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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
26 views

Redirect to another page when agent is offline

Is it possible to navigate user to contact us page when user clicks on offline button? I tried to do that using JS, but it opens pop-up and then redirects user. Is is any clean way to redirect user?
0
votes
1answer
24 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
21 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
20 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
60 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
31 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
46 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
77 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 ...
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0answers
44 views

Chat button is disappearing from website though agents are online

We went live with live agent and it is not consistently appearing though agents are available. Need help ASAP as we are facing production issue
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1answer
43 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
63 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?
0
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1answer
54 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
38 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
27 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
267 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
55 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": ["...
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0answers
58 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
359 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
36 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
25 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
27 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
56 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
458 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: ...
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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.
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2answers
143 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 ...
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0answers
63 views

Social Studio Send to Salesforce Macro

When I try to apply a Macro in Social Studio to create a Lead in Service Cloud, I receive this exception: DefaultInboundSocialPostHandler at line 51, column 1: Insert failed. First exception on ...
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0answers
28 views

Select default email template when replying to an email

Is it possible to define a default email template when the user selects the reply or reply to all option? When the user selects a template, all the content of the email is lost, how do I keep the ...
1
vote
1answer
167 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 ...
0
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0answers
21 views

Value is not populated when access through FSL mobile app

we have trigger on Service appointment object and we have used logic that when Service report is not available then we can't change the status of service appointment to complete status with additional ...
0
votes
0answers
97 views

FSL: Using Operating Hours with Accounts when the Field Services Lightning Managed Package is installed

I have FSL (Field Service Lightning) installed with the FSL Managed Package. In the help docs regarding using Operating Hours on the Account: https://help.salesforce.com/articleView?id=...
3
votes
2answers
88 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
49 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?
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1answer
261 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?
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0answers
30 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
320 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
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0answers
29 views

Knowledge Read Access

We have Service Cloud users that can't see the knowledge articles. On the users details they are set as "User License Service Cloud", and also their profile have all the required permissions. But ...
0
votes
1answer
407 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
30 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
97 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
347 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
1answer
311 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 ...
0
votes
0answers
67 views

How do I remove [New Lead] from the Live Agent Chat Transcript information?

When a user opens my live agent chat, the Agent receives this Live Agent Chat user information form that contains their webpage/browser information as well as the Contact information. I can't seem to ...
0
votes
2answers
522 views

MC Connect: Too much contacts after sync

here are my synchronized Data Sources I understand that Lead and Accounts are counted as Contacts. But the SAP Data is only data which belongs to Accounts, but in the moment it is counted as ...
0
votes
0answers
68 views

Data view: Subscribers - Ask for Optin

my data for AbandonedCart comes as CSV via File drop. The data contains amongst other fields Email and Optin. The Optin can be delivered as True and False. I will send the people with TRUE an ...
0
votes
1answer
2k views

Case Auto Response rule not working on Email To criteria

My auto response rule is simple. Email Message: To Address EQUALS exmaple@example.com But the rule will not fire. The only work around is to fire it on case owner with the criteria being the default ...
0
votes
1answer
49 views

SF Data Entry Event transfers wrong Account:ID

We use Service Cloud as DOR. Here we use Leads just for NL subscribers. Customers are Accounts. For the Double Opt-In process we have two boolean fields. Email_Optin Email_Optin_confirmed ...
0
votes
1answer
95 views

Web to case form fields pre-populated from another page

We have a Web to case form implemented in the force.com sites. This form has is being triggered from another VF page, with some parameters. One of the parameters holds the Id to another object from ...
0
votes
2answers
1k views

what is difference between caseteams and queues?

Queues: Group of users who can owns the records . Case teams:we create case team role and can assign this to predefined case team. But I had a lot of confusion about case teams. Can any one give ...
5
votes
1answer
716 views

Contact Data Decision Split for synchronized Salesforce DE leads to wrong path

I encountered a problem in Journey Builder, where decision splits that check for changes in Salesforce Service Cloud (filter expression is configured to retrieve Contact Data from synchronized data ...