Questions tagged [servicecloud]

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Salesforce Service cloud Survey Invitation

I have created a survey and an email template. I am sending survey Invitation by using flows through send survey invitation action. I have added a related entity type as a case and used case merge ...
Super Sidhant's user avatar
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1 answer
34 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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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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17 views

How to retrieve the Experience Cloud user that launches Messaging for Web?

We are trying to tie Messaging Sessions and Messaging Users to portal users without having them fill-out a pre-chat form for messaging for web. For the omni-flow where we set the values, it defaults ...
Andrew Meyer's user avatar
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Ignore Status for Queue Routing

I am trying to set up a queue that ignores status, or allows a way to prevent users from being marked 'offline' automatically. Is there a way to do this? So far everything I've read includes using ...
Rebecca Green's user avatar
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1 answer
99 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
83 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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53 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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21 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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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
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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
45 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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94 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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61 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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127 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
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1 answer
101 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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44 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
370 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
307 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
81 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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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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24 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
  • 595
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0 answers
44 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 answers
32 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
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0 answers
37 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
153 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
90 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
  • 56
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0 answers
587 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
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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
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2 votes
3 answers
97 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
171 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
88 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
121 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
193 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
234 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
0 answers
46 views

How to display a modal popup box inside chatbot screen on click of link

I want to display a modal popup box inside chatbot screen on click of link. Please provide me suggestion or code
vijay yadav's user avatar
0 votes
2 answers
87 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
1k 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
322 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
  • 413
0 votes
0 answers
151 views

How to Include Hyperlink in LiveChat Auto Greeting?

I have a requirement where I need to embed a hyperlink in my Live Chat Auto Greeting. However, using an anchor tag reflects as it is on the Chat window. Is what I am trying to do possible? If so, how?
Abhishek's user avatar
-1 votes
1 answer
91 views

SOQL query stopped working, why? [duplicate]

I had this query that was working fine, but then I needed to add some more fields and I get the error message: There was an error when retrieving the Salesforce field information for the object or ...
TiagoD's user avatar
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0 votes
0 answers
461 views

Omni Channel Skills-Based Routing: Switch or Replace Skill After Some Time

We are using Omni Channel Skills-Based Routing for Cases. Each Case comes in with 2 skills: a specific Skill (for a specialist on a Team) and a more-generic Skill (for a generalist on that same Team). ...
DarrylM's user avatar
0 votes
0 answers
37 views

Service Cloud Case Management question

Currently, my organization splits case queues by business unit. For example, when I create a new case, a list of business units is shown (see attached image) and I pick the relevant business unit for ...
Monday's user avatar
  • 1
0 votes
1 answer
218 views

Salesforce does not show users in searches

it happens with all the users of the organization. When we search for a user or a queue, it does not show any results when they exist. For example when I want to change a case owner, when searching ...
Jota's user avatar
  • 25
0 votes
1 answer
100 views

Sales cloud and Service cloud maintenance exam

I have given Sales cloud and Service cloud certifications last year. Does that need maintenance exam? How will I know that needs maintenance exam? These Maintenance exams are not showing in "...
Anusha.G's user avatar
-1 votes
1 answer
287 views

report on live agents salesfoce

I'd like to create a report on agent login, logout time, login duration, break time, status, average handling time, average speed of answer, total number of calls, email, cases, etc in the salesforce ...
ds9972's user avatar
  • 189
0 votes
1 answer
352 views

How to enable direct to agent routing from standard Einstein bot?

We have a requirement to directly route the chat from Einstein bot to a specific agent linked with the Case when the user clicks on Transfer menu and Einstein bot only supports bot/queue/skill ...
Richa's user avatar
  • 1
0 votes
1 answer
400 views

How can I make sure EmailMessage records are saved even if a flow fails?

I have a record-triggered flow that triggers for incoming EmailMessages. It updates fields on the parent Case and tags the owner in a chatter post. (User story: Client replies to an email on a closed ...
nfoley's user avatar
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