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25 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 ...
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0answers
65 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
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1answer
26 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
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0answers
22 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
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1answer
86 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
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1answer
70 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
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1answer
76 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
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0answers
32 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
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0answers
79 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
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2answers
24 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
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0answers
24 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
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1answer
18 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
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1answer
334 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? ...
0
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1answer
112 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
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1answer
394 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
98 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
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1answer
157 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
98 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
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0answers
78 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. ...
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0answers
33 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
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1answer
97 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
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1answer
106 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
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0answers
127 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
531 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 ...
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0answers
23 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.
3
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1answer
959 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
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2answers
142 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
8
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1answer
1k views

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

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
809 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 ...
5
votes
1answer
497 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
202 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
459 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
192 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
66 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 ...
3
votes
2answers
204 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
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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
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0answers
162 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. ...
3
votes
1answer
380 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
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3answers
927 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 ...
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1answer
286 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 ...
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2answers
890 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] ...
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2answers
2k 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
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1answer
6k 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 ...
4
votes
2answers
429 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
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1answer
605 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
350 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 ...