Questions tagged [service-cloud-console]

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

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9
votes
1answer
1k views

How to avoid “Edit Session” conflicts in apex?

I am working on a project where sometimes the users gets error "The record were editing was modified by Other User during edit session" during SAVE. I did my research and found out that Salesforce ...
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, ...
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 ...
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
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="...
6
votes
1answer
356 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 ...
5
votes
2answers
6k views

How do I refresh Parent Window from Popup Window in Service Cloud Console

On my Case Detail page, I have a requirement of showing a Visualforce Page in a popup window when a custom button is clicked. After the user clicks the button and a opens, the user can enter details. ...
5
votes
1answer
470 views

Service Cloud - Free developer edition - Where do I find?

EDIT: I just start working with trailhead but could not able to bring the service console/dashboard to follow the steps. As shown below I have enabled/activate the service cloud in my profile. B ...
5
votes
1answer
4k views

Case Send Email Quick Action

Is there a reason I am unable to see the default Send Email Quick Action on my Case Feed, or any custom Email Quick Action... I have email-to-case turned on and deliverability is set to All Emails. ...
5
votes
2answers
2k views

How can we create a Push Notification service in the Service Console.

How about an idea of having the push notifications in the service console. The idea is to have the notification while working in the Service console. This idea is useful for creating the call center ...
5
votes
4answers
3k views

Lightning tab label showing “Loading…” in Service Console (bug)

I have a blank Lightning component which I am using as a custom tab in Service Console. While the content loads fine the tab label stays on "Loading..." forever. Component Tab Screen There are no ...
5
votes
1answer
60 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 ...
5
votes
1answer
1k views

LWC: Invalid event type “WireContextEvent” dispatched in element

Updated the question: We are using custom Lightning Console App. Here is a simplified version of our LWC to explain the problem. Any idea? sampleWireContextEventWarning.html <template> ...
5
votes
1answer
1k views

VF Page Custom Console Component blocked due to Same Origin Policy

I have a custom Visual Force page and use it as a custom console component in the Service Console. It was working but not it's being blocked due to the same origin policy: Uncaught SecurityError: ...
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 ...
4
votes
1answer
10k 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 ...
4
votes
1answer
643 views

Does sforce.console.onFocusedPrimaryTab work? Does it work inside a publisher action?

The Salesforce Console Integration Tookit provides two functions for detecting switching focus of console tabs: onFocusedPrimaryTab http://www.salesforce.com/us/developer/docs/api_console/Content/...
4
votes
2answers
810 views

How do I show the number of open cases in a service cloud console?

I'm setting up a Service Cloud Console, for email support. This would replace our current 'system', which is just emailing using outlook. One feature I can see that support agents will miss is that ...
4
votes
2answers
488 views

Set Default emailBody to apex:emailpublisher in HTML Format

I've tried to set default value to emailBody attribute of the apex:emailpublisher component with an HTML value along with setting emailbodyformat to "HTML", but when I opened the console it renders ...
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 ...
4
votes
3answers
5k views

Trying to open a subtab in Service Cloud Console

Here is the VF page I am using to open a subtab in Service Cloud Console upon clicking a button. The subtab opens but another blank tab also opens that I am trying to get rid of. Here is the problem: ...
4
votes
2answers
1k views

Unable to open primarytab Console Toolkit Integration

I was trying to follow the first example which is given in the official documentation . I did almost exactly like its there in documentation ( apart from changing the version of integration.js from 20 ...
4
votes
2answers
2k views

Live Agent for Service Cloud Console Problems

We have rolled out Live Agent for Service Cloud Console and are having some intermittent problems. Sometimes we will get an "insufficient privileges" error upon accepting a chat. Other times a chat ...
3
votes
2answers
1k views

How to find record Id in service console?

If I use Salesforce classic, I can find record Id in url. Is there any way to find record Id when I am in console?
3
votes
2answers
1k views

Using apex:outputText with a lookup field within Service Console

I have a VF page that will be displayed within the Service Console (specifically, it is a custom publisher in the case feed). Several of the fields on this page are lookup fields. I'm currently ...
3
votes
1answer
2k views

How do I Call Methods in the Console Integration Toolkit from a Lightning Component?

The requirement I am working on is a little complex so I am going to break my question down into a few points for clarity sake. The application I am working on will run in the Salesforce Service ...
3
votes
1answer
296 views

Do we have Pre Install script like Post Install?

