Questions tagged [servicecloud]

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

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12
votes
1answer
12k 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 ...
10
votes
2answers
3k views

How can I configure Case Comment notifications to go to the Case Contact instead of the Portal User?

Possible red herring, but this seems to coincide with the release of Spring '13. On a Case record: if a support engineer clicks "Send an Email", an email is sent to the Case Contact's email. [good] ...
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 ...
7
votes
1answer
441 views

Cases created by high-volume portal users become inaccessible

Service Cloud Portal users are those users with a High-volume portal license type. There are requirements that typically mean you'll need to use this license type viz. You anticipate more than 300k ...
7
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 ...
7
votes
1answer
3k views

Service Cloud vs. Force.com

Problem: If the only standard objects I am planning to use in an application are the following: 1. Contacts 2. Case 3. Accounts Is it worth it to pay for a service cloud license? I am sure its ...
6
votes
1answer
1k 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 ...
6
votes
4answers
345 views

Why should a Sharing and Visibility Designer split an account instead of reviewing the sharing rules for a UNABLE_TO_LOCK_ROW error?

From the Salesforce Certified Sharing And Visibility Designer exam guide: Universal Containers has successfully implemented a large Service Cloud rollout for their national call centre 3 months ...
6
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 ...
5
votes
4answers
12k views

How can I integrate Salesforce with social networking sites like Facebook, Twitter, Google, etc

I recently read an article in Salesforce related to Service Cloud, where it talks about Driving Productivity with Service cloud. In that article they have mentioned about Community networking ...
5
votes
1answer
461 views

Service Cloud - Free developer edition - Where do I find?

EDIT: I just start working with trailhead but could not able to bring the service console/dashboard to follow the steps. As shown below I have enabled/activate the service cloud in my profile. B ...
5
votes
2answers
2k views

How can we create a Push Notification service in the Service Console.

How about an idea of having the push notifications in the service console. The idea is to have the notification while working in the Service console. This idea is useful for creating the call center ...
5
votes
1answer
892 views

Is there a way to prevent Salesforce from adding a Thread Id to my support emails?

In the email publisher, my subject line looks like this: RE: TEST new ticket But when the email is delivered, Salesforce has appended a thread id: Re: TEST new ticket [ ref:_00DA0Be33._500A0QT1h2:...
4
votes
3answers
2k views

Maintenance Exam for Advanced Developer and Consultant

To keep the Salesforce certification, we should take maintenance exam for 3 release per year. Since the prerequisites for Advanced Developer is completion of DEV401 and ADM201 for Sales Cloud/Service ...
4
votes
2answers
3k views

Salesforce: Log in as other user

I am having issues logging in as another user. I am able to log in as all other users with the same profile except for 1 particular user. Any ideas why that might be the case?
4
votes
1answer
1k views

Ensuring Test Code Coverage when you have Insufficient Access Rights on an Object

I recently ran into an issue where we installed some Service Cloud pieces in our predominantly Sales Cloud org (including the Public Knowledge Base). This installed a few custom APEX classes and tests....
4
votes
1answer
638 views

Does sforce.console.onFocusedPrimaryTab work? Does it work inside a publisher action?

The Salesforce Console Integration Tookit provides two functions for detecting switching focus of console tabs: onFocusedPrimaryTab http://www.salesforce.com/us/developer/docs/api_console/Content/...
4
votes
2answers
806 views

How do I show the number of open cases in a service cloud console?

I'm setting up a Service Cloud Console, for email support. This would replace our current 'system', which is just emailing using outlook. One feature I can see that support agents will miss is that ...
4
votes
2answers
2k views

Case Comments public/private after Spring '12

So with the release of Spring '12, the self-service portal is no longer available for new Salesforce Orgs. Also, it seems that the ability to mark a case comment either public or private is no longer ...
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
votes
2answers
137 views

UPDATE VIEWSTAT not working in test class

According to this Salesforce guide and this forum answer, viewstat record will be created if we use UPDATE VIEWSTAT clause at the end of the query. However its not working as expected in my Test Class....
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 ...
3
votes
1answer
207 views

How can we maintain access to the creator a Case at all times, even when its owner has been changed to Queue

I had written a Workflow rule based on which a case gets auto-assigned to a "Customer Service Representative" queue. Now the problem is that as soon as the case is created, the creator gets ...
3
votes
1answer
254 views

manual sharing in partner community

I setup the partner community in my Organization. Our partners asked us the possibility to require the assistance of another partner on one opportunity. To fulfill this requirement I activated manual ...
3
votes
1answer
3k views

How can I see the original headers on an Email Message?

