Questions tagged [servicecloud]
A Salesforce console is designed to boost productivity for users in fast-paced environments.
335
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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 ...
- 1
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3
answers
24
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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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0
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30
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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 ...
1
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0
answers
25
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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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21
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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.
-3
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30
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How to set different case origins for different web-to-case forms (Service Cloud) [closed]
I would like to generate different web-to-case forms with the built in html-generator and have different "case origin" default value for every form like one with the case origin value "...
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24
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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
answer
34
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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 ...
- 401
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19
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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
0
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2
answers
43
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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
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94
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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 ...
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54
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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
37
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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 ...
- 401
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0
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24
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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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1
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32
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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 ...
- 1
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0
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47
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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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0
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26
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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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1
answer
45
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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 ...
- 45
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1
answer
26
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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 "...
- 33
-1
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1
answer
65
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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 ...
- 189
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1
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112
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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
answer
66
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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 ...
- 93
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0
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41
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Chat button configuration is not firing as expected
We currently have a Einstein bot enabled in one of our community. We have set Auto greeting on the Chat button that is associated with the Chat bot and also configured a generic auto greeting on the ...
- 135
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26
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unable to access caseArticle object & its fields in salesforce
We are trying to access caseArticle object and its fields using case article Id in salesforce org, but we are not able to do so. I have tried the same using system admin profile but still getting ...
0
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1
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43
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How to nullify AccountId field's value in Case object
I want to remove the value from AccountId field in Case Object but we can't blank the ContactId field value.
Could anyone help me to provide the workaround?
Thanks in advance
3
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1
answer
475
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Attach email and reply in same thread to case using flow
I have a requirement where I need to send the email using flow and want that to get attach to the particular case. Also, If someone reply to that mail it also get attach to that case only.
Any idea ...
- 1,425
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1
answer
66
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unable to Report on LiveChatTranscriptEvent
We want to report on LiveChatTranscriptEvent object to basically see how many transfers are happening.
The Report type is not shown up in Standard/Custom Report Types.
Also, where/how can we query the ...
-1
votes
1
answer
83
views
How to query expired case milestone?
I am trying to query all expired milestones so that I can use them in my flow. I require to send a custom notification to the case owner once a milestone expires. Thank you
- 1
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votes
1
answer
509
views
Omni-Channel Offline Agents not visible when supervisor configuration is set
As per documentation to see offline agents in supervisor tab, Service Resource must be shared with the supervisor:
https://help.salesforce.com/s/articleView?id=sf....
1
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0
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89
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Automatically send an email associated with a case
We use Marketing Cloud to send surveys to contacts about specific products. When a customer completes a survey, a journey creates a case with their comments (Case Description) and survey rating (...
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1
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145
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In service cloud how to get the chat window data in omnichannel flow
How to get the chat window data in omnichannel flow. In my chat window user-given input, I want to get the chatbot first-Name and Subject on the omnichannel flow.
https://drive.google.com/file/d/...
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87
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Whitelisting a Service Cloud sender in Apple's private email relay
we are facing an issue in the email sending from service cloud.
First of all we configured social login with Apple.
Apple gives the option to the customer to hide his email address generating a new ...
- 594
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1
answer
344
views
Does Messaging Session end automatically?
we've just set up SMS messaging with service cloud. Does anyone know if a messaging session will end automatically if it is inactive for a period of time? If so, how long of a timeframe and is there a ...
- 3
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0
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61
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Automatically Launch a Screen Flow
We are using omni channel with service cloud voice. When a rep ends a call we want to require them to relate the voice call to a case and answer some additional questions.
Is it possible to ...
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2
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59
views
How can I get the recodetype name in trigger Handler?
Unable to get recordType name by this.triggerNew[0].recordType.Name.It is return null.
public CustomerInfoHandler() {
this.triggerNew = (List<CustomerInfo__c>) Trigger.new;
}
...
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votes
1
answer
166
views
Can I use / integrate Einstein chat bot in sales cloud
I need to create a chatbot feature in sales cloud. Can I use Einstein chat bot in sales cloud. I know that I might need a service cloud license to create a chatbot but I wanted to know whether I can ...
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1
answer
158
views
Is it possible to make the Case Deflection Satisfaction questions mandatory in the component?
PROBLEM: We are using the case deflection component on our community site and we are wanting to get more engagement from the Satisfaction suggestion prompt. We are finding a very low number of users ...
- 29
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1
answer
340
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Omni Flow not storing Skill Requirements Collection Variable
I'm trying to use Skill-Based Routing to route Chats in my Org. It seems my options to do this are to 1) use a Visualforce Pre chat form page that stores Chat Transcript record information that then ...
- 11
3
votes
0
answers
108
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Deactivating a user related to Service Resource
This help article states
Deactivating a user deactivates the related service resource.
while this one states
Deactivating a user doesn’t deactivate the related service resource.
With summer '22 ...
- 5,096
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92
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Omni Channel Skill base routing: Send data from prechat form LWC to chat script code
Omni Channel Skill base routing:
Goal: For Skill base routing I am taking input from Site Visitor and passing value to chat transcript record.
Actual: I have created a LWC component for use as a ...
0
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1
answer
49
views
Default tab for case feed
Is it at all possible to control the default tab inside the case feed?
The default is 'All Updates' but we'd really like to change this to Emails - we don't care about status updates taking top ...
- 1,955
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1
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137
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Mobile view of Dynamic Form is not consistent with Desktop View Salesforce
For some reason the salesforce app mobile view is not showing the correct fields from the Dynamic Forms. Using Dynamic forms I have renamed the section headers and also added some filters across ...
- 534
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1
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75
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How to block bad/sensitive photos sent by customers through messaging / chat in salesforce [closed]
Tried using Sensitive Data Rules but did not work.
https://help.salesforce.com/s/articleView?id=sf.messaging_block_sensitive_data.htm&type=5
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45
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dynamic widgetHeight for liveagent chat embedded services
I'm trying to set the height for chat widget dynamically based on a value selected in the chat form.
I'm dispatching an event and then handling it inside the static resource file and setting the ...
- 562
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28
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How do I show all the cases belonging to a specific contact and also a view on all cases for the account it belongs to
In an external portal I want to be able to show all the cases belonging to a specific contact and also a view on all cases for the account it belongs to.
I did find some api functionality to gather ...
- 83
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1
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78
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SFMC account linked to Service Cloud org [closed]
I just inherited a marketing cloud account and saw that it is connected to a service cloud org.
Please how could I know what it is connected to?
Thanks
- 21
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1
answer
593
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Export and Import Macro & MacroInstructions
Can anyone please share how to export Macro & It's instructions together and import them in another org? I'm using Salesforce dataloader tool.
- 11
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vote
1
answer
1k
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Omni-Channel : Taking ownership of cases manually doesn't remove the PSR record and get routed to other agent
We have set up Omni-channel with the status-based capacity model. In certain cases, the manager/supervisor needs to manually assign the case to the agent (ex. case sitting too long in the queue and ...
- 21
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votes
1
answer
140
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Replacing http request-response structure with a platform event driven solution
We have a lot of long running callouts to provide live data from physical devices to our users. Due mainly to other issues, the org is running in to concurrent request limits. However I am interested ...
- 109
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1
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247
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Visitor Name in Einstein Bot welcome dialog
Hi I'm working with einstein bot for user to be able to chat to the bot thru slack, without any pre-chat form, user can just type anything and bot will response with welcome dialog. I'm trying to make ...