Questions tagged [service-cloud-console]

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

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3
votes
1answer
694 views

URL Whitelisting in Salesforce Console

In the Salesforce console, we have an user action that will open the Email tab using the Email Url. For example: ui/core/email/author/EmailAuthor?p3_lkid=001E000000CVCF7&retURL=%...
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0answers
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 ...
2
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1answer
44 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 ...
0
votes
1answer
1k views

How to close a primary tab

I need to open a vf page in same primary tab by closing the current primary tab on clicking the custom button in the detail page. {!REQUIRESCRIPT("/support/console/36.0/integration.js")} {!...
0
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0answers
24 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 ...
0
votes
1answer
486 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
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0answers
13 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 ...
0
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0answers
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 ...
0
votes
1answer
971 views

How to define id:String in Console..im getting openPrimaryTab: Invalid ID:

How to define id:String in sforce.console.openPrimaryTab instead of null in salesforce? Here is the code that using, and i am getting openPrimaryTab: Invalid ID: error. any suggestions? function ...
0
votes
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, ...
0
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0answers
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.
4
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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 ...
0
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0answers
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 ...
0
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0answers
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); }); ...
0
votes
1answer
482 views

Getting getEnclosingTabId() Null

I created a Visualforce Tab and I added it to the Cloud Console, when I want to refresh it I'm getting null, I'm using the next code: sforce.console.getEnclosingTabId(closeSubtab); var closeSubtab = ...
0
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0answers
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 ...
0
votes
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 ...
0
votes
1answer
1k 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?
0
votes
1answer
547 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: ...
1
vote
1answer
544 views

Issue in console event listener

I have recently enabled omnichannel in our org. I need to perform some action when an agent accepts a post from the omnichannel widget in the console. To do this I added a hidden custom console ...
1
vote
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 ...
0
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0answers
25 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, ...
2
votes
0answers
52 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 ...
0
votes
0answers
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 ...
0
votes
1answer
45 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 ...
0
votes
1answer
398 views

sforce.connection.query is not working on visualforce tabs

I have written one visualforce page and added custom visualforce tab for that page. Now I have opened that tab in Console application. It is not working. Could you please help me on this. ` <...
0
votes
1answer
33 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?
1
vote
1answer
709 views

Cloud Console methods from Lightning component

I have an Action button in the layout of the Account sObject, the action button is a Lightning component, when opening the account in the Cloud Console and that action is submitted I try to navigate ...
1
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0answers
86 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
481 views

Send case attachments in visual force email template

Does anyone know if its possible to send case attachments using visualforce email template? Currently, I have got a process builder that triggers an email related to case details once case is closed. ...
1
vote
1answer
515 views

Custom, dynamic highlight panel

I am attempting to create a custom highlight panel. What I ultimately need to do is on the focus of a subtab, I need an event to fire and send information to the highlight panel. The highlight panel ...
0
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0answers
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 ...
0
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0answers
43 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 ...
0
votes
1answer
408 views

Override New button of Case is not effecting in Lightning Service Console

Overriding New standard button of Case object with a Visualforce page. On landing VF page we are checking 2 recordtypes : If RT 1 then launch a New Case Create Lightning App If RT 2 then redirect to ...
0
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0answers
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"); ...
0
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0answers
94 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 ...
1
vote
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 ...
0
votes
0answers
26 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 ...
9
votes
2answers
1k views

Salesforce with Lync Collaboration (automate meeting request generation & email)

I am evaluating the possibilities of integrating Lync with Salesforce. Ideally the requirement is to engage the customer over a video chat. The Agent from the Service Console will click on a Button, ...
1
vote
2answers
320 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 = '/' + ...
0
votes
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 ...
0
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0answers
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 ...
0
votes
0answers
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 ...
0
votes
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 ...
1
vote
2answers
78 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 ...
2
votes
1answer
415 views

routing in omnichannel

I've setup a Omni channel with all routing configuration. For one of the user, I have assigned the Capacity = 2 with unit of capacity =1. That means my user is available to receive 2 work items if he ...
0
votes
0answers
54 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
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 ...
0
votes
1answer
928 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 ...
0
votes
0answers
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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