The Stack Overflow podcast is back! Listen to an interview with our new CEO.

Questions tagged [service-cloud-console]

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

Filter by
Sorted by
Tagged with
5
votes
1answer
48 views

Is there a way to disable notifications from SF updates?

please see the screenshot below for an example of what I'm talking about, this keeps popping up for our Service Agents while they are on calls and getting in the way. Is there a way to disable or ...
0
votes
1answer
24 views

Is there any way to get the number of pending chat request on omni channel?

I have a requirement to get the number of pending chat request in the omni channel. I have set the presence configuration capacity to 5 so that an agent can have only 5 chat requests. if a case is ...
1
vote
0answers
16 views

Reply button from Social Customer Service not appears in the Case

I have enabled Social Customer Service and installed starter pack and noticed that the buttons "reply" and "follow" does not appears. What can be the problem? In the image the example of trailhead.
0
votes
1answer
24 views

How to track if user has inputted any text on the Salesforce Chatter Email Publisher

How do we know when user has made any inputs on the Email Publisher? When user made any changes to this field, and accidentally closes the tab on the Service Console, there will be no pop up message ...
0
votes
1answer
17 views

Service Console Tab Name

I have called flow in the URL button. When I click on the button, a new tab is opened and flow is initiated but the tab name is displayed as Task. Is there any way to change the tab name in Service ...
1
vote
1answer
36 views

Is there are any ways an agent can see the number of pending chat requests on omni channel? [duplicate]

I am facing a scenario where an agent can see 4 cases in the omni channel. The agent can not see if there are any pending cases in the queue unless the agent closes one case down from four. Simply, i ...
0
votes
1answer
14 views

Automatically logging with some other user if open service console with system admin

System Admin is automatically logging with some other user when we a=try to open lighting service console. and getting error : "We're sorry to report that something has happened to your session. Log ...
0
votes
0answers
16 views

Service console- Refresh a subtab that is not current

When I have multiple sub-tabs open in a console, how do I refresh the details tab based on the action of other sub-tab. Salesforce provides a way to refresh primary tab using sforce.console....
1
vote
1answer
31 views

New tab in browser (Lightning Service Console App)

We have an application that pulls URLs from configuration and creates buttons for such user defined URLs. Because we are in a console navigation environment, every time these URLs are internal, ...
0
votes
0answers
19 views

I need specific users to be service cloud user

I wanted some users are service cloud users.One of the approach we found is to create a permission set with app permission**(Service Console (standard__LightningService))** as below but then i found ...
0
votes
0answers
30 views

Show Knowledge Article for the specific profile

I need help for the Knowledge Article Visibility. I have 1 Knowledge licence and I want to categorized those Article base on the User Profiles, I am using "Default Data Category Visibility" setting ...
0
votes
0answers
59 views

Getting Internal server issue in Console when performing search based on mail ID - Live agent

Under Live agent, getting Internal server issue when performing a search for Contact record based on mail ID field value from Pre-chat form. Below is the error: An internal server error has ...
0
votes
1answer
94 views

Omnichannel Supervisor Dashboard: Change queue feature

As per the documentation (https://help.salesforce.com/articleView?id=omnichannel_supervisor_change_queues_skills.htm&type=5), Omnichannel Supervisor can change the Agent's queue using the "Change ...
0
votes
1answer
58 views

Live Agent Chat - Routing by Region

I'm trying to figure out the best solution here and haven't had much luck from what I can find online or from talking with Salesforce. We're using Live Agent embedded on our company website as our ...
1
vote
0answers
33 views

Salesforce Lightning - Reply, Reply All From Custom Email Related List Lightning Component [closed]

We have custom requirement where we need to build custom email related list similar to standard. please see below screenshot - Question - How can we use standard "Reply" and "Reply All" feature of ...
0
votes
0answers
32 views

on demand email to case in salesforce creating duplicate case when user replies

When the user replies to mail then it's creating a new case. In auto response added a subject and case thread id but mail is not appending as a replay(as New mail). In EmailMessageTrigger querying ...
0
votes
0answers
17 views

Populate fields in service console for new record

I have a custom object called Refund under the Case object and there are fields called company name, address, Refund amount Address under the REFUND Object. My service cloud users want the Fields ...
0
votes
0answers
35 views

Live Chat Transcript status “In Progress”

I have rundom cases with Live Chat Transcript with "In Progress" status and Request time but no Start, End Time. What can be the cause?
0
votes
0answers
9 views

Record update alert on Service Console

I have support agents working with the service console and I want to give them a graphical indication that a case has been updated or a new post was added to it. I would like the indication to show up ...
0
votes
1answer
74 views

How to update Aggregate Result in developer console?

