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Questions tagged [servicecloud]

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Can we change Owner of Product Request standard object in Field Service Lightning App

I am working in FSL project. I can change Owner of Product Request record in desktop as field technician but I am not able to do that in FSL mobile app. User has create and edit access on object plus ...
Thinker's user avatar
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1 answer
35 views

Embedded Service Deployment - Deployed From Sandbox to Sandbox - CORS Error

I'm naive to some of the newer Service Cloud settings, so I'm hoping someone can point me to the correct settings to review. I'm reaching out here before contacting Salesforce Support as you all are ...
LVB's user avatar
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0 answers
21 views

Unable to open Partner Telephony contact centers in Salesforce Service cloud voice-setup

I am getting below error while navigating to Partner telephony Contact Centers. However, I am able create new contact centers through Partner Telephony setup section. This page has an error. You might ...
Brij Raj Prasad's user avatar
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0 answers
42 views

Embedded messaging deployment snippet to load as a portal User

I have explored the Embedded Messaging deployment and so far what I understood is what I am looking for is not possible to achieve but need help if there is any workaround to achieve following or if ...
Flame Striker's user avatar
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0 answers
29 views

Cases with no skill set getting assigned to agent

We are working on a omnichannel requirement and assigning the skill to cases via custom invocable class. However in some of the scenarios cases which are not matching with any skill are getting ...
Marvel's user avatar
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0 answers
19 views

'Service Setup' is not visible in Unlimited Edition Saleforce Org

I have upgraded my Salesforce Org from Enterprise to Unlimited Edition. I also went through the Service Setup Assistant, but still the 'Service Setup' option is visible when clicking the gear icon. As ...
Gaurav Kumar's user avatar
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0 answers
47 views

How do we change the "Time Trigger (Minutes)" in the milestone after the Case enters the entitlement?

I am new to Service Cloud and need some guidance. I have a case that enters an entitlement when it is created, and there are milestones within the entitlement. I am using an Apex class with a time ...
Rahul Allada's user avatar
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0 answers
36 views

SFSC Soft error in SFMC Update Account Object activities

I am using SFMC Journey Builder and Account activity to updade consumer status on SFSC side. The Account activity is throwing a soft error from SFSC and it has the following message: AccountsTrigger: ...
Maria Stefan's user avatar
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0 answers
43 views

Salesforce Data Cloud - Cannot edit object permissions for Data Stream Object

Hey Guy's, I was using a trial org to complete the Salesforce Data Cloud certification in the Partner Learning Community. I had this task of ingesting data from Service Cloud using a Standard Data ...
Navaneeth S Hari's user avatar
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0 answers
74 views

Does OmniStudio require Financial Services Cloud or can you use it with Service Cloud?

Does OmniStudio require Financial Services Cloud or can you use it with Service Cloud?
Brian David Berman's user avatar
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30 views

Seeking Insight into iparse.io Functionality Within Salesforce

Could someone kindly explain to me how iparse.io operates internally within Salesforce, or provide a reference to documentation? I have reviewed the documentation available at the following link (...
Komal Riaz's user avatar
1 vote
1 answer
72 views

Formula on Individual Email Result for Engaged Segment

There is an Individual Email Result, a custom object created from the Marketing Cloud Connect managed package between Marketing Cloud and the CRM.  This individual email result object has some custom ...
Gitconnect's user avatar
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0 answers
29 views

How to give edit access to certain users for ''File Privacy on Records'' field in content version object

I need to give edit access to certain users for ''File Privacy on Records'' field in content version object but in permission set i couldnt find the object content version and even in field level ...
Zoya's user avatar
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1 vote
2 answers
131 views

can we create matching rules on case object in salesforce service cloud Enterprise Edition so that we can identify duplicate cases?

can we create matching rules on case object in salesforce service cloud Enterprise Edition so that we can identify duplicate cases ? I am unable to see Case object in object dropdown. what may be the ...
Walker's user avatar
  • 2,365
-1 votes
1 answer
158 views

How to stop survey email being sent out to customer went case is closed?

