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Questions tagged [service-cloud-console]

A Salesforce console is designed to boost productivity for users in fast-paced environments.

1
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0answers
18 views

Live Agent REST API Availability

I found the possibility to get the Availability of the Live Agent via REST API and it works fine. I noticed when I set a live agent on Online, it returns Availability: true. Nice, this is how I ...
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0answers
13 views

sforce.console fails when called from standard button override

I use this code to closeTab from Visualforce in Lightning Experience: function closeFocusedTab() { logToBrowserConsole('Executing closeFocusedTab function'); sforce.console....
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1answer
111 views

OpenSubtab throws error when embedding a VF page in lightning component

Javascript on VF page: function openInSubtab(asd, asdf) { sforce.console.getEnclosingPrimaryTabId(function (r) { callBackopenTab(r, asd, asdf); }); } ...
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0answers
19 views

We have knowledge articles as a Attachment in Classic . How do i move to the those attachment as a files in Lightning?

We have knowledge articles as an Attachment in classic. Those knowledge articles as an Attachment in Lightning as well in Salesforce which can't be used to download or send via email in lightning ...
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0answers
8 views

Brodcasting a message to all call center operators

I would like to send a customizable message to all operators that using the service cloud console. What can I implement somthing like that?
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1answer
77 views

How to deal with caseTeamMember Trigger

I have a requirement to add user to case team and need to validate that user should be skilled resource and should have specific skills otherwise do not allow to add that user to case team. I was ...
0
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1answer
79 views

How to open console tab from within a visualforce on a page layout?

Classic console. The visualforce page renders a single button that passes an valueto another visualforce page to launch an existing process that the client does not want to be modified. This code ...
0
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1answer
146 views

Opening subtab with Lightning Component from Visualforce

I include a Visualforce in the lightning record page of Account and I would like to open new subtab in the same service console with a lightning component. Is it possible to do that? If so, how?
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0answers
156 views

Snap-ins Pre-Chat - Case is not created when no “Subject” is given

I use Snap-Ins chat with a Pre-Chat form to connect an external site with Salesforce Service Console which uses Omni-Channel chat. From the user side: I fill the prechat form only with first and ...
3
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2answers
164 views

OverlayLibrary Popovers Glitching With Focusable Element

I created a component that displays a list of related records. When the user hovers over a record, a popover is opened showing a preview of the record using the lightning:overlayLibrary component. The ...
1
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0answers
50 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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0answers
196 views

Trying to get Guided Action Flow Progress Indicator working!

Trying to get Guided Action Flow Progress Indicator working! I have a flow with three screens and three stage: Name DOB Address Guided Actions Cmp shows the progress path, however moving between ...
0
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1answer
49 views

Exception during handling of messages Unrecognized advice action handshake

I am getting following error message while using cometd library "Exception during handling of messages Unrecognized advice action handshake". The thing which I want to achieve is listening of platform ...
0
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1answer
147 views

Entitlement / Milestone field update doesn't trigger Process Builders

We have setup an Entitlement Process in our org which upon hitting milestones performs a number of field updates on the Case record. These checkboxes correctly update when the milestone is hit, ...
0
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1answer
148 views

Lightning Tile Link Refreshes Console

I have a lightning component that's display search results using lightning:tile, which has an href parameter (no onclick). The component is on the account page in the service console (lightning view) ...
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0answers
17 views

Service Console - Quick Action VF Page Refresh after standard Save or Save from Global Actions

In the Service Console (Classic), we have multiple Quick Actions on the Case, one of them is a VF page that updates the Case. When the User uses other Global Actions (standard), to update a Case, the ...
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0answers
23 views

Javascript Alert disappears from the visualforce page

we have a pop-up in live agent console. Basically we have a visualforce page on top of third-party live agent console. it will pop up along with a sound when a call comes in. In the last couple of ...
1
vote
1answer
56 views

How to Open LinkPost URL in SubTab Console?

