Questions tagged [service]

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How to block bad/sensitive photos sent by customers through messaging / chat in salesforce [closed]

Tried using Sensitive Data Rules but did not work. https://help.salesforce.com/s/articleView?id=sf.messaging_block_sensitive_data.htm&type=5
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Can we violate a milestone associated with a case in test class?

We are trying to perform a logic in future method of case trigger when a particular milestone is violated. The same method is not covered in test class. when we try to violate the milestone in test ...
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26 views

Is there a way to hide Milestone header from milestone tracker

I want to hide "Milestone" header from Milestone time tracker .Is there a way to do it .
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How to constrain field service resources to enter Product Items while they take parts from Warehouse

Scope : To force field service resources to enter product items in a salesforce while they pick up parts from salesforce. Business Requirements : 1.) We are trying to implement field service inventory ...
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3 votes
1 answer
251 views

Einstein Bot to Auto End Session if Idle

I'm currently using Einstein Bots to make the user interact with the bot through Slack. Is there a way to make an Einstein Bot automatically end the chat session if customer is idle, or end the ...
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1 answer
33 views

Visitor Name in Einstein Bot welcome dialog

Hi I'm working with einstein bot for user to be able to chat to the bot thru slack, without any pre-chat form, user can just type anything and bot will response with welcome dialog. I'm trying to make ...
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23 views

Flow, External services and interview size

I'm trying to achieve the following: Update multiple records in SF with external data The data is available for each record via a web service The data needs to be updated regularly/automatically The ...
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27 views

AdvancedGapMatrix - resourceIDToScheduleData NullPointerException

I'm trying to create a new class that check for available slots of time according to ServiceAppointment for a Service Resource. I decided to use FLS Standard methods. My code is: private static ...
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10 views

Show knowledge base articles or information window when chat is offline

How can we show knowledge base articles when there are no agents available to chat or at least an information window that links to the FAQ? Instead of an offline form which is what's currently ...
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20 views

query to count waiting in an OmniChannel queue DON'T WORKS

in the queue have five users waiting, but the query doesn't work, WHY?
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1 answer
51 views

PATCH request using LocalServiceRegistry

I have a scenario where if the customer updates his/her profile in SFCC, then that customer has to be updated in the Salesforce Account object using a PATCH call. I was planning to use to the ...
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25 views

Message Agent Off don't show in Messaging Channel

I have a bot, and this bot is active in two channels, chat, and WhatsApp. When the user wants to transfer to an agent and doesn't have an agent available must show a message warning. In the chat, this ...
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11 views

Why can't one user see Service Resources, but others can? (Same Profile and Perm Sets)

I'm in an org where a user is claiming that they no longer see any Service Resource records (in an 'All Service Resources' list view), and they used to previously. I've compared this user's Profile ...
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1 answer
177 views

Delete call recording and call transcript without deleting voice call record in Service Cloud Voice

We are using Service Cloud voice. We have a requirement to delete call recording and call transcript without deleting voice call record. From initial investigation, the findings are we cannot query ...
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0 answers
254 views

How to relate Opportunity Line Items to Contract LIne Items (in Service Contract)

I am quite a novice in Flow, and would like advice. My business case is to Relate Opportunity line items with Contract Line Items (in Service Contract object). When my Opportunity is closed/won with ...
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1 answer
127 views

Send Whatsapp notification message to phone field

I am trying to configure a process builder to send a whatsapp message (Digital Engagement) once the conditions are met. Although the process is executed correctly and the MessagingEndUser is created ...
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16 views

Macro Component not available in Classic Console

I'm trying to get the Macro utility available on my Cases page lay out in Salesforce Classic, but the component doesn't appear in the Console Components list. Does this component need to be custom ...
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1 answer
48 views

Unexpected token 'for' List <Case>

Good morning community! I hope your are doing well! I've got two errors in my code. Can you help me? Here is my code: public with sharing Class CaseService { public static void CloseCases(...
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1 answer
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Need 1200 users to be able to just create cases, What licence or approach need to use?

I need to migrate a legacy system that its used to log Claims (cases) and have 1200 users because theres no need for a licence in that web app. I want to migrate this web app to salesforce but I have ...
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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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1 vote
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72 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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1 answer
63 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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1 vote
2 answers
867 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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2 answers
306 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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1 vote
1 answer
387 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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-1 votes
1 answer
2k 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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3 votes
1 answer
987 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 ...
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1 answer
391 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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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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1 answer
560 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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79 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 ...
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1 answer
200 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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1 answer
453 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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1 vote
0 answers
129 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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1 vote
0 answers
248 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 ...
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2 votes
0 answers
1k 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 ...
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1 answer
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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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2 answers
2k 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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1 vote
0 answers
118 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 ...
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1 vote
0 answers
395 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 ...
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1 vote
1 answer
4k 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"); ...
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1 answer
559 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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0 votes
1 answer
2k 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. ...
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2 votes
1 answer
247 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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0 votes
3 answers
3k 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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0 votes
1 answer
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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1 answer
353 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 ...
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2 votes
1 answer
875 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(){ ...
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0 votes
1 answer
428 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 ...
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1 answer
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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 ...
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