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
0
votes
1answer
20 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 ...
0
votes
0answers
9 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 ...
1
vote
0answers
27 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 ...
0
votes
1answer
10 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 ...
0
votes
0answers
15 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 ...
0
votes
0answers
4 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?
0
votes
0answers
9 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 ...
0
votes
0answers
7 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 ...
0
votes
0answers
10 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 ...
0
votes
0answers
9 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 ...
0
votes
1answer
78 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 ...
0
votes
1answer
51 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 ...
0
votes
0answers
12 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 ...
0
votes
0answers
22 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. ...
0
votes
0answers
39 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 ...
0
votes
1answer
203 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 ...
0
votes
0answers
14 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 ...
0
votes
1answer
42 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.
1
vote
0answers
62 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 ...
1
vote
0answers
27 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 ...
0
votes
0answers
23 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 ...
0
votes
1answer
172 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 ...
0
votes
0answers
61 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 ...
0
votes
1answer
130 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 ...
0
votes
0answers
10 views

Is there an indicator for other users viewing a Service Cloud case?

A visual indicator of other users accessing the resource is a very useful feature in Google Docs, and was a feature in Salesforce's Desk.com support desk software. In order to prevent duplicating work ...
0
votes
0answers
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....
0
votes
0answers
55 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 ...
0
votes
0answers
14 views

How can Community be set up to show files attached to the case at creation?

In Service Cloud Community pages, when a case detail page relies on chatter functionality, it does not show files attached to the case on the initial case creation by the customer whether by the case ...
1
vote
1answer
165 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 ...
1
vote
1answer
191 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=...
0
votes
0answers
23 views

What would I need to build a custom softphone solution?

As the title suggest, I am looking to build a custom softphone solution for Skype for Business using their UCWA API. Going by the documentation, I see that I'd need to register an app in Azure ...
0
votes
0answers
15 views

Getting an error while setting up Embedded Service Deployment

When i click on Embedded Service Deployment in salesforce setup getting an please contact your administrator for setup embedded service setup,Please check below image.
1
vote
0answers
25 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?
0
votes
1answer
47 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 ...
0
votes
0answers
26 views

Milestone Target Times are are defaulting start business time

For some reason our entitlement milestone target dates are defaulting to exactly when our business hours start. I generally have no idea why it is miscalculating this information like this. The ...
2
votes
1answer
203 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 ...
1
vote
1answer
266 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 ...
1
vote
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 ...
0
votes
0answers
25 views

Opening Aura Bundle or Lightning App from Open CTI(Softphone)

Currently we are in Migration phase from Classic to Lightning. Org has Five9 Adapter installed and running perfectly in classic service console and configured softphone for Inbound calls only. As soon ...
0
votes
1answer
52 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, ...
0
votes
0answers
35 views

Live Agent Prechat Custom Object Record as a Custom Lookuo

I am trying to populate a lookup field on Live agent Prechat form, on the Chat Details the lookup value is showing up but it is not getting populated after case creation.
0
votes
0answers
18 views

addButtonEventHandler in Lightning component

We are trying to get status of Livechatbutton using addButtonEventHandler. This function can be used in visulforce page under the script tag as mentioned: [link][1] However, we need to write this ...
0
votes
0answers
55 views

Getting '{success: false, errorMessage: “Error: Invalid request.”}' when calling sforce.console.getPrimaryTabIds()

We have a Visualforce console component. At some point, we want to get info about all the open Console tabs. So we call sforce.console.getPrimaryTabIds(function(result) { console.log(result); }); ...
0
votes
0answers
44 views

Open subtab one after the other in Lightning Service Console using Workspace API

Is there any limitation of opening multiple subtabs as below using Workspace API? It doesn't throw any error but simply it doesn't open the second subtab for new task while all the console logs get ...
1
vote
1answer
122 views

Automating entitlement Management

I am working on an entitlement management project and the company wants to make sure that every case has an entitlement process associated to it: I looked at some of the APEX solutions as seen in ...
0
votes
1answer
343 views

Record is not getting created from Pre-Chat form

Pre-Chat form has a feature that tries to match the information entered, with existing records. If no match found, a record will be created and Chat transcript is associated with that record. For ...
0
votes
0answers
58 views

Campaign member track from marketing cloud

I have an integrated account, and I wanted to know if through the salesforce cmarketing cloud connect it was possible to update the campaign member of a campaign in salesforce from cloud marketing, ...
3
votes
0answers
166 views

Integrate external routing for omni channel (connected app vs. API)

We are building a managed package ISV app for a customer that wants to route Service cloud Cases based on its own algorithm (their backend). I am quite new to Service Cloud and OmniChannel but found ...
1
vote
1answer
110 views

Cannot find “Enable Email Drafts” in support settings

I have to send emails from Salesforce. But there is some custom field on EmailMessage that I need to populate first and then send the email. Therefore, I am inserting EmailMessage record first and ...
0
votes
1answer
134 views

Which ID do I need to use as Subscriber Key in Marketing Cloud to keep in sync with Service/Sales Cloud?

I'm currently about to start an IP warm-up for Marketing Cloud and I have done the following: Imported my warm-up dataset to Service Cloud (to obtain Contact ID) Exported the dataset from Service ...

1
2 3 4 5
8