Questions tagged [case]

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

Filter by
Sorted by
Tagged with
0 votes
0 answers
27 views

Convert case creation page to lightning

I have enabled the lightning experience for some profiles and upgrade the existing classic app to lightning. Now when I try to create a new support case, after selecting the record type the details ...
Anshika's user avatar
  • 11
1 vote
0 answers
27 views

LastViewedDate field not available for Formula on Case

I'm experimenting with using the LastViewedDate field to create a sort of "inbox" user experience for list views, where records can be flagged for Users who have yet to open and view them. ...
JustinF's user avatar
  • 413
0 votes
0 answers
11 views

Best design for emailing groups of Users that are collaborating on a Case

We're using Cases, but long-story-short, we're not really using Service Cloud licenses. We have a heavily restricted form of Service Cloud licenses. We need to be able to have teams of people across ...
JustinF's user avatar
  • 413
0 votes
1 answer
43 views

Salesforce - Hide/ show list view button based on profile

I have a custom 'Create Case' button added in the list view buttons for my custom Case object. For admin profiles I want to show the standard 'New' button and the custom 'Create Case' button to create ...
Sfdc Developer's user avatar
0 votes
1 answer
35 views

How to Route Replies to Salesforce Email Alerts Back into Salesforce Instead of Outlook Inbox?

I am facing a challenge with email alerts in Service Cloud and would appreciate any guidance or suggestions. Context: A flow sends an email alert to the customer. The customer receives the email from ...
h3110's user avatar
  • 77
-1 votes
0 answers
34 views

Creating a case in classic is fine but after switching to lightning it shows a blank screen

When I create a support case in classic it works fine. I enabled the lightning experience for the users of that profile and switched to lightning. Now in lightning when I try to create a new case, ...
Anshika's user avatar
  • 11
0 votes
1 answer
31 views

Record types, with their corresponding reason and subreasons

I am new to Salesforce Service, I would like to generate a report or a SOQL query to retrieve all record types, with their corresponding reason and subreasons. All the queues with notification steps ...
Ângelo Rigo's user avatar
0 votes
1 answer
63 views

Query using CASE WHEN erroring

I am working on a query to reduce duplicates in our dataset, and I keep running into an error: "An error occurred while checking the query syntax. Errors: Incorrect syntax near '077'." The ...
user55359's user avatar
0 votes
1 answer
101 views

How to prevent that two users end up working on/editing the same record at the same time?

I have a situation in which sometimes two agents end up working on the classification of the same case, at the same time; and I need to stop that from happening. Is there any way to detect if a record ...
Mariana M's user avatar
-1 votes
1 answer
157 views

Case thread ID - New format

I have different processes in case of emails, to unsure mails will always go to the right case even if they are sent for different mail, I added a formula field in case which resolves threadId. It is ...
Raphael D's user avatar
  • 524
-2 votes
1 answer
82 views

update date time field for last case comment on case

In a record triggered flow, how do I update a date time field on the case called Date/time Last Comment when a new case comment is made?
Dov's user avatar
  • 1
1 vote
1 answer
65 views

Was Case access removed from the Salesforce Integration License?

We have an integration the uses an Apex Webservice to allow a backend system to access support information, including chats and cases. When we built it in a sandbox several months ago, we decided to ...
Jason Clark's user avatar
  • 11.8k
1 vote
1 answer
37 views

Referencing Case Status attributes in validation rule

Is there a way to determine within a validation rule whether a Case Status has changed from an Open picklist value to a Closed picklist without referencing every single picklist value? I want to ...
dannymorty's user avatar
0 votes
0 answers
31 views

How to write a formula to to say if record types XYZ is new/created with the origin of email or web or phone then send email alert?

Im trying to create a flow that sends an auto response when a new case is created. As my start criteria I decided to use a formula. I an getting errors with my syntax. im trying to say if record types ...
Pam's user avatar
  • 1
0 votes
1 answer
43 views

ISO Case Validation Rule where Status = X, (A cannot be blank), and (either B or C cannot be blank)

I've tried several iterations of formulas, but can't get the last section to work. It is intended that the Validation would fire when trying to change to the specific status, if the criteria were met. ...
Christin Head's user avatar
-1 votes
1 answer
31 views

Approach to know the record belongs to specific record types (Apex,Flows,Validation rules)

We have around 50 record types on case. Soon we are going to merge our code with another instance where 20 more record types are present. What will be the best approach to run my apex code, validation ...
Sukruti's user avatar
  • 450
-1 votes
1 answer
55 views

Extract a Contact's Mailing Country or User's Mailing Country on Case object

I am currently trying to extract either a Contact's mailing country or the User's mailing country onto the Case object. FYI : All our users are stored as contacts too. I used a formula field with ...
AlizehS's user avatar
  • 17
-2 votes
1 answer
379 views

