Questions tagged [service]

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Automated Call Routing on Service Cloud Salesforce

Guys I have a scenario where I am facing isssue , since not all auto calls are routed to available agent, but stick with the same opportunity & User , it will wait only for that user to be ...
SA RA's user avatar
  • 1
-1 votes
0 answers
23 views

Case List View Button - Standard & Override Buttons

I have 2 BU's that use same org for Case management. One requires a Custom New Case button for specific reasons, and the other one only requires the standard button. An override is configured for the ...
Paul F's user avatar
  • 9
-2 votes
0 answers
44 views

How can i use personContactId on the campaignMember contactid

How can i use personContactId on the campaignMember contactid? I am trying to create a marketing salesforce cross campaign to Salesforce Service and i need to create a Personal Account instead of a ...
Angelo Rigo's user avatar
0 votes
1 answer
39 views

Record types, with their corresponding reason and subreasons

I am new to Salesforce Service, I would like to generate a report or a SOQL query to retrieve all record types, with their corresponding reason and subreasons. All the queues with notification steps ...
Ângelo Rigo's user avatar
0 votes
0 answers
41 views

Scalable way to report on business hours for standard and custom objects

Hello fellow trailblazers! I am currently stuck with a requirement to create reports on how much time a case/work order and custom object spent on a particular status in business hours. Our initial ...
Pedro Távora Santos's user avatar
1 vote
1 answer
4k views

How to check if the Salesforce org is using "Salesforce Express Connect"?

I wanted to know if there is any way in Salesforce to check if "Salesforce Express Connect" is being used. Currently, I am not sure if we can check anywhere in Salesforce org to confirm if &...
user36778's user avatar
  • 634
0 votes
1 answer
87 views

Issue with Email Action on object and related to Pre-defined fields

I have a 2 email action on the case object and for both of them I have "To Address" pre-defined but sending an email from the 1 email action then it is populating the correct "To ...
Rajat Khatri's user avatar
0 votes
0 answers
46 views

conversationToolkitAPI events not available in pop-up

Im using aura component that leverage conversationToolkitAPI to listen to messages in service chat and it works well when component is added to page or utility bar. But when component is in utility ...
Kamil M's user avatar
0 votes
1 answer
919 views

How to pass Einstein Bot 'Snippet File Script' to external websites (other than salesforce communities)

I have created an Einstein chat bot and hosted it on Salesforce communities along with the 'snippet script'. By using it, I'm mapping the pre chat fields with the Contact & Case objects and ...
Rv1's user avatar
  • 744
0 votes
0 answers
317 views

setSaveAsActivity false is not creating an EmailMessage record

I have a scenario where I need to hide some email notification (For example only on the custom Case Resolved notification) to the Case feed. I found that the setSaveAsActivity false will not show the ...
Hariprasath's user avatar
0 votes
1 answer
67 views

Validation Rule Syntax error missing - Formula

I have created the below validation rule but when saving it shows Error: Syntax error. Found ')' Can someone help me identify what I am missing OR( AND( $User.Full_Name__c <> "Case Guest ...
Amanda Green's user avatar
0 votes
1 answer
111 views

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
Naveen's user avatar
  • 1
0 votes
2 answers
225 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 .
user75937's user avatar
  • 299
3 votes
1 answer
2k 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 ...
Arief Gunawan Tjiptorahardja's user avatar
0 votes
1 answer
555 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 ...
Arief Gunawan Tjiptorahardja's user avatar
0 votes
0 answers
355 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?
Arthur Almeida's user avatar
0 votes
1 answer
247 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 ...
Code_Ninja's user avatar
2 votes
1 answer
840 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 ...
Shiva Achukatla's user avatar
0 votes
0 answers
862 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 ...
Pauline O's user avatar
0 votes
1 answer
359 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 ...
lopez.regalado.fj's user avatar
0 votes
0 answers
38 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 ...
Esmee's user avatar
  • 1
0 votes
1 answer
109 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(...
Lucas's user avatar
  • 1
1 vote
1 answer
33 views

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 ...
Tomas Garcia Etchegaray's user avatar
0 votes
1 answer
41 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 ...
ltorruella's user avatar
1 vote
0 answers
175 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 ...
Krishna Bidwai's user avatar
0 votes
1 answer
84 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 ...
sfdc_beginner1's user avatar
2 votes
2 answers
2k 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 ...
Krishna Bidwai's user avatar
0 votes
2 answers
577 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 ...
Krishna Bidwai's user avatar
1 vote
1 answer
529 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.
Herb Williams's user avatar
-1 votes
1 answer
3k 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 ...
Prapti's user avatar
  • 1
3 votes
1 answer
2k 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 ...
S_McDonald's user avatar
0 votes
1 answer
481 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 ...
MorbidKoder's user avatar
0 votes
0 answers
53 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 ...
JScript's user avatar
  • 13
1 vote
2 answers
1k 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.
user66329's user avatar
0 votes
0 answers
107 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 ...
user50164's user avatar
1 vote
1 answer
719 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 ...
Saumya Gaikwad's user avatar
0 votes
1 answer
632 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?
Chirag Lapasia's user avatar
1 vote
0 answers
322 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 ...
Dildar Hussain's user avatar
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 ...
Mystery's user avatar
  • 155
0 votes
1 answer
108 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 ...
Andrea 's user avatar
0 votes
2 answers
3k 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 ...
Arpit Sethi's user avatar
1 vote
0 answers
126 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 ...
Groundstop's user avatar
1 vote
0 answers
757 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 ...
Tyler Carlson's user avatar
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"); ...
Mitch Spano's user avatar
  • 1,545
0 votes
1 answer
652 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 ...
Suraj Rajoria's user avatar
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. ...
Pavan tej's user avatar
  • 1,450
2 votes
1 answer
352 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,...
Mahmood's user avatar
  • 5,969
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 ...
Alessia Annella's user avatar
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(){ ...
Prakash Sajwan's user avatar
0 votes
1 answer
444 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 ...
Prakash Sajwan's user avatar