Questions tagged [case]

Case is a standard Salesforce object: a customer issue such as a customer’s feedback, problem, or question.

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18 views

salesforce trigger on add values to picklist case object field

I want to build trigger when added/change values to a pick-list field in Case Object. i tried a lot of examples (Apex-Trigger, MetaDataAPI) any of them not work for me, the trigger not raise. what I ...
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19 views

Best Practice to define a list of consequent activities to close a Case

as title said, I'm looking for a best practice or a standard SF solution to manage a Case creating a list of to-do activity in order to close the Case. For example an operator need to make some ...
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1answer
46 views

Create Custom URL Button for Case Creation - Field Pre-Population

I am trying to create a custom URL button that will be placed on both a Person Account and a Business Account page layout. I want the button to launch a case creation form with record type = "Member ...
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1answer
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Duplicate Cases while responding through outlook

I Have configured email-to-case. there is one support distribution group. there are three members(A,B,C) in the group and Email-to-Case address. when a customer sends an email to this distribution ...
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Show duplicate accounts on case page

Is there a way to show duplicate accounts on Case page? Based on the value in 2 fields (1 custom field Brand, and the account Email field) So if a case is open on one account, and in the system there ...
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Omnichannel not showing cases in console

I have a visual flow that has a form. The flow is placed on a community template. Upon submission of a form inside flow, a case gets created in salesforce. Now in Salesforce we have case assignment ...
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related case should be opened in the primary tab instead of sub tab

I am using lightning. I have some cases of customers and some of those are related to parent cases and when I open any case if that case is having any related case and if I click on that related case ...
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13 views

Case Escalation Monitoring Queue not monitoring

I have a workflow rule which will assign the case to another user if the Case priority is High. There is a Case Escalation rule with the same criteria(priority=High) which will escalate the case to ...
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Case Merge History

In Spring 20, you can merge Cases In our sandbox, I've tried merging 2 cases. I noticed it creates a case commeent Case xxxx has been merged with Case yyyy This is fine, but in the case history I'...
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2answers
114 views

Case Object with 2 Self Lookups to Cases - Considerations

We have functionality around Moves(Shipping request from one location to another) , claims and service requests for one of our clients. we are planning to put all 3 of them in Salesforce Case object ...
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Case ownership change error

I am facing an issue with changing the ownership of the case. When user (Rahul) creating a case and after creation changing the ownership to 'Queue' named 'Bank Team'. Once I login through the users ...
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1answer
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Approval Process status on Case Layout

I have an Approval Process for custom object linked to Case object. Do guys know if it's possible to show the approval status of this object anywhere on the Case ? Thanks a lot,
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Custom Case Create Component for Community

Hi i am trying to get this event working from the referred article as below Case Deflection Component , It seems that the standard OOTB Case Deflection component is not receiving this application ...
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2answers
144 views

Case creation in Lightning - Send notification email to contact option not sending email when Process updates record

Asking here to see if anyone knows about this interaction, and hoping to avoid initiating another month or more of frustration trying to work through Salesforce's Customer Support. The situation is ...
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Case Milestone - Upload via DataLoad / Bulk Create

I have created Case Milestones - First Response, but due to some criteria mismatch no records were created. Now we have corrected the criteria and the First response is being executed/completed for ...
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24 views

Am I right in approach to create FeedItem for CallLog Task connected to Case entity

I'm working under Open CTI Softphone and create Call Log Task for every call. The Task is created from the Apex controller: Task task = new Task(); task.TaskSubType = 'Call'; ... task.WhatId = ...
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Embedded Live-Agent Chat Settings Offline support Case field selection

I try to add new Case field by pressing plus sign. There are some set of Case fields selectable and to be used for Case form. I need Case description field and it is missing from selectable case ...
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1answer
23 views

Service Cloud Automation

I have been having real trouble managing Automation in my org. I am the sole admin, with 20 users, around 5-10 are dedicated users managing around 3000 cases per month. Almost all come from Email To ...
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2answers
39 views

Prevent to create a task when a case is closed

how's it going? Basically what I need is to prevent a task being created when a case status is 'Closed'.I'm struggling with my code, I just can't get the right Id of the case where I'm creating a ...
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67 views

Case Reopen changes owner to System

When a user closes a case a workflow rule sets the owner to the user who closes the case. We have a workflow rule that allows an email message to Reopen a case when a reply is received. This ...
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17 views

Tracking custom case comments in chatter

We are using a quick action to create case comments, as described in this article. After creating a case comment, a feed is automatically posted in the chatter, this feed cannot be edited and looks ...
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the sChanging Case Owner to a Queue manually

I'm using a test user to change the case owner to a queue but when I search for a Queue this is shown. I already created queues and the user is a member of that queue. Any help please? Thank you. ...
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1answer
39 views

Missing buttons on Activity History Related List in Lightning

Buttons such as 'Log a Call' are missing from the Activity History related list when switch to Lightning. Is this a known issue to be fixed by Salesforce or an issue with configuration?
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1answer
593 views

Spring 20 - Validation rules that use “$UserRole.DeveloperName” are triggering when they should not

After the Spring 20 release my validation rules that make use of the field "$UserRole.DeveloperName" are triggering when they should not. I'm currently trying to create a case from a community (with ...
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995 views

Spring 20 An error occurred while trying to update the record

Over the weekend our sandbox was updated to the Spring 20 release. We have a custom Aura component which is used to create cases. When attempting to submit a case after the release update we see the ...
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17 views

