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Questions tagged [service]

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6 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
16 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
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1answer
25 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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1answer
111 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
36 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
28 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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0answers
20 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
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1answer
179 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 ...
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0answers
30 views

How is this Authentication Option called and how can I implement it?

Recently I was working within my Salesforce Sandbox and when I switched to the Sandbox version of the application, Field Service Lightning, the authentication platform below appeared. I'm interested ...
0
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1answer
37 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
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1answer
281 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
95 views

Field Service Lightning Location Tracker

I'm currently using Field Service Lightning. As a Dispatcher I would like for the travel time to be calculated depending where my technician is, or his home address. How can I make this possible? The ...
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0answers
53 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
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0answers
177 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
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0answers
435 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
21 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
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1answer
211 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
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0answers
88 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
117 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
341 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
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1answer
817 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
150 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 ...
0
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1answer
792 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
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1answer
147 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
788 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
164 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
36 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
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
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0answers
36 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
428 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
578 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
599 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
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1answer
207 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
293 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
391 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
161 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
235 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
428 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
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3answers
382 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
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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 ...
1
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0answers
127 views

Service Cloud Console Page Dispatcher not working

Use case: We redirect our service cloud agents to a custom case time-tracking object after they create a case comment or send an email. This works and has been working. We deployed the console to our ...
0
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1answer
121 views

a quick question to service cloud experts

What is the best way to access the large number of records stored in an external billing system from the salesforce console? A logical approach will be to create a custom tab type URL that displays a ...
6
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2answers
2k views

Salesforce Wsdl not valid any more

I tried today to generate a proxy with the entreprise.wsdl file (also tried with partner.wsdl) and noticed that the file was 'not valid'. When generating the proxy, everything seems to be okay, but ...