Questions tagged [servicecloud]

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

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16 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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7 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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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
19 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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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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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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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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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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35 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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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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41 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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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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134 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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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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19 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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52 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
120 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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51 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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27 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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33 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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14 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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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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148 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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2answers
120 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
67 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 ...
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1answer
108 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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39 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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283 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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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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18 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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19 views

Playing Call Recordings Stored on SFTP

We're using Five9, and they don't seem to know the answer, but all our call recordings are stored on an SFTP server. I've been able to create a link on the Task that will trigger the file to be ...
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1answer
67 views

limiting account creation action from Journey builder to a max of 100?

I think I have a very specific use case on my hands here and i'm trying to determine a solution. We are receiving batch files containing leads from a third party. These files are manually extracted ...
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0answers
244 views

Einstein Bot not able to transfer chat to No Agent flow

As per the new release of Salesforce Winter ’20 for einstein bot in the service cloud Reference: link We have the new feature enabled which is based on the agent's availability i.e. when the user ...
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1answer
209 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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1answer
20 views

Case Record Types vs Picklist value on case [closed]

We are starting a Service Cloud implementation and getting requirements from the user community about different types of requests that they handle. Is there a good rule of thumb on when to create a ...
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0answers
51 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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0answers
41 views

Search in Salesforce Files Preview

When opening a document (pdf, doc, ppt, xlsx, etcetera) that has been uploaded to Files in Salesforce; it is not possible to search within the document. When pressing CTRL+F in the overlay preview, ...
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1answer
264 views

Error on Package Installation - In field: object - no CustomObject named WorkFeedbackRequest > found

I have built an unmanaged package and was able to deploy it to several orgs. Unfortunately at the current Service Cloud org I get the following error: In field: object - no CustomObject named ...
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1answer
110 views

Is there any way to get the number of pending chat request on omni channel?

I have a requirement to get the number of pending chat request in the omni channel. I have set the presence configuration capacity to 5 so that an agent can have only 5 chat requests. if a case is ...
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1answer
74 views

Is there are any ways an agent can see the number of pending chat requests on omni channel? [duplicate]

I am facing a scenario where an agent can see 4 cases in the omni channel. The agent can not see if there are any pending cases in the queue unless the agent closes one case down from four. Simply, i ...
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93 views

Case History Report

My requirement is to get a dashboard component to show no of cases handover to a specific queue in my org. My Report is on Case Histroy report type. Report is showing duplicate cases as handover to ...
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1answer
182 views

Can Omni-Channel be used with Sales Cloud using Service Cloud feature license?

Being on Sales Cloud only, can we make use of Omni-Channel for Lead Assignment using Service Cloud feature license? Thanks
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1answer
165 views

Pass line break to Long Text Field from Journey Builder

I have a Journey in Marketing Cloud that is creating records in an object in the Sales & Service Cloud from data stored in an SFMC Data Extension. That object has a long text field that I ...
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1answer
479 views

Live Agent: Users current location (URL)

Is it possible to get the users current location (URL) they have started the chat from. To see where the user currently is. I am unable to find an example of this. We make use of Embedded Service ...

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