Questions tagged [service-cloud-console]

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

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2
votes
1answer
3k views

Unit Testing a SOQL Method

I need some basic Unit Test writing assistance. My method just runs a SOQL query to filter a contact list for service cloud. What's the best way to test it? Here is the class: public class ...
3
votes
1answer
698 views

Service Cloud Console: Data Not Available Error while replying to case via email

In Sandbox:- Create a case via 'Email To Case'. However, when user tries to answer via email(using service cloud console), following error is coming. Strange enough, case can be answered via 'Portal'...
1
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2answers
2k views

Refresh the whole service console from visualforce page

I want to refresh the entire service console on clicking of the save button on the visual force page. The button is an inline visual force page. Any ideas? <apex:includeScript value="/soap/ajax/26....
1
vote
1answer
3k views

How to Open Up a Contact in Console view directly?

I am trying to build a link in an external, which when clicked, would open up a contact detail view in the Console Layout. This URL need to be dynamically generated based on phone number - nothing ...
0
votes
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 ...
6
votes
2answers
2k views

Lightning QuickAction background color change

On Case object, i have a quick Action "Assign Case" which looks as follows markup looks like this <aura:component implements="force:lightningQuickAction,force:hasRecordId" controller="...
2
votes
1answer
450 views

visualforce page to list cases by contact using 'case.AccountId' for Person Account - Lightning Design

I have a business use case demand to show a list of Cases for the current associated Contact on the Case Feed in Service Console. I was able to achieve this with the below VisualForce Page: I was ...
0
votes
1answer
1k views

How to remove Open CTI VF softphone page from salesforce left side

Open CTI Softphone VF page is showing in salesforce left side. How to remove this ? Screenshot attached
0
votes
2answers
9k views

srcUp method functionality

Recently I came across a script to open a visualforce page in Salesforce Console and found the use of function srcUP(). Could you please let me know what exaclty does this function do and is a part of ...
4
votes
1answer
11k views

Automatically associate chat transcript to case and account

We're using the service cloud console and live agent chat. We have chosen not to automatically create a new case for every inbound chat request (So Deployment API and pre-chat API are probably not in ...
5
votes
2answers
12k views

Javascript Execution on Button Click with Service Cloud Console

I've always setup buttons to execute javascript on click so I can properly render the new page/tab based on where the user is at (cloud console or standard view). Today upon testing this exact bit of ...
1
vote
1answer
890 views

How to redirect SFDC URL clicked outside SFDC to open as a primary tab in Salesforce Console if user has an active session in Salesforce Console?

While waiting for my Idea Open Salesforce URLs in emails, chats, etc. in existing Salesforce Console to gather 10k votes, I'd like to understand how best to force a Salesforce URL clicked from an ...
8
votes
1answer
5k views

Confused: Lightning Service Console only for Salesforce Classic?

We have a Service Cloud license, we use the console and we'd like to switch to Lightning Experience, now that it is/seems to be available for Service Cloud. Yet I don't know how to enable it. I have ...
4
votes
1answer
7k views

How to open a subtab for a primary tab in a service console when clicked on a custom button in case pagelayout

i have a custom button on a case layout page .... when clicked on button I NEED TO open a subtab with a name for the subtab ......this is to be done by using the onclick javascript ... anyone could u ...
2
votes
0answers
1k views

visualforce tab not showing in navigation tab in service cloud console

i recently migrated an app from sandbox to prod. this is a service cloud console app. It has a visualforce tab which is working fine in sandbox. Tab got migrated in prod. I can see preview of ...
0
votes
1answer
423 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 ...
6
votes
4answers
10k views

How do you enable the Service Cloud Console in a developer org?

I've seen a few pages online that talk about enabling the Service Cloud Console. They all seem to mention creating a new App and selecting "Service Cloud Console" but I don't have that as an option ...
6
votes
1answer
372 views

How to mock or configure lightning:workspaceAPI in Lightning Testing Service (LTS) tests?

I have a Lightning Component that uses the lightning:workspaceAPI component to detect that it is (or is not) running in the console view. I'm starting to look at setting up some Lightning Testing ...
2
votes
1answer
842 views

Check if “Save” button is clicked from Service Cloud Console or Standard layout

I have page reference method written on click of "Save" button. I need to refresh one page after click of Save button when in console and not when in standard Salesforce. PageReference pr = new ...
2
votes
1answer
523 views

Initiate service cloud (console) macro using workflow/APEX

I'm trying to find a way to initiate service cloud (console) macro using workflow/process builder/APEX. The only documentation remotly related to macros and code i found is metadata related and not on ...
1
vote
2answers
5k views

Cloud Console: How do you refresh primary tab from a subtab

I've been trying to refresh a primary tab from a subtab with no luck, and would like a working example. According to their doc, they do not give an example of how to retrieve your primary tab's id ...
1
vote
1answer
704 views

Overriding New button while page layout is overridden by Lightning record page

I have the Account record page (View button) overridden by a custom Lightning record page, and I have set it as the default layout in Service Console. Now if I override the New button with a Lightning ...
1
vote
3answers
988 views

Pre defined From Address field in Standard Email Action is not working

global class EmailPublisherLoader implements QuickAction.QuickActionDefaultsHandler { // Empty constructor global EmailPublisherLoader(){} // The main interface method global void ...
0
votes
1answer
435 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, ...
0
votes
1answer
611 views

Queue owned cases report, show only member queue cases

How can I create a report which only shows cases owned by queues in which the current user is member. eg: Case1, owner: queue1 Case2, owner: queue2 User1 is member of queue1 and queue2, User2 is ...