Questions tagged [servicecloud]

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6 views

Can I redirect Salesforce Embedded chat visitor to a website if chat is not answered within 2 minutes?

I have recently been working on embedded chat in Salesforce. One of the use case I am trying to implement is if a customer/visitor waits for 2 mins, I want to redirect to a website page. Is this ...
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15 views

Omni-Channel automatic message

Is it possible to add an automatic message in Chat in certain situations? For example something like 'sorry to keep you waiting, I'll be back shortly' when an Agent is not responding for x seconds? I ...
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33 views

Service Cloud Voice with Partner Telephony from Amazon Connect - setup question

I'm new to configuring Service Cloud Voice, and have been following the document: https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/support_voice_pt_amazon_connect.pdf The main issue ...
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47 views

embedded_svc.menu.settings.directToButtonRouting Possible?

I have used the following code before for Live Chat and it's working fine to direct to a button ID based on the Pre chat question customer answers. Now, this code seems to be not working when I ...
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33 views

Show Chat Transcript Status On Case Record

I am trying to create a formula field to update "Chat Status" from LiveTranscript.Status field on Chat Transcript record. I created a formula field on Case called "Chat Status" and ...
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47 views

How can I auto start chat in preChat(LWC) when the page loaded and the condition is true?

How can I auto start chat in preChat(LWC) when the page loaded and the condition is true? I tried to do the code below import BasePrechat from 'lightningsnapin/basePrechat'; import { api, track } from ...
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11 views

Update a field when clicking on the end chat button

I need to update a field when clicking on the end chat button of a messaging session: Is there a way to do this?
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16 views

Challenge with resuming a casemilestone and completing a case milestone simultaneously

We have milestone set up as below: When a case is moved to Resolved status, all the case milestones are paused by setting IsStopped to true. IsStopped will be set as false when the status is changed ...
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45 views

Cannot see conversation in omnichannel widget

I deployed all our org staff from a sandbox to another, but I am experiencing an issue with our Messaging conversation. In a nutshell, we can't see the chat conversation when it gets accepted and ...
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1answer
18 views

How do I disable milestone breached emails?

From a sandbox org I am included in an email alert for Milestone breaches that I no longer want to receive. How can I stop the org from sending this to my account?
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103 views

how to increase Einstein chat bot message size limit

I am working on Einstein chat bot the message limit is 255 characters but i have long message to add but we can add by '+' symbol but I have long URL to add in the same message so i want to increase ...
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45 views

Automatic SMS Message Notifications using Apex and not through flows

I am trying to send Automatic messaging notification from Apex. I am seeing that Automatic messaging notification can be sent through flows https://help.salesforce.com/articleView?id=sf....
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15 views

How to get the Contact details in Email from Einsten Bot

I've created an Einstein Chat... when a user enters his name and email as below and closes chat with the further details I want to send email to one of the internal team member and and also to the ...
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40 views

Migrating from Zendesk to Service Cloud - Rich Text Private/Internal Notes?

We are long time Zendesk Users and are working to migrate to Service Cloud. In Zendesk there are basically 2 types of Ticket Notes/Comments Public Reply - shared with Customer Internal Note - shared ...
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30 views

Salesforce Email Reply BCCs

My client is looking to remove the auto BCC on Case Reply emails: I can do this by updating the EmailPreferencesAutoBcc field on the user record for the existing Users but how do I prevent this from ...
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1answer
143 views

OmniChannel: Add to Agents Work When Manually Assigned a Case

I am having a challenge with a recent requirement from my support team. We implemented OmniChannel and AgentWork is being routed through a mix of Skills and Queues. Their new requirement is this: When ...
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311 views

True differences between Sales Cloud and Service Cloud licenses?

Finding the difference in features between Sales Cloud and Service Cloud licenses has been quite challenging and the documentation seems to be misleading. I have been able to determine that both have ...
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1answer
261 views

Calculate percentage

I'm currently working on a report and am trying to calculate the proportion of record types. I have grouped the report by the RecordType but can't seem to find how to calculate the percentage. Any ...
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2answers
80 views

Case assignment rules vs apex based assignment

I am trying to understand an internal application in service cloud (I am new to salesforce itself) where cases are incoming from web-to-case, email-to-case and from chat as well. For assigning case to ...
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31 views

Any workaround for voice call object trigger

I need to update a field in before update of voice call trigger. From googling I came to know that we cant write trigger on VoiceCall object. Is there a way we can achieve this? My requirement is ...
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1answer
90 views

Test Class failing for PendingServiceRouting

Working on a test class for PendingServiceRouting to be used invocable methods for a custom apex class. Although while inserting the PendingServiceRouting I am getting Insert failed. First exception ...
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9 views

How to reassign a existing Service Appointment to a different Parent Work Order?

How do I reassign a Service Appointment to a different Work Order in Field Service Lightning?
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1answer
30 views

How do you create a new Case using On Demand Email-to-Case upon forwarding the case to a new Email-to-Case?

