Questions tagged [service-cloud-console]

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

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20 views

How to avoid routed case for specific user in salesforce?

I have requirement to routed case. Which is working fine. I have setup skill based routing case. I have assigned skill to relevant user so, they can pick the case from the routing channel to work on ...
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16 views

Migrating from Zendesk to Service Cloud - Rich Text Private/Internal Notes?

We are long time Zendesk Users and are working to migrate to Service Cloud. In Zendesk there are basically 2 types of Ticket Notes/Comments Public Reply - shared with Customer Internal Note - shared ...
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35 views

Edit fields on the “Case Details” Related Record Component

Where can I edit the fields displayed on the Case Details Related Record in the Case Lightning App? Also is there a limit to the number of fields?
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24 views

Salesforce Issues

We have a Lightning flow(CSR Log Flow) populated as a custom tab in service console app. When I navigate to record page(CSR Call Logs) in the middle of the flow and come back, flow is restarting. Is ...
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16 views

Prevent Agent from ending chat session

Is there a way to prevent an agent from ending a chat session? Use Case: Agent is chatting with customer in Live Chat, and hits the end chat button. There are fields on the case object that the ...
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16 views

Classic Service Console Feed-based Layout w/ VF standard button override - on save(), displays feed tab, not detail tab

TL;DR Feed-based layout in Service Console displays feed tab (rather than Details tab) after clicking Save on a VF override of standard Edit button page. Chrome only. Details Given a trivial VF page &...
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21 views

Test Class Method issue with Dispatcher Console Bulk Custom Action

I have created a Assigned Custom Action on Dispatcher Console. Follwing is my code. global class AssignServiceAppointmentsGFS implements FSL.CustomGanttServiceAppointmentAction { global String ...
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1answer
39 views

How can I enable my agents to see who else is on live chat and the size of the chat queue?

Our service team leaders use Omni Supervisor extensively. However, they're wondering if there's a way to provide some of the visibility to agents - specifically, the status of other agents and the ...
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2answers
53 views

Change transcription name value for service console

How can we change the chat transcription tab name to a more useful information (such as the visitor email or any other related custom field)? The agents might find it challenging to find the proper ...
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33 views

Additional branding - Salesforce live chat when using app SDK (customising labels)

Within an embedded service deployment, it's possible to change certain text that appears in the live chat front-end button widget within the Salesforce UI as follows: These elements appear to update ...
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40 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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33 views

Knowledge sidebar panel on case - which settings controls the fields to be displayed?

So I have added the knowledge panel sidebar into case according to this article - https://trailhead.salesforce.com/en/content/learn/projects/set-up-salesforce-knowledge/manage-cases-using-articles. ...
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28 views

How to update Omnichannel Status on Case tab closure

Is there a way to update Omnichannel Status when we close the case tab or AgentWork is closed? I could find out that getServicePresenceStatusId and setServicePresenceStatus methods are only accessible ...
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1answer
47 views

Omnichannel supervisor is only showing the agents when they are online

I want an ability in omnichannel supervisor to see all the agents irrespective of their presence status. Currently I see only in omnichannel supervisor when the agents are online. Is this desired ...
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1answer
16 views

New Email-To-Case forwarding rules due to winter update?

I created an email-to-case routing address. It generated an email service address as seen below: company@2pi5gutw5ily4pqew3jiu5s5tnopsjngn3pzxv64x6py.4x-3wk2ieaq.na150.case.salesforce.com Do we need ...
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99 views

FIle Transfer in Chat (Einstein Bot)

when i am requesting file from the visitor using einstein bot the user uploads a file under 5mb but it does not show up in the agent chat it shows waiting for visitor.attaching what i am seeing.what ...
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1answer
121 views

Case Time Tracking in Service Cloud - Is it possible?

We are considering using Service Cloud in my company and I was not able to find straight forward answer on one question. Does SF Service Cloud has an option which would allow my agents to record time ...
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11 views

Service Console Tab label showing “Loading…” i VFP launch from button

I have a visualforce page that is launched from a button on in a service console app. The page is rendered as a pdf and opens in a new tab, but that new tab forever stays as loading, confusing end ...
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51 views

Huge number of missed chats

My org runs an embedded service deployment for live chat. We're seeing enormous numbers of missed chats (thousands per month) and we're struggling to understand why. Missed chats are also being ...
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1answer
28 views

Salesforce Console Aura component, Looking for option to open multiple tab within same console window

I have one Aura component which has button, I need to open few urls (for time being take it as hardcoded url as Google, Ping , Facebook) within sale console window adjacent to each other. I want that ...
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24 views

Event Log Monitoring - Are user tabs in the service console trackable?

We have noticed some spikes in APIs and internal applications around the same time each morning (start of business). When we investigated and logged in as a few users, we saw some that had dozens of ...
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5 views

For Live Chat: when an agent goes idle can you set up a time limit for the customer to wait before they are transferred to another agent?

