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Questions tagged [servicecloud]

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

0
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0answers
11 views

Post Chat Form in Snap-ins

Post Chat form in Snap-ins not working, Whatever url I give in Post-Chat URL its giving me "Refused to display 'https://www.google.com' in a frame because it set 'X-Frame-Options' to 'sameorigin'." ...
1
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0answers
28 views

Integrate external live agent chat with Service Cloud Omni Feature

Salesforce service cloud has the Omni feature, like introduced in this video in the Salesforce youtube channel. How about if we have an existing external chat live agent, and we want to integrate it ...
0
votes
0answers
18 views

File Upload and Download Security for other file types

I need to change the download behavior for attached files with a .fsc extension. Currently it's behaving as though it were set to execute in browser, but I need it to download instead. Files with .fsc ...
2
votes
2answers
59 views

Synchronize MobleConnect Opt-in/Opt-out with Sales Cloud or Service Cloud

What is the best practice way of synchronizing Mobile Connect subscriber status with Sales/Service Cloud? If mobile opt-in/out status is held at Sales Cloud, you can: Query the Synchronized Data ...
0
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0answers
23 views

To Make a Field Read Only in Service Appointment on Gantt Chart

Currently I'm able to modify/Edit the "Arrival Window" field by right-clicking on Service Appointment(SA-1257)in Gantt Chart. I just want to disable that(Edit) functionality for "Arrival Window Start" ...
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0answers
31 views

What is Distributed Marketing?

Based on the Distributed Marketing sales page and help documentation, Distributed Marketing allows for non-marketers to send emails in Sales/Service/Community Cloud using Marketing Cloud as the ...
1
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1answer
32 views

Open CTI Call Centers vs. Lightning utility bar component

A client needs to have voice capabilities in Lightning (incoming, outgoing calls and call recording), and I wanted to use the Lightning Open CTI Demo as a starting block. After numerous attempts to ...
1
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0answers
53 views

Trying to use dynamic data in a “Send SMS” activity within a journey using Salesforce Data as the entry source

I have a journey set up using Salesforce Data as the entry source. There's a "Send SMS" step in the journey where I need to be able to pull a specific field out of that object to display in the SMS ...
-2
votes
1answer
24 views

Not able to query custom field on CaseMilestone

I have created a custom field on CaseMilestone, But i am not able to do a query that particular field. is that a restriction from salesforce or i am missing something ? Regards Nirmallya
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0answers
15 views

What constitutes an Einstein bot conversation?

From the Summer '18 release notes, Each Salesforce org is provided with 25 Einstein Bots conversations per month for each Live Agent User with an active subscription. So basically if I have 10 Live ...
0
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1answer
44 views

Customize email-to-case feature to also add values to the contact name and account name fields

I need to automate the process of creating a new case for each new mail received in an email id and salesforce already has a feature called 'email-to-case' feature for setting up this automation. I ...
0
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0answers
10 views

sforce.console.getPageInfo() is returning the details of the previous VF page in Service Cloud Console

We are currently facing an issue with the sforce.console.getPageInfo() function. We have a bunch of buttons that use VF page for the create record form. When a record is saved successfully, the page ...
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0answers
40 views

Service Setup not available in Lightning experience

Service Setup option is not visible in lightning experience. I have logged in via system admin profile and checked but the option isn’t coming.
0
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1answer
165 views

Service cloud snap-ins pre-chat form

I am using snap-in with pre-chat enabled to implement chat functionality on our website. I am using the code snippet that is generated by the snap-in. Everything works great but I have 2 questions: ...
1
vote
1answer
185 views

Rest api version v45.0 not working

Rest apis below version v45.0 working fine. But new version v45.0 is not working. Getting error as [ { "errorCode": "NOT_FOUND", "message": "The requested resource does not exist" ...
0
votes
1answer
88 views

How to sync (bi-directional) a field between service cloud and marketing cloud

Just wondering if there is a way or non-formal way to sync a field between SFMC and SFSC? I researched and came across data streams but it is a one way sync between service cloud to marketing cloud ...
0
votes
1answer
28 views

