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7 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 ...
1
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0answers
13 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
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0answers
15 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
16 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
78 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 ...
1
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0answers
16 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
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0answers
41 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
48 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
24 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
49 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 ...
0
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0answers
28 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 ...
1
vote
0answers
44 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 ...
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0answers
10 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 ...
0
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0answers
15 views

Auto forward emails that are received to case to a outlook email id

I have a scenario where i need to auto forward the emails related to a case to a outlook email . For Example: For Case #00001 I have a received email and i need to send those emails to ...
0
votes
1answer
35 views

Validation rule or lookup filter - Incoming Case (On-Demand-Email-to-Case)

I'm using On-Demand email to case. For automatic case creation from incoming email on several email adresses. I have extended functionality to enable automatic creation of contacts based on other ...
0
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0answers
15 views

ServiceCloud close case and Browser Tab

We are setting up a Salesforce environment which is integrated with a phone system. Each time the agent picks up the phone, a browser tab is automatically opened where the case can be created. The ...
0
votes
1answer
81 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
votes
1answer
18 views

When will Salesforce SOS will be available for EU based Clusters?

As subject says - When will this feature be available for the EU based Salesforce instances. http://www.salesforce.com/service-cloud/features/sos/
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0answers
37 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 ...
2
votes
1answer
44 views

How to modify Row Height in Serviice Cloud Console view

I'm using ServiceCloud - Which recently (Winter16) had a major overhaul in terms of GUI. After the winter 16 GUI Update, the Service Cloud Case Console view, showing case records takes up much more ...
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0answers
15 views

Identity Connect can't locate profile from Salesforce

I have identity connect installed and it works fine. Now I want to add a mapping: (From AD to Profile) In Salesforce I have created: Profiles: Floor Manager - Force.com - App Subscription license ...
1
vote
1answer
41 views

Differences between Email-to-Case and On-Demand Email-to-Case

I looked up some Salesforce documentation, and I am still a little confused on the differences between Email-to-Case and On-Demand Email-to-Case, as well as when should I implement one or the other. ...
0
votes
1answer
16 views

Is there an app for enabling “external to Salesforce” users to book ressources in Salesforce

I need an app or custom configuration to be able to book resources from an site outside of salesforce. Resources in terms of events, like a tour of the city etc. Which will be recurring several times ...
0
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0answers
32 views

Omnichannel - Push Case on Reopen

I have been looking at Omnichannel and there is one thing I can't figure out - can it push a reopened Case back to the Case Owner/Agent? So for example the Agent gets the new Case pushed to them via ...
0
votes
1answer
29 views

Live Agent Deployment: why does Salesforce recommend a particular place for the generated code?

The documentation on Live Agent Deployment states: "Copy the [generated] deployment code and paste it on each Web page where you want to deploy Live Agent. For best performance, paste the code right ...
1
vote
1answer
97 views

Migrating from existing legacy Knowledge base to Salesforce Knowledge base

Our organisation has decided to move from legacy knowledge base system to Salesforce Knowledge base. We have huge KB and bunch of files (doc, pdf). One of the solution is to move from existing KB ...
0
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1answer
79 views

a quick question to service cloud experts

What is the best way to access the large number of records stored in an external billing system from the salesforce console? A logical approach will be to create a custom tab type URL that displays a ...
1
vote
1answer
184 views

Report/Query to find all “Service Cloud User” in the system

We currently have Service Cloud User license. How can I run a report/query (whatever it is) to find all the users with Service Cloud User permission? This field doesn't seem to be available. It's ...
0
votes
1answer
32 views

How Solutions can be emailed directly to case contacts?

I want to send solutions with attachments directly to case contacts for common case issues. Cay any one please help me on this. Thanks in Advance....
2
votes
0answers
30 views

Customer Service: Case Teams vs Groups

Scenario: there are n groups receiving calls in a Call Center: A, B, C, D. When a Case is received it is seen by all the members of the group. When one of them takes the case in charge, the other ...
1
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0answers
165 views

case assignment rule is getting fired when case comment is added from API

We have setup assignment rules and also setup default case owner from support settings. We are adding case comments through REST API call from external system and whenever case comment is added, it is ...
0
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0answers
9 views

Partition Case Management

I have two groups that do not share case management questions, users and processes. They both need access to case management. How do I partition them so each side only sees their cases in search, ...
2
votes
1answer
250 views

Email-to-Case: Create Activity from Email - how to populate Comments with Email Body?

