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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17 views

How to handle or add multiple products to a case [closed]

We are currently required to add multiple products to a case as line items. Currently, we are planning to create a custom object & adding products through an inline vf page but it requires time &...
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20 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
11 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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15 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
32 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
66 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
20 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
15 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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0answers
9 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
37 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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0answers
8 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
37 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
24 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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0answers
7 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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2answers
47 views

Auto response email not triggered when case created from public site

Hi I am building custom web to case functionality, Here case getting created from Lighting component which is hosted in a force.com site. As soon as the case submitted from the site, case is ...
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0answers
15 views

Remove email Updates on Case Feed

I have an email action on case. When a user sends an email, the details about the email are displayed in the Feed. I would like to remove the details from the feed. Is it possible?
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29 views

Email to Case, Task has been created automatically

In my scenario, I don't want task to be created automatically when an email-to-case has been created. I checked the Routing address name and 'Create Task to Email' is disabled but still the task is ...
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0answers
22 views

What way would you choose to create Anonymous Cases

We have a need for some cases to be created where it is imperative that the creator of the case is anonymous. I have 2 ideas: Using the SFDC UI I could put a 'Before Insert' trigger that sets the '...
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23 views

Using MassEmailMessage is not saving EmailMessage records

I'm a developer, and I just did some work using MassEmailMessage on Case records (with the related Contact being the recipient). During testing I noticed that it's not saving any sort of EmailMessage ...
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18 views

A problem with the “Case Age in Business Hours” app

I have a confusing situation on my hands involving the "Case Age in Business Hours" application (this one: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N300000016ccNEAQ ) It is ...
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0answers
17 views

Reply button from Social Customer Service not appears in the Case

I have enabled Social Customer Service and installed starter pack and noticed that the buttons "reply" and "follow" does not appears. What can be the problem? In the image the example of trailhead.
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0answers
16 views

Files Related List on Case Page Layout not displaying

The File Related List in the Case Page Layout is not displaying if the 'Enable Chatter' options is disabled for a specific profile. But since Summer '16 Files are decoupled from Chatter, but I can't ...
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0answers
17 views

Case History Report

My requirement is to get a dashboard component to show no of cases handover to a specific queue in my org. My Report is on Case Histroy report type. Report is showing duplicate cases as handover to ...
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1answer
28 views

How to make a case comment as private in community?

SCenario1: whenever i add case comment and leave the make it public checkbox as unchecked, it created as public only. Is there any way to avoid it by configuration? user is a partner user. Scenario2: ...
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2answers
83 views

How to update a field in a case when an article is attached?

I have a requirement to update a field in a case when an article is attached to the case. Any advice about which object should be trigger? We are using the lightning knowledge base.
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0answers
16 views

To remove “Action” or “Complete” button from Milestone Tracker in salesforce

Scenario: We have enabled Milestones and have automated to fill the Completion Date/Mark it as complete whenever a Case is Closed. Now User wants to restrict "Click of Complete" button in Milestone ...
2
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1answer
254 views

lightning-record-edit-form component used in Community returns error: “The requested resource does not exist”

I have created a lightning web component as a form to insert new cases. I use this lightning web component inside a lightning community. Inside my lwc I am using the lightning-record-edit-form ...
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1answer
126 views

Change the case status through Omni-Channel on accept event

I am using Omnichannel for acceptance of the case. The requirement is that when an Agent accepts a case, the case status should be updated to 'In Review'. I have created the trigger on the AgentWork ...
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1answer
149 views

Suggested Article is not showing in my cases

I have dropped the knowledge search in my cases page through Lighting App builder but in my suggested article section. Articles are not showing can you please suggest some solution for showing the ...
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0answers
69 views

Data Category Mapping not working properly for knowledge articles

In my org, the 'knowledge sidebar' section which is visible on opening a Case record should ideally show all the suggested articles based on Data Category mapping. I have a Data Category Group named '...
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0answers
91 views

Error from process builder triggering email action on case

I am getting the error Error Occurred: Probably Limit Exceeded or 0 recipients from process builder. Based on Salesforce documentation, this happens if the email field is null. However, this email ...
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0answers
48 views

Case is not creating through Community User

I am have created the Lighting page for Create case for a community user, Through "Community Plus" License User case is creating, but when we are creating through "Community Users" case is created ...
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0answers
43 views

Error when trying to compose a message in a case

One of my agents is trying to send an email from the Case Feed, but when he tries to compose the email he gets an Insuficient Privileges error (see image). Other agents that have the same Profile do ...
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0answers
21 views

How to restrict the Case or Queue so that, the Case can not be visible in each queues?

