Questions tagged [service]

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1answer
29 views

Can the Service search-bar be edited to search for results beyond salesforce?

In Lighting the Service search-bar (figure below) shows search results such as contacts, leads or opportunities. This results are in scoped within Salesforce. I wonder if it's possible now or in the ...
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0answers
20 views

How to render content on mobile app through salesforce rest api when the service is sending string value consisting of <div> tags

discriptionvalue += '<div style="font-size:18px !important;font-weight:bold !important;">'+ s.Title__c + '</div>' ; Note: Need to render the discriptionvalue in my app with the style ...
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0answers
22 views

Lightning component in the service console tab replacing all the tabs with the latest opened record

I'm opening a lightning component from a custom button in the Account page as per below code. And this code is executing in the Service console. var evt = $A.get("e.force:navigateToComponent"); ...
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0answers
24 views

Reduce Load time of Service Console in Lightning

I would like to reduce the load time of the service console because of which agents are annoyed. I have one lighting component which gets data from server with soql and then data is bind to wrapper ...
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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
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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2answers
30 views

Can I delay the Auto - Response Case

I am working on service cloud. In our system the cases are created from email-to-case. we have other system in which we have customer data. The emails are being forwarded from other system to ...
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1answer
15 views

Managed Social Account none to select

I am getting Post to create a Case in Service cloud, However when I try to reply to the Facebook Messenger Message I get drop down to select a social account and there is none to select.
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0answers
8 views

How to share a draft knowledge article with Standard User for approval?

I have a user with salesforce license and Standard User profile. I have set Knowledge User. I have provided the user with Modify All access on knowledge. I have created a data category and included ...
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0answers
20 views

Maintenance Plan to Work Order Field Mapping

Is there any way to customize the field mapping for Work Orders that are generated via Maintenance Plans much in the way that one can map fields between Leads and Accounts/Contacts/Opportunities? For ...
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1answer
48 views

Customer's response is not getting attached to case [closed]

I have a scenario, where when case is created and auto-generated email is sent to customer that our agent will get back to in some time. Now if customer replies to email , those emails are not coming ...
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0answers
192 views

Available edits to Work Order Overview FSL mobile

I am attempting to make edits to what Salesforce refers to as the "work order carousel" on FSL mobile. Particularly the Work Order Overview layout. I would like to edit the Service Appointment card ...
0
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1answer
163 views

Embedded Service Live Chat : HTMLEncoded Chat Text on Client

We have implemented the Embedded Service Live Chat. into a .NET MVC application using the Snap-In javascript. When the client receives a response with various special characters (apostrophes, less ...
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0answers
15 views

View my cases and all new cases (other owner)

as an agent I need to see the tickets I managed (the owner is me) and also the new tickets (other owner). I tried to filter in the lists of views but it doesn't allow me to do what I want. Any ...
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1answer
90 views

How can external object's field searchable in Global search

I have analyzed it and also enable 'allow search' on external object and also enable 'allow search' on external data source.
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0answers
32 views

Service Cloud not able to configure in CPQ

Actually, I'm facing one problem last few days, I have opened an Sfdc cpq trailhead org for three months. But there I want to enable Service contract for cpq. I have already followed a few steps from ...
0
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1answer
265 views

Omni Channel Skilled based routing

I have implemented the functionality defined here: https://help.salesforce.com/articleView?id=omnichannel_skills_based_routing_setup.htm&type=5 By default my service channel is LiveAgent. So, I ...
0
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1answer
41 views

Add new Case Comment through Email

Is it possible to add email response as new case comment? When an internal user comment on the case the customer receives an email. I want that When the customer replies to that case comment email, a ...
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1answer
328 views

Not able to Create Quick Action on Service Contract object

Not able to create lightning quick action on standard Service Contract object. Does anybody has some information on it?
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0answers
93 views

Auto Select Email Template Apex Class not selecting template automatically.

I had a use case where we want to select an email template automatically, It needs to be either an HTML ( with a letterhead) or in worst case a custom email template (without a letterhead). I've ...
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0answers
204 views

Time Sheet in Field Service Lightning

I am pretty about use of TimeSheet in Field Service Lightning, am not sure who will create this record and manage this. Ideally this should be enter by mobile resource but i read somewhere that this ...
2
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0answers
585 views

Einstein Bots preview issue

I can't get Einstein Bot running on my Developer org. I followed this instructions http://deepikamatam.blogspot.com/2018/07/einstein-bot-creation-step-by-step.html I saw this issue Why is it that ...
0
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1answer
25 views

Service Console Component at the top instead of the footer

I have implemented a customized external search component for the Service Console and I added this VisualForce page to the console using the Choose Console Components from the Console itself in Create ...
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2answers
351 views

Is there any way to query all presence status using Apex?

