Questions tagged [service-cloud-console]

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

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17 views

Live Agent: Case Owner not changing to User value

I created a flow on the "Chat Transcript" Object. My entry condition is if CaseID <> null. I am updating Origin and CaseOwner values. I can see all values are getting updated except ...
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19 views

live agent prechat screen issue

I am doing a POC for a live agent. I used this link to create a prechat window. When I open the chat window I am getting an empty screen. I have checked all configuration in "Embedded Service ...
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39 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
66 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 ...
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18 views

"Article Thumb Vote" component not showing total number of votes, is this expected ? can we change this behavior?

I have a community where users can see Knowledge Articles and I enabled the vote component, so users can rate articles in the community, however I noticed that the numbers that vote component shows in ...
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31 views

Automatically Launch a Screen Flow

We are using omni channel with service cloud voice. When a rep ends a call we want to require them to relate the voice call to a case and answer some additional questions. Is it possible to ...
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15 views

Is there a way to store the messages sent by Live Agent in Service Cloud before being sent to the visitor?

I have an integrator to check the sentiment of the messages being sent by the agent before they are sent to anyone requesting help. Is there a way I can store or collect this info from somewhere ...
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7 views

Field Service - Service Resource - difficult to manage resources that are only a single person team on some days and 2 person teams on other days

Would really appreciate your help towards.Our requirement before was to pick Service Resource based on Priority so we managed to create Assist_Available custom field on SR where it sets the priority ...
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24 views

Does auto response in case object considered as first response?

I am new to the salesforce service cloud and I am trying to understand from a business point of view what does first response mean. Does an email send via auto-response rule considered a first ...
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1 answer
119 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 ...
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282 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 ...
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1 answer
49 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 .
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182 views

Case is not automatically associated with the Chat Transcript on the Service Console

When the customer fills in the pre-chat form with some basic info like First Name, Last Name, Email, Subject and Company and Begin the Chat the case is not automatically associated with the Chat ...
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34 views

Making a phone call when Omni-Channel Lead is accepted

I'm trying to make the call center (softphone) console utility item be triggered with a phone to call when a lead is accepted via Omni-channel. Basically I'd like to use this method to somehow trigger ...
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68 views

Omni-Supervisor loops when redirected

I have a problem regarding Omni-Supervisor. I've implemented a flow that fires a custom bell notification when something happens. When the user clicks this notification, it should redirect them to ...
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37 views

onConnectionError event in Einstein bot

IN what scenario does the onConnectionError occur and is it only when the chat is ended does this event gets fired.What I can see is that the event only gets triggered after the chat is ended by the ...
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25 views

Open Lightning Console sub tab for edit

With openSubtab() system can display records in edit mode. This can be done using pageReference or url arguments. In both cases dialog windows will block other actions on this page. In available ...
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60 views

How can we avoid/replace the changing of email subject

When ever a case generated from email to case/from the portal. The cases are associated with the email subject and if I am user who is going to reply from the console(Sending a reply email from ...
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31 views

Getting '{success: false, errorMessage: "Error: Invalid request."}' when calling sforce.console.openPrimaryTab

I used sforce.console.openPrimaryTab() to open the tab page in my JS code in VFP, and it usually works, but sometimes it reports this error causing the tab page to fail. Has anyone seen this before? ...
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1 answer
195 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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20 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 ...
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2 votes
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136 views

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 ...
1 vote
1 answer
763 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?
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1 answer
72 views

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 ...
1 vote
1 answer
241 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 ...
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1 answer
270 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 ...
1 vote
0 answers
77 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. ...
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1 answer
401 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 ...
-1 votes
1 answer
32 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 vote
0 answers
369 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 ...
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2 answers
617 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 ...
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1 vote
0 answers
183 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
1 answer
449 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
1 answer
2k 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 ...
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1 answer
464 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
2 answers
2k 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
1 answer
772 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.
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1 vote
0 answers
166 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
0 answers
115 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 ...
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0 votes
1 answer
568 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
1 answer
444 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 ...
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0 answers
36 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....
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1 vote
0 answers
272 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 ...
1 vote
1 answer
556 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
1 answer
555 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=...
1 vote
0 answers
49 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
1 answer
583 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 ...
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2 votes
1 answer
782 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
2 answers
987 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 ...
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1 vote
0 answers
39 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 ...

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