I am able to create LinkPost feed item in case console: //Adding a Link post FeedItem post = new FeedItem(); post.ParentId = cId; //case id post.Body = 'Enter post text here'; post.LinkUrl = '/' + ...
0
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1answer
119 views

Is it possible to use LiveMessage in Service Console?

We are using LiveMessage app in Salesforce with omni Channel. Is it possible to use it in lighting Service Console ? Our Issue is related to FB messages. We are getting notification of new ...
1
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1answer
45 views

Lightning Component with Application Event - Multiple Instances Being Updated

I think I have a grasp on the difference of COMPONENT and APPLICATION level events, and how to use them - however, I am running into a situation I cant get around. Lightning App configured Lightning ...
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0answers
47 views

lightning:conversationAgentSend not working, as well infinite loop posting multiple message

I'm currently trying to use lightning:conversationAgentSend, https://developer.salesforce.com/docs/atlas.en-us.api_console.meta/api_console/sforce_api_console_events_liveagent_conversationagentsend....
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0answers
14 views

push notification for service cloud not working for lookup fields

I have configured 'Push notifications' for a servcice cloud console app I have configured them as below Choose How Detail Pages Refresh: - Automatically Refresh 1)The detail page automatically ...
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0answers
13 views

emailpublisher fromEmailAddress Display Name

I have made a custom email publisher on case and based on Record Type, i am populating different email address from Custom Labels in fromEmailAddress. I want to display a friendly name. Say instead ...
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0answers
27 views

Refreshing the Visualforce Page SubTab: Salesforce Console

Here's the flow: User clicks on a Case record which open in a Primary Tab. User clicks on a button on case detail page, which will open a subtab1 containing visualforce Page. User clicks on a button ...
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1answer
96 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
51 views

Live Agent Preview of Chat before Agent Accepts the chat in Omni Channel Lightning

I know that in Salesforce Classic when an agent gets a new live agent request, they can hover over the request to see a preview before the agent accepts the request. I was wondering if I can do this ...
0
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1answer
365 views

User unable to take/Change ownership by clicking CHANGE OWNER of Queue cases to themselves from Service console

I have have gone through below of SF documents before post this, But none of them was helped me. https://help.salesforce.com/articleView?id=000181190&type=1 https://help.salesforce.com/...
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1answer
23 views

Sys admin logging in as Integration user and creating accounts. Should you see the integration user be the account owner

If I have a sys admin logging on as an integration user and creating accounts. Shouldn't the integration user be the account owner and not the sys admin. Does SF look at the IP address when a user ...
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0answers
24 views

Summer 18 release - Case Comments added by customer users are erring with “insufficient access rights on cross-reference id”

After summer 18 release, our external users are not able to add case comments. They get "insufficient access rights on cross-reference id" The internal users are able to add case comment without any ...
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0answers
41 views

How to change the Case tab title to the SUBJECT instead of the CASE NUMBER in Lightning(Service Cloud)?

Change the Case tabs to the Subject instead of the Case Number in Lightning(Service Cloud) Is there a configuration way to achieve this , if not how to do it using customization.
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0answers
191 views

Override case/contact creation using snap-ins and prechat settings

Due to one requirement, I need to override the default case/contact creation using snap-ins prechat and set this value. I think that I can set the override my values (contact ID and Case Number) ...
0
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0answers
139 views

open lightning action in subtab

I'm actually using the service console, and I saw that if I set my account as the main tab, I can open an account, and each related record that i open , will open as subtabs. This is very good, fine. ...
0
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1answer
131 views

Queue owned cases report, show only member queue cases

How can I create a report which only shows cases owned by queues in which the current user is member. eg: Case1, owner: queue1 Case2, owner: queue2 User1 is member of queue1 and queue2, User2 is ...
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1answer
29 views

Email Segmentation in Service Console

Agents in our Service Console are experiencing productivity issues due to the appending of emails in all blocks throughout the conversation. For example: Each block should contain one and only one ...
0
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1answer
41 views

Can I create a report that identifies all cases an agent owned or modified throughout a week?

