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23 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 ...
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1answer
33 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 ...
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50 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 ...
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18 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
13 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
27 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 ...
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0answers
18 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
12 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
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1answer
28 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
19 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 ...
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1answer
22 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
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0answers
22 views

How to calculate time taken by agents to reply to Facebook comments? [closed]

My company wants to track how long agents take to respond to our fans' comments on Facebook posts for our various Facebook fan pages. One way to do it could be through calculating case open/close ...
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0answers
17 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
28 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
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1answer
32 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
31 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 -
1
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1answer
33 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?
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1answer
56 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
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0answers
41 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 ...
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0answers
44 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 ...
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0answers
23 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
23 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
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2answers
104 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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0answers
28 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
62 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
73 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
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1answer
52 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 ...
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1answer
52 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
77 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 ...
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0answers
94 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
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 ...
0
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0answers
18 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
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1answer
61 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 ...
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0answers
22 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 ...
1
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1answer
181 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
20 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
71 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
52 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
25 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
58 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
17 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 ...
1
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0answers
56 views

Replace Standard View with VF Page in Agent Console - Links not working

We wish to use the agent console as it has many benefits but to meet some requirements we need to replace the standard View Page with a Visualforce page but we used the Standard Controller and Apex ...
1
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0answers
45 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
35 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
131 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
votes
1answer
82 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
282 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
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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
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0answers
46 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 ...