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0
votes
1answer
14 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 ...
-1
votes
0answers
7 views

two quick questions to service cloud experts

What do you think is the correct answers for the following questions? Universal containers must provide contact center agents with access to a customer’s payment history if the call concerns a ...
1
vote
1answer
29 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
18 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
14 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
vote
0answers
51 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
votes
0answers
7 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
62 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
27 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
60 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
0answers
62 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
47 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
28 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
19 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
votes
0answers
8 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
33 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 ...
1
vote
2answers
108 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
21 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
42 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
41 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
298 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
2answers
176 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 ...
0
votes
0answers
28 views

How to track inbound email clicks in SFDC under cases?

We have enabled on Demand email to case feature in SFDC. Service users looking for an ability to track the users who clicked on this email. There is a vanilla feature which updates the inbound ...
1
vote
1answer
178 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
31 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
36 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 ...
2
votes
1answer
47 views

Salesforce Knowledge

I am not able to see the "Information" window when I look at knowledge in my developer org. Am I missing a permission? I can only see Title URL Name Summary Validation Status Without the ...
0
votes
0answers
236 views

Can liveagent.addcustomdetail API method dynamically handle different data scenarios

Background and Use Case: Currently, we are implementing LiveAgent functionality on one of our external website supporting some 22 countries. The Chat requestor 'selects' a country (say Australia) ...
1
vote
1answer
54 views

To change the Case tab title to case field name in service cloud

Hi I want to change the CASE tab Title to Case Subject. Subject is a standard case field. The screenshot is given below. Any pointers on this would be really great. Thanks Currently, the case title ...
1
vote
0answers
34 views

Global Rollout - Record Types Design

We are going building a template for global roll-outs in the near future. It's a service cloud implementation with 3-4 different support processes. Currently we only have 6 different record types ...
3
votes
1answer
228 views

Does sforce.console.onFocusedPrimaryTab work? Does it work inside a publisher action?

The Salesforce Console Integration Tookit provides two functions for detecting switching focus of console tabs: onFocusedPrimaryTab ...
2
votes
1answer
373 views

Service Cloud License OR Customer Community Plus

We are implementing service cloud for managing customer service where in the case resolution process, external 3rd parties are involved. The cases will always be created in the contact center using ...
1
vote
1answer
582 views

How salesforce role based team's cases work in case report

As a manager, I want to see only my cases and my direct repartee's case in Salesforce My teams open cases report. I have 3 other managers in my same role. We all are assigned in same role in role ...
2
votes
0answers
58 views

Salesforce LiveAgent Implementation on external website with failover to an alternate button

How to setup pre-chat form in HTML to embed in customer website?: My questions is in reference to this post/response. I have a requirement which is similar in nature in terms of external website chat ...
2
votes
0answers
177 views

Login Service Cloud user through the REST API

I am building a web portal for the SalesForce Service Cloud using the REST API (PHP/WordPress Project). I need Service Cloud users to be able to login to the site through the API without being ...
0
votes
2answers
48 views

Seeking recommendation for a IT ticket management app [closed]

I'm comparing apps in appexchange for IT ticket management. I've found 'BMC Remedyforce - IT Help Desk' pretty good. Have any of you used any other apps which were better? (The other option is to ...
3
votes
0answers
39 views

Fetch Case's Call logs via REST API

I'm looking for a way to fetch all tasks which represent Call Logs for a given Case via REST API. The tasks are created via 'Log a Call' UI and seem to have no specific distinction from any other kind ...
1
vote
1answer
25 views

Salesforce use and edit apps

my organization is using the standard Sales Cloud product. Now the idea came up to enhance it by adding a support ticket tool (like TeamSupport). Furthermore we're seeking for a solution to also ...
0
votes
2answers
1k views

Why does auto response rules create an email on that particular case?

I have email-to-case & Auto Response rules setup in my org. I would like to know why the auto response rules always create an outgoing (sent) email record in my case? How can I disable that? ...
1
vote
1answer
454 views

Opening a link in Sales and Service cloud

We are showing an inline VF page on the Account detail page. In that VF page, we are showing certain links. Those links open in new tab in the browser. <apex:outputlink value="/{!m.id}" ...
0
votes
1answer
1k views

Can we use a visualforce page as a tab in service Console?

Can we use a visualforce page as a tab in service condole? If it is possible can you please explain the steps as well? Thanks in advance
1
vote
1answer
265 views

How to use Live Agent Automated Invitation with Custom Variables?

On the automated invitation configuration page for Live Agent, there is an option to use a custom variable to trigger the invitation but I don't see any documentation on how is it supposed to be used. ...
1
vote
1answer
566 views

panel not showing in service console for a particular record type

I have a specific Record type for case object. When I see the record of this type in service console, there is Suggested Articles panel which is not populated, while this is populated for all other ...
1
vote
1answer
452 views

How to create new KnowledgeArticle record from API

I am looking into building a web app using either the SOAP or REST API that would allow our clients team to generate new knowledgebase articles (service cloud) to be submitted to salesforce via the ...
1
vote
0answers
168 views

How does Automated Invitation in Live agent works?

I've configured automated invitation in live agent. But, the code is not working. The criteria is if the customer is on web page for more than 5 seconds. can some one help me in repairing the code. ...
1
vote
1answer
279 views

Can we have Live Agent enabled in custom app(not console type of app)

Is there a way where we can enable Live Agent in non-console type of app(in custom app). 'Live Agent User' feature licenses are available.
1
vote
1answer
327 views

How to enable standard keyboard shortcuts for the service console?

How to enable keyboard shortcuts for the salesforce console? do we need to write any coding to enable standard keyboard shortcuts? Enable shortcut keys option is disabled in my dev org?
2
votes
4answers
3k views

How can I integrate Salesforce with social networking sites like Facebook, Twitter, Google, etc

I recently read an article in Salesforce related to Service Cloud, where it talks about Driving Productivity with Service cloud. In that article they have mentioned about Community networking ...
3
votes
1answer
2k views

Service Cloud Console Subtab - lookup field and output link

There are 2 scenarios here - There is a custom lookup field on the case object, on click of the lookup - I need to open the record in the subtab. Is this possible? There are couple of output links ...
1
vote
2answers
280 views

How do I set the Case origin to Chat from my PreChat form?

the field Origin already exists and is a picklist with Chat as one of the options