The tag has no wiki summary.

learn more… | top users | synonyms

1
vote
1answer
23 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
20 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
25 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
28 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. ...
0
votes
0answers
17 views

Is there a way to initiate a chat with a customer by Agent using Live Agent?

Is there a way for Agent in Live Agent to initiate a chat with customer viewing the webpage. With Automated Invitations, we have the limitation of user accepting/declining. We don't need this. We want ...
1
vote
1answer
17 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
31 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?
0
votes
0answers
40 views

Is there any difference between Salesforce Console and Service cloud console?

Is there any difference between Salesforce Console and Service cloud console? i am seeing a console in my free developer edition in the name "Sample Console". Is this console related to service cloud ...
2
votes
4answers
63 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 ...
0
votes
0answers
18 views

Adding Service cloud console to free developer edition. Is that possible?

Adding Service cloud console to free developer edition. How can we achieve? Older posts did not have full details. please help.
2
votes
1answer
194 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
58 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
0
votes
1answer
57 views

Service Cloud - Interactions between support agents and customers

With respect to Service cloud, what are the different ways/medium/channel through which an interaction can happen between support agents and customers? I am not clear on the options available, some ...
7
votes
1answer
539 views

How to setup pre-chat form in HTML to embed in customer website?

Hi i am setting up a Live Agent for my customer and I am very new to Salesforce. I able to setup a chat button upon clicking it will launch chat window. Now i wanted to have pre-chat window, i search ...
5
votes
1answer
405 views

Live Agent, What is the correct syntax to create a case from the pre-chat form?

I am trying to create a case once the visitor submits the pre-chat form but is not working, the record is not created. I managed to get it working using the deployment API but not from the pre-chat ...
4
votes
1answer
182 views

Service Cloud vs. Force.com

Problem: If the only standard objects I am planning to use in an application are the following: 1. Contacts 2. Case 3. Accounts Is it worth it to pay for a service cloud license? I am sure its ...
3
votes
1answer
151 views

how to name a subtab in service console in salesforce

<script type="text/javascript"> window.onload = testSetTabTitle; function testSetTabTitle(){ { sforce.console.setTabTitle('service'); } //to set tab title on load var pageLoad = ...
2
votes
1answer
211 views

How can I see the original headers on an Email Message?

In my Email Message views, I can't find the "Click here to view original email headers" link described in the Salesforce documentation. How can I get it back? (My org is on Summer '13. I know ...
2
votes
1answer
75 views

Service Cloud learning guide

Please suggest me some good material for learning Service Cloud console basics. I would like to learn about Cases, Entitlements, Assignment Rules..
3
votes
0answers
61 views

Including javascript in the top level window of Service Cloud

I'm working on an integration project that requires showing the Service Cloud from a .NET control. That control generally communicates via a javascript object on the top level window. The problem I'm ...
0
votes
0answers
92 views

Milestones for Re-Open Case

We are implementing milestones and entitlements at our company and I am running into an issue. We have one basic entitlement and 5 different milestones under it. First Response Re-Open Tier1 Tier2 ...
3
votes
2answers
153 views

How do I show the number of open cases in a service cloud console?

I'm setting up a Service Cloud Console, for email support. This would replace our current 'system', which is just emailing using outlook. One feature I can see that support agents will miss is that ...
1
vote
0answers
14 views

Display text on hover over Custom Console Component [duplicate]

I have a Custom Console Component(displayed in console) which when clicked on opens a vf page. I want to display text "Test" whenever user points its mouse over this component. How can i do this? This ...
1
vote
0answers
104 views

“insufficient privileges” error in service Cloud Console

When I accept chat request "insufficient privileges" error comes. As per other community suggestions I checked for agent permission and found these permissions enabled: 1. "Customize Application" 2. ...
2
votes
1answer
232 views

Ensuring Test Code Coverage when you have Insufficient Access Rights on an Object

I recently ran into an issue where we installed some Service Cloud pieces in our predominantly Sales Cloud org (including the Public Knowledge Base). This installed a few custom APEX classes and ...
4
votes
3answers
709 views

Maintenance Exam for Advanced Developer and Consultant

To keep the Salesforce certification, we should take maintenance exam for 3 release per year. Since the prerequisites for Advanced Developer is completion of DEV401 and ADM201 for Sales Cloud/Service ...
7
votes
1answer
207 views

Cases created by high-volume portal users become inaccessible

Service Cloud Portal users are those users with a High-volume portal license type. There are requirements that typically mean you'll need to use this license type viz. You anticipate more than 300k ...
9
votes
2answers
482 views

How can I configure Case Comment notifications to go to the Case Contact instead of the Portal User?

Possible red herring, but this seems to coincide with the release of Spring '13. On a Case record: if a support engineer clicks "Send an Email", an email is sent to the Case Contact's email. [good] ...
1
vote
2answers
1k views

Issue with passing parameters in Service Cloud Console Integration Toolkit

i am currently having certain hyperlinks in VF page which i need to make compatible in service cloud and hence using the API toolkit.I am quite new to callback methods, what is the syntax to pass ...
0
votes
1answer
4k views

Open a Service Console primary tab from a custom component module

I have a app-level custom component module (the ones in the footer) for a service cloud application. I need to open up a Primary Tab in the console from this custom component. I have the Id of the ...
3
votes
2answers
263 views

Case Comments public/private after Spring '12

So with the release of Spring '12, the self-service portal is no longer available for new Salesforce Orgs. Also, it seems that the ability to mark a case comment either public or private is no longer ...
1
vote
1answer
385 views

Completion issues with CaseMilestones

I am in the process of assessing Entitlement Processes and CaseMilestones. I have set up an Entitlement Process that has 2 CaseMilestones set up. The first called First Response is initialised on ...
3
votes
1answer
243 views

Closing Service Cloud Case Milestones using Apex

I am having a look at Case milestones and entitlement processes that are part of the service cloud. I want to programmatically close one of the milestones after a certain Status value has been ...