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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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 ...
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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. ...
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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 ...
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43
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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 ...
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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 ...
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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, ...
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31
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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 ...
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63
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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 ...
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101
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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 ...
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157
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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 ...
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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?
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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 ...
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37
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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 ...
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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 ...
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43
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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. ...
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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 ...
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55
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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 ...
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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 ...
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72
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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 ...
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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 ...
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482
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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 '...
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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:
&...
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103
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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 ...
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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 ...
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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 ...
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130
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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, ...
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475
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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 ...
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232
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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 ...
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46
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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 ...
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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 ...
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63
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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?
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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 ...
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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?
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65
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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. ...
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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 ...
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297
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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, ...
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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 ...
- 413
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415
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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 ...
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52
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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;
...
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239
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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> ...
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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 ...
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237
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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 ...
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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 ...
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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 ...
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211
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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 &...
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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 ...
- 413
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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. ...
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63
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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 ...
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122
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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 ...
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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 ...
