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22 views

Move closed cases from lead to contact [closed]

We have a Lead custom lookup field on Case Object. I know once the cases are closed we can't edit/update them unless we reopen them. What's happening right now in our service cloud production ...
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1answer
8 views

Fetching Case history into agent console in service cloud live agent

I am learning service cloud live agent. When a customer chats with an agent, if the customer's case is already added, then the agent is able to view the case history in service cloud console. How is ...
0
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0answers
26 views

Salesforce Social Customer Service: “reply” link in Social Post is not working

I have enabled Social Customer Service and installed starter pack. I created one facebook page and added that page in SOCIAL ACCOUNTS under social customer service settings. When a user posts ...
1
vote
2answers
39 views

Salesforce Email Quick action not shown in Case Feed View

I want to add Email Quick Action in publisher view before Question(As displayed in below image). When i edit layout and trying to add Email Quick Action in Salesforce Classic Publisher, Email quick ...
0
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1answer
20 views

Console, how to hide the “New Tab” button

Is it possible to remove/hide the "New Tab" button within the Salesforce Console as below:
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1answer
13 views

Service Cloud Fundamental

Like we have RecruitingApp in Platform Fundamental, i was wondering do we have any same help book for service cloud and console application learning. please advice as i am looking for such book ...
0
votes
1answer
21 views

Email notification on customer response to case comment

I want to send an email to the Case Owner if a Customer responds to a case comment via email. Is there any out of the box setting? Or do I need to write a trigger?
3
votes
1answer
60 views

Automating Salesforce Console - Selenium ?

I'm just trying to figure out if anyone has successfully completed this. From what I'm seeing id's are randomly generated and not static for each test run. Causing issues identifying iframes on the ...
0
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0answers
22 views

routing in omnichannel

I've setup a Omni channel with all routing configuration. For one of the user, I have assigned the Capacity = 2 with unit of capacity =1. That means my user is available to receive 2 work items if he ...
0
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1answer
35 views

Service Console Setup

I'm setting up the service console in a second instance of Salesforce and I think there's something off in the configuration because the middle feed section doesn't look as expected. The feed part ...
2
votes
1answer
29 views

Refused to set unsafe header when running javascript in Service Cloud

I'm trying to create a button which will: 1) change case status to resolved 2) reload primary tab in service console or refresh a page in classical UI BUT I'm getting an error Refused to set unsafe ...
1
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0answers
43 views

Service Cloud console action JavaScript security error

We developed a very simple visualforce page with JavaScript to be used as an action in the service cloud console for the case object. Here is the page: <apex:page standardController="Case" > &...
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0answers
11 views

Counting the number of times a Macro runs on a particular record

The requirement is to find out how many times the Macros on the Service console, are run on a case. For this I tried to look into the Macro related tables and found the following- Macro MacroHistory ...
1
vote
1answer
35 views

Initiate service cloud (console) macro using workflow/APEX

I'm trying to find a way to initiate service cloud (console) macro using workflow/process builder/APEX. The only documentation remotly related to macros and code i found is metadata related and not on ...
1
vote
1answer
17 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 VF/Lightning?...
0
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0answers
29 views

Avaya Communicator web is not working

We use Avaya communicator web to run our call center. When I open Avaya web extension (Google chrome) and click on login through Salesforce credential and login. I got an error message: “License ...
0
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0answers
66 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 ...
0
votes
1answer
29 views

Service Cloud User and Feature License

Can someone explain the use case behind using a "Sales Cloud License" plus a "Feature License" by ticking the "Service Cloud User" under the user account VS simply buying a "Service Cloud License"? ...
1
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0answers
51 views

Autopopulate CC Field in Case Email Feed Action Based On Earlier Email's Recipients

My users often receive emails (via Email-To-Case) which have additional recipients CC'd on them. But when the user responds to the email, from the standard (not custom) Case Feed Email Action, the CC ...
0
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0answers
30 views

Org-wide email address not shown correctly in email received by customer

We have an org-wide email address set up that's being used in outgoing email communication on cases in Service Cloud. For some reason, one of our customers is seeing a salesforce email address instead ...
0
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1answer
49 views

trigger a data extension with REST API

we are using a REST API to try to trigger an email. We setted up everything as wrote inside the Exact Target documentation and we get the data inside the data extension but we cannot see any trigger ...
0
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0answers
108 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 ...
0
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0answers
48 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.
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0answers
21 views

audio file transcription

I am looking for a solution (salesforce app or cloud service) that i can call from my salesforce instance to have auto files (mp3) transcribed to a text file. I obtain audio recording from my ...
3
votes
1answer
69 views

