Questions tagged [servicecloud]

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

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1answer
34 views

DML + callout and corresponding callback: sequencing of operations

We are sending emails from Service Cloud by making a callout to Transactional API of Marketing Cloud. We are then writing the events response back to Service Cloud Logs(of emails/SMS sent) and update ...
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23 views

Company logo not showing up at top left of sales app

I have uploaded a new company logo for sales app in lightning app builder, the logo is only visible to system admin profile user but it's not visibling to a custom profile user.
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1answer
19 views

Any reCAPTCHA equivalent security for Chat?

We need to secure web-chat against bot attacks on our website. Although reCAPTCHA sounds the right solution for this, Salesforce does not have this feature for Chat. Is there any other similar ...
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11 views

How to setup case SLA? Need to reassign case to backup approver queue after it crosses SLA timeline

I have requirement to setup SLA on case object. Req : after case submitted for approval the sla should start and hours would be normal hours (ex.40hrs). After 40 hours if case not get approved then it ...
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1answer
41 views

Configure Blackout window for SMSs sent via Transactional API [closed]

As a requirement, We need to hold the SMSes from being sent through Transactional API for a specific period of time during the night(say 10 PM- 5 AM) and reprocess those messages after the specified ...
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30 views

Shortening URLs in the SMS being sent from Service Cloud [duplicate]

We are sending SMS messages from Service cloud using Transactional API(Marketing Cloud).We were planning to send attachments but transactional API does not support attachments hence we have decided to ...
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1answer
40 views

Can i add Salesforce developer org or Sandbox Org into Social studio?

I want to add either Salesforce developer org or Sandbox Org into Social studio . Then want to use it in Engagement macros so that i can test Lead and case creation In Service cloud from social studio ...
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12 views

Case StopStartDate field is not populated properly

I have a situation with some Cases in our Salesforce org when Case.Status changes in the next way: Why StartStopDate not updated accordting to IsStopped? What I have to do to make it work properly?
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0answers
28 views

Execution time of Service Appointment auto-creation on Work Order creation

I need to create a Work Order (WO) after-insert-triggered flow, but the flow needs to update certain fields on the auto-created Service Appointment (SA) of the WO. The problem is that I can´t find if ...
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1answer
59 views

How to query Email Service Address Case Owner in a SOQL query Salesforce?

I need help with the query on EmailServicesAddress object Salesforce. We have setup some Email Service Addresses for Email-To-Case and they have different queues as case owners. I need to query this ...
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1answer
35 views

Custom OmniChannel Routing using Apex

I have a requirement where we want to route customers by prioritising the owner or Sales Team of a matched contact/lead for Chat. As far as I can tell, I can't achieve this using standard Queue-based ...
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1answer
22 views

Detail Missing on Case

Good day When i'm trying to pass a case to a queue, the details that was save on the case like address, account name, etc.. suddenly disappear. Im still new on service cloud and i dont know which part ...
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1answer
15 views

Is Sales Cloud add-on needed to activate person accounts with Service Cloud licence?

It is not clear from Salesforce documentation if service cloud licenses are entitled for Personal Account activation by default or whether Sales Cloud add-on is required. Can anyone help please? ...
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1answer
49 views

Send EmailMessage via REST API for Service Cloud

I'm trying to send an email reply via the REST API for a case created in Service Cloud. Creation of the emailMessage itself and the emailMessageRelation are working correctly. Creation is done via ...
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1answer
27 views

Force Case Email Quick Actions to use predefined Subject values when invoked from Reply button in Email feed

I have 3 Send Email Quick Actions on Case, no Default Template selected, with predefined values for Subject. When invoking these Actions from the Reply or Reply All buttons at the bottom of an email (...
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1answer
22 views

Writing Test Classes in Apex [duplicate]

Is there any link (eg: w3schools) where one can practice writing the test classes in Apex ? I am new to Salesforce and hence having confusion in writing the test classes in Apex.
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1answer
25 views

