Questions tagged [service-cloud-console]

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

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5 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 ...
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11 views

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

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 ...
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26 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 ...
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16 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 ...
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7 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?
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7 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 ...
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1answer
64 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 //...
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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 ...
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10 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 ...
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18 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 ...
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1answer
165 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> ...
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71 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/...
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31 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 ...
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1answer
17 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. ...
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36 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 ...
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21 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 ...
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26 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 ...
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1answer
27 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
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40 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 ...
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1answer
122 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, ...
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1answer
91 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 ...
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20 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 ...
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14 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 ...
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1answer
83 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. ...
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1answer
222 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: ...
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32 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 ...
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54 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 ...
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62 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....
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1answer
275 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); }); } ...
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8 views

Brodcasting a message to all call center operators

I would like to send a customizable message to all operators that using the service cloud console. What can I implement somthing like that?
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1answer
308 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 ...
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1answer
265 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 ...
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1answer
555 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?
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1answer
524 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 ...
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2answers
373 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 ...
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104 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 ...
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466 views

Trying to get Guided Action Flow Progress Indicator working!

Trying to get Guided Action Flow Progress Indicator working! I have a flow with three screens and three stage: Name DOB Address Guided Actions Cmp shows the progress path, however moving between ...
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1answer
163 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 ...
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2answers
430 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, ...
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1answer
399 views

Lightning Tile Link Refreshes Console

I have a lightning component that's display search results using lightning:tile, which has an href parameter (no onclick). The component is on the account page in the service console (lightning view) ...
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33 views

Javascript Alert disappears from the visualforce page

we have a pop-up in live agent console. Basically we have a visualforce page on top of third-party live agent console. it will pop up along with a sound when a call comes in. In the last couple of ...
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1answer
125 views

How to Open LinkPost URL in SubTab Console?

I am able to create LinkPost feed item in case console: //Adding a Link post FeedItem post = new FeedItem(); post.ParentId = cId; //case id post.Body = 'Enter post text here'; post.LinkUrl = '/' + ...
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1answer
299 views

Is it possible to use LiveMessage in Service Console?

We are using LiveMessage app in Salesforce with omni Channel. Is it possible to use it in lighting Service Console ? Our Issue is related to FB messages. We are getting notification of new ...
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1answer
83 views

Lightning Component with Application Event - Multiple Instances Being Updated

I think I have a grasp on the difference of COMPONENT and APPLICATION level events, and how to use them - however, I am running into a situation I cant get around. Lightning App configured Lightning ...
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88 views

lightning:conversationAgentSend not working, as well infinite loop posting multiple message

I'm currently trying to use lightning:conversationAgentSend, https://developer.salesforce.com/docs/atlas.en-us.api_console.meta/api_console/sforce_api_console_events_liveagent_conversationagentsend....
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0answers
20 views

push notification for service cloud not working for lookup fields

I have configured 'Push notifications' for a servcice cloud console app I have configured them as below Choose How Detail Pages Refresh: - Automatically Refresh 1)The detail page automatically ...
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1answer
164 views

Is there any way to query all presence status using Apex?

I have a requirement where I need to change the Omni channel agent status from available to busy. I am doing this Using Omni channel toolkit where I need to pass id of busy status. I don't want to ...
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107 views

Live Agent Preview of Chat before Agent Accepts the chat in Omni Channel Lightning

I know that in Salesforce Classic when an agent gets a new live agent request, they can hover over the request to see a preview before the agent accepts the request. I was wondering if I can do this ...
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1answer
893 views

User unable to take/Change ownership by clicking CHANGE OWNER of Queue cases to themselves from Service console

I have have gone through below of SF documents before post this, But none of them was helped me. https://help.salesforce.com/articleView?id=000181190&type=1 https://help.salesforce.com/...
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1answer
26 views

Sys admin logging in as Integration user and creating accounts. Should you see the integration user be the account owner

If I have a sys admin logging on as an integration user and creating accounts. Shouldn't the integration user be the account owner and not the sys admin. Does SF look at the IP address when a user ...