Questions tagged [servicecloud]

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

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Force the order item of Recent Items of Quick Text Templates

My users have access to 2 separate folders with quick text templates split by a language and would like the right ones to show based on the relevant live chat conversation. Is there a way to force the ...
Tuki's user avatar
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55 views

Using Enhanced Link in Enhanced Einstein Bot

I have an Enhanced Einstein Bot that utilizes Dynamic Enhanced Links, and it functions properly. However, I'm encountering an issue when attempting to pass an ImageId to the bot. You can either ...
bifre's user avatar
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How to integrate Service Cloud chatbot with SMS shortcode of SFMC

How can we achieve SMS communications using chatbot of service cloud? I found an article which explains the usage of SMS channel in Chatbot of service cloud https://help.salesforce.com/s/articleView?...
Raheem S Abdul's user avatar
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22 views

Emails forwarded from Salesforce case feed to other email addresses with Email-to-Case set up are not generating new cases

I'm wondering if anyone else has ever had this problem and how you solved it. In our org, we have users who sometimes forward emails from the Case Feed to email addresses for other teams that also ...
Resa's user avatar
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2 votes
1 answer
105 views

Email to case: different filtering for replies and new emails

I'm looking for help related to the Email-to-case functionality. I'd like to: Enable case creation from email sent only by internal Salesforce users (we can distinguish them by the email address ...
Bartosz Suchocki's user avatar
-1 votes
1 answer
33 views

How to edit an auto response email when a customer opens a case?

Hoping someone can help me. My company is having a company wide offsite meeting to kickoff the new year. I'd like to edit the email that goes out to customer when they send an email to open a case to ...
Laurie Wutzke's user avatar
1 vote
0 answers
69 views

Delete or Update AgentWork record

We have implemented Omni Channel in our Salesforce system. Our implementation is complex, incorporating skill-based routing, and we create PSR records using flows and Apex. When a Case record is ...
salesforce Developer's user avatar
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15 views

Create Escalation Process

I have a little question regarding an escalation process I want to put in place : Basically, our customer service team is handling contact from all channels on cases. I set up the case record type &...
Mathis's user avatar
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1 answer
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Marketing Cloud Connect - change email address and Username of the API User

Is there any problem with changing the username and email of the integration user (API User) between Marketing Cloud and Service Cloud (The integration is through Marketing Cloud Connect)?" Does ...
Luli Moschella's user avatar
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39 views

Salesforce Milestones Timer when changing Entitlement with different Business Hours

I have an interesting use case and I would like to tap into your expertise to see the best way to achieve this (without code 🫣). I'll try to keep it as simple as possible. We have two teams: ...
Paulo Duarte's user avatar
1 vote
1 answer
48 views

Service Cloud for Slack - create private channel fails

In our Service Cloud for Slack setup, when a user (customer support agent) tries to start a swarm in a new Private slack channel in our workspace, the following error ensues: This error occurred when ...
cropredy's user avatar
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How to Query the EmailMessage Origin Routing Address of a Case from Email-to-Case

We need to know which email routing address the case (created from Email-to-Case) was created. Here's a sample scenario that we have: Currently, we have 2 mailboxes forwarding to Salesforce. (Let's ...
user3185455's user avatar
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1 answer
82 views

Lightning Flow - Update record element started hitting Limit Too many query rows: 50001 even with option - Use the case record that triggered the flow

We have an 'after record is created or updated' record triggered flow on Case, I have this flow to update the Case->AccountId with Case->Contact->AccountId. Attached screenshot of the flow, ...
herr's user avatar
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1 answer
54 views

How to Route Replies to Salesforce Email Alerts Back into Salesforce Instead of Outlook Inbox?

I am facing a challenge with email alerts in Service Cloud and would appreciate any guidance or suggestions. Context: A flow sends an email alert to the customer. The customer receives the email from ...
h3110's user avatar
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1 answer
76 views

Omni Channel Flow Error: The queue isn’t valid for this object type

My flow is using an action called "Check Availability for Routing" to retrieve information about 3 queues like this: I configured each of the action elements selecting the Queue, and then ...
Emmanuel_M's user avatar
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1 answer
236 views

Is there a way to automatically make "Available" in Omni Channel when the user (agent) signs into Salesforce?

Ironically, Salesforce asks if you want to log into Omni-Channel when I log into my app. However, when I click the Utility Bar, it still shows offline and sometimes says "Log in to Omni Channel ...
Edwin Schaeffer's user avatar
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1 answer
306 views

How to prevent that two users end up working on/editing the same record at the same time?