Add new Case Comment through Email

Is it possible to add email response as new case comment? When an internal user comment on the case the customer receives an email. I want that When the customer replies to that case comment email, a ...
1
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0answers
27 views

Email-to-Case issue

We have an Email-to-Case address called serviberia@iberia.es. While sending an email from clasica@iberia.es to serviberia@iberia.es, no Case is getting created.When we send an individual email to ...
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0answers
128 views

Not getting response from apex action einstein bot

Below is configuration screenshot - public with sharing class ChatBotTime { public class ChatBotTimeAndTempOutput { @InvocableVariable(required=true) public String city; @...
0
votes
2answers
62 views

Is Open CTI integration (Call center) available for all Salesforce clouds (sales, service, marketing, health etc)

Is Open CTI integration (Call center) available for all Salesforce clouds (sales, service, marketing, health etc). Where can I find information about which modules/integrations/features are ...
2
votes
1answer
96 views

Time based fields on CaseMilestone not showing any value

We have Entitlements and Milestones configured in our org and as standard functionality, Salesforce provides elapsed and stopped time in minutes, hours, and days format when a Case is on-hold (...
-1
votes
1answer
225 views

How to deal with caseTeamMember Trigger

I have a requirement to add user to case team and need to validate that user should be skilled resource and should have specific skills otherwise do not allow to add that user to case team. I was ...
0
votes
1answer
79 views

Field Service Lightning - Update record offline

We are working on FSL Salesforce, we need help in below scenario Field agent uses FSL app on mobile and update the status of Service appointment according to their work. Suppose today he updated the ...
0
votes
1answer
100 views

I have implemented salesforce live agent and want to use this from external website. What things i need to share with external party

I have implemented salesforce live agent but i want to use this live chat in external sites not FORCE.COM sites. What components so i need to share with external party?
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1answer
138 views

Update Data Categories selection from knowledge article in salesforce

I want to update data category selection from knowledge article's custom field. I have written a process builder and calling apex from there. but it is not updating data category selection But in ...
1
vote
1answer
46 views

Service Cloud Migration - Merging 2 orgs

I would like to know if anybody has experience merging 2 service cloud orgs, the key factors to consider, the impact and the steps. I found a couple of links online that outlines the steps, but I ...
2
votes
1answer
30 views

How to Remove Knowledge Article footernote

I have created one Article and i published successfully after i assigned that article to site using visualforce page. once i clicked that article in site it will be redirected to anther page. but that ...
6
votes
4answers
296 views

Why should a Sharing and Visibility Designer split an account instead of reviewing the sharing rules for a UNABLE_TO_LOCK_ROW error?

From the Salesforce Certified Sharing And Visibility Designer exam guide: Universal Containers has successfully implemented a large Service Cloud rollout for their national call centre 3 months ...
0
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0answers
94 views

Saving fields to LiveChatTranscript from Snap-ins chat?

I'm trying to save the user (browser) timezone for an Einstein Bot to use. Typically I use embedded_svc.settings.extraPrechatFormDetails = [ { "label":"First Name", "transcriptFields": ["...
1
vote
0answers
90 views

Cannot query on IsPrivateDraft field of EmailMessage

I have a field named IsPrivateDraft in EmailMessage, I want to use that field for updating the draft EmailMessage. I want to know the value of this field but cannot use it in query. On using the field ...
0
votes
2answers
491 views

Einstein Bots - training

I'm working on a developer org and trying out the Einstein Bots feature for a possible implementation in a Sandbox/Prod environment. I create the dialogs and add the Einstein Intent phrases, but when ...
1
vote
1answer
53 views

Service Cloud Live Agent in Customer Community Portal

Once live agent is setup, can we embed this on the community portal where only certain customers can engage in chat? We have customer classified as Gold, silver and bronze status and would like to ...
1
vote
0answers
33 views

How do I trigger a Workflow Rule to send an Outbound Message when a new Feed Email has been added to a Case?

