Value to set the case.customerID to the To: Address, but that doesn't ...
2
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0answers
60 views

Expand Community action in the case feed

I have a question regarding the case feed in the console. In a few weeks we will launch our customer community. For that we would like to provide some quick text templates for our engineers to use. ...