Questions tagged [service-cloud-console]
A Salesforce console is designed to boost productivity for users in fast-paced environments.
375
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21
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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 ...
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17
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How to retrieve the Experience Cloud user that launches Messaging for Web?
We are trying to tie Messaging Sessions and Messaging Users to portal users without having them fill-out a pre-chat form for messaging for web. For the omni-flow where we set the values, it defaults ...
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61
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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 ...
- 11
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28
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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 ...
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126
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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 ...
- 13
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40
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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 ...
- 1,709
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91
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Chat Transcript not saving the 'Transferred File' info - Einstein bot Salesforce
As our customers are sharing the files, when an agent enables the 'Sharing File' option. Here, customer is expecting to get the shared file info to get attached to the transcript after they click on '...
- 742
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130
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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 ...
- 23
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104
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Chat window won't open using a different button
In my Experience Builder, I added an LWC button, which will I used to open the Chat Window without clicking the chat button but it didn't work. I tried to add the button on a different site and it ...
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108
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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. ...
- 968
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39
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Case Assignment Email for Live Chat case cannot see linked Account, Contact
I have a Live Chat implementation that links an Account and a Contact to the new case using embedded_svc.settings.extraPrechatInfo; the external site where the chat is hosted passes a unique external ...
- 11.8k
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261
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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 ...
- 1,256
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203
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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 ...
- 1
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119
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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.
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1
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90
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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 ...
- 1
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1
answer
409
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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 ...
- 5,924
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2
answers
444
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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
...
- 133
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35
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:
/...
- 277
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38
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How to prevent users based on roles or profile from modifying the FROM address
We have two roles for users in our Salesforce Org:
Agents
Supervisors
We leverage permission sets for giving them access into the system.
Supervisors generally have more access to the system. I ...
- 1,256
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votes
2
answers
181
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 ...
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1
answer
149
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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 ...
- 277
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1
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162
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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 ...
- 11
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302
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' ...
- 573
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986
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 ...
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1
answer
1k
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 ...
- 3
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1
answer
413
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 ...
- 31
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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 ...
- 110
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2
answers
202
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 .
- 299
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votes
1
answer
750
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 ...
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126
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 ...
2
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255
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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 ...
- 373
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1
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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?
- 373
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159
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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 ...
- 573
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vote
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527
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 ...
2
votes
1
answer
751
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 ...
- 139
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150
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. ...
- 13k
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2
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843
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 ...
- 325
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1
answer
37
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 ...
- 1,256
2
votes
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answers
626
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 ...
- 41
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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 ...
- 46
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341
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 ...
- 573
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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 ...
- 573
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777
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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 ...
- 3,250
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3k
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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 ...
- 573
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238
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
1
answer
356
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 ...
- 111
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2
answers
944
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 ...
- 573
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1
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808
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
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0
answers
88
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....
- 2,317
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419
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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 ...
