Questions tagged [servicecloud]

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

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6
votes
1answer
910 views

Contact Data Decision Split for synchronized Salesforce DE leads to wrong path

I encountered a problem in Journey Builder, where decision splits that check for changes in Salesforce Service Cloud (filter expression is configured to retrieve Contact Data from synchronized data ...
12
votes
1answer
11k views

How to setup pre-chat form in HTML to embed in customer website?

I am setting up a Live Agent for my customer and I am very new to Salesforce. I able to setup a chat button upon clicking it will launch chat window. Now I wanted to have pre-chat window, I search ...
0
votes
1answer
4k views

Can we use a visualforce page as a tab in service Console?

Can we use a visualforce page as a tab in service condole? If it is possible can you please explain the steps as well? Thanks in advance
2
votes
2answers
3k views

How Get Parent Field in Attachment?

Please Help me... Account sObject is Parent of Attachment. Now I want to bring Read-only Field Custom field (isReadOnly__c). SELECT Id, Name, Account.isReadOnly__c FROM Attachment How It Gets ? ...
0
votes
1answer
961 views

Snap ins, Pre chat form - adding custom fields

I'm trying to figure out how to add a custom field from Case Object to the pre-chat form. I saw a video from salesforce and I see it was possible. https://www.youtube.com/watch?v=TdnxS8MYSr0 Time: ...
0
votes
1answer
936 views

How to remove Open CTI VF softphone page from salesforce left side

Open CTI Softphone VF page is showing in salesforce left side. How to remove this ? Screenshot attached
6
votes
1answer
3k views

Live Agent, What is the correct syntax to create a case from the pre-chat form?

I am trying to create a case once the visitor submits the pre-chat form but is not working, the record is not created. I managed to get it working using the deployment API but not from the pre-chat ...
8
votes
1answer
5k views

Confused: Lightning Service Console only for Salesforce Classic?

We have a Service Cloud license, we use the console and we'd like to switch to Lightning Experience, now that it is/seems to be available for Service Cloud. Yet I don't know how to enable it. I have ...
2
votes
0answers
905 views

visualforce tab not showing in navigation tab in service cloud console

i recently migrated an app from sandbox to prod. this is a service cloud console app. It has a visualforce tab which is working fine in sandbox. Tab got migrated in prod. I can see preview of ...
1
vote
2answers
14k views

Open a Service Console primary tab from a custom component module

I have a app-level custom component module (the ones in the footer) for a service cloud application. I need to open up a Primary Tab in the console from this custom component. I have the Id of the ...
5
votes
1answer
1k views

Subject line Chinese Character issue in Salesforce

Thanks in advance, I am sending an email from IBM Notes to Salesforce queue(Ex:test@test.com) with Subject line Chinese Character and the body content also Chinese character only. But after creating ...
3
votes
1answer
1k views

Closing Service Cloud Case Milestones using Apex

I am having a look at Case milestones and entitlement processes that are part of the service cloud. I want to programmatically close one of the milestones after a certain Status value has been ...
2
votes
1answer
433 views

Initiate service cloud (console) macro using workflow/APEX

I'm trying to find a way to initiate service cloud (console) macro using workflow/process builder/APEX. The only documentation remotly related to macros and code i found is metadata related and not on ...
2
votes
1answer
132 views

Time based fields on CaseMilestone not showing any value

We have Entitlements and Milestones configured in our org and as standard functionality, Salesforce provides elapsed and stopped time in minutes, hours, and days format when a Case is on-hold (...
1
vote
1answer
917 views

How to use Live Agent Automated Invitation with Custom Variables?

On the automated invitation configuration page for Live Agent, there is an option to use a custom variable to trigger the invitation but I don't see any documentation on how is it supposed to be used. ...
0
votes
1answer
209 views

Update Data Categories selection from knowledge article in salesforce

I want to update data category selection from knowledge article's custom field. I have written a process builder and calling apex from there. but it is not updating data category selection But in ...