Subject line Chinese Character issue in Salesforce

Thanks in advance, I am sending an email from IBM Notes to Salesforce queue(Ex:test@test.com) with Subject line Chinese Character and the body content also Chinese character only. But after creating ...
1
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0answers
47 views

Private Case Comments in Salesforce Lightning Service Cloud

It appears that case comments are deprecated in the Lighting version of Service Cloud Cases, in favor of using a chatter feed. As far as I can tell, if a user has access to a case, they have access to ...
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0answers
18 views

Acess the listview of object for example cases list view in the Service cloud console

Is it possible to access the listview of object for example cases list view in the Service cloud console ? Any component or any such script can do it ? I need to acheive this :  The pop-up warning to ...
1
vote
1answer
37 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 ...
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0answers
33 views

Two users accepting ownership of a single case at the same time

We recently implemented an open sharing model for cases, in which their is a sharing rule to allow all internal users read/write access. Additionally, users with a "Support" profile have "Transfer ...
0
votes
1answer
39 views

Enabling social customer service in Developer Edition

I am trying to evaluate Social Customer Service and wanted some hands on. I have created a new Developer Edition account today and from this link I can head straight into the Social Media section: ...
1
vote
0answers
30 views

How does Omni-channel feature manage agents that change roles over time to address demand?

The Omni-channel feature looks great initially, but am I correct in assuming it needs the agents to all have a very static, defined set of skills and queues to manage? For example, assume I have 20 ...
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0answers
35 views

Attach Files not shown in Create Case Form in Community

I am working on the Create Case Form in a community in order to allow people to submit cases from the community. In the community builder, when working on the Create Case Form, there is a checkbox ...
0
votes
1answer
45 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 ...
2
votes
1answer
39 views

Not able to select year of birth in standard page layout not in visual force page

Not able to select year of birth in standard page layout. Calendar years don't go back before the following year year -
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vote
1answer
72 views

Uses for Work Orders [closed]

I'm excited by Work Orders, but only if they add improved reporting or trackability. I would love to see something like Taskray's or Jira's boards on WorkOrders, and to be able to report on our speed ...
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?
0
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1answer
88 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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0answers
61 views

Omni Channel Queue Limit

Omni-Channel's service channel is set for the Case object in my org. After reaching Omni-channel's Current Pending Service Routings default queue limit 1000, the Case creation fails. So how to ...
2
votes
0answers
66 views

Trigger event on Live Agent accept chat

I want to auto-assign a case to a user if the user accepts a live agent chat that has the case details attached to it in the pre-chat form, and the case isn't already assigned to an individual. I'm ...
0
votes
0answers
25 views

Report to show percentage of total records which is in bucket Visualize in Gauge

I want to show percentage of surveys which has a score with 3 or above in a Dashboard - more specifically i want to show it in Gauge - is that possible? I have bucketed the 3-4 scores and it show the ...
2
votes
0answers
26 views

Live Agent, Correct syntax to create Account from the prechat form?

I tried to create the account whenever the visitor submits the Prechat form. My guess is that I am not using the correct syntax.I want to populate multiple fields and show the account to the agent ...
2
votes
2answers
151 views

Cases relationship in salesforce?

Cases in salesforce are customer’s question or feedback on the service they are providing. Eg. if a company sell a product A. Then A will be added to opportunitylineItem. When we have a problem with ...
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vote
0answers
32 views

How to know whom has started/completed a milestone in cases?

In our case solution a case can vary on terms of ownership and then comes our need to get the name of the agent that achieved/violated each milestone within the case. We expected to get this ...
2
votes
0answers
70 views

Live agent dismisslabel usage

I want to use a URL which redirect customer when support agent was not available on chat. I have used dimiss label to close the chat. Is there any way to redirect customer through URL or can we ...
5
votes
1answer
88 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
vote
1answer
71 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 ...
1
vote
1answer
55 views

See anything wrong with this OnClick Javascript button?

I created a new object to store reasons for a case to be deleted. My JS is returning an error: "Cannot read property 'Id' of undefined" AND "Id not specified in an update call" I was wondering ...
1
vote
1answer
156 views

How can an Omni-Channel Notification be invoked when Case Re-Opened (but not re-assigned)

When a previously closed case is re-opened, we would like the case to get pushed to the existing case owner in the same way a new case does. They key here is getting a notification through Omni-...
1
vote
0answers
173 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 ...
0
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0answers
13 views

Change default language for knowledge sidebar

Is it possible to change the default language for the knowledge sidebar. The widget is showing articles based on another language than what my primary language is. I know I can change it through ...