Questions tagged [service-cloud-console]
A Salesforce console is designed to boost productivity for users in fast-paced environments.
340
questions
1
vote
2answers
26 views
Pre-Define value for ToAddress When Sending email from Case - Email Action?
I am working on the on service cloud so it is very important for our agents to send email from case and they always use it to send emails.
For that I have created email action and added this to ...
0
votes
0answers
23 views
Hyperlink to open a record detail page in lightning-datatable is not working in classic console
I using the below component in lightning out.The below code is working fine in non-console classic view and I want the same thing to be worked in Classics console view.Tried multiple ways but didn't ...
0
votes
0answers
20 views
Create Contact Record with custom contact key [duplicate]
We connected our MC instance with Service cloud person account records but when it is synched, the contact key of the contacts are the contact Id. Can I assign a custom field (MasterID) as the source ...
0
votes
0answers
11 views
Salesforce Lightning Knowledge Component (Standard) Not Refreshed From Custom Component
In Lightning Record Page - We have used Standard Lightning Knowledge Component.
When CSP Edit/Save (OOB) Data in Salesforce Standard Details View, Salesforce Standard Lightning Knowledge Component ...
0
votes
0answers
19 views
Case popup on inbound calls using open CTI
I am trying to integrate Purecloud with Salesforce, Its has two option
1. Standard CTI Soft phone
2. Embedded framework
In Standard we can leverage the standard phone functionality, we can't ...
0
votes
0answers
11 views
How to identify page is loaded in lighting console?
Is there any way to check a page loaded in lightning console in a lighting componen
2
votes
0answers
20 views
How to stop incoming EmailMessage from opening duplicate cases?
We have about 15 email addresses that are set up as email-to-case address that folks can use to create a case with our customer service team. The problem that we've been running into more and more ...
5
votes
1answer
55 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
38 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
17 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
28 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
25 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
39 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
29 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
50 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
20 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
74 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
144 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
85 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
46 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
33 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
53 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
76 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
20 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
27 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
946 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
171 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
37 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
49 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
116 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
93 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
66 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
31 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
111 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
250 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
274 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
27 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
21 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
135 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
375 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
46 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
69 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
1answer
393 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
507 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
356 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 ...
