Questions tagged [service]
The service tag has no usage guidance.
64
questions
0
votes
1answer
13 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 ...
1
vote
2answers
34 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 ...
0
votes
2answers
25 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 ...
0
votes
1answer
11 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.
0
votes
0answers
7 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 ...
0
votes
0answers
19 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 ...
-1
votes
1answer
28 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 ...
1
vote
0answers
115 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
votes
1answer
139 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 ...
0
votes
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 ...
0
votes
1answer
64 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.
0
votes
0answers
30 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
votes
0answers
23 views
sforce.console.getPageInfo() is returning the details of the previous VF page in Service Cloud Console
We are currently facing an issue with the sforce.console.getPageInfo() function.
We have a bunch of buttons that use VF page for the create record form. When a record is saved successfully, the page ...
0
votes
1answer
219 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
votes
1answer
40 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 ...
0
votes
1answer
315 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?
1
vote
0answers
76 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 ...
1
vote
0answers
197 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 ...
1
vote
0answers
518 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
votes
1answer
23 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 ...
0
votes
2answers
296 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 ...
1
vote
0answers
93 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
vote
0answers
125 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
vote
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
votes
1answer
361 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 ...
0
votes
1answer
935 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
votes
1answer
171 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,...
0
votes
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 ...
0
votes
1answer
931 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(){
...
0
votes
1answer
210 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
votes
1answer
812 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
votes
1answer
182 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
vote
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
votes
1answer
35 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
vote
0answers
40 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
votes
1answer
490 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
votes
1answer
675 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
votes
1answer
656 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
votes
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
217 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
vote
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
vote
0answers
294 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
398 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
votes
1answer
172 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
votes
0answers
239 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
vote
1answer
441 views
Creating a new contact directly from Side Panel of Service Cloud Console
according to this release note from SF it should now be possible to create a new contact and assign it to the case right from the side panel of the service cloud console. I followed all the steps, but ...
1
vote
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 ...
0
votes
3answers
422 views
how to implement the code in service layer
where to do the code for dynamic SOQL , error handling, fail-over intimate mechanism, log mechanism in this apex service layer
pls advise
2
votes
1answer
3k views
Cannot Set LoginResult.serverUrl - UNKNOWN_EXCEPTION: Destination URL not reset. The URL returned from login must be set in the SforceService
I've been successfully using integrations to the SFDC using c# solution. So far I added the web reference and used it without any issues. But then I started add the Service Refference, by downloading ...