Report Type to Capture Email of Users who made a Case Comment

Is it possible create a report type of the comments made by a user capturing their email instead of their name? In the default "Cases" report type, there are the Case Comment Created By and Case ...
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1answer
68 views

Send email on case creation by record type

We're using web-to-case to create cases. Different types of customers can create different types of cases, which we manage via Record Type on the Case object. On case creation we would like the ...
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1answer
31 views

After Insert trigger behaviour if insertion execution fails

I have a custom object named 'shift_cancellation__c'. This custom object records are being populated by parsing an email. I have a class named 'shiftCancellationListener' that parses the emails and ...
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1answer
32 views

Community users able to change case record type

I have created 2 case record types. But, community users are able to change record type in community using this button How can I restrict community users from changing record type? Is there a setting ...
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1answer
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Is there any locking of cases or delay in CRUD operations after updating case assignment rules?

If I update case assignment rules are there any locking or differences such as query delays that I should consider? The documentation does not specifically list update assignment rule considerations ...
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1answer
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community users not able to edit case comment

Community users don't have edit button on case comment created by themselves in customer service community. Community user profile has read,create,edit access on case. OWD for case is Private for ...
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17 views

Override standard New Button Behaviour on Case with lightning components

I have 2 Ligtning apps which are accessed by almost same set of users. The ask is to only display Record Types that are relevant to the application the users have logged into. For ex - If a user is ...
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15 views

reminder set when creating an event on a case

When I go to a Case record and try to flag the reminder set checkbox when I create an Event it does not save this reminder set. On the detail page of the task it is saying reminder set as false. Does ...
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1answer
37 views

How to prevent default contact assignment on Cases created by Community Users?

Problem: I had a Contact Support Form on a community that allows users to create a case for a customer. This form contains customer contact information (email, name, phone, etc). Currently, if ...
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Case Assignment Rule Not firing

Another tedious question I fear! My case assignment rule has the following rules: High Priority Queue: (Case Origin = Facebook) OR (case origin = Twitter) High Priority Queue: (Case Subject ...
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2answers
48 views

Pre-Define value for ToAddress When Sending email from Case - Email Action?

I am working on the on service cloud so it is very important for our agents to send email from case and they always use it to send emails. For that I have created email action and added this to ...
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1answer
25 views

How to delete uploaded files from community attachements

I am uploading pdf into the attachement from community. So after uploading the pdf. Pdf will create a case into the salesforce org. So i want that after creating the case in custom object called audit ...
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32 views

Exception by domain - Email and Case workflow

We have email-to-case. Every customer email into a case generates a case comment, which is then mailed back to the customer using workflow rules as confirmation of the update. One customer doesn't ...
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1answer
12 views

How To stop feedItem for status field on Case?

I have enabled feed tracking for Case. But the status field is not set to tracking. But I am still able to see the feedItem on status changes. Please, let me know if I am missing anything or it can ...
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28 views

Run Process Builder action Check based on nested conditions

During Email to Case process, I built a process builder which runs on the email message objects and checks for multiple conditions before executing actions Here's a scenario: (If it is ...
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2answers
46 views

Case Assignment Rules and Case After Update trigger

I have a trigger (AfterUpdate) on the Case object. In here, I am comparing the Owner field in this way: if((newCase.OwnerId != oldCaseMap.get(newCase.Id).OwnerId) && (tempMap....
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2answers
72 views

Where do Call Logs get stored in Salesforce?

Call Log records are created and associated to Cases by our CTI app, when I click on the Call Log, it takes me to the task record which I can re-associate with the "RelatedTo" field. However when re-...
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1answer
25 views

Users with specific roles are not able to see work order list in case

We have a case layout which have related list of work orders: Some users are able to see the list in the case object. I tried with user having System Administrator profile: When I logged in with a ...
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1answer
16 views

Add tab Social to Lightning case

I am trying to add the Social Tab to chatter in the case page see the Image.
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32 views

Applying the Service Cloud Feature Licence to Salesforce Platform Users?

According to the Salesforce Platform Licence Details page: https://help.salesforce.com/articleView?id=users_license_types_communities_lightning_platform_details.htm&type=5 Lightning Platform ...
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1answer
273 views

Omni Channel Supervisor not showing assigned queues for an agent

We have setup Omni-Channel routing for cases in our ORG. Everything was working fine since last week. But today when we tested- if we add an agent to a queue directly to the queue OR add to a ...
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35 views

Salesforce Lightning - Case - Quick Action to Default a Email Template not showing

I created a case quick Action button per the below article.I then added the button to the Page Layout. Added this to both Quick Actions in Salesforce Classic Publisher and Salesforce Mobile and ...
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1answer
53 views

Journey Builder - Decision Split possibility

At the beginning of my journey, if the contact has a phone number, I create a case (that will be sent to customer care). 2 days after, I'd like to check the status of that specific case and if it's in ...
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1answer
48 views

Case Status Changing from Email Message Workflow not working

I've tried creating a simple workflow to change the case status from "Resolved" to "Reopened" when a customer replied to the case. I've found a few guides online to do this but for some reason it ...
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10 views

If I have two milestones running in a same case, is possible to stop only one them?

I have a case which two milestones match the criterias and the same time when the analyst request opinion to other area. one this milestones needs be stopped when the response arrive and another must ...

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