Questions tagged [servicecloud]

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

104 questions with no upvoted or accepted answers
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4
votes
1answer
776 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 ...
4
votes
0answers
80 views

Fetch Case's Call logs via REST API

I'm looking for a way to fetch all tasks which represent Call Logs for a given Case via REST API. The tasks are created via 'Log a Call' UI and seem to have no specific distinction from any other kind ...
4
votes
0answers
74 views

Including javascript in the top level window of Service Cloud

I'm working on an integration project that requires showing the Service Cloud from a .NET control. That control generally communicates via a javascript object on the top level window. The problem I'm ...
3
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0answers
221 views

What is Distributed Marketing?

Based on the Distributed Marketing sales page and help documentation, Distributed Marketing allows for non-marketers to send emails in Sales/Service/Community Cloud using Marketing Cloud as the ...
3
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0answers
91 views

Service Console errors in javascript console

one of our customers is getting some errors in their DevTools Console after using the Service Console for certain period of time and I believe those errors are causing the DOM to break and cause ...
3
votes
0answers
74 views

Case feed - Email publisher entering free email address

I noticed some strange behaviour in the email publisher action on the case feed. When adding an email address manually it commits the address as soon as I type a '.'; for example when entering example....
3
votes
0answers
458 views

Login Service Cloud user through the REST API

I am building a web portal for the SalesForce Service Cloud using the REST API (PHP/WordPress Project). I need Service Cloud users to be able to login to the site through the API without being ...
2
votes
0answers
34 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 ...
2
votes
2answers
499 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 ...
2
votes
0answers
462 views

Autopopulate CC Field in Case Email Feed Action Based On Earlier Email's Recipients

My users often receive emails (via Email-To-Case) which have additional recipients CC'd on them. But when the user responds to the email, from the standard (not custom) Case Feed Email Action, the CC ...
2
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0answers
495 views

Trigger event on Live Agent accept chat

I want to auto-assign a case to a user if the user accepts a live agent chat that has the case details attached to it in the pre-chat form, and the case isn't already assigned to an individual. I'm ...
2
votes
0answers
110 views

Live Agent, Correct syntax to create Account from the prechat form?

I tried to create the account whenever the visitor submits the Prechat form. My guess is that I am not using the correct syntax.I want to populate multiple fields and show the account to the agent ...
2
votes
0answers
90 views

Live agent dismisslabel usage

I want to use a URL which redirect customer when support agent was not available on chat. I have used dimiss label to close the chat. Is there any way to redirect customer through URL or can we ...
2
votes
0answers
954 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 ...
2
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0answers
166 views

Customer Service: Case Teams vs Groups

Scenario: there are n groups receiving calls in a Call Center: A, B, C, D. When a Case is received it is seen by all the members of the group. When one of them takes the case in charge, the other ...
2
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0answers
186 views

Salesforce LiveAgent Implementation on external website with failover to an alternate button

How to setup pre-chat form in HTML to embed in customer website?: My questions is in reference to this post/response. I have a requirement which is similar in nature in terms of external website chat ...
2
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0answers
863 views

How does Automated Invitation in Live agent works?

I've configured automated invitation in live agent. But, the code is not working. The criteria is if the customer is on web page for more than 5 seconds. can some one help me in repairing the code. &...
1
vote
0answers
40 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, ...
1
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0answers
36 views

Integrate external live agent chat with Service Cloud Omni Feature

Salesforce service cloud has the Omni feature, like introduced in this video in the Salesforce youtube channel. How about if we have an existing external chat live agent, and we want to integrate it ...
1
vote
0answers
69 views

Trying to use dynamic data in a “Send SMS” activity within a journey using Salesforce Data as the entry source

I have a journey set up using Salesforce Data as the entry source. There's a "Send SMS" step in the journey where I need to be able to pull a specific field out of that object to display in the SMS ...
1
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0answers
40 views

Email-to-Case issue

We have an Email-to-Case address called serviberia@iberia.es. While sending an email from clasica@iberia.es to serviberia@iberia.es, no Case is getting created.When we send an individual email to ...
1
vote
1answer
55 views

Service Cloud Migration - Merging 2 orgs

I would like to know if anybody has experience merging 2 service cloud orgs, the key factors to consider, the impact and the steps. I found a couple of links online that outlines the steps, but I ...
1
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0answers
159 views

Cannot query on IsPrivateDraft field of EmailMessage

I have a field named IsPrivateDraft in EmailMessage, I want to use that field for updating the draft EmailMessage. I want to know the value of this field but cannot use it in query. On using the field ...
1
vote
1answer
148 views

Service Cloud Live Agent in Customer Community Portal

Once live agent is setup, can we embed this on the community portal where only certain customers can engage in chat? We have customer classified as Gold, silver and bronze status and would like to ...
1
vote
0answers
50 views

How do I trigger a Workflow Rule to send an Outbound Message when a new Feed Email has been added to a Case?

I currently have several Workflow Rules listening to changes on Case objects. I have one for Feed Items, Case Comments, and any updates to the Case itself. We recently turned on Email to Case so now ...
1
vote
2answers
240 views

Property currently unsupported: 'concurrencyMode'

I was playing with workbench and tried to create job in "Rest Explorer". The Url I was using: /services/data/v41.0/jobs/ingest/ The Request Headers: Content-Type: application/json; charset=UTF-8 ...
1
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0answers
19 views

What is the best way to set email template on Case based on the Article attached to the Case without using the QuickActionDefaultHandler?

