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Questions tagged [servicecloud]

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

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votes
0answers
18 views

Einstein Bot not able to transfer chat to No Agent flow

As per the new release of Salesforce Winter ’20 for einstein bot in the service cloud Reference: link We have the new feature enabled which is based on the agent's availability i.e. when the user ...
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0answers
19 views

How to Enable Einstein Case Classification in developer org

Could anyone please help me in order to let me know how could I enable Einstein Case Classification in my developer org. I read a lot of documents, Salesforce help page, Release notes but didn't get ...
1
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1answer
18 views

Case Record Types vs Picklist value on case [closed]

We are starting a Service Cloud implementation and getting requirements from the user community about different types of requests that they handle. Is there a good rule of thumb on when to create a ...
1
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0answers
40 views

Search in Salesforce Files Preview

When opening a document (pdf, doc, ppt, xlsx, etcetera) that has been uploaded to Files in Salesforce; it is not possible to search within the document. When pressing CTRL+F in the overlay preview, ...
0
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1answer
26 views

Error on Package Installation - In field: object - no CustomObject named WorkFeedbackRequest > found

I have built an unmanaged package and was able to deploy it to several orgs. Unfortunately at the current Service Cloud org I get the following error: In field: object - no CustomObject named ...
0
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1answer
35 views

Is there any way to get the number of pending chat request on omni channel?

I have a requirement to get the number of pending chat request in the omni channel. I have set the presence configuration capacity to 5 so that an agent can have only 5 chat requests. if a case is ...
1
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1answer
39 views

Is there are any ways an agent can see the number of pending chat requests on omni channel? [duplicate]

I am facing a scenario where an agent can see 4 cases in the omni channel. The agent can not see if there are any pending cases in the queue unless the agent closes one case down from four. Simply, i ...
0
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0answers
11 views

Case History Report

My requirement is to get a dashboard component to show no of cases handover to a specific queue in my org. My Report is on Case Histroy report type. Report is showing duplicate cases as handover to ...
0
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1answer
32 views

Can Omni-Channel be used with Sales Cloud using Service Cloud feature license?

Being on Sales Cloud only, can we make use of Omni-Channel for Lead Assignment using Service Cloud feature license? Thanks
0
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1answer
46 views

Pass line break to Long Text Field from Journey Builder

I have a Journey in Marketing Cloud that is creating records in an object in the Sales & Service Cloud from data stored in an SFMC Data Extension. That object has a long text field that I ...
1
vote
1answer
108 views

Live Agent: Users current location (URL)

Is it possible to get the users current location (URL) they have started the chat from. To see where the user currently is. I am unable to find an example of this. We make use of Embedded Service ...
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0answers
13 views

Copy pasting chat window url is leading to new chat requests in Live agent chat. How to prevent it?

I have implemented live agent in my org and observed that once visitors invoke a chat, they can just copy the url and paste it multiple times to invoke multiple chat requests to agents. This happens ...
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1answer
47 views

how do i fetch articles from lightning knowledge on Salesforce using Native iOS Mobile SDK

In our native iOS app, I included the ServiceSDK using Cocoapods. Referring to https://developer.salesforce.com/docs/atlas.en-us.noversion.service_sdk_ios.meta/service_sdk_ios/servicesdk_ios_dev_guide....
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0answers
14 views

Customizing “New” Work card in Omnichannel

Can we customize the "new" work records in Omnichannel. For instance, can I show more fields other than the name in the image below?
2
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1answer
116 views

Marketing Cloud SMS to Service Cloud Case

In the Mobile Connect documentation is a use case described, to raise a Service Cloud case, if the answer to an sms does not match a keyword: https://help.salesforce.com/articleView?id=...
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0answers
33 views

How can I stop multiple case update notifications being sent?

I've created a PB which notifies the case owner whenever a case they own is updated. The issue is that I have a number of child objects (and processes) which update the case record when an action is ...
0
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0answers
71 views

Getting Internal server issue in Console when performing search based on mail ID - Live agent

Under Live agent, getting Internal server issue when performing a search for Contact record based on mail ID field value from Pre-chat form. Below is the error: An internal server error has ...
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0answers
32 views

Einstein for Service

My Customer Service Team is requesting that we add a number of AI-like features to our Service solution. Many of there requests seem to fit the profile of Einstein for Service. In March, a number of ...
0
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1answer
52 views

Skills Backlog Query

Is there a way to query for items in the Skills Backlog? This is the tab in Omni-supervisor that shows any work that haven't been accepted.
0
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1answer
16 views

Making a phone call to Lead from Agents mobile phone

I want to have a button on Lead record which will allow user(Sales Agent) to make a call to Lead(Customer) from Agent's mobile phone. With CTI configuration, we can make a call from Desktop but the ...
0
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1answer
120 views

Omnichannel Supervisor Dashboard: Change queue feature

As per the documentation (https://help.salesforce.com/articleView?id=omnichannel_supervisor_change_queues_skills.htm&type=5), Omnichannel Supervisor can change the Agent's queue using the "Change ...
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2answers
54 views

Can we send Rich text Field's HTML from Service Cloud to any other system Via API

We have a use case where the Users will make text entries in a Rich Text Salesforce Field and will do customization on the input text field with the salesforce provided rich field's capability. We ...
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1answer
33 views

Using just Marketing Cloud and Service Cloud - to have the same contacts, do I need Sales cloud?

To sync the contacts in Marketing Cloud and Service Cloud, is it necessary to have the Sales cloud? Sorry if it's a beginner question.
0
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1answer
31 views

Is person accounts available in Service Cloud?

for a project, I need to enable person accounts feature in Service Cloud but I can't find any response in the Salesforce documentation. Do you have a link that says if it is possible or not?
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1answer
49 views

How to manage multiple teams working on the same case

I need to handle a scenario where a Sales Rep will raise a case for service activation for a customer. Such a case will have the following steps - Team A will validate the details and then pass on to ...
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0answers
58 views

Lightning Scheduler for the external web page

We have enabled lightning scheduler in our org and we need to add the scheduling app in our external website. I have setup all the things given here, but still I can't see anything in my external ...
0
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0answers
17 views

Populate fields in service console for new record

I have a custom object called Refund under the Case object and there are fields called company name, address, Refund amount Address under the REFUND Object. My service cloud users want the Fields ...
0
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0answers
11 views

How to visually represent milestone tracker in the cases list views?

I would like the case in my case list view to be highlighted with Orange colour when there is just 2 hours left to address the case and with red colour when there is one hour left to address the case.
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0answers
85 views

How to check if any agent is online in einstein bot in apex

I have created 2 bots, and after having some conversation with users I need to transfer the chat to the Agent. So for this, I am calling apex as an action from Einstein bot setup and doing this query ...
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0answers
24 views

Milestone Violation when Priority is Changed

Currently facing an issue where milestones are falsely being registered as violated when the priority of a case is changed. Here is how our entitlement process is setup for the first response ...
0
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0answers
144 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'." ...
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0answers
33 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
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0answers
26 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
140 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
70 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" ...
3
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0answers
190 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
vote
1answer
89 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
66 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
31 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
78 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
votes
1answer
48 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
20 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
212 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
339 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
238 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
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1answer
253 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
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1answer
37 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
vote
0answers
36 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 ...
0
votes
2answers
141 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
163 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 (...