In my Email Message views, I can't find the "Click here to view original email headers" link described in the Salesforce documentation. How can I get it back? (My org is on Summer '13. I know I've ...
3
votes
1answer
498 views

Email to Case Premium with Sales Cloud License

Can I install and use Email to Case Premium App without having the Service Cloud License. I have a client that only has Sales Cloud and want to use some of the Cases functionality. Thanks Sanchit
3
votes
2answers
3k views

Service Cloud Console Subtab - lookup field and output link

There are 2 scenarios here - There is a custom lookup field on the case object, on click of the lookup - I need to open the record in the subtab. Is this possible? There are couple of output links (...
3
votes
1answer
672 views

how to name a subtab in service console in salesforce

<script type="text/javascript"> window.onload = testSetTabTitle; function testSetTabTitle(){ { sforce.console.setTabTitle('service'); } //to set tab title on load var pageLoad = ...
3
votes
1answer
1k views

Automating Salesforce Console - Selenium ?

I'm just trying to figure out if anyone has successfully completed this. From what I'm seeing id's are randomly generated and not static for each test run. Causing issues identifying iframes on the ...
3
votes
1answer
77 views

Salesforce Knowledge

I am not able to see the "Information" window when I look at knowledge in my developer org. Am I missing a permission? I can only see Title URL Name Summary Validation Status Without the ...
3
votes
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
votes
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
1answer
136 views

Marketing Cloud SMS to Service Cloud Case

In the Mobile Connect documentation is a use case described, to raise a Service Cloud case, if the answer to an sms does not match a keyword: https://help.salesforce.com/articleView?id=...
2
votes
2answers
4k views

Issue with passing parameters in Service Cloud Console Integration Toolkit

i am currently having certain hyperlinks in VF page which i need to make compatible in service cloud and hence using the API toolkit.I am quite new to callback methods, what is the syntax to pass ...
2
votes
2answers
2k views

Salesforce Email Quick action not shown in Case Feed View

I want to add Email Quick Action in publisher view before Question(As displayed in below image). When i edit layout and trying to add Email Quick Action in Salesforce Classic Publisher, Email quick ...
2
votes
2answers
2k views

Cases relationship in salesforce?

Cases in salesforce are customer’s question or feedback on the service they are providing. Eg. if a company sell a product A. Then A will be added to opportunitylineItem. When we have a problem with ...
2
votes
1answer
4k views

Update Completion Dates of CaseMilestone

Using an Apex trigger to update the completion date field on case milestone related list when the case exited the entitlement process...I'm bringing that "Entitlement process End time" to fill in the ...
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 ? ...
2
votes
2answers
1k views

Service Cloud learning guide

Please suggest me some good material for learning Service Cloud console basics. I would like to learn about Cases, Entitlements, Assignment Rules..
2
votes
2answers
151 views

Synchronize MobleConnect Opt-in/Opt-out with Sales Cloud or Service Cloud

What is the best practice way of synchronizing Mobile Connect subscriber status with Sales/Service Cloud? If mobile opt-in/out status is held at Sales Cloud, you can: Query the Synchronized Data ...
2
votes
1answer
39 views

How to Remove Knowledge Article footernote

I have created one Article and i published successfully after i assigned that article to site using visualforce page. once i clicked that article in site it will be redirected to anther page. but that ...
2
votes
1answer
458 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
2k views

How salesforce role based team's cases work in case report

As a manager, I want to see only my cases and my direct repartee's case in Salesforce My teams open cases report. I have 3 other managers in my same role. We all are assigned in same role in role ...
2
votes
1answer
171 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 (...
2
votes
1answer
377 views

routing in omnichannel

I've setup a Omni channel with all routing configuration. For one of the user, I have assigned the Capacity = 2 with unit of capacity =1. That means my user is available to receive 2 work items if he ...
2
votes
1answer
624 views

Refused to set unsafe header when running javascript in Service Cloud

I'm trying to create a button which will: 1) change case status to resolved 2) reload primary tab in service console or refresh a page in classical UI BUT I'm getting an error Refused to set unsafe ...