Questions tagged [servicecloud]

A Salesforce console is designed to boost productivity for users in fast-paced environments.

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8 views

How can we route chats to the case owner

How can i route chats from community user to the case owner? Please suggest some approach. How can we route chats to the agent as we route Cases using Apex class and skill-based routing ? Can we ...
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237 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 ...
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1answer
594 views

Service cloud snap-ins pre-chat form

I am using snap-in with pre-chat enabled to implement chat functionality on our website. I am using the code snippet that is generated by the snap-in. Everything works great but I have 2 questions: ...
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48 views

Unable to set custom field value on the chat transcript object from pre-chat using Embedded Service

I am using an embedded service deployment to show a chat window on a publicly hosted webpage. This chat has a pre-chat form configured where I take in the contact details. I want to input some ...
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18 views

Issue related to email access to community contact in email to case

I have community user named "Patric". He has two email address patric@gmail.com & patric@yahoo.com. He was using patric@gmail.com on contact record. Now I asked him to update the contact ...
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8 views

Can I close a case using an entitlement process?

I have a business requirement that asks that a case should be closed as "Incomplete" if still open and no action is performed after 3 months. Now, I know I can do this using a time-based ...
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1answer
22 views

What's the best way to mass email cases in Service Cloud?

Our customer services team has a requirement to bulk reply to cases using email templates, so they can respond to hundreds of cases at the same time. I saw that Mass Email Cases was an option in ...
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15 views

Lightning Quick Actions Buffering Issue on Component

I am using Case Quick Actions layout on Case Page. Here as it can be seen, Product is RENT. But when I click on inline Edit for any one of the fields in the layout, the value of Product becomes blank....
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1answer
476 views

Migrating from existing legacy Knowledge base to Salesforce Knowledge base

Our organisation has decided to move from legacy knowledge base system to Salesforce Knowledge base. We have huge KB and bunch of files (doc, pdf). One of the solution is to move from existing KB ...
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22 views

Should I receive tracking data from a triggered send after disconnect and connect again the clouds?

I had to disconnect Salescloud from Marketing Cloud for a while and during this period, the triggered send has been keeping active and receiving tracking data. My questions are: Once I reconnect the ...
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2answers
1k 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 ...
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2answers
877 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 ...
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1answer
399 views

Attach Files not shown in Create Case Form in Community

I am working on the Create Case Form in a community in order to allow people to submit cases from the community. In the community builder, when working on the Create Case Form, there is a checkbox ...
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1answer
34 views

How to check if a Date is within Business Hours for Multiple TImezones

I am working on a requirement to update a field if the LastModifiedDate lies within the Business hours of the user, viz. Monday to Friday between 8 AM to 5 PM. I have tried using the BusinessHours ...
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0answers
12 views

Can we make case milestone record completion date uneditable for some users?

I was trying to hide the case milestone completion date for some profiles. I tried using page layout read-only option and we can't set field-level security for case milestone. Also, we can't write a ...
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1answer
38 views

How to using AMPScript in Web to Case form

I have a W2C form that need to change the ContactName text field to lookup field that will contain all the contacts in our CRM org and I try to using AMPScript to do it. However, I want to know is ...
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2answers
701 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 ...
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21 views

My Email-To-Case Email Service Address is not accepting all mail

My company is using Email-To-Case. Our main support@acme.com is accepting the email and attempting to forward it to the Salesforce Email Service Address. Salesforce is not accepting the forwarded ...
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1answer
753 views

Omni-Channel Beta: Pop Case using Pre-Chat form

Currently we have a Pre-Chat form that was working with just live agent but is not longer working when we enable omni-channel. The Pre-Chat form lookup up an Account, Product, and then associated the ...
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1answer
983 views

Email publisher: Don't override subject when selecting template

I have a question involving the Case feed email publisher. For a customer I am currently implementing their Service Cloud. The customer is used to do alot of communication over email and in addition ...
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40 views

Service Cloud Connector for Commerce Cloud B2C

I am working on setting up the connector between Salesforce Service Cloud and Commerce Cloud B2C using the files from the Order on Behalf toolkit found here: https://help.salesforce.com/articleView?id=...
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0answers
136 views

Lightning Knowledge component is not refreshed when the case changed programatically

In the detail page below, the standard Knowledge component is properly refreshed when I change the "Verbatim (English Language)" field through the UI. However, if I change the value of "Verbatim (...
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1answer
28 views

Update SFDC's Date field from Journey Builder

A journey with entry source as Salesforce data, needs to update the Salesforce record's field with TODAYs date. How to achieve this from OBJECT ACTIVITY update or any approach?
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0answers
11 views

Trigger send - Marketing Cloud Connector

I am trying to set up a trigger send in Service Cloud, however, when I select "New Record is Created" the email does not deploy. My assumption is that an email will not deploy when a record already ...
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1answer
26 views

SOQL to get the latest case grouped by Web Email

We have many cases where customers are submitting multiple support cases via our website for the same issue. We would like to identify the latest case submitted per customer and automatically close ...
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0answers
16 views

Complete case milestone when a violation occurs and start second milestone

I have an entitlement process with 4 milestones. When case is created, starts 2 milestones: One (called Total) should be completed until de case is closed. Second should be completed automaticaly when ...
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1answer
507 views

Service Setup not available in Lightning experience

Service Setup option is not visible in lightning experience. I have logged in via system admin profile and checked but the option isn’t coming.
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35 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 ...
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22 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 ...
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0answers
64 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 ...
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1answer
128 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 ...
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0answers
54 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 ...
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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 ...
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0answers
31 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 ...
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1answer
30 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 ...
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16 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 ...
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1answer
53 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 ...
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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 ...
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1answer
218 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 ...
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0answers
152 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 ...
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16 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 ...
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0answers
52 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 ...
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3answers
3k views

Attach file in live agent and send to customer

I am using salesforce live agent in service cloud. During chat with customer I want to attach record or files from my desktop and send to customer. Right now there is option to attach a record and ...
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2answers
121 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/...
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1answer
68 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
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1answer
118 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://...
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42 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 ...
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0answers
290 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 ...
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0answers
34 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, ...
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0answers
19 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 ...

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