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Questions tagged [service-cloud-console]

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

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Telephony Provider settings showing error

I created a new Amazon call center with my role as admin and Clicking on Telephony Provider settings getting the error as "Insufficient Privileges You do not have the level of access necessary ...
Sk.mallika's user avatar
0 votes
0 answers
31 views

Cases with no skill set getting assigned to agent

We are working on a omnichannel requirement and assigning the skill to cases via custom invocable class. However in some of the scenarios cases which are not matching with any skill are getting ...
Marvel's user avatar
  • 17
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0 answers
560 views

Service console/Omni-channel: Unable to log you in to this app using presence status

We have enabled the service console and Omni-channel in a sandbox and configured several statusses (Online, Offline, On a break). On the first day, everything went smoothly. Everyone saw the available ...
Sander de Jong's user avatar
1 vote
0 answers
344 views

Delete or Update AgentWork record

We have implemented Omni Channel in our Salesforce system. Our implementation is complex, incorporating skill-based routing, and we create PSR records using flows and Apex. When a Case record is ...
salesforce Developer's user avatar
0 votes
1 answer
207 views

Omni Supervisor Tab - Under Agent Tab can we remove "change Status" Link

Can we deactivate or Remove the "Change status" Link anyway ? If not, Do anything have been documented anywhere in salesforce. Please share.
Avijit Das's user avatar
  • 1,416
0 votes
1 answer
431 views

Messaging Session object is not visible in Service Channel [Omni-Channel]

I am configuring Omni-Channel for messages (Whatsapp), I have connected my meta Account and whatsapp is connected and active, means if I send a message on the linked number, a messaging session record ...
Dharmin's user avatar
0 votes
0 answers
380 views

Auto Populate Account/Contact Names on new Case record

Is there a better way to auto-populate the Account and Contact fields when creating a new case directly from the Account record page/related list? I have a Screen Flow for Case creation, and I've ...
Mariana M's user avatar
0 votes
0 answers
75 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
0 answers
726 views

Chat Agent is online but the chat button on the community still shown offline

I have set up chat in our salesforce org and have configured chat button on the portal site. I have done the following things to get this enabled: Created a new queue from Service cloud (Chat with ...
Grillz's user avatar
  • 23
1 vote
0 answers
91 views

How to render n flex-cards into a service console

Once upon a time, Vlocity flex-cards could be presented in a console UI where if a customer had say 1 open case and 3 mobile phone plans, then you could dynamically present 4 flex-cards into the ...
CloudHugger's user avatar
  • 1,791
1 vote
0 answers
323 views

LWC that is Overwriting PreChat from Embedded Service Deployment Look Really Strange

I have a LWC that is overriding PreChat Form on a Embedded Service Deployment. The form functions and works great, but the LightningCombobox looks really weird inside the prechat form. I believe ...
C.Flye's user avatar
  • 23
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0 answers
222 views

Open SubTab in console from Quick Action using Aura or LWC

I am trying to open Order record page in subtab. I have quick action using lwc wraped in aura which opens as modal. In the modal there is Order link when user clicks it then it should open in subtab. ...
Krishna Bidwai's user avatar
0 votes
1 answer
454 views

Prioritize Chats over "Assigned", but not "Opened" Cases in Omni-Channel

I am using Salesforce Omni-channel. I am using it for Cases and Chat. When I set my status to "Available - Chat", the expectation is that I can receive Cases and Chats. Right now, as soon as ...
Matthew Metros's user avatar
0 votes
0 answers
431 views

Wired LWC in Service Console App does not React to Tab Switch/Focus

Service Cloud Console strikes again and is throwing me an interesting curveball. I have built an LWC Component that is wired to an Apex Method. The LWC is working, it's quite simple, and it has 2 ...
DarrylM's user avatar
0 votes
1 answer
219 views

How can we change the details which are shown when mouseover on incoming chat request?

In Omni-Channel, we want to change the details for the incoming chat request. We want to show the Contact details, Location, etc. instead of what is shown right now.
Muskan Agarwal's user avatar
-1 votes
1 answer
212 views

SOQL query stopped working, why? [duplicate]

I had this query that was working fine, but then I needed to add some more fields and I get the error message: There was an error when retrieving the Salesforce field information for the object or ...
TiagoD's user avatar
  • 1
0 votes
1 answer
1k views

Updating page layout of Einstein Field Recommendation component

I am currently learning about Einstein for Service from Trailhead and SF documentation. It has suite of tools to fuel the service cloud with AI capabilities. Einstein's Prediction in Case ...
Mahmood's user avatar
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0 votes
2 answers
614 views

LiveChatTranscript get record from flow: Error: sObject type 'LiveChatTranscript' is not supported

