Questions tagged [service-cloud-console]

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

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15 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 ...
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1answer
37 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 ...
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23 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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12 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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9 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 ...
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1answer
20 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, ...
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11 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.
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17 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 ...
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15 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); }); ...
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33 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 ...
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1answer
37 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 ...
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1answer
88 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 ...
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24 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, ...
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0answers
50 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 ...
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16 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 ...
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1answer
44 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 ...
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1answer
32 views

Am I able to define what I want to sync via Marketing Cloud Connect?

If I have multiple datasets in Salesforce, am I able to sync only subsets of this to Marketing Cloud via Marketing Cloud Connect?
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11 views

Case page in service console scrolls down to Related Account Cases standard component

I have enabled drafts for email action on case object. When I click in the email body and type something and then click outside anywhere then the page automatically scrolls down to the **Related ...
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34 views

WorkspaceAPI :closeTheTab : Facing issue while closing the tab if closeTheTab is used to disable close event and Component error causes tab to persist

I have used workspace API in lightning service console to open child components in other tabs:-- Once a click openComponent button on parent, another tab opens with another component. Do init of ...
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25 views

Lightning component in the service console tab replacing all the tabs with the latest opened record

I'm opening a lightning component from a custom button in the Account page as per below code. And this code is executing in the Service console. var evt = $A.get("e.force:navigateToComponent"); ...
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89 views

Remove cases from Omni channel routing

In my current Omnichannel implement, I'm using both chats and Cases to route work to agents. Now we don't want to use Omnichannel for Cases, we just want to use chats. For this, I tried to delete the ...
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0answers
25 views

Reduce Load time of Service Console in Lightning

I would like to reduce the load time of the service console because of which agents are annoyed. I have one lighting component which gets data from server with soql and then data is bind to wrapper ...
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23 views

Lightning Service Console - need a mini detail component?

In classic service console, we have our page layouts that drive the record details. On the left side of the page, there is a small "component" that uses the OOTB mini page layout stuff and custom ...
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0answers
30 views

Javascript Error when trying to use apex:actionFunction on service console

I have a visualforce component I am working on that simply has a table of data that is shown on a page layout within the service console. When you click on a link in the table, it opens a subtab using ...
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29 views

Create New Account from Service Console - Custom component

I have overridden standard action of New Account creation with a Custom Lightning Component. From all the Apps we were working until now which had Standard Navigation, create new Account as well as ...
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45 views

Salesforce Liveagent retrieve and display chat history on chat window

I've implemented a custom chat window using visualforce due to requirements not available out of the box, it works quite well but the next challenge is to display the chat history when the customer ...
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0answers
35 views

All 'To' recipients automatically moved to the 'CC' field when using 'Reply All' from Lightning Service Console for email-to-case

If I send an email from Outlook to an email services address (an email-to-case flow) which has 3 email addresses in the 'To' field, when I select 'Reply To' on the corresponding case record, those 3 ...
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2answers
76 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 ...
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0answers
53 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 ...
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22 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 ...
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23 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 ...
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0answers
70 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 ...
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0answers
12 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
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0answers
38 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
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1answer
61 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 ...
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1answer
94 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 ...
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0answers
19 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.
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1answer
31 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 ...
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1answer
79 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
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1answer
65 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
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1answer
58 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 ...
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0answers
19 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
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1answer
629 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, ...
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0answers
22 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 ...
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0answers
33 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 ...
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0answers
82 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
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1answer
323 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
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1answer
163 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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0answers
76 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 ...
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0answers
46 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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