How to solve " We can't display this information, ask your admin for help"

I have a request where the user is unable to send an email from SF to the client. After additional research, I discovered that there are no contact details for the case. Instead, it displays the error ...
user134789's user avatar
-1 votes
1 answer
72 views

Update Case Contact via API call, not working

How do I set the Case Contact fields via the API? When I create a case in salesforce via the API. I have no issues creating it, except that the Contact Name/Email/Phone isn't being populated. I used ...
Larry Bislew's user avatar
0 votes
2 answers
174 views

How to get attachments and inline attachments for CaseComment via Rest API?

I have a Salesforce instance using the old CaseComments instead of a Chatter feed. How do I get attachments and inline attachments to a CaseComment via Rest API? I can get the CaseComments to a Case ...
Erik's user avatar
  • 1
0 votes
1 answer
482 views

Field 'Subject' on Case Kanban View not showing

When creating a list view for Cases the field 'Subject' is not shown when setting the list view as 'Display as Kanban' but it ís showing when setting it as 'Display as Table'. This despite setting '...
Corné van Klink's user avatar
0 votes
1 answer
144 views

Invoke standard Case Merge action via LWC

Would it be possible to invoke the standard Salesforce Case Merge action from LWC? Having a new component like say action-form similar to existing record-form component would work well. for example: &...
Peter Gascoyne's user avatar
0 votes
1 answer
103 views

Rearrange the position of Follow button on Lightning Page layout

Quick question, can we move/rearrange position of standard Follow Button? I do know about Hide/Unhide, here i just want to move its position from start to middle or bottom. if its not possible, can i ...
SF Dev's user avatar
  • 89
0 votes
0 answers
43 views

Case Assignment Email for Live Chat case cannot see linked Account, Contact

I have a Live Chat implementation that links an Account and a Contact to the new case using embedded_svc.settings.extraPrechatInfo; the external site where the chat is hosted passes a unique external ...
Jason Clark's user avatar
  • 11.8k
0 votes
0 answers
34 views

Use Specific Case Field to Create Chatter Feed Item

Currently I've noticed when a Chatter feed item gets created for a Case record, the Auto Number field is what the Post initially gets created with. We've got a separate Case Name field that is more ...
Developer Guy's user avatar
0 votes
2 answers
130 views

Case Settings are not being applied when Automated Case User changed

When I change the Automated Case User from Platform Integration User to a custom User. The Case Settings within Email-to-Case (Routing Address) are no longer applied, i.e. Case Origin, Case Priority, ...
h3110's user avatar
  • 77
-1 votes
1 answer
475 views

Formula field to evaluate two fields separately and returns a value based on one or the other values

The formulas work separately but I need the formula to evaluate the formulas in a "or" situation. IF I use & for the first formula - it concatenates the field but I want a Closed Or an ...
Jo Anne's user avatar
0 votes
1 answer
232 views

Forwarded emails not creating a case record in Salesforce

We are using a custom object (TT_Case__c) to create records/cases whenever an email is received on our work email address. I have created an email service in Salesforce which uses the following apex ...
Marjan's user avatar
  • 15
0 votes
0 answers
46 views

Change view of feed item

I have Email action in feed section on Case object. When I send an email i have a post below this action and the preview ( before collapse ) is showing first words of email body. Can i change it to ...
Kuba Disko's user avatar
0 votes
1 answer
344 views

LWC button SendMail Quickaction does not work in Case Lightning Record page

I follow this step: https://developer.salesforce.com/docs/component-library/documentation/en/lwc/lwc.use_quick_actions_email for creating a button of triggering a SendMail quickaction with LWC. When I ...
FOCOMI's user avatar
  • 15
0 votes
1 answer
63 views

How to use omnichannel to route cases from existing queue

I've a queue in my org which has a bunch of cases. I'd like to distribute the cases automatically to the members using omnichannel. Is that possible or do I need to use a new queue?
vv99's user avatar
  • 21
1 vote
1 answer
235 views

Does access granted via Case Team Members roll up via the Role Hierarchy? If so, why?