My question is in regards to Salesforce's Email-to-Case feature. When I enable the "Create Task from Email" feature from the Routing Email Address Details, the task is created, yet the body of the ...
0
votes
1answer
66 views

Expose Live Chat Transcript object to force.com site guest user

Hi I want to update LIve chat transcript object at post chat page . About as of now I don't no how to give access Live Chat Transcript object to site user so facing authorization error.
1
vote
1answer
162 views

Updating CaseMilestone - CaseId field is not writeable

I need to mark the CaseMilestone as complete and populate the completion date, when the owner of it's parent Case is changed. For other objects I can use List<Account> acctsToUp = new ...
1
vote
1answer
206 views

Attach file in live agent and send to customer

I am using salesforce live agent in service cloud. During chat with customer I want to attach record or files from my desktop and send to customer. Right now there is option to attach a record and ...
4
votes
0answers
99 views

Email publisher: Don't override subject when selecting template

I have a question involving the Case feed email publisher. For a customer I am currently implementing their Service Cloud. The customer is used to do alot of communication over email and in addition ...
0
votes
1answer
64 views

Can I enable Live Chat on a regular app or only on a console?

I am trying to enable Live Agent for my org, and the only way I can find to do it is by creating a new console and adding it to this console. When I go to the set up for existing apps or try to create ...
1
vote
0answers
26 views

Automatically load From adress on mail, when “Answer customer” button is pressed

I have multiple mail-adresses which leads to the same queue in Service Cloud. When I answer the customer, by pressing the Feed View button "Answer Customer" I can load a specific template through apex ...
0
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0answers
16 views

Widget on website for Service Cloud

My current website has a widget on every page that will open a search box so customers can find solutions on their own. You can see what I'm talking about here http://openstaxcollege.org/ Does ...
3
votes
0answers
45 views

Case feed - Email publisher entering free email address

I noticed some strange behaviour in the email publisher action on the case feed. When adding an email address manually it commits the address as soon as I type a '.'; for example when entering ...
2
votes
2answers
319 views

How can we create a Push Notification service in the Service Console.

How about an idea of having the push notifications in the service console. The idea is to have the notification while working in the Service console. This idea is useful for creating the call center ...
1
vote
0answers
29 views

Traditional CTI based systems -Questions

Lately I'm reading a lot about CTI and since i've never seen this system it so It is baffling me a lot. what I understood, In traditional CTI systems, a program(adaptor) is installed in agent m/c. My ...
1
vote
1answer
58 views

Unattended Chats - Live Agent

Is there a way to know in Live Agent how many unattended chats there were per day? Thanks in advanced. Juliette.
4
votes
1answer
105 views

Is there a way to prevent Salesforce from adding a Thread Id to my support emails?

In the email publisher, my subject line looks like this: RE: TEST new ticket But when the email is delivered, Salesforce has appended a thread id: Re: TEST new ticket [ ...
0
votes
1answer
649 views

Update Completion Dates of CaseMilestone

Using an Apex trigger to update the completion date field on case milestone related list when the case exited the entitlement process...I'm bringing that "Entitlement process End time" to fill in the ...
0
votes
3answers
366 views

Add visual force page as a window in service cloud console

I'm trying to add a visual force page, that starts a flow, in the service cloud console and it's not working. I go into customize --> cases --> page layout but there is no option there to add a ...
1
vote
1answer
442 views

How Get Parent Field in Attachment?

Please Help me... Account sObject is Parent of Attachment. Now I want to bring Read-only Field Custom field (isReadOnly__c). SELECT Id, Name, Account.isReadOnly__c FROM Attachment How It Gets ? ...
1
vote
0answers
39 views

Can I upload service cloud component with Live Agent enabled to appexchange?

I am trying to upload a managed package to app exchange which contains a service cloud console component with live agent enabled and it gives me upload error "You can't export a console when you have ...
1
vote
0answers
41 views

Enabling Inline Editing for Social Post Tab on Radian6 App

We currently use Radian6 and ServiceCloud integrated. We would like to enable "inline editing" feature on "social posts" tab to be able to process social posts faster. I am aware that a list should ...