I am doing some Service cloud implementation. Would like to know how to disable the survey email sent out to customers when a case is closed. The Survey email looks like the one in the image below.
Teach Suppors's user avatar
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0 answers
77 views

Platform Events LWC Subscription not listening on Service Cloud

Hi I have tested this same code and setup in a sales cloud playground, and it works smoothly. However when I move the code to a Partner Developer Edition Service Cloud. The LWC Is not receiving the ...
RProgrammer's user avatar
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0 answers
72 views

customise Prechat in salesforce MIAW

We are tying to replace live chat with MIAW in experience community. Is there a way to override standard prechat form in MIAW. We have done in live chat but not happening Messaging in web. We couldn't ...
Ekta Arya's user avatar
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0 answers
84 views

Skill-Based Routing Backlog Showing Wrong Skills

This is what my skills backlog summary looks like: But each of the records should only show one skill each, as it is based on a picklist field. This is what my skill map looks like: I'm sure I have ...
Rebecca Green's user avatar
1 vote
1 answer
94 views

Printing Email Messages (via Visualforce)

How can I print email messages via Visualforce?
Liam Heppenstall's user avatar
0 votes
0 answers
166 views

Using Enhanced Link in Enhanced Einstein Bot

I have an Enhanced Einstein Bot that utilizes Dynamic Enhanced Links, and it functions properly. However, I'm encountering an issue when attempting to pass an ImageId to the bot. You can either ...
bifre's user avatar
  • 1
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0 answers
102 views

Emails forwarded from Salesforce case feed to other email addresses with Email-to-Case set up are not generating new cases

I'm wondering if anyone else has ever had this problem and how you solved it. In our org, we have users who sometimes forward emails from the Case Feed to email addresses for other teams that also ...
Resa's user avatar
  • 11
2 votes
1 answer
229 views

Email to case: different filtering for replies and new emails

I'm looking for help related to the Email-to-case functionality. I'd like to: Enable case creation from email sent only by internal Salesforce users (we can distinguish them by the email address ...
Bartosz Suchocki's user avatar
-1 votes
1 answer
36 views

How to edit an auto response email when a customer opens a case?

Hoping someone can help me. My company is having a company wide offsite meeting to kickoff the new year. I'd like to edit the email that goes out to customer when they send an email to open a case to ...
Laurie Wutzke's user avatar
1 vote
0 answers
336 views

Delete or Update AgentWork record

We have implemented Omni Channel in our Salesforce system. Our implementation is complex, incorporating skill-based routing, and we create PSR records using flows and Apex. When a Case record is ...
salesforce Developer's user avatar
0 votes
0 answers
19 views

Create Escalation Process

I have a little question regarding an escalation process I want to put in place : Basically, our customer service team is handling contact from all channels on cases. I set up the case record type &...
Mathis's user avatar
  • 1
0 votes
1 answer
362 views

Marketing Cloud Connect - change email address and Username of the API User

Is there any problem with changing the username and email of the integration user (API User) between Marketing Cloud and Service Cloud (The integration is through Marketing Cloud Connect)?" Does ...
Luli Moschella's user avatar
0 votes
0 answers
106 views

Salesforce Milestones Timer when changing Entitlement with different Business Hours

I have an interesting use case and I would like to tap into your expertise to see the best way to achieve this (without code 🫣). I'll try to keep it as simple as possible. We have two teams: ...
Paulo Duarte's user avatar
1 vote
1 answer
84 views

Service Cloud for Slack - create private channel fails

In our Service Cloud for Slack setup, when a user (customer support agent) tries to start a swarm in a new Private slack channel in our workspace, the following error ensues: This error occurred when ...
cropredy's user avatar
  • 72.1k
0 votes
0 answers
186 views

How to Query the EmailMessage Origin Routing Address of a Case from Email-to-Case

We need to know which email routing address the case (created from Email-to-Case) was created. Here's a sample scenario that we have: Currently, we have 2 mailboxes forwarding to Salesforce. (Let's ...
user3185455's user avatar
0 votes
1 answer
228 views

Lightning Flow - Update record element started hitting Limit Too many query rows: 50001 even with option - Use the case record that triggered the flow

We have an 'after record is created or updated' record triggered flow on Case, I have this flow to update the Case->AccountId with Case->Contact->AccountId. Attached screenshot of the flow, ...
herr's user avatar
  • 133
0 votes
1 answer
84 views

How to Route Replies to Salesforce Email Alerts Back into Salesforce Instead of Outlook Inbox?

I am facing a challenge with email alerts in Service Cloud and would appreciate any guidance or suggestions. Context: A flow sends an email alert to the customer. The customer receives the email from ...
h3110's user avatar
  • 87
0 votes
2 answers
213 views

Omni Channel Flow Error: The queue isn’t valid for this object type

My flow is using an action called "Check Availability for Routing" to retrieve information about 3 queues like this: I configured each of the action elements selecting the Queue, and then ...
Emmanuel_M's user avatar
-1 votes
1 answer
700 views

Is there a way to automatically make "Available" in Omni Channel when the user (agent) signs into Salesforce?

Ironically, Salesforce asks if you want to log into Omni-Channel when I log into my app. However, when I click the Utility Bar, it still shows offline and sometimes says "Log in to Omni Channel ...
Edwin Schaeffer's user avatar
0 votes
1 answer
791 views

How to prevent that two users end up working on/editing the same record at the same time?