I have created multiple queues for teams. When I create a case, it is visible to each queue and members. I have also made changes in Sharing Settings for case object and made it Private. If anyone ...
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25 views

create new case when case comment added after 10 days

When a community user adds a comment to a closed case after 10 days of closure, i want it to create a new case record.Once an agent has closed a case, sometime the users take a while and then come ...
1
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1answer
21 views

Email Service creating multiple Cases when sending to multiple aliases in a single email

Our org is currently using a custom Email Service to create cases and we have multiple Email Service aliases. Currently, when a customer sends an email to multiple Email Service aliases, our service ...
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1answer
73 views

How to manage multiple teams working on the same case

I need to handle a scenario where a Sales Rep will raise a case for service activation for a customer. Such a case will have the following steps - Team A will validate the details and then pass on to ...
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0answers
31 views

ContactId field on Case is getting updated automatically

I am trying to create a case through Apex from the Custom community portal. I am explicitly setting the value of ContactId field on case while performing the DML. However evrytime contactId field is ...
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1answer
52 views

Set Default “From” address for email sent through Chatter Feed

I've created an Organization-Wide Address (Corporate CC) and I want this email to be the default "from" address when an operator send an email through the case Chatter Feed as you see from the image, ...
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0answers
53 views

Can't delete contact because it is associated with case

I've deleted all cases, but when I try to delete contact I have this error: System.DmlException: Delete failed. First exception on row 0 with id 0032v00002mQCIEAA4; first error: DELETE_FAILED, Your ...
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0answers
22 views

Case Assignment Rule

One Javascript button on Lead page used to create cases, when the case gets created then Assignment Rule assign that case to the queue, and the user doesn't have access to view that case hence user ...
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0answers
141 views

getting an Error “We couldn't find the record you're trying to access… for help.” any idea?

I am getting an error saying "We couldn't find the record you're trying to access. It may have been deleted by another user, or there may have been a system error. Ask your administrator for help." ...
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1answer
82 views

How to build report for case duration

I am trying to build a report for cases that excludes idle time and/or business hours over the weekend. What is the best way to do this?
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2answers
96 views

Case Save and Close button in Lightning Experience

We use Save & Close button while creating a case so basically we are creating and closing the case at the same button. But I can't seem to find this button in LEX. Whats the solution here please ...
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0answers
15 views

How to display omnichannel queue number on visualforce page/monitor

Is there a way to display the #'s from the Omnichannel queue system(for Case) on the visualforce page that can then be displayed on monitor? Thanks
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0answers
15 views

Sending Email from Case to a contact on which you don't have access

I promise all the following questions are very closely related to answer the question What happens when the case owner tries to send email from Case (via feed) if the case owner does not have access ...
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1answer
62 views

Notifications email is being sent to Queue members instead of Case owner(user)

When Case is created the "Status" of the Case will be "New" and "Case Owner" is Queue, Now when we change "Case Owner" from Queue to User, Salesforce is sending notification email to queue members ...
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0answers
11 views

Case_UnreadByOwner [duplicate]

Please find the below visualforce page and Apex class code Any one please let me know how to test this code. VF Page: <apex:page standardController="Case"extensions="CaseExtension" ...
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1answer
151 views

LWC Lightning Record Edit Form Case Assignment Rules

Is it possible to somehow trigger case assignment rules upon creation of a case via a lightning-record-edit-form? It used to work when I had it set in page layouts but that seems to no longer be the ...
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1answer
274 views

Sending out a Survey when a case is closed

I am planning to implement Case Ticketing System in our org. I have all of the functionality in Salesforce that I am looking, except for the surveys that will be sent out when a case is close. I've ...