I have a situation in which sometimes two agents end up working on the classification of the same case, at the same time; and I need to stop that from happening. Is there any way to detect if a record ...
Mariana M's user avatar
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0 answers
107 views

Does the File Uploading Custom Components works for FSL mobile app?

I have created a Lightning Web Component (LWC) that successfully converts multiple images into a single PDF in my developer org. However, when I try to use the same LWC component in my Field Service ...
Deepan Chakaravarthy's user avatar
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0 answers
63 views

Embedded service deployment styling missing

We've been using the Service cloud chat (Embedded service deployment) since january withouth any issues. However since this week we've notice styling is missing which breaks the UI of the chat (big ...
joren's user avatar
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111 views

Can secondary routing priority model and status based capacity model work at the same time for Case routing via Omnichannel?

So currently I have setup a Queue based routing of Email-to-Case along with using Omnichannel feature. Agents(Queue members) are automatically assigned the case. Each agent is assigned 1 Case at a ...
Aishwarya's user avatar
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UserServicePresence Object : Not able to access UserId field in formula?

REQUIREMENTS : I need to create a field on UserServicePresence object, to check if the current user is the user referenced in UserServicePresence records. I need this field to be used in reports, to ...
Jul0s's user avatar
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1 answer
175 views

Block edit/delete permissions to FeedItem and FeedComment

I hope someone can help me with a solution to a problem I'm having regarding posts and comments on chatter. So, the idea is to block both the editing and deletion of post(FeedItem) or FeedComment ...
Rafael Guedes's user avatar
1 vote
0 answers
84 views

Reply/Reply All/Forward buttons not loading the default email template specified in the Lightning Action

This is happening in the Lightning Case feed. I have created a custom Action for sending an email. On that action I have selected a default email template (it is a lighting email template) to use. In ...
Ben's user avatar
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139 views

Chat Transcript not saving the 'Transferred File' info - Einstein bot Salesforce

As our customers are sharing the files, when an agent enables the 'Sharing File' option. Here, customer is expecting to get the shared file info to get attached to the transcript after they click on '...
Rv1's user avatar
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86 views

Email-To-Case Issue (New Case Email Alert)

I have set up a routing address [email protected] I have also setup a flow which is sending an email alert to send New case notifications to the clients. This email alert is using the same ...
Maneesh's user avatar
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0 answers
207 views

PDF File Preview Not Working On Salesforce Mobile App - "Display alternative file previews" Doesn't Work

I have a problem with PDF File previews which are attached to Account records in Salesforce. When users enter on the Salesforce mobile app using an Android tablet and try to preview a PDF file, not ...
Emmanuel_M's user avatar
0 votes
1 answer
128 views

Lightning out loads but apex calls return cors error

The lightning out(LO) app I have created worked fine. I did not use it however for a few months and now i get a 'Redirect is not allowed for a preflight request' error when my LWC tries to make an ...
Dane's user avatar
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0 answers
49 views

How to set a scratch org definition file to create a scratch org with Incident Management enabled?

I was able to do it using Org Shape but I can't find the org settings to achieve the same using the project-scratch-def.json file.
Saulo's user avatar
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1 answer
543 views

How to make Amazon Connect current call attributes available to Salesforce?

in our service center application we use Amazon Connect CTI (AC). We want to pass a few attributes AC collects from the customer, such as phone number, consent, language etc. We are aware AC can pass ...
Akif's user avatar
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1 vote
0 answers
437 views

PDF File Preview Not Showing Correctly - Setting "Display alternative file previews" Doesn't Work

I have a problem with PDF File previews which are attached to Account records in Salesforce. When users enter inside the 'Related' tab and try to preview a PDF file, not all the contents inside the ...
Emmanuel_M's user avatar
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0 answers
92 views

Einstein bot unable to open in firefox incognito mode

I am trying to open einstein chatbot in firefox browser in incognito mode. In Incognito mode it is not opening chatbot in normal mode it is opening
Guest's user avatar
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50 views

Case Assignment Email for Live Chat case cannot see linked Account, Contact

I have a Live Chat implementation that links an Account and a Contact to the new case using embedded_svc.settings.extraPrechatInfo; the external site where the chat is hosted passes a unique external ...
Jason Clark's user avatar
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26 views

Email on Case feed minimized

I have users working with Case and when they open a case and then assign the case to themselves the feed(email message) is being minimized - you can see this in the screen shot. Only one line of the ...
Sagnik's user avatar
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0 answers
53 views

Recurring Milestone Every 2 Business Days

Junior Admin here that is new to Entitlements and Milestones. My requirements are that after the initial contact with the customer is made (First Milestone), the customer should be contacted very 2 ...
Drew's user avatar
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0 votes
0 answers
48 views