I have a requirement where I need to change the Omni channel agent status from available to busy. I am doing this Using Omni channel toolkit where I need to pass id of busy status. I don't want to ...
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0answers
95 views

Unable to use knowledge and cases with guest access after Service SDK update to 212.0.x for iOS

I am unable to use Knowledge and Cases after updating the iOS Service SDK from 210 to 212.0.x/iOS on both my dev SF account and a client's SF account. Both accounts work as expected on the previous ...
1
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0answers
137 views

Where is Omni Channel Presence Status busy stored in schema

Anyone know where the "busy" flag that is checked when creating a new Omni-Channel presence status is stored? There is no field in ServicePresenceStatus. There is an IsAway flag in UserServicePresence ...
1
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1answer
3k views

Lightning service console refresh tab

We are trying to refresh a parent tab after an action is taken using the JavaScript API for lightning service console. Here is the controller code: var workspaceAPI = component.find("workspace"); ...
0
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1answer
390 views

Override New button of Case is not effecting in Lightning Service Console

Overriding New standard button of Case object with a Visualforce page. On landing VF page we are checking 2 recordtypes : If RT 1 then launch a New Case Create Lightning App If RT 2 then redirect to ...
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1answer
1k views

How to display Mile stone tracker in record detail page

we are going to setup entitlement process in our org.we created templates as well as Entitlement and milestones. But now as per standard we are able to display milestone tracker in case feed page. ...
2
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1answer
179 views

Closing case subtab under chat

In the service console, when an agent receives a chat request, case is opened and chat display on the left panel(picture attached below). I want to close the case subtab, that is under chat primarytab,...
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3answers
2k views

Marketing Cloud Triggered Send

I'm running into several problems about Triggered Send in Marketing Cloud. I connected my Marketing Cloud with Service Cloud Sandbox and now I'm trying to configure Triggered Send in order to send ...
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1answer
1k views

Steps to consume REST web service outside salesforce and within salesforce

I created a REST web service as below: @RestResource(urlMapping='/v1/accounts/*') global with sharing class REST_Account_Service_V1{ @HttpGet global static Account doGet(){ ...
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1answer
238 views

Steps to consume web service outside salesforce and within salesforce

I created a web service in salesforce as below: global class HelloWorldWebService{ webService static string sayHello(){ return 'Hello World'; } } I can consume wsdl file of this ...
2
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1answer
820 views

How to consume REST service created in salesforce

I created a rest service in salesforce as below: @RestResource(urlMapping='/v1/accounts/*') global with sharing class REST_Account_Service_V1{ @HttpGet global static Account doGet(){ ...
0
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1answer
200 views

Web to case form fields pre-populated from another page

We have a Web to case form implemented in the force.com sites. This form has is being triggered from another VF page, with some parameters. One of the parameters holds the Id to another object from ...
1
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0answers
38 views

SOQL queries directly in code base - without services [closed]

I would ask what You think about pure SOQL queries in code base, without boxing all of the into services? What are the advantages of using them directly in code, or maybe why I should avoid that? ...
0
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1answer
36 views

Help with VF page RemoteAction getting a List into a Set for update on SObject

I have custom VF page styled with JS. The list of Ids is passed from the VF page based on what the user selects. The List is converted to a Set and The Service method should take the incoming Ids ...
1
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0answers
44 views

Prevent customer portal users from owning cases?

In our org we only want our support agents owning cases. There have been mistakes where people have set customers to be the owners of cases, which causes problems. I'm trying to find a way to prevent ...
0
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1answer
547 views

Avoid reassigning owner in the case

We have active assignment rule in our organization to assign the case to queue. Assignment rule is, Whenever case matches this rule it gets assigned to particular queue. But when changed the case ...
0
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1answer
743 views

Error in Field Service Book Appointment

I have assigned a user "FSL Dispatcher" profile and trying to Book an Appointment via that user but on clicking on "Get Appointments" i am getting attempt to dereference a null object error. Am i ...
0
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1answer
737 views

Sales Cloud or Service Cloud

This may be a very basic question but once I login to an org how do I determine if it's on Sales or Service Cloud? Items checked - In Company Information , Service Cloud licenses are there .
4
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1answer
2k views

Trying to rewrite Milestone target date to Case field

In our company we work on cases. Cases have milestones, based on Entitlements. Entitlements are based on Entitlement Processes (EP). EPs define target dates for each milestones. One of the milestones ...
2
votes
1answer
224 views

Adding fields to the new contact option when part of a lookup on a custom console layout

Hi, I have created a custom console within service cloud and set the 'Contact Role' as one of the components using a lookup to contact name, This works fine and allows me to create a new user from ...
1
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6answers
2k views

How to fix TLS1.0 issue while connecting from Informatica

We are getting below error while connecting from Informatica. What is the workaround to solve the problem? Did anyone face the issue. Error while calling web service operation: login, error was: [...
1
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0answers
295 views

Redirect from Visualforce to Service console

I have a quick Action button which is overridden with vf page on Case feed. Once I fill all the information and click Submit, it gets redirected to standard case feed record page instead of staying on ...
1
vote
1answer
3k views

Service Cloud User and Feature License

Can someone explain the use case behind using a "Sales Cloud License" plus a "Feature License" by ticking the "Service Cloud User" under the user account VS simply buying a "Service Cloud License"? ...
2
votes
1answer
400 views

In the Service cloud console the home tabs for objects are displayed differently

We have observed some UI changes to the service cloud console especially with the home tabs of the objects with regards to the list views and buttons . The list views and buttons are following the ...
0
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1answer
180 views

Email handler bulk/concurrency issue

I have an email handler class which takes failure notification emails from a payment gateway and updates the relevant records in Salesforce accordingly. The payment gateway sends these emails in an ...
0
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0answers
244 views

BCC Support Address not showing up in debug logs in Salesforce

I setup Email to case in my Salesforce Org with two emails. I need to filter to which email the customer replied and handle this in logic accordingly. So i sent an email to one of the two emails ...
1
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1answer
2k 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 ...