I currently have several Workflow Rules listening to changes on Case objects. I have one for Feed Items, Case Comments, and any updates to the Case itself. We recently turned on Email to Case so now ...
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0answers
44 views

Integration between service cloud and commerce cloud

What are the setting to make the sync of contacts from service cloud to commerce cloud ? I have activate the Data Integration Rules but the data is still in Not found status ..
0
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0answers
111 views

Using both Snap-Ins Chat Code as well using Custom Pre-Chat Component Sample Using Aura

I was wondering if it is possible to use Snap-Ins Chat Code, such as this https://help.salesforce.com/articleView?id=snapins_chat_parameters.htm&type=5 like editing the embedded_svc along with ...
1
vote
1answer
30 views

Approve an email before sending

In our business, we want when our L1 agents send email as a reply to a case they should go through approval of their managers. So when they create a reply they put customer email address in to, write ...
0
votes
1answer
787 views

Snap ins, Pre chat form - adding custom fields

I'm trying to figure out how to add a custom field from Case Object to the pre-chat form. I saw a video from salesforce and I see it was possible. https://www.youtube.com/watch?v=TdnxS8MYSr0 Time: ...
0
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0answers
13 views

Append text as first line to all outgoing mail in Service Cloud

While exchanging mail from Desk.com, 'Type your response ABOVE THIS LINE to reply' is appended automatically to the message sent. How can I replicate the same with Service Cloud? Thanks.
0
votes
2answers
179 views

Property currently unsupported: 'concurrencyMode'

I was playing with workbench and tried to create job in "Rest Explorer". The Url I was using: /services/data/v41.0/jobs/ingest/ The Request Headers: Content-Type: application/json; charset=UTF-8 ...
1
vote
1answer
220 views

How to create a FeedItem that has mentions in it with SOAP API?

I am trying to insert feeditems with mentions on a case using SOAP API. Example - "This case was updated by @John Doe" where John Doe is a user in Salesforce. How do I make this happen? I have ...
3
votes
2answers
102 views

UPDATE VIEWSTAT not working in test class

According to this Salesforce guide and this forum answer, viewstat record will be created if we use UPDATE VIEWSTAT clause at the end of the query. However its not working as expected in my Test Class....
1
vote
0answers
53 views

Field service lightning [closed]

I am researching on Field service lightning and i have some questions on it. 1)is FSL available in sales cloud? 2)is it necessary to install FSL managed package?
0
votes
1answer
458 views

what is the difference between service cloud and service console in salesforce

Can someone please help me understand what the difference is between these two things? If I have purchased service cloud - would I see this in the list of APPS?
0
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0answers
31 views

Service - Live Agent

Somedoy knows how Live Agent manage the information the information getted from customer?? I can see some problems based on storage this information. How can use Live Agen without this problem?
1
vote
1answer
411 views

Case Milestone fields are not visible in lightning

As per Salesforce Winter ’17 Release Notes most of the Case Mile Stone fields are Available in both: Salesforce Classic and Lightning Experience. But I am not able to see Milestone Status Icon & ...
0
votes
1answer
526 views

Replies to auto response email are not being attached to case?

We use service cloud to manage our support. The auto response email when any case is created goes out from support_autoresponse@xyz.com as the from email address but the actual email address is ...
0
votes
1answer
32 views

How to show visual flows in service cloud? [closed]

I created one visual flow for lead conversion on using Lead object. Now my requirement is How to show visual flows in service cloud for customer? Can you please help me.
3
votes
1answer
124 views

How can we maintain access to the creator a Case at all times, even when its owner has been changed to Queue

I had written a Workflow rule based on which a case gets auto-assigned to a "Customer Service Representative" queue. Now the problem is that as soon as the case is created, the creator gets ...
1
vote
1answer
450 views

Email Action Not available in Salesforce Service Cloud Publisher Layout

I have added email action to case publisher layout below is the screenshots - But it is not available in case feed publisher layout, see below screenshots- Please Help.
2
votes
2answers
389 views

Change the Case tabs to the Subject instead of the Case Number in Lightning(Service Cloud)

Is there anyway to change the Case tab title to the SUBJECT instead of the CASE NUMBER in Lightning(Service Cloud)? Please see below snapshot. Your help will be highly appreciated. Thanks in ...