Is there a possibility to set a time if an agent goes idle for 10 min (how to set that idle time?) and then be able to transfer the chat to another agent who is active instead of end the chat?
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16 views

apex:emailPublisher for Lightning experience

One of our customer is moving from the old classic service console to the new Lightning experience console. In the old console, they are using a custom VF page using apex:emailPublisher component for ...
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10 views

Calling an event from the Chatter publisher component

In Service console, we have a custom Lightning component, and below it we have the OOTB Chatter publisher component. There is a requirement that after sending an email, we want to refresh the custom ...
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11 views

Hiding sections of email component

There is a requirement where the agents will be using service console to manage the case records. To support the requirement, I have added the Chatter Publisher component in the Lightning page. I have ...
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12 views

Bot transferring to an agent with saved variable that either creates contact and case or creates case and links to contact

I have a bot. I don't really want a Pre-chat form but before transferring the customer to an agent I ask the customer first name, last name and email address. I would like to use the stored info ...
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1answer
497 views

Service Cloud - dealing with automatic/out-of-office replies for cases

We currently have cases auto-assigned to agents with queue-based routing, with customer replies to cases automatically reopening cases and putting them back in the original queue, so they get assigned ...
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1answer
150 views

Open Popup in Active tab of service console

My this question is in extension of this. My client want to show Popup instead of in Utility Bar. Our users work on multiple accounts in the service console. based on this issue if the condition ...
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14 views

How to embed external web components inside of the Salesforce Service Cloud console?

I have a use case where the client wants to use existing React web components to display data from Salesforce objects. Specifically, data from User, Contact, Case, and custom objects. I am wondering ...
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66 views

Accept custom object record in Salesforce from Queue using Accept button

Accept button is not available when a custom object record's owner is changed to a Queue so that user can accept that record and become its owner. For standard case object it is available and visible. ...
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89 views

Set list view filters from lwc button

I have created a LWC button on case record to navigate to the knowledge related list. How can I set the filters of this list view while navigation using code? The parameters are the field values in ...
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1answer
712 views

Browser notifications for omni channel chats in Lightning Experience

Is this possible using settings available in the UI or does this require a custom component to be created? I imagine many have this issue, whereby unless the service agent spends all their time in the ...
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17 views

Lightning Datatable : Winter 21 update : Url attribute in datatable columns are reloading the complete datatable

We have developed a Service console application and we have used lightning datatable in many instances. In Service console, before the Win21 release, If we used to click on the hyperlink, the table ...
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1answer
182 views

Company logo not showing up at top left of sales app

I have uploaded a new company logo for sales app in lightning app builder, the logo is only visible to system admin profile user but it's not visibling to a custom profile user.
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88 views

Chat case assignment based on the previous case owner. Omnichannel

To increase the experience of our chat users we would like to redirect always the same consumer to the same service agent (in case it is available and with capacity), doing that the consumer can ...
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44 views

Service Cases: Email Quick Action Button/Tab Not Showing Up

I have read a lot of documentation on this, and feel like there's something simple that I am missing that is not allowing the email quick action button/tab to show up on my service case feeds. My ...
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40 views

Options to track User clicks on Service Console -Standard Components-

Is there any way to track how many clicks and in which components (standard ones) the agent is clicking using the Service Console? We have the complete Salesforce Shield license, including event ...
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1answer
356 views

How do I add a terms and conditions checkbox to the pre-chat form for Salesforce Live Chat?

We have used the embed code from the embedded service deployment to successfully run Live Chat on our website. We also have been able to pre-populate the pre-chat form fields. However, we'd like to ...
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76 views

Mobile Flow in FSL

I have created a Flow & Flow type is Field Service Mobile Flow. Which is having in action to update service appointment status and I have also created App Extention in Field Service Mobile Setting ...
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1answer
225 views

Embedded Service API scripting help for Salesforce Chat

I have setup Embedded Chats for Sales flow So new chats will be linked to Leads I am using Embedded Service API for overriding this behavior to implement my usecase My use case - When a new request ...
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17 views

Lightning Quick Actions Buffering Issue on Component

I am using Case Quick Actions layout on Case Page. Here as it can be seen, Product is RENT. But when I click on inline Edit for any one of the fields in the layout, the value of Product becomes blank....
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124 views

Backspace key is not working for lightning-input type=“date” field in service console

We have created lightning web component and embedded to visualforce page using lightning-out, this VF page we are using in service console app. If we preview VF page other than console app, then ...
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1answer
273 views

How can I use sforce.console.cti methods in an aura component?

I am looking to build a softphone on lightning. I see that there are several powerful methods of console API that are only available in Classic. But I need the same methods for Lightning in my aura ...
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1answer
314 views

What is the actual openCti resource to be used for a custom softphone implementation?

I am creating a custom softphone, and am using the below resources: <script type="text/javascript" src="/support/api/38.0/lightning/opencti.js"></script> <script src=...
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40 views

community 360 component on chat transcript

I would like to have community 360 component on chat transcript lightning page. Is that possible? If not is there any special license that Salesforce provides for doing so?
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1answer
154 views

Not found Error when calling Salesforce Rest API for creating/fetching a Case number from Service Console

I am tying to use Salesforce Service console to fetch Cases/ Tickets via Rest API in my Node JS application. I created a an Authorization API which will provide me with the Session Id. Below is the ...
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1answer
392 views

EmailMessage Storage Issue [closed]

Currently we are facing storage issue in org production. It is reached to 90%. Most of the storage is consumed by emailmessage. We looking different solutions. We are planning to extract the ...
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1answer
453 views

Unable to set custom field value on the chat transcript object from pre-chat using Embedded Service

I am using an embedded service deployment to show a chat window on a publicly hosted webpage. This chat has a pre-chat form configured where I take in the contact details. I want to input some ...
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0answers
17 views

“Methods for Lightning Experience” working in the Service Console but not in the Sales Console

I have embedded a custom lightning component on the record page of "Case". When I use the "Methods of Navigation Items" and "Methods for Workspace Tabs and Subtabs" within the "Methods for Lightning ...
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1answer
87 views

HTML in Email Signature not displaying properly

I wrote out the email signature in HTML to meet our company's branding. Inside of a .html file the code renders really nicely. As soon as I put this into the my email signature inside of Salesforce, ...

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