I would like to create a report in Lightning that identifies all of the cases that a service agent "touched" in the prior week. I'm trying to use the case history field "last edited by," and use the ...
3
votes
1answer
749 views

Lightning QuickAction background color change

On Case object, i have a quick Action "Assign Case" which looks as follows markup looks like this <aura:component implements="force:lightningQuickAction,force:hasRecordId" controller="...
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0answers
13 views

Append text as first line to all outgoing mail in Service Cloud

While exchanging mail from Desk.com, 'Type your response ABOVE THIS LINE to reply' is appended automatically to the message sent. How can I replicate the same with Service Cloud? Thanks.
2
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1answer
309 views

Split view customization

Is there any way to add action checkboxes in this split view ? Like this one: Is it possible ?
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0answers
12 views

Bifurcate emails sent to the customer and to the internal team on cases - Service Cloud

We are implementing a call center in Salesforce, and We have a scenario where we need to bifurcate the email communications sent to the Customer and to the internal team on Cases to avoid confusion. ...
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0answers
33 views

Do we have any substitute of “sforce.console.addEventListener” in Lightning Console Apis.

Please let me know if we can create any custom event in lightning like this. As of now they support few standard events but not sure if we have way to write custom events as well. "https://developer....
0
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2answers
50 views

For multiple Lightning Consoles, is there a way to create list views unique to each console?

Have a business requirement for 2 Lightning Service Consoles (apps), one for each business line (professional and consumer). Each business line has it's own service department, though a handful of ...
0
votes
1answer
99 views

Including “isdtp” URL parameter will make sforce.console.isInConsole() return TRUE

I found this funny "issue" the other day and I want to share it here. It's maybe a good reminder why we shouldn't use "hacks" that Salesforce doesn't support. Let's say you have a Visualforce page ...
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0answers
20 views

Interaction with Custom Case Quick Actions

I am able to interact and send the email on Case.Email using template Id. Sfdc.canvas.publisher.publish({name: 'publisher.selectAction', payload: { actionName: 'Case.Email'}}); Sfdc....
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0answers
21 views

List View field is not visible for service cloud user in Lightning

I have created listview for Account object in lightning service cloud app. In that list view there is owner name field which i am not able to see when i logged in service cloud user but it is visible ...
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0answers
31 views

Cannot refresh page

I have the following issue. For the first time my name is blank, when I click on the button, it entered in the if condition and update the value of the name. Normally, if we click a second name = ...
0
votes
1answer
29 views

Using template in emailFields payload in publisher.setActionInputValues

I am not able to send the email on Case.Email using template Id. Sfdc.canvas.publisher.publish({name: 'publisher.selectAction', payload: { actionName: 'Case.Email'}}); Sfdc.canvas....
0
votes
1answer
214 views

Service cloud console: refresh custom console component when moving to different subtab

As per my understanding, custom console component(VF page) at footer, loads after parent window get loaded. So on load Javascript funtions, in custom console component can only work on load/refresh of ...
1
vote
2answers
485 views

How to focus an already opened but not focused tab in Service Console?

I would like to open a tab of a Contact in a Service Console: sforce.console.openPrimaryTab(null, CONTACT_ID, true); I can't make it though when it's already opened. I receive an error in browser's ...
0
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1answer
244 views

How to stop recurrence milestone in apex

Hi I am using sequential milestone in our project. We also have initial response and resolution time milestones working on case. Sequential milestone we used to send an update to the customer between ...
1
vote
0answers
74 views

Email send through apex trigger are not showing in case feed at case console

I am sending an email message to the case contact after creating the case. I am sending this Email through apex trigger.But this email message is not shown in console case feed. I am sending another ...