Questions tagged [servicecloud]

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9 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
763 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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1answer
17 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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1answer
16 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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26 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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2answers
1k 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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2answers
47 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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17 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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1answer
501 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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0answers
219 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
483 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
43 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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2answers
2k 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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1answer
16 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
17 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
112 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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8 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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29 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
30 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
7 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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14 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
21 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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2answers
923 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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130 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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2answers
583 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 ...
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1answer
802 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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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
1k 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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1answer
25 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
35 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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1answer
63 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.
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0answers
13 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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1answer
732 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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1answer
348 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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2answers
90 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 ...
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2answers
1k 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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1answer
3k views

How to create new KnowledgeArticle record from API

I am looking into building a web app using either the SOAP or REST API that would allow our clients team to generate new knowledgebase articles (service cloud) to be submitted to salesforce via the ...
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0answers
24 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
262 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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0answers
54 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
45 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): ...
1
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1answer
181 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
36 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
53 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
56 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
264 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 ...
2
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1answer
61 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
20 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 ...
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1answer
85 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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