I'm working in an org that's requesting a new case be generated whenever an Email-to-Case is forwarded to another department which also happens to be an Email-to-Case email. This means that 2 cases be ...
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27 views

Data transfer between Objects

I'm looking to find the best way (any way will do) to get the contact's first name and last name from the Contact object, onto the VoiceCall object. Reason being, in the compact layout for Omni ...
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20 views

Amazon Connect & Queues

I'm trying to create two different queues in Salesforce that allow a Contact Centre manager to be able to allocate the various staff who are online that day to one of the two queues (and swap around ...
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19 views

Social Studio reached limit on automation rules

We have reached the limit of automation rules in Social Studio to send to service cloud queues. Is there a way around this limit I'm not thinking of? SF upped it already but said we will start seeing ...
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17 views

Email thumbnail could not be retrieved in Individual Email Results for Salesforce sends

We sent an email using a Salesforce DE as target. However, when we want to view the Individual Email Results in Service Cloud, some of the emails are not showing and instead it says : " The email ...
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15 views

Omnichannel: filter Cases depending on presence status selected

We need the ability that when an agent changes its presence status Omnichannel will offer the cases accordingly. For example: Cases can be Web or Phone. We'll have 2 different presence status: "...
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1answer
18 views

How to identify contacts

I'm trying to set up some reporting in service cloud which shows the volumes of contacts/responses sent by the agents. A little bit about how the workflow is set up internally: cases come in and are ...
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58 views

Tracking time elapsed in each stage on a Case

Caveat: Broadly this is a question asked multiple times; Specifically this question do we have a pattern that we use OOTB? While it is very possible to track time using formulas or code - I am looking ...
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22 views

How to query queues with an online or available agent?

I'm planning to route customers dynamically based on what they choose in the pre-chat form. the picklist values presented to the customers should depend on which queues are online or have at least one ...
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2answers
73 views

Getting a Service Cloud auth token from Marketing cloud

I need to update a contact in Service Cloud from a script of Marketing Cloud. I managed to do it with postman but when i write it in my script, the response is KO. Here is my code for obtaining the ...
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1answer
189 views

Case Time Tracking in Service Cloud - Is it possible?

We are considering using Service Cloud in my company and I was not able to find straight forward answer on one question. Does SF Service Cloud has an option which would allow my agents to record time ...
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1answer
73 views

Salesforce Console Aura component, Looking for option to open multiple tab within same console window

I have one Aura component which has button, I need to open few urls (for time being take it as hardcoded url as Google, Ping , Facebook) within sale console window adjacent to each other. I want that ...
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22 views

Certain Email reports not appearing in Service Cloud

I have a DE in Shared to which i send emails via Content Builder. I get the email reports in Service Cloud, however it seems like there are some emails missing in the reports. I saw that it could be ...
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1answer
19 views

How can a user select the language for the webchat?

I'm creating a webchat for a Canadian company. They want the ability for the user to select (in pre-chat) the language: either French or English. Once the user selects the language, he/she can fill in ...
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80 views

Social Studio - Create a case in Salesforce and fill custom fields in Salesforce

I created a macro to create case from Social Studio in Service Cloud. I have some fields that are filled based on the fields proposed when I created the macro (cf screen attached). I was wondering if ...
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1answer
80 views

Populating Formula field values from Service Cloud to Marketing Cloud

Is there any solution to populate value of Formula fields ,which are not populating correctly from Service Cloud to Marketing Cloud synchronized DE?
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9 views

Is it possible to add New Account Quick Action to Case layout when Person Account is enabled?

I'm able to add the Quick Action to the Case layout when Person Account is not enabled, but I tried this after enabling Person Account and I'm not able to find the QA on the layout
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18 views

Session is not getting created

In my org when a lead is created through triiger im creating a one custom object record.When ever the custom object is created in the same transaction we are settings few flags as true on the record,...
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1answer
31 views

Enabling servicecloud feature for scratchorg,

Have enabled the servicecloud,LightningServiceConsole feature in scratchorg, but still not seeing service console and service setup in my scratch org "orgName": "Demo company", ...
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15 views

iOS - Registering for Push notifications with ServiceSDK fails

I'm currently trying to enable push notifications for Case Activity, following this guide. My user is already authenticated when I send the token to registerForPushNotifications of ...
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1answer
39 views

EmailMessage Data Storage Isuue in Production

Currently we are facing storage issue in the production org. EmailMessage has consumed most of the data storage there. As of now we don't want to store the old data to another storage as client need ...
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1answer
76 views

Are Pricebook and Pricebookentries available in Service cloud? [closed]

Please let me know if these objects are available in service cloud.
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24 views

How can I update the Service Cloud Account Object when the All Subscribers list in Marketing Cloud is updated?

We currently capture all the unsubscribes in SFSC and use an unsubscribe link in all emails that updates directly Service Cloud (The All Subscribers List is not updated during this process). However, ...
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2answers
446 views

User doesn't have permission to delete a case

I have two permission sets: firstOne: contains only "Manage Cases" permission and Modify All on Cases secondOne: contains all the first one but also has a lot of other settings related or ...
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1answer
293 views

Issue using reply mail management (MC) and email to case (SC)

We use both RMM (MC) and email2case (SC), only we experience an issue. When somebody replies on an email that is sent from Marketing Cloud. Their reply is forwarded with RMM to the address support@...
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57 views

Prevent email-to-case auto matching to existing contacts. Is this possible?

We have email to case setup and working in our org. The standard behaviour is that if the incoming email is from an email address that is associated with an existing contact, then the case gets ...
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114 views

Set list view filters from lwc button

I have created a LWC button on case record to navigate to the knowledge related list. How can I set the filters of this list view while navigation using code? The parameters are the field values in ...
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1answer
149 views

What is the maximum number of skills that can be created for Skill-Based Routing?

I cannot find it anywhere in Salesforce Help Docs. The only information, when it comes to limitations, is regarding searching for already created skills (from Create Skills for Skill-Based Routing): ...

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