Questions tagged [servicecloud]
A Salesforce console is designed to boost productivity for users in fast-paced environments.
255
questions
0
votes
0answers
6 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 ...
0
votes
0answers
15 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 ...
0
votes
1answer
68 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 ...
1
vote
0answers
24 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 ...
0
votes
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 ...
0
votes
0answers
18 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 ...
0
votes
1answer
26 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 ...
0
votes
0answers
18 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 ...
0
votes
0answers
12 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 ...
0
votes
1answer
42 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 ...
0
votes
0answers
19 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 ...
0
votes
0answers
54 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 ...
0
votes
0answers
15 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 ...
0
votes
2answers
74 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/...
1
vote
1answer
37 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 ...
1
vote
1answer
42 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://...
0
votes
0answers
33 views
All 'To' recipients automatically moved to the 'CC' field when using 'Reply All' from Lightning Service Console for email-to-case
If I send an email from Outlook to an email services address (an email-to-case flow) which has 3 email addresses in the 'To' field, when I select 'Reply To' on the corresponding case record, those 3 ...
0
votes
0answers
128 views
Create new record in Journey Builder gives error that activity contains field mappings to an event which does not exist on canvas
We synced our Marketing Cloud with our Service cloud and today we tried to create a new object through journey builder.
However, although our mappings are correct (checked 20 times already) we get ...
0
votes
0answers
29 views
Does Salesforce deal with product dimensions in any way?
My company is eyeballing various Salesforce products, and I'm investigating what kind of data cleanup we might have to do to integrate our existing ERP system.
Do any Salesforce products, ...
0
votes
0answers
16 views
Email to case not displaying in outlook
Email to Case in Service cloud is not sending email to company outlook inboxes.
Once an email to case occurs, support agents should receive an email to their company outlook inbox.
We can see on the ...
0
votes
0answers
18 views
Playing Call Recordings Stored on SFTP
We're using Five9, and they don't seem to know the answer, but all our call recordings are stored on an SFTP server. I've been able to create a link on the Task that will trigger the file to be ...
1
vote
1answer
66 views
limiting account creation action from Journey builder to a max of 100?
I think I have a very specific use case on my hands here and i'm trying to determine a solution.
We are receiving batch files containing leads from a third party. These files are manually extracted ...
2
votes
0answers
105 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 ...
0
votes
1answer
137 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
vote
1answer
19 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 ...
0
votes
0answers
33 views
How to resolve this crash issues using Embedded Service SDK Chat version 4.1.0
We keep on received this crash issues as below, we believe this regarding the okhttp3 library issues used by the embedded service sdk. Anyone have idea to resolve this issues?
Blockquote
Fatal ...
1
vote
0answers
41 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
votes
1answer
122 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
votes
1answer
86 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
vote
1answer
60 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
votes
0answers
55 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
votes
1answer
109 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
votes
1answer
87 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
268 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
...
0
votes
0answers
19 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 ...
0
votes
1answer
67 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....
0
votes
0answers
16 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
votes
1answer
257 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=...
0
votes
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
votes
0answers
79 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 ...
0
votes
0answers
67 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
votes
1answer
81 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
votes
1answer
17 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
votes
1answer
272 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 ...
0
votes
2answers
106 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 ...
0
votes
1answer
40 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
votes
1answer
77 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?
0
votes
1answer
189 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 ...
1
vote
0answers
174 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
votes
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 ...