OmniChannel Supervisor queue assigment Problem

How to resolved this error Error is coming when i am assigning more then 30 queue to the supervisor in salesforce
Naveen Bansal's user avatar
0 votes
0 answers
46 views

Salesforce Community - Knowledge Articles

I have a Customer Community and I need to provide customers the ability to search knowledge articles based on model numbers and other types of information. So for example they can search a model of a ...
sfdx_guy17's user avatar
0 votes
1 answer
315 views

Unit Test Error Using System Admin Profile: INVALID_FIELD_FOR_INSERT_UPDATE, Unable to create/update fields: Name. Please check the security settings

I'm getting this error when creating an Account inside a Test class. I'm using the System Admin profile to execute the tests, and this profile has permission to edit the Account Name field (mentioned ...
Emmanuel_M's user avatar
0 votes
0 answers
106 views

Using Field Service lightning objects in a custom application

I have to build a time-tracking application on salesforce. The customer already uses service cloud and intends to implement Field service lightning soon. Idea is to have this time tracking feature for ...
V S's user avatar
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1 vote
0 answers
862 views

The referenced fallback queue must be an Omni-Channel queue Error

Can anyone tell what is the meaning of this error? "The referenced fallback queue must be an Omni-Channel queue This Route Work invocable action did not create a valid Pending Service Routing.&...
Mark Enriquez's user avatar
0 votes
0 answers
34 views

How to send data from Salesforce Case Management Screen to the hosted application as a Canvas APP?

We are considering having the following: Back office agents would have a Platform Starter License to Access Cases, and Tasks and Workflow (as participants in Flow Orchestrator) These back office ...
jfbaro's user avatar
  • 121
2 votes
3 answers
137 views

Webhooks and Sales/Service cloud

I have a 3rd party system which supports webhooks. When something happens in this system it can be configured to post a payload to the destination of choice. I would like to host some code in the ...
user130425's user avatar
0 votes
0 answers
275 views

Email-to-Case won't generate case record

I'm trying to create a case via Email but it won't generate a record in Case. I already configured the Email-to-Case settings, the Email Id is already verified, and I already checked the Support ...
Mark Enriquez's user avatar
1 vote
0 answers
98 views

EmailMessageRelation with missing RelationObjectType and RelationId fields

I'm trying to get author ID of an EmailMessage written by an agent in a Case. As far as I understand it should be available in the linked EmailMessageRelation with RelationType = 'FromAddress'. ...
Vladimir Kuriatkov's user avatar
0 votes
1 answer
154 views

How can we change the details which are shown when mouseover on incoming chat request?

In Omni-Channel, we want to change the details for the incoming chat request. We want to show the Contact details, Location, etc. instead of what is shown right now.
Muskan Agarwal's user avatar
0 votes
1 answer
238 views

Is it possible for the "log a call" task to automatically open up when agents receive or make AWS call?

My instance is currently using Amazon Connect as our phone system. I am trying to have the "log a call" task automatically open up when an agent is either making or receiving a call like in ...
ferguimara's user avatar
0 votes
1 answer
336 views

Is it considered bad practice to have Cases permanently owned by a Queue?

I am using Salesforce for Case Management. I have quite a number of queues (about 250) set up for my various teams and I need all members of a queue to continue viewing cases even after a specific ...
JustinF's user avatar
  • 413
0 votes
2 answers
95 views

Getting error for Test class for Batch apex callout (Batch chaining)

I am writing a test class for Batch A And B Im calling Batch B from A in finish method. I am not able to invoke B Batchclass from A. please suggest a appropriate test class Batch apex A global class ...
Salesforce Radio's user avatar
0 votes
1 answer
2k views

Can I comment out Thread ID or Threading Token?

I'm not a huge fan of either the Thread ID or Threading Token sitting in full visibility of recipients, either in the body or the subject. My question is if I wished to include it to ensure emails are ...
Mostafa Emara's user avatar
2 votes
1 answer
1k views

How to setup Email-to-Case to create a new Case with each user reply?

We have set up Email-to-Case for our org and we want to implement this requirement: When a user sends an Email from the Case to a customer, the customer's reply should always create a new Case. I know ...
Asterios Ntinos's user avatar
0 votes
1 answer
422 views

Is there a way to update Case Assignment Rules in bulk?

I'm working with an organisation that has 200+ Case Assignment rules and we have to update all of them to add a new criteria. It's going to be a bit of a pain-staking task to update each one ...
JustinF's user avatar
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