Questions tagged [servicecloud]
A Salesforce console is designed to boost productivity for users in fast-paced environments.
353
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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 ...
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1
answer
34
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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 ...
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29
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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 ...
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17
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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 ...
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24
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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 ...
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1
answer
99
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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 ...
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83
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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 ...
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53
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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 ...
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21
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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 ...
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43
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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 ...
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42
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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 ...
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96
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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 ...
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45
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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 ...
- 880
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94
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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 '...
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61
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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 ...
- 2,164
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127
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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 ...
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101
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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 ...
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44
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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.
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370
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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 ...
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307
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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 ...
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81
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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
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41
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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 ...
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24
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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 ...
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44
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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 ...
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32
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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
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37
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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 ...
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1
answer
153
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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 ...
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90
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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 ...
- 56
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587
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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.&...
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34
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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 ...
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2
votes
3
answers
97
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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 ...
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171
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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 ...
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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'. ...
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1
answer
121
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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.
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193
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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 ...
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1
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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 ...
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46
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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
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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 ...
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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 ...
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 ...
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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 ...
- 413
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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?
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91
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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 ...
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0
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461
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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).
...
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37
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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 ...
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0
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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 ...
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100
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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 "...
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1
answer
287
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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 ...
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1
answer
352
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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 ...
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1
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400
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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 ...
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