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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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Default tab for case feed

Is it at all possible to control the default tab inside the case feed? The default is 'All Updates' but we'd really like to change this to Emails - we don't care about status updates taking top ...
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Mobile view of Dynamic Form is not consistent with Desktop View Salesforce

For some reason the salesforce app mobile view is not showing the correct fields from the Dynamic Forms. Using Dynamic forms I have renamed the section headers and also added some filters across ...
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How to block bad/sensitive photos sent by customers through messaging / chat in salesforce [closed]

Tried using Sensitive Data Rules but did not work. https://help.salesforce.com/s/articleView?id=sf.messaging_block_sensitive_data.htm&type=5
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dynamic widgetHeight for liveagent chat embedded services

I'm trying to set the height for chat widget dynamically based on a value selected in the chat form. I'm dispatching an event and then handling it inside the static resource file and setting the ...
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How do I show all the cases belonging to a specific contact and also a view on all cases for the account it belongs to

In an external portal I want to be able to show all the cases belonging to a specific contact and also a view on all cases for the account it belongs to. I did find some api functionality to gather ...
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Amazon Connect Lambda to Query Salesforce

Does anyone have an example of all the code which is needed to query Salesforce using a Lambda function form Salesforce connect call flow? All of the documentation, like the one linked below, seems to ...
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SFMC account linked to Service Cloud org [closed]

I just inherited a marketing cloud account and saw that it is connected to a service cloud org. Please how could I know what it is connected to? Thanks
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Export and Import Macro & MacroInstructions

Can anyone please share how to export Macro & It's instructions together and import them in another org? I'm using Salesforce dataloader tool.
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Omni-Channel : Taking ownership of cases manually doesn't remove the PSR record and get routed to other agent

We have set up Omni-channel with the status-based capacity model. In certain cases, the manager/supervisor needs to manually assign the case to the agent (ex. case sitting too long in the queue and ...
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32 views

Replacing http request-response structure with a platform event driven solution

We have a lot of long running callouts to provide live data from physical devices to our users. Due mainly to other issues, the org is running in to concurrent request limits. However I am interested ...
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Visitor Name in Einstein Bot welcome dialog

Hi I'm working with einstein bot for user to be able to chat to the bot thru slack, without any pre-chat form, user can just type anything and bot will response with welcome dialog. I'm trying to make ...
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29 views

Triggered Sends and Salesforce Sends and Service Cloud

I have a triggered send which is working fine but triggered sends from Marketing Cloud - which I have working - are not visible in Service Cloud so someone had suggested using Salesforce Sends instead ...
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How to set Dynamic From Name and Email address of Case Auto-response rules

I have a requirement to send auto-response emails from the case creator's email and name. I'm already triggering this auto-response emails from the case trigger. Only option we have under Step 3: ...
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Omni-Supervisor loops when redirected

I have a problem regarding Omni-Supervisor. I've implemented a flow that fires a custom bell notification when something happens. When the user clicks this notification, it should redirect them to ...
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2 answers
38 views

Do violate salesforce contract if integration user create cases via API instead of a customer from a custom portal?

I work for a company that sells enterprise saas software, we manage cases in the service cloud, I am working on a solution wherein we want to build a functionality that will allow our customers to ...
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Will Skills-Based-Routing route by createdDate automatically when all other factors are equal?

I'm curious how Omnichannel Skills-Based-Routing will route cases by default. I'm receiving reports that older cases are stuck while newer cases are getting routed and people are wondering why the ...
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161 views

Omni-Channel External Routing: Work not being assigned to available Agent

I'm looking for some advice regarding the setup of Omni-Channel External Routing. While at the project I am currently on we have a Skills-Based Routing process in place we'd like to explore the ...
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Email Opt Out in SFSC and "Marketing Cloud Unsubscribe" impact different fields -- possible to reflect the same outcome?

We integrated SFMC and SFSC... in SFSC we see the "Marketing Cloud Unsubscribe" field and it works as expected. Once live, the client wants to manage the Marketing email exclusively in SFMC,...
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Case status icon

I noticed in this screen that cases have icons related to it and it's a formula field. But where Can I find this icons ? Is a pack or other ? Thanks
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15 views

Use service rep email to send email from Case record

Is it possible to send email via case as the support rep but get the reply back to the case? Or the From attribute must be the email-to-case email address for the reply be attached to the case? Thanka
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SOAP API Create Case and assign Contact and Account on it based on EMail

Currently i am trying to integrate a Web2Case Form into a website. Unfortunately i think that the web2case form generator of salesforce is not sufficient and i need to use the salesforce api to create ...
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Hyperlink on global action's success message

Helllo all! I have a global action that creates new prospects. Is it possible to add in the suuccess message the hyperlink to the newly created prospect so as the user to navigate directly to the ...
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Setting up service cloud voice but getting errors following the guide on creating a package (if installed, supposed to create contact center)

the guide is here: I am getting the following error when following this step: Create a Package Version sfdx force:package:version:create --package "<Package Name>" --codecoverage --...
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Can I redirect Salesforce Embedded chat visitor to a website if chat is not answered within 2 minutes?

I have recently been working on embedded chat in Salesforce. One of the use case I am trying to implement is if a customer/visitor waits for 2 mins, I want to redirect to a website page. Is this ...
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Omni-Channel automatic message

Is it possible to add an automatic message in Chat in certain situations? For example something like 'sorry to keep you waiting, I'll be back shortly' when an Agent is not responding for x seconds? I ...
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161 views

Service Cloud Voice with Partner Telephony from Amazon Connect - setup question

I'm new to configuring Service Cloud Voice, and have been following the document: https://resources.docs.salesforce.com/latest/latest/en-us/sfdc/pdf/support_voice_pt_amazon_connect.pdf The main issue ...
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embedded_svc.menu.settings.directToButtonRouting Possible?

