Questions tagged [servicecloud]

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1answer
17 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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2answers
14 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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0answers
12 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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1answer
33 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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7 views

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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1answer
24 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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24 views

Data transfer between Objects

I'm looking to find the best way (any way will do) to get the contact's first name and last name from the Contact object, onto the VoiceCall object. Reason being, in the compact layout for Omni ...
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0answers
12 views

Amazon Connect & Queues

I'm trying to create two different queues in Salesforce that allow a Contact Centre manager to be able to allocate the various staff who are online that day to one of the two queues (and swap around ...
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0answers
14 views

Social Studio reached limit on automation rules

We have reached the limit of automation rules in Social Studio to send to service cloud queues. Is there a way around this limit I'm not thinking of? SF upped it already but said we will start seeing ...
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0answers
13 views

Email thumbnail could not be retrieved in Individual Email Results for Salesforce sends

We sent an email using a Salesforce DE as target. However, when we want to view the Individual Email Results in Service Cloud, some of the emails are not showing and instead it says : " The email ...
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0answers
13 views

Omnichannel: filter Cases depending on presence status selected

We need the ability that when an agent changes its presence status Omnichannel will offer the cases accordingly. For example: Cases can be Web or Phone. We'll have 2 different presence status: "...
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1answer
18 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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0answers
32 views

Tracking time elapsed in each stage on a Case

Caveat: Broadly this is a question asked multiple times; Specifically this question do we have a pattern that we use OOTB? While it is very possible to track time using formulas or code - I am looking ...
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0answers
21 views

How to query queues with an online or available agent?

I'm planning to route customers dynamically based on what they choose in the pre-chat form. the picklist values presented to the customers should depend on which queues are online or have at least one ...
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2answers
54 views

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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1answer
95 views

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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1answer
21 views

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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0answers
19 views

Certain Email reports not appearing in Service Cloud

I have a DE in Shared to which i send emails via Content Builder. I get the email reports in Service Cloud, however it seems like there are some emails missing in the reports. I saw that it could be ...
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1answer
19 views

How can a user select the language for the webchat?

I'm creating a webchat for a Canadian company. They want the ability for the user to select (in pre-chat) the language: either French or English. Once the user selects the language, he/she can fill in ...
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0answers
18 views

Error:The time trigger value calculated by the Apex class “SL_diagnosticsMilestoneTimeCalculator” should be a positive integer

I received one issue where a L2 queue agent cannot reopen a closed case, he is getting error Error:The time trigger value calculated by the Apex class "SL_diagnosticsMilestoneTimeCalculator"...
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0answers
51 views

Social Studio - Create a case in Salesforce and fill custom fields in Salesforce

I created a macro to create case from Social Studio in Service Cloud. I have some fields that are filled based on the fields proposed when I created the macro (cf screen attached). I was wondering if ...
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1answer
40 views

Populating Formula field values from Service Cloud to Marketing Cloud

Is there any solution to populate value of Formula fields ,which are not populating correctly from Service Cloud to Marketing Cloud synchronized DE?
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0answers
8 views

Is it possible to add New Account Quick Action to Case layout when Person Account is enabled?

I'm able to add the Quick Action to the Case layout when Person Account is not enabled, but I tried this after enabling Person Account and I'm not able to find the QA on the layout
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0answers
17 views

Session is not getting created

In my org when a lead is created through triiger im creating a one custom object record.When ever the custom object is created in the same transaction we are settings few flags as true on the record,...
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1answer
25 views

Enabling servicecloud feature for scratchorg,

Have enabled the servicecloud,LightningServiceConsole feature in scratchorg, but still not seeing service console and service setup in my scratch org "orgName": "Demo company", ...
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0answers
12 views

iOS - Registering for Push notifications with ServiceSDK fails

I'm currently trying to enable push notifications for Case Activity, following this guide. My user is already authenticated when I send the token to registerForPushNotifications of ...
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1answer
28 views

EmailMessage Data Storage Isuue in Production

Currently we are facing storage issue in the production org. EmailMessage has consumed most of the data storage there. As of now we don't want to store the old data to another storage as client need ...
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1answer
47 views

Are Pricebook and Pricebookentries available in Service cloud? [closed]

Please let me know if these objects are available in service cloud.
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0answers
15 views

How can I update the Service Cloud Account Object when the All Subscribers list in Marketing Cloud is updated?

We currently capture all the unsubscribes in SFSC and use an unsubscribe link in all emails that updates directly Service Cloud (The All Subscribers List is not updated during this process). However, ...
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2answers
190 views

User doesn't have permission to delete a case

I have two permission sets: firstOne: contains only "Manage Cases" permission and Modify All on Cases secondOne: contains all the first one but also has a lot of other settings related or ...
1
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1answer
157 views

Issue using reply mail management (MC) and email to case (SC)

We use both RMM (MC) and email2case (SC), only we experience an issue. When somebody replies on an email that is sent from Marketing Cloud. Their reply is forwarded with RMM to the address support@...
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0answers
33 views

Prevent email-to-case auto matching to existing contacts. Is this possible?