Create a case and get ref or thread_id programmatically

We recently switched to salesforce service cloud, and have some trouble getting all of our customer service emails routed/threaded correctly. In particular is an email thats sent from our codebase (...
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17 views

How can we route chats to the case owner

How can i route chats from community user to the case owner? Please suggest some approach. How can we route chats to the agent as we route Cases using Apex class and skill-based routing ? Can we ...
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0answers
18 views

Issue related to email access to community contact in email to case

I have community user named "Patric". He has two email address patric@gmail.com & patric@yahoo.com. He was using patric@gmail.com on contact record. Now I asked him to update the contact ...
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10 views

Can I close a case using an entitlement process?

I have a business requirement that asks that a case should be closed as "Incomplete" if still open and no action is performed after 3 months. Now, I know I can do this using a time-based ...
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15 views

Lightning Quick Actions Buffering Issue on Component

I am using Case Quick Actions layout on Case Page. Here as it can be seen, Product is RENT. But when I click on inline Edit for any one of the fields in the layout, the value of Product becomes blank....
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1answer
52 views

What's the best way to mass email cases in Service Cloud?

Our customer services team has a requirement to bulk reply to cases using email templates, so they can respond to hundreds of cases at the same time. I saw that Mass Email Cases was an option in ...
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22 views

Should I receive tracking data from a triggered send after disconnect and connect again the clouds?

I had to disconnect Salescloud from Marketing Cloud for a while and during this period, the triggered send has been keeping active and receiving tracking data. My questions are: Once I reconnect the ...
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1answer
43 views

How to check if a Date is within Business Hours for Multiple TImezones

I am working on a requirement to update a field if the LastModifiedDate lies within the Business hours of the user, viz. Monday to Friday between 8 AM to 5 PM. I have tried using the BusinessHours ...
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0answers
13 views

Can we make case milestone record completion date uneditable for some users?

I was trying to hide the case milestone completion date for some profiles. I tried using page layout read-only option and we can't set field-level security for case milestone. Also, we can't write a ...
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1answer
58 views

How to using AMPScript in Web to Case form

I have a W2C form that need to change the ContactName text field to lookup field that will contain all the contacts in our CRM org and I try to using AMPScript to do it. However, I want to know is ...
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25 views

My Email-To-Case Email Service Address is not accepting all mail

My company is using Email-To-Case. Our main support@acme.com is accepting the email and attempting to forward it to the Salesforce Email Service Address. Salesforce is not accepting the forwarded ...
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103 views

Service Cloud Connector for Commerce Cloud B2C

I am working on setting up the connector between Salesforce Service Cloud and Commerce Cloud B2C using the files from the Order on Behalf toolkit found here: https://help.salesforce.com/articleView?id=...
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1answer
37 views

Update SFDC's Date field from Journey Builder

A journey with entry source as Salesforce data, needs to update the Salesforce record's field with TODAYs date. How to achieve this from OBJECT ACTIVITY update or any approach?
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0answers
88 views

Unable to set custom field value on the chat transcript object from pre-chat using Embedded Service

I am using an embedded service deployment to show a chat window on a publicly hosted webpage. This chat has a pre-chat form configured where I take in the contact details. I want to input some ...
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0answers
12 views

Trigger send - Marketing Cloud Connector

I am trying to set up a trigger send in Service Cloud, however, when I select "New Record is Created" the email does not deploy. My assumption is that an email will not deploy when a record already ...
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1answer
27 views

SOQL to get the latest case grouped by Web Email

We have many cases where customers are submitting multiple support cases via our website for the same issue. We would like to identify the latest case submitted per customer and automatically close ...
2
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0answers
151 views

Lightning Knowledge component is not refreshed when the case changed programatically

In the detail page below, the standard Knowledge component is properly refreshed when I change the "Verbatim (English Language)" field through the UI. However, if I change the value of "Verbatim (...
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24 views

Complete case milestone when a violation occurs and start second milestone

I have an entitlement process with 4 milestones. When case is created, starts 2 milestones: One (called Total) should be completed until de case is closed. Second should be completed automaticaly when ...
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0answers
36 views

How do I pause a milestone, but still report on the GROSS time it took to complete and how long it was blocked for?