I have used the following code before for Live Chat and it's working fine to direct to a button ID based on the Pre chat question customer answers. Now, this code seems to be not working when I ...
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Show Chat Transcript Status On Case Record

I am trying to create a formula field to update "Chat Status" from LiveTranscript.Status field on Chat Transcript record. I created a formula field on Case called "Chat Status" and ...
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109 views

How can I auto start chat in preChat(LWC) when the page loaded and the condition is true?

How can I auto start chat in preChat(LWC) when the page loaded and the condition is true? I tried to do the code below import BasePrechat from 'lightningsnapin/basePrechat'; import { api, track } from ...
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25 views

Update a field when clicking on the end chat button

I need to update a field when clicking on the end chat button of a messaging session: Is there a way to do this?
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Challenge with resuming a casemilestone and completing a case milestone simultaneously

We have milestone set up as below: When a case is moved to Resolved status, all the case milestones are paused by setting IsStopped to true. IsStopped will be set as false when the status is changed ...
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Cannot see conversation in omnichannel widget

I deployed all our org staff from a sandbox to another, but I am experiencing an issue with our Messaging conversation. In a nutshell, we can't see the chat conversation when it gets accepted and ...
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  • 173
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1 answer
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How do I disable milestone breached emails?

From a sandbox org I am included in an email alert for Milestone breaches that I no longer want to receive. How can I stop the org from sending this to my account?
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209 views

how to increase Einstein chat bot message size limit

I am working on Einstein chat bot the message limit is 255 characters but i have long message to add but we can add by '+' symbol but I have long URL to add in the same message so i want to increase ...
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131 views

Automatic SMS Message Notifications using Apex and not through flows

I am trying to send Automatic messaging notification from Apex. I am seeing that Automatic messaging notification can be sent through flows https://help.salesforce.com/articleView?id=sf....
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How to get the Contact details in Email from Einsten Bot

I've created an Einstein Chat... when a user enters his name and email as below and closes chat with the further details I want to send email to one of the internal team member and and also to the ...
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2 votes
0 answers
109 views

Migrating from Zendesk to Service Cloud - Rich Text Private/Internal Notes?

We are long time Zendesk Users and are working to migrate to Service Cloud. In Zendesk there are basically 2 types of Ticket Notes/Comments Public Reply - shared with Customer Internal Note - shared ...
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1 vote
0 answers
33 views

Salesforce Email Reply BCCs

My client is looking to remove the auto BCC on Case Reply emails: I can do this by updating the EmailPreferencesAutoBcc field on the user record for the existing Users but how do I prevent this from ...
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0 votes
1 answer
572 views

OmniChannel: Add to Agents Work When Manually Assigned a Case

I am having a challenge with a recent requirement from my support team. We implemented OmniChannel and AgentWork is being routed through a mix of Skills and Queues. Their new requirement is this: When ...
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3 votes
0 answers
653 views

True differences between Sales Cloud and Service Cloud licenses?

Finding the difference in features between Sales Cloud and Service Cloud licenses has been quite challenging and the documentation seems to be misleading. I have been able to determine that both have ...
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1 answer
3k views

Calculate percentage

I'm currently working on a report and am trying to calculate the proportion of record types. I have grouped the report by the RecordType but can't seem to find how to calculate the percentage. Any ...
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2 answers
330 views

Case assignment rules vs apex based assignment

I am trying to understand an internal application in service cloud (I am new to salesforce itself) where cases are incoming from web-to-case, email-to-case and from chat as well. For assigning case to ...
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72 views

Any workaround for voice call object trigger

I need to update a field in before update of voice call trigger. From googling I came to know that we cant write trigger on VoiceCall object. Is there a way we can achieve this? My requirement is ...
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1 answer
222 views

Test Class failing for PendingServiceRouting

Working on a test class for PendingServiceRouting to be used invocable methods for a custom apex class. Although while inserting the PendingServiceRouting I am getting Insert failed. First exception ...
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How to reassign a existing Service Appointment to a different Parent Work Order?

How do I reassign a Service Appointment to a different Work Order in Field Service Lightning?
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1 answer
80 views

How do you create a new Case using On Demand Email-to-Case upon forwarding the case to a new Email-to-Case?

I'm working in an org that's requesting a new case be generated whenever an Email-to-Case is forwarded to another department which also happens to be an Email-to-Case email. This means that 2 cases be ...
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0 votes
1 answer
19 views

How to identify contacts

I'm trying to set up some reporting in service cloud which shows the volumes of contacts/responses sent by the agents. A little bit about how the workflow is set up internally: cases come in and are ...
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1 vote
2 answers
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Getting a Service Cloud auth token from Marketing cloud

I need to update a contact in Service Cloud from a script of Marketing Cloud. I managed to do it with postman but when i write it in my script, the response is KO. Here is my code for obtaining the ...
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1 answer
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Case Time Tracking in Service Cloud - Is it possible?

We are considering using Service Cloud in my company and I was not able to find straight forward answer on one question. Does SF Service Cloud has an option which would allow my agents to record time ...
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1 answer
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Salesforce Console Aura component, Looking for option to open multiple tab within same console window

I have one Aura component which has button, I need to open few urls (for time being take it as hardcoded url as Google, Ping , Facebook) within sale console window adjacent to each other. I want that ...
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