I have a situation in which sometimes two agents end up working on the classification of the same case, at the same time; and I need to stop that from happening. Is there any way to detect if a record ...
Mariana M's user avatar
0 votes
0 answers
195 views

Does the File Uploading Custom Components works for FSL mobile app?

I have created a Lightning Web Component (LWC) that successfully converts multiple images into a single PDF in my developer org. However, when I try to use the same LWC component in my Field Service ...
Deepan Chakaravarthy's user avatar
0 votes
0 answers
160 views

Embedded service deployment styling missing

We've been using the Service cloud chat (Embedded service deployment) since january withouth any issues. However since this week we've notice styling is missing which breaks the UI of the chat (big ...
joren's user avatar
  • 1
0 votes
0 answers
226 views

Can secondary routing priority model and status based capacity model work at the same time for Case routing via Omnichannel?

So currently I have setup a Queue based routing of Email-to-Case along with using Omnichannel feature. Agents(Queue members) are automatically assigned the case. Each agent is assigned 1 Case at a ...
Aishwarya's user avatar
0 votes
0 answers
168 views

UserServicePresence Object : Not able to access UserId field in formula?

REQUIREMENTS : I need to create a field on UserServicePresence object, to check if the current user is the user referenced in UserServicePresence records. I need this field to be used in reports, to ...
Jul0s's user avatar
  • 11
0 votes
1 answer
358 views

Block edit/delete permissions to FeedItem and FeedComment

I hope someone can help me with a solution to a problem I'm having regarding posts and comments on chatter. So, the idea is to block both the editing and deletion of post(FeedItem) or FeedComment ...
Rafael Guedes's user avatar
1 vote
0 answers
153 views

Reply/Reply All/Forward buttons not loading the default email template specified in the Lightning Action

This is happening in the Lightning Case feed. I have created a custom Action for sending an email. On that action I have selected a default email template (it is a lighting email template) to use. In ...
Ben's user avatar
  • 902
0 votes
1 answer
180 views

Lightning out loads but apex calls return cors error

The lightning out(LO) app I have created worked fine. I did not use it however for a few months and now i get a 'Redirect is not allowed for a preflight request' error when my LWC tries to make an ...
Dane's user avatar
  • 145
0 votes
1 answer
727 views

How to make Amazon Connect current call attributes available to Salesforce?

in our service center application we use Amazon Connect CTI (AC). We want to pass a few attributes AC collects from the customer, such as phone number, consent, language etc. We are aware AC can pass ...
Akif's user avatar
  • 15
1 vote
0 answers
626 views

PDF File Preview Not Showing Correctly - Setting "Display alternative file previews" Doesn't Work

I have a problem with PDF File previews which are attached to Account records in Salesforce. When users enter inside the 'Related' tab and try to preview a PDF file, not all the contents inside the ...
Emmanuel_M's user avatar
0 votes
0 answers
106 views

Einstein bot unable to open in firefox incognito mode

I am trying to open einstein chatbot in firefox browser in incognito mode. In Incognito mode it is not opening chatbot in normal mode it is opening
Guest's user avatar
  • 19
0 votes
1 answer
88 views

Salesforce Community - Knowledge Articles

I have a Customer Community and I need to provide customers the ability to search knowledge articles based on model numbers and other types of information. So for example they can search a model of a ...
sfdx_guy17's user avatar
0 votes
1 answer
913 views

Unit Test Error Using System Admin Profile: INVALID_FIELD_FOR_INSERT_UPDATE, Unable to create/update fields: Name. Please check the security settings

I'm getting this error when creating an Account inside a Test class. I'm using the System Admin profile to execute the tests, and this profile has permission to edit the Account Name field (mentioned ...
Emmanuel_M's user avatar
0 votes
0 answers
143 views

Using Field Service lightning objects in a custom application

I have to build a time-tracking application on salesforce. The customer already uses service cloud and intends to implement Field service lightning soon. Idea is to have this time tracking feature for ...
V S's user avatar
  • 56
1 vote
0 answers
2k views

The referenced fallback queue must be an Omni-Channel queue Error

Can anyone tell what is the meaning of this error? "The referenced fallback queue must be an Omni-Channel queue This Route Work invocable action did not create a valid Pending Service Routing.&...
Mark Enriquez's user avatar
2 votes
3 answers
185 views

Webhooks and Sales/Service cloud

I have a 3rd party system which supports webhooks. When something happens in this system it can be configured to post a payload to the destination of choice. I would like to host some code in the ...
user130425's user avatar
0 votes
0 answers
507 views

Email-to-Case won't generate case record

I'm trying to create a case via Email but it won't generate a record in Case. I already configured the Email-to-Case settings, the Email Id is already verified, and I already checked the Support ...
Mark Enriquez's user avatar

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