I have Autolaunched Flow, I am launching flow from the Einstien chatbot. This issue started since last 5 days. Earlier it was working as expected. And there are no changes in OWD, Profile. OWD is ...
herr's user avatar
  • 133
0 votes
1 answer
51 views

Parent Case Custom Buttom to mirror some fields

I want to create a Custom List Button on the Case Object on the Service Console that creates a new case link via the Parent case and mirrors some fields from the original case. This is what I got: /...
Lut's user avatar
  • 287
0 votes
2 answers
205 views

Einstein Bot conditions

I am new to the Salesforce Einstein bot. I have a requirement, a client doesn't want to show connect with an Agent option to the guest user on experience site while the authenticated users should be ...
Areeba Irfan Ullah Khan's user avatar
0 votes
1 answer
272 views

Parent Case field not showing on the Case Highlights Panel

I added the standard field 'Parent Case' to the Compact Case Layout but I dont see it on the Highlights Panel. I am sure I am pointing to the right Layout, because I can see the other fields been ...
Lut's user avatar
  • 287
0 votes
1 answer
290 views

How to start the Einstein Bot on specific keyword?

I created an Einstein Bot on Production for WhatsApp Chat, I want it to only start only on specific keywords/messages, for example, ="test" So that the bot doesn't reply to customers, as it ...
Aman Bhatia's user avatar
0 votes
1 answer
414 views

Enable certain users to be able to change the queues they are assigned to in Omni Supervisor

From the documentation, Manage Users, Customize Application and Manage Public List Views are required for this (if changing queues created by other users). Is there a neater, more 'least privilege' ...
Antonio De Palma's user avatar
0 votes
0 answers
1k views

Email To Case creating new cases when responding

Service Cloud Experts: I’m, facing an issue in salesforc email to case - when creating a case manually in salesforce org, and then sending a mail via salesforce, the user gets that mail. As soon as ...
Jev's user avatar
  • 1
0 votes
1 answer
2k views

Does Messaging Session end automatically?

we've just set up SMS messaging with service cloud. Does anyone know if a messaging session will end automatically if it is inactive for a period of time? If so, how long of a timeframe and is there a ...
Scott's user avatar
  • 3
0 votes
1 answer
493 views

Secondary Routing Priority favors Web-to-Case over Email-to-Case?

We have "secondary routing priority" activated. We set a priority status on a case record to either "low" or "high". When we have the same priority on a web and email ...
Tokow's user avatar
  • 31
1 vote
0 answers
1k views

Push timeout in Routing configuration / any alternate to hold work item with agent until presence status of that agent is back to available

Background : Using Skill based routing. When agent is OFFLINE on Omni Channel, new tickets will be reallocated directly if another agent is available. Issue: Unfortunately, if you have a drop of ...
Needhi S's user avatar
  • 120
0 votes
2 answers
242 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
0 votes
1 answer
1k views

How to get the redirect url, when we clicked on "Log is as user experience" in contact

we have external system when they login in their system and click on button(it will redirect to our community page). In our contact object, we have button "Log is as user experience". when ...
Abhi Patil's user avatar
0 votes
0 answers
162 views

Omni channel "End Chat" button throwing an exception

I am using salesforce embedded service chat and when a community user chats with an agent and when the agent clicks on the "End chat" button from Service console app, it is throwing this ...
Arzad's user avatar
  • 95
2 votes
0 answers
317 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 ...
Jeff Callahan's user avatar
2 votes
1 answer
3k 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?
Jeff Callahan's user avatar
0 votes
1 answer
219 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 ...
Antonio De Palma's user avatar
1 vote
1 answer
640 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 ...
Bernardo Lira's user avatar
2 votes
1 answer
979 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
1 vote
0 answers
176 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. ...
Lance Shi's user avatar
  • 13k
0 votes
2 answers
1k 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 ...
Debarun Sengupta's user avatar
-1 votes
1 answer
53 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 ...
Matthew Metros's user avatar
2 votes
0 answers
674 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 ...
Varun's user avatar
  • 41
0 votes
4 answers
1k 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 ...
Vasily's user avatar
  • 46
1 vote
0 answers
386 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 ...
Antonio De Palma's user avatar
0 votes
1 answer
3k 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 ...
Antonio De Palma's user avatar
0 votes
1 answer
913 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 ...
salesforce Developer's user avatar
0 votes
1 answer
3k 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 ...
Antonio De Palma's user avatar
1 vote
0 answers
248 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 ...
lopez.regalado.fj's user avatar
1 vote
1 answer
838 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 ...
Michael's user avatar
  • 111
0 votes
2 answers
1k 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 ...
Antonio De Palma's user avatar
1 vote
1 answer
886 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 ...
SF User0853's user avatar
0 votes
0 answers
102 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....
ipradhansk's user avatar
  • 2,327
1 vote
0 answers
474 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 ...
Shailesh Mali's user avatar

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