When a milestone does not meet certain criteria and disappears from the user layout - does this pause the entitlement? I went into the Milestone Time Settings and enabled "Stopper time and actual ...
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0answers
148 views

Is it possible to keep Embedded Service's Chat Button available even when there are no Agents online?

I've been working in a requirement where we customized the Pre-Chat form using Lightning Components to leverage the usage of some customs messages and conditions to submit the chat or not. The current ...
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1answer
167 views

Record is not getting created from Pre-Chat form

Pre-Chat form has a feature that tries to match the information entered, with existing records. If no match found, a record will be created and Chat transcript is associated with that record. For ...
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0answers
86 views

Unit tests for MessagingSessions in Service Cloud

I'm struggling with writing apex unit tests for my new Messaging Channel. I just configured Facebook Messenger as new messaging channel for existing OmniChannel. When someone is starting conversation ...
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0answers
17 views

Servicecloud and japanese language - few questions

I have got some questions regarding Salesforce/Servicecloud and japanese language. I do know Salesforce supports japanese language, but I am still not sure if about 2 specific things: Does that mean ...
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0answers
47 views

How to remove thread ID optionally

Is there a way to remove the thread ID from an email sent off a case? Customer service users want to raise cases in other queues by forwarding an email from their case however the thread ID means the ...
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1answer
30 views

Isolate multiple IF statements?

I'm running into some difficulty in getting a case milestone to update correctly. The context is that my Org had three departments, and three separate entitlement processes (which all completed on ...
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0answers
39 views

Salesforce Survey translation

I use the salesforce survey tool to create the first survey, I want to translate this survey into multiple languages. I have enabled translation and add languages (e.g. German and Italian) to ...
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0answers
17 views

Service cloud chat findOrCreate on custom fields not populating in Contact

I am trying to configure Service Cloud chat with our website. To correlate the chat session with a user in our own internal system I would like to pass our own user ID to the contact object in ...
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1answer
66 views

How to merge multiple RetriveSalesforceObjects call into one rowset variable in ampscript

I have to retrieve Contact records, from CRM using AMPScript, based on the mobilePhone field. Now the data could be stored in international format or without the country code. In order to do so I had ...
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0answers
20 views

Searching for Servicecloud “intake document”?

I am trying to find if anyone has something like an intake conversation document, like a step by step guide for gathering information from end user in order to write a briefing for developers. I am ...
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0answers
217 views

Remove cases from Omni channel routing

In my current Omnichannel implement, I'm using both chats and Cases to route work to agents. Now we don't want to use Omnichannel for Cases, we just want to use chats. For this, I tried to delete the ...
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0answers
17 views

Expose field service agent location to community users

There is possibility to track where your service resources are being a dispatcher. Is there any possibility to expose that functionality to the community users? Eg. Field service agent is travelling ...
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2answers
157 views

Facebook to Salesforce Sales cloud / Service cloud Integration

1) First question, can we Integrate FACEBOOK and Sales cloud via API or any app? 2) I have a page fan page in my FACEBOOK account, can I bring them [who liked, subscribed to my page] as LEADS/...
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1answer
81 views

Field Service Lightning Mobile App - Pushing Data during Maintenance Window

Our instance is having scheduled maintenance performed in the next few months that will render our data Read Only for 1 hour. We have Service Resources updating Work Orders and Service Appointments ...
2
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1answer
178 views

Where in Setup, or in Permission Sets, is the “Configure Messaging” permission set?

Help pages about setting up text messaging (SMS or Facebook Messenger) channels in Service Cloud contain this procedure: Quick Find "Messaging", and select "Messaging Settings" . For instance https://...

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