I've done some testing on this and would like someone to confirm that it is expected behaviour that adding a User to a Case Team results in Users above them in the role hierarchy being able to gain ...
JustinF's user avatar
  • 413
1 vote
1 answer
44 views

Case comments visible in the UI but not in SOQL

I have a case with several comments: When I try to get those comments via SOQL (same user on dev console), I got no results: What could be the reason?
Dond's user avatar
  • 31
0 votes
0 answers
65 views

Case Page Layouts - Insufficient priviliges

When trying to open any of the 8 Case Page Layouts in sandbox I suddenly get the error 'Insufficient Privileges'. I've checked: I still have access to page layouts on other objects (e.g. ...
Corné van Klink's user avatar
1 vote
2 answers
811 views

Case Assignment Rules cause permissions error for User, but Case is still created

Our Salesforce system has a private OWD for the Case object, with access opened up via Owner-Based Sharing Rules, Case Teams & the Role Hierarchy. We recently implemented assignment rules to start ...
JustinF's user avatar
  • 413
0 votes
1 answer
297 views

Lightning Component Override for NewCase button is not working

I would like to launch a Flow instead of the standard "NewCase" button to create a Case. I have followed some instructions to create a Lightning Aura Component to launch the Flow in a modal, ...
JustinF's user avatar
  • 413
0 votes
0 answers
479 views

Can a User create a Case even if the assignment rules will cause them to lose access to it?

We have a bunch of case assignment rules in our system. Most Cases are created via an integration with an external web form, but some Cases are manually entered by Users in Salesforce (these are the ...
JustinF's user avatar
  • 413
0 votes
0 answers
415 views

Case Auto response email issue with send and email from the Flow

I have Record-triggered Flow, in that I have core Email action with Text Template (Also tried with Email Alert As well). And I have created a Formula field for Case Thread Id, and added in body and ...
herr's user avatar
  • 133
0 votes
1 answer
52 views

Need a way to create a switch case in apex emulating the java one without break

What I'm trying to accomplish is a switch case that in Java would result in a "cascade" behavior: switch(var) { case 'test': Log.d("inside test"); // break; ...
Frans's user avatar
  • 29
0 votes
0 answers
239 views

Average speed to answer for an agent in Omni Channel

I am new to Omni channel and looking some insights on computing how soon will agent be available to assist the case. Currently I am compute their available capacity like below List<Integer> ...
user4912134's user avatar
0 votes
0 answers
746 views

Route Work action on the Omni Flow is throwing the error

I am trying to explore the Route Work action on the OmniFlow, the omniflow is triggered from an record triggered flow like below It checks if the agent available using the Check Availability for ...
user4912134's user avatar
0 votes
1 answer
237 views

Is it considered bad practice to have Cases permanently owned by a Queue?

I am using Salesforce for Case Management. I have quite a number of queues (about 250) set up for my various teams and I need all members of a queue to continue viewing cases even after a specific ...
JustinF's user avatar
  • 413
1 vote
1 answer
104 views

Hover issue in salesforce

In salesforce case, every time I hover my mouse over to "i" symbol(information symbol), the popups stay on screen even after removing the mouse and it wont disappear. It prevents me from ...
Vikas Rahar's user avatar
2 votes
1 answer
621 views

Unable to set Case OwnerId via the REST API

I'm adding a Case via the REST API, but the OwnerId field isn't being set. I've also tried updating the Case record afterwards, and still the OwnerId isn't updated. I am able to set/update the Case ...
Will's user avatar
  • 449
0 votes
1 answer
211 views

Track Customer response on Cases Salesforce

I looked high and low but I couldn't find a single idea on how to do this so I am asking here. I am looking to solve the following problem: We have status on cases, in this status list we have to &...
Simple Code's user avatar
0 votes
1 answer
327 views

Is there a way to update Case Assignment Rules in bulk?

I'm working with an organisation that has 200+ Case Assignment rules and we have to update all of them to add a new criteria. It's going to be a bit of a pain-staking task to update each one ...
JustinF's user avatar
  • 413
0 votes
0 answers
28 views

Can a the Global Search 'Case' default sort be changed from 'Relevance' to 'Case Number'?

Can a the Global Search 'Case' default sort be changed from 'Relevance' to 'Case Number'? Using 'Relevance' as a default sort does not provide a consistent result set for use by our Service users. ...
Dan Mattison's user avatar
0 votes
0 answers
63 views

Case comment with attachments not showing in email

when a client raises cases and cc's third-party vendors (who do not have access to our support portal) and when they attach attachments to the case or when we respond via comments with attachments ...
Emmanuel Angelo.R's user avatar
0 votes
0 answers
122 views

Setting Multiple Recipients on Case Email Reply?

Is there a way to set multiple recipient email addresses on a case email reply from an end-user in the template or other setting? Scenario: Our support team creates a case and an email (via email ...
PowerUp's user avatar
  • 87
0 votes
1 answer
976 views

How to use Flow to get the User who edited a particular field?

I am trying to build a record-triggered flow that will capture the name of the user who edits a particular field, "Case Reason." Essentially, a Case can have several owners during its ...
newbie_1234's user avatar

1
2 3 4 5
23