I am not sure of any way to set a default email template based on the Knowledge Article attached to the Case. The current approach has been to add fields on the Article to reference which email ...
1
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0answers
56 views

Parent Service Contract field showing name as ID when shown on List View

I'm using the Standard Service Contracts, with Parent Service Contract. When looking on the actual record, the parent shows up as expected. However, when adding the same field to a list view or a ...
1
vote
0answers
34 views

Change template 'user created this case' in case feed view

Is it possible to change how this appears in case feed view in both Service Console and Classic View? Google didn't help at all
1
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0answers
56 views

How to create a link in the highlights panel of the console to the contact detail page?

I am trying to create a link for the name of the employee in the Highlights Panel of the console so that it opens the Contact Detail page for the employee within the console to allow me to see ...
1
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0answers
31 views

Live Chat EndChatState does not seem to handle errors vs successfully completed chat

I am building a custom Live Agent Chat page in Visualforce. There are three states for the chat page, waiting, chatting, and end. These are the three documented by Salesforce with example code. The ...
1
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0answers
552 views

sforce.console.isInConsole() returns false in Console because apparently isdtp URL parameter is missing…?

We had an issue where sforce.console.isInConsole() returned false in the Customer Console. Of course, if we are in the Console it should return true. Upon further inspection, it appears that the ...
1
vote
1answer
81 views

Service Cloud Fundamental

Like we have RecruitingApp in Platform Fundamental, i was wondering do we have any same help book for service cloud and console application learning. please advice as i am looking for such book ...
1
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0answers
229 views

Service Cloud console action JavaScript security error

We developed a very simple visualforce page with JavaScript to be used as an action in the service cloud console for the case object. Here is the page: <apex:page standardController="Case" > &...
1
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0answers
498 views

Private Case Comments in Salesforce Lightning Service Cloud

It appears that case comments are deprecated in the Lightning version of Service Cloud Cases, in favor of using a chatter feed. As far as I can tell, if a user has access to a case, they have access ...
1
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0answers
363 views

Two users accepting ownership of a single case at the same time

We recently implemented an open sharing model for cases, in which their is a sharing rule to allow all internal users read/write access. Additionally, users with a "Support" profile have "Transfer ...
1
vote
1answer
284 views

How does Omni-channel feature manage agents that change roles over time to address demand?

The Omni-channel feature looks great initially, but am I correct in assuming it needs the agents to all have a very static, defined set of skills and queues to manage? For example, assume I have 20 ...
1
vote
1answer
342 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 ...
1
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0answers
64 views

How to know whom has started/completed a milestone in cases?

In our case solution a case can vary on terms of ownership and then comes our need to get the name of the agent that achieved/violated each milestone within the case. We expected to get this ...
1
vote
1answer
108 views

See anything wrong with this OnClick Javascript button?

I created a new object to store reasons for a case to be deleted. My JS is returning an error: "Cannot read property 'Id' of undefined" AND "Id not specified in an update call" I was wondering ...
1
vote
0answers
115 views

Replace Standard View with VF Page in Agent Console - Links not working

We wish to use the agent console as it has many benefits but to meet some requirements we need to replace the standard View Page with a Visualforce page but we used the Standard Controller and Apex ...
1
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0answers
207 views

Omnichannel - Push Case on Reopen

I have been looking at Omnichannel and there is one thing I can't figure out - can it push a reopened Case back to the Case Owner/Agent? So for example the Agent gets the new Case pushed to them via ...
1
vote
1answer
458 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 ...
1
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0answers
992 views

case assignment rule is getting fired when case comment is added from API

We have setup assignment rules and also setup default case owner from support settings. We are adding case comments through REST API call from external system and whenever case comment is added, it is ...
1
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0answers
32 views

Automatically load From adress on mail, when “Answer customer” button is pressed

I have multiple mail-adresses which leads to the same queue in Service Cloud. When I answer the customer, by pressing the Feed View button "Answer Customer" I can load a specific template through apex ...
1
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0answers
61 views

Can I upload service cloud component with Live Agent enabled to appexchange?

I am trying to upload a managed package to app exchange which contains a service cloud console component with live agent enabled and it gives me upload error "You can't export a console when you have ...
1
vote
0answers
65 views

Enabling Inline Editing for Social Post Tab on Radian6 App

We currently use Radian6 and ServiceCloud integrated. We would like to enable "inline editing" feature on "social posts" tab to be able to process social posts faster. I am aware that a list should ...
1
vote
0answers
877 views

Can liveagent.addcustomdetail API method dynamically handle different data scenarios

Background and Use Case: Currently, we are implementing LiveAgent functionality on one of our external website supporting some 22 countries. The Chat requestor 'selects' a country (say Australia) ...
1
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0answers
52 views

Global Rollout - Record Types Design

We are going building a template for global roll-outs in the near future. It's a service cloud implementation with 3-4 different support processes. Currently we only have 6 different record types ...
1
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0answers
488 views

“insufficient privileges” error in service Cloud Console

When I accept chat request insufficient privileges error comes. As per other community suggestions I checked for agent permission and found these permissions enabled: Customize Application View ...