Questions tagged [servicecloud]

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

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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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42 views

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 ...
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1 answer
80 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 ...
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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 answers
33 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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1 answer
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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
94 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 ...
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110 views

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 ...
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3 votes
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43 views

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 ...
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32 views

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 ...
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1 answer
30 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 ...
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25 views

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 ...
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1 answer
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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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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 ...
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0 answers
22 views

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 ...
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Amazon Connect Lambda to Query Salesforce

Does anyone have an example of all the code which is needed to query Salesforce using a Lambda function form Salesforce connect call flow? All of the documentation, like the one linked below, seems to ...
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-1 votes
1 answer
48 views

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
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1 answer
327 views

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.
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1 vote
1 answer
568 views

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 ...
0 votes
1 answer
84 views

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 ...
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0 votes
1 answer
111 views

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 ...
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0 answers
52 views

Triggered Sends and Salesforce Sends and Service Cloud

I have a triggered send which is working fine but triggered sends from Marketing Cloud - which I have working - are not visible in Service Cloud so someone had suggested using Salesforce Sends instead ...
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0 answers
162 views

How to set Dynamic From Name and Email address of Case Auto-response rules

I have a requirement to send auto-response emails from the case creator's email and name. I'm already triggering this auto-response emails from the case trigger. Only option we have under Step 3: ...
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0 answers
68 views

Omni-Supervisor loops when redirected

I have a problem regarding Omni-Supervisor. I've implemented a flow that fires a custom bell notification when something happens. When the user clicks this notification, it should redirect them to ...
1 vote
2 answers
68 views

Do violate salesforce contract if integration user create cases via API instead of a customer from a custom portal?

I work for a company that sells enterprise saas software, we manage cases in the service cloud, I am working on a solution wherein we want to build a functionality that will allow our customers to ...
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0 answers
13 views

Will Skills-Based-Routing route by createdDate automatically when all other factors are equal?

I'm curious how Omnichannel Skills-Based-Routing will route cases by default. I'm receiving reports that older cases are stuck while newer cases are getting routed and people are wondering why the ...
0 votes
1 answer
566 views

Omni-Channel External Routing: Work not being assigned to available Agent

I'm looking for some advice regarding the setup of Omni-Channel External Routing. While at the project I am currently on we have a Skills-Based Routing process in place we'd like to explore the ...
0 votes
1 answer
851 views

Email Opt Out in SFSC and "Marketing Cloud Unsubscribe" impact different fields -- possible to reflect the same outcome?

We integrated SFMC and SFSC... in SFSC we see the "Marketing Cloud Unsubscribe" field and it works as expected. Once live, the client wants to manage the Marketing email exclusively in SFMC,...
-1 votes
1 answer
233 views

Case status icon

I noticed in this screen that cases have icons related to it and it's a formula field. But where Can I find this icons ? Is a pack or other ? Thanks
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21 views

Use service rep email to send email from Case record

Is it possible to send email via case as the support rep but get the reply back to the case? Or the From attribute must be the email-to-case email address for the reply be attached to the case? Thanka
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138 views

SOAP API Create Case and assign Contact and Account on it based on EMail

Currently i am trying to integrate a Web2Case Form into a website. Unfortunately i think that the web2case form generator of salesforce is not sufficient and i need to use the salesforce api to create ...
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0 answers
56 views

Hyperlink on global action's success message

Helllo all! I have a global action that creates new prospects. Is it possible to add in the suuccess message the hyperlink to the newly created prospect so as the user to navigate directly to the ...
0 votes
0 answers
220 views

Setting up service cloud voice but getting errors following the guide on creating a package (if installed, supposed to create contact center)

the guide is here: I am getting the following error when following this step: Create a Package Version sfdx force:package:version:create --package "<Package Name>" --codecoverage --...
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0 answers
34 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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308 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 ...
0 votes
1 answer
314 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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0 votes
1 answer
44 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?
2 votes
0 answers
137 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 ...
1 vote
0 answers
84 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 ...
0 votes
1 answer
785 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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3 votes
0 answers
819 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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1 answer
7k 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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2 answers
480 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 ...
0 votes
1 answer
358 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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0 votes
1 answer
165 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 ...
0 votes
1 answer
20 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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1 vote
2 answers
120 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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0 votes
2 answers
624 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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0 votes
1 answer
458 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 ...
1 vote
0 answers
33 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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