We have a app in appexchange and would like to know if there is a Pre Install script similar to post install script? The reason is our application is applicable only to organizations which have ...
3
votes
2answers
3k views

Issue while refreshing current tab in salesforce console

I'm trying to refresh case page in service console using javascript but its not working, can anyone tell me the issue with the following code? Also can anyone explain following usage condition ...
3
votes
1answer
696 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'...
3
votes
2answers
660 views

OverlayLibrary Popovers Glitching With Focusable Element

I created a component that displays a list of related records. When the user hovers over a record, a popover is opened showing a preview of the record using the lightning:overlayLibrary component. The ...
3
votes
1answer
994 views

Split view customization

Is there any way to add action checkboxes in this split view ? Like this one: Is it possible ?
3
votes
1answer
694 views

Cannot Load Lightning Out in Firefox

I have run into a large blocker regarding the use of Lightning Out to inject a Lightning component into a Visualforce page. I have used the method outlined in the documentation here in order to load a ...
3
votes
1answer
521 views

How to Stop Email subject line from auto populating from case feed

I have created a case. In the feed window of case when i am trying to send a mail. email subject is auto populated with case subject. How to stop this ? Thanks Nirmallya Ghosh
3
votes
1answer
116 views

Case Customer does not want to be contact by email - Email publisher warning

I just came across this stange warning in the Service Cloud Console. When I try to send an email to a customer from the case feed email publisher I get following warning: It's not affected by the ...
3
votes
2answers
3k views

Service Cloud Console Subtab - lookup field and output link

There are 2 scenarios here - There is a custom lookup field on the case object, on click of the lookup - I need to open the record in the subtab. Is this possible? There are couple of output links (...
3
votes
2answers
1k views

Service Cloud Console

This one has me stumped - CTI needs to pop user to a new case record. To do this, I am routing CTI to a VF page, and the VF page has a simple url redirect in it. The merge var c is the id of a new ...
3
votes
1answer
1k views

Automating Salesforce Console - Selenium ?

I'm just trying to figure out if anyone has successfully completed this. From what I'm seeing id's are randomly generated and not static for each test run. Causing issues identifying iframes on the ...
3
votes
2answers
681 views

Console method to get selected tab on VF page

I've custom console component(simple VF page) created for console app. I can grab the case id based on the tab selection but its not working for the very first time the page loads. When I select the ...
3
votes
1answer
515 views

addEventListener: Unsupported Operation: This API cannnot be used on this component

my goal is to keep only one contact TAB opened in Console all the time , if there is already a tab opened i need to close it and open the new tab. I have a VF section on standard detail page and i ...
3
votes
1answer
2k views

Problem with OpenPrimaryTab in Console - “openPrimaryTab: Opening a duplicate tab is not allowed.”

I have came across an issue that I am unable to solve in the Console: I have a formula field which holds a clickable icon which should be used to indicate that a change has occured to the Object. ...
3
votes
0answers
22 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 ...
3
votes
0answers
564 views

Lightning Action showing in Feed instead of header

I am trying to place a lightning action in a Console App using a lightning component. Every time I add the action to "Salesforce Mobile and Lightning Experience Actions" in the page layout instead of ...
3
votes
1answer
2k views

Close a tab in a Console with a VF page to finish a flow

I have design a Visual Flow in Salesforce that I have embedded in a VF page. <apex:page sidebar="false" showHeader="false" > <flow:interview name="Log_an_Account_Call" finishLocation="...
3
votes
0answers
22 views

change the legth of time the “Success! Case Created” notification shows

We're using the contact feed layout for our customer service reps. When they create a case on the contact feed layout page there's a quick note at the bottom of the feed that says, "Success! Case ...
3
votes
1answer
666 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=%...
3
votes
0answers
1k views

How to force a refresh of a custom console component

When a primary tab is refreshed, it refreshes all of it's subtabs and application-level custom components. It's possible to prevent the refresh of one of the application-level custom components by ...
3
votes
0answers
884 views

add dynamic values in liveagent.addCustomDetail('name',name)..?

I want pass some custom details filled on html page to pre chat form by live agent addCustomDetails method. This should be written before iveagent.init method otherwise it gives error: Uncaught Error: ...
2
votes
3answers
3k views

How to determine if a VF page is invoked in a console

I have a VF page which needs to be displayed in the Service console as well as a regular tab. The header should not be displayed in the console. However removing the header (showHeader = false) ...
2
votes
2answers
771 views

Service Console: Record link on email templates causing error

I've noticed an issue that seems to be specific to the service console user interface. I have a VF email template on the case object. Included on this email template is a link to the case record, ...
2
votes
1answer
2k 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 ...

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