I want to mark checkbox(true) for duplicate__c field whose default value is false in Account. Unfortunately my debug is working fine but i cant update duplicate__c field as true My querry is //...
0
votes
1answer
17 views

Email to Case Enabling

My org doesn't have email to case enabled and currently Form Assembly is being used to capture cases from our company's website into salesforce. There's a requirement where service cloud end users ...
0
votes
0answers
13 views

Transfer chat (live agent) to another solution

We have a very specific situation where we need to transfer/route an on going chat to another chat solution. It's required to get the current conversation and send to the other solution. Obviously I'm ...
0
votes
0answers
25 views

Live Agent Custom Details hold the old value until the browser session timeout

I use the live agent in Lightning experience. And transfer the user input to prechat page by "liveagent.AddCustomDetail()" method. But I found that I can't modify the live agent's Custom Details ...
4
votes
1answer
554 views

LWC: Invalid event type “WireContextEvent” dispatched in element

Updated the question: We are using custom Lightning Console App. Here is a simplified version of our LWC to explain the problem. Any idea? sampleWireContextEventWarning.html <template> ...
1
vote
0answers
130 views

workspaceAPI.isConsoleNavigation() doesn't work

I'm trying to determine if lightning component is used in console or not and I tried to use this example https://developer.salesforce.com/docs/atlas.en-us.api_console.meta/api_console/...
1
vote
0answers
32 views

Integrate external live agent chat with Service Cloud Omni Feature

Salesforce service cloud has the Omni feature, like introduced in this video in the Salesforce youtube channel. How about if we have an existing external chat live agent, and we want to integrate it ...
0
votes
1answer
31 views

Why is my entitlement not stopped during support holidays?

I have an entitlement process with a single milestone in it. I've created a support holiday and linked it to the business hours record I have set up on the milestone and on the entitlement process. ...
0
votes
0answers
103 views

Feedback form in post chat page live agent

I need to display a Feedback form in post chat page of live agent. I don't see post chat option default provided by saleforce like pre chat. I created one post chat vf page in my sandbox and using the ...
0
votes
0answers
73 views

How to replace the default live chat icon with the custom image in the website

I'm trying to change the default live agent icon with the custom image in my salesforce site. But its not getting updated. Here is the current Icon: I'm not able to find the correct place where I ...
0
votes
0answers
51 views

Clickstream data tracking for salesforce

In our project we are analyzing whether we can use external clickstream tool for capturing following events like.. Page load XHR load HTML Button clicks Page load time on browser XHR load time on ...
-2
votes
1answer
30 views

Not able to query custom field on CaseMilestone

I have created a custom field on CaseMilestone, But i am not able to do a query that particular field. is that a restriction from salesforce or i am missing something ? Regards Nirmallya
0
votes
0answers
86 views

Open a record in Lightning Service Console from lightning Component button

I have a lightning home component outside lightning service console. I want to open a record in a tab on service console Up on clicking a button of this component. I have tried following code, but it ...
0
votes
1answer
195 views

how to hide toast

We are using a backgroundutilityitem component, where we fire a toast event - https://developer.salesforce.com/docs/component-library/bundle/force:showToast/documentation I know it shows the toast, ...
0
votes
1answer
196 views

Show pop-up or toast or banner in Lightning Service cloud console

We are using omni channel. Goal is to enhance the experience of an incoming call. We want some sort of toast to appear inside console when an agent receives incoming call. So far this is what i have ...
0
votes
0answers
26 views

How to have Certain Bots Appear Based on a Users Region/IP Address?

I want two different bots to appear based on an end user's region/IP address. For example, if someone was in the UK, I'd have my UK Bot interact with the person. However, if someone was in the US and ...
0
votes
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
votes
1answer
113 views

How to change UserServicePresence in Salesforce and How to get the list of Status shared to a profile?

I have a requirement to create a Global Quick Action that would display all the "Service Presence Status" available to a Live Agent and Change the status when he selects any of the status available. ...
0
votes
1answer
316 views

Service cloud snap-ins pre-chat form

I am using snap-in with pre-chat enabled to implement chat functionality on our website. I am using the code snippet that is generated by the snap-in. Everything works great but I have 2 questions: ...
0
votes
0answers
40 views

onAgentSend() Live Agent function not working in Omni-channel?

We have Live Agent integrated in org and now we want to enable Omni-channel. Live Agent has onAgentSend() method which intercepts the message and occurs before it is sent to the chat visitor. This ...
1
vote
0answers
63 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 ...
0
votes
0answers
110 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....
0
votes
1answer
341 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); }); } ...
-1
votes
1answer
446 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
votes
1answer
316 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
votes
1answer
816 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?
0
votes
1answer
689 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
votes
2answers
507 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
vote
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
vote
1answer
178 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
votes
2answers
627 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, ...