We have email to case setup and working in our org. The standard behaviour is that if the incoming email is from an email address that is associated with an existing contact, then the case gets ...
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0answers
75 views

Set list view filters from lwc button

I have created a LWC button on case record to navigate to the knowledge related list. How can I set the filters of this list view while navigation using code? The parameters are the field values in ...
1
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1answer
79 views

What is the maximum number of skills that can be craeted for Skill-Based Routing?

I cannot find it anywhere in Salesforce Help Docs. The only information, when it comes to limitations, is regarding searching for already created skills (from Create Skills for Skill-Based Routing): ...
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1answer
37 views

Milestones - Service Cloud

Is it good to have milestones as a countdown for internal processes? For example, let's say we don't have sla with a customer, but we want to have internally a rule to support that we will support him ...
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0answers
74 views

Establish opt-out and opt-in flow for SMSes from Marketing Cloud

Premise: We are sending messages to Customers from Salesforce Service by calling marketing cloud Transactional API. We are using Marketing cloud only as gateway and, templates for SMSes and Emails, ...
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1answer
264 views

How can I auto respond to a post in Facebook or Twitter from Social Studio Automate?

We have created Data sources and Rules in Social Studio Automate so far and are able to successfully trace the posts in Twitter based on topic profiles (created in Social Studio. Also, we are able to ...
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1answer
60 views

DML + callout and corresponding callback: sequencing of operations

We are sending emails from Service Cloud by making a callout to Transactional API of Marketing Cloud. We are then writing the events response back to Service Cloud Logs(of emails/SMS sent) and update ...
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1answer
119 views

Company logo not showing up at top left of sales app

I have uploaded a new company logo for sales app in lightning app builder, the logo is only visible to system admin profile user but it's not visibling to a custom profile user.
2
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1answer
87 views

Any reCAPTCHA equivalent security for Chat?

We need to secure web-chat against bot attacks on our website. Although reCAPTCHA sounds the right solution for this, Salesforce does not have this feature for Chat. Is there any other similar ...
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0answers
32 views

How to setup case SLA? Need to reassign case to backup approver queue after it crosses SLA timeline

I have requirement to setup SLA on case object. Req : after case submitted for approval the sla should start and hours would be normal hours (ex.40hrs). After 40 hours if case not get approved then it ...
1
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1answer
125 views

Configure Blackout window for SMSs sent via Transactional API [closed]

As a requirement, We need to hold the SMSes from being sent through Transactional API for a specific period of time during the night(say 10 PM- 5 AM) and reprocess those messages after the specified ...
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0answers
35 views

Shortening URLs in the SMS being sent from Service Cloud [duplicate]

We are sending SMS messages from Service cloud using Transactional API(Marketing Cloud).We were planning to send attachments but transactional API does not support attachments hence we have decided to ...
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1answer
160 views

Can i add Salesforce developer org or Sandbox Org into Social studio?

I want to add either Salesforce developer org or Sandbox Org into Social studio . Then want to use it in Engagement macros so that i can test Lead and case creation In Service cloud from social studio ...
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0answers
16 views

Case StopStartDate field is not populated properly

I have a situation with some Cases in our Salesforce org when Case.Status changes in the next way: Why StartStopDate not updated accordting to IsStopped? What I have to do to make it work properly?
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0answers
40 views

Execution time of Service Appointment auto-creation on Work Order creation

I need to create a Work Order (WO) after-insert-triggered flow, but the flow needs to update certain fields on the auto-created Service Appointment (SA) of the WO. The problem is that I can´t find if ...
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1answer
209 views

How to query Email Service Address Case Owner in a SOQL query Salesforce?

I need help with the query on EmailServicesAddress object Salesforce. We have setup some Email Service Addresses for Email-To-Case and they have different queues as case owners. I need to query this ...
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1answer
389 views

Custom OmniChannel Routing using Apex

I have a requirement where we want to route customers by prioritising the owner or Sales Team of a matched contact/lead for Chat. As far as I can tell, I can't achieve this using standard Queue-based ...
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1answer
23 views

Detail Missing on Case

Good day When i'm trying to pass a case to a queue, the details that was save on the case like address, account name, etc.. suddenly disappear. Im still new on service cloud and i dont know which part ...
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1answer
16 views

Is Sales Cloud add-on needed to activate person accounts with Service Cloud licence?

It is not clear from Salesforce documentation if service cloud licenses are entitled for Personal Account activation by default or whether Sales Cloud add-on is required. Can anyone help please? ...

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