Questions tagged [servicecloud]

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

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votes
1answer
270 views

How to sync (bi-directional) a field between service cloud and marketing cloud

Just wondering if there is a way or non-formal way to sync a field between SFMC and SFSC? I researched and came across data streams but it is a one way sync between service cloud to marketing cloud ...
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1answer
38 views

Add new Case Comment through Email

Is it possible to add email response as new case comment? When an internal user comment on the case the customer receives an email. I want that When the customer replies to that case comment email, a ...
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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 ...
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2answers
157 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 ...
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 (...
-1
votes
1answer
507 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
121 views

Field Service Lightning - Update record offline

We are working on FSL Salesforce, we need help in below scenario Field agent uses FSL app on mobile and update the status of Service appointment according to their work. Suppose today he updated the ...
0
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1answer
138 views

I have implemented salesforce live agent and want to use this from external website. What things i need to share with external party

I have implemented salesforce live agent but i want to use this live chat in external sites not FORCE.COM sites. What components so i need to share with external party?
0
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1answer
324 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 ...
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 ...
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 ...
6
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4answers
346 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 ...
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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 ...
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2answers
660 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 ...
1
vote
1answer
151 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
1answer
31 views

Approve an email before sending

In our business, we want when our L1 agents send email as a reply to a case they should go through approval of their managers. So when they create a reply they put customer email address in to, write ...
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votes
1answer
1k 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: ...
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0answers
15 views

Append text as first line to all outgoing mail in Service Cloud

While exchanging mail from Desk.com, 'Type your response ABOVE THIS LINE to reply' is appended automatically to the message sent. How can I replicate the same with Service Cloud? Thanks.
1
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2answers
241 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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1answer
255 views

How to create a FeedItem that has mentions in it with SOAP API?

I am trying to insert feeditems with mentions on a case using SOAP API. Example - "This case was updated by @John Doe" where John Doe is a user in Salesforce. How do I make this happen? I have ...
3
votes
2answers
139 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....
1
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0answers
59 views

Field service lightning [closed]

I am researching on Field service lightning and i have some questions on it. 1)is FSL available in sales cloud? 2)is it necessary to install FSL managed package?
0
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1answer
836 views

what is the difference between service cloud and service console in salesforce

Can someone please help me understand what the difference is between these two things? If I have purchased service cloud - would I see this in the list of APPS?
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0answers
31 views

Service - Live Agent

Somedoy knows how Live Agent manage the information the information getted from customer?? I can see some problems based on storage this information. How can use Live Agen without this problem?
1
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1answer
521 views

Case Milestone fields are not visible in lightning

As per Salesforce Winter ’17 Release Notes most of the Case Mile Stone fields are Available in both: Salesforce Classic and Lightning Experience. But I am not able to see Milestone Status Icon & ...
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1answer
786 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 ...
0
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1answer
32 views

How to show visual flows in service cloud? [closed]

I created one visual flow for lead conversion on using Lead object. Now my requirement is How to show visual flows in service cloud for customer? Can you please help me.
3
votes
1answer
213 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 ...
1
vote
1answer
581 views

Email Action Not available in Salesforce Service Cloud Publisher Layout

I have added email action to case publisher layout below is the screenshots - But it is not available in case feed publisher layout, see below screenshots- Please Help.
2
votes
2answers
500 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 ...
0
votes
0answers
164 views

How do I remove [New Lead] from the Live Agent Chat Transcript information?

When a user opens my live agent chat, the Agent receives this Live Agent Chat user information form that contains their webpage/browser information as well as the Contact information. I can't seem to ...
0
votes
3answers
934 views

MC Connect: Too much contacts after sync

here are my synchronized Data Sources I understand that Lead and Accounts are counted as Contacts. But the SAP Data is only data which belongs to Accounts, but in the moment it is counted as ...
0
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0answers
87 views

Data view: Subscribers - Ask for Optin

my data for AbandonedCart comes as CSV via File drop. The data contains amongst other fields Email and Optin. The Optin can be delivered as True and False. I will send the people with TRUE an ...
0
votes
1answer
60 views

SF Data Entry Event transfers wrong Account:ID

We use Service Cloud as DOR. Here we use Leads just for NL subscribers. Customers are Accounts. For the Double Opt-In process we have two boolean fields. Email_Optin Email_Optin_confirmed ...
0
votes
1answer
176 views

Web to case form fields pre-populated from another page

We have a Web to case form implemented in the force.com sites. This form has is being triggered from another VF page, with some parameters. One of the parameters holds the Id to another object from ...
0
votes
2answers
2k views

what is difference between caseteams and queues?

Queues: Group of users who can owns the records . Case teams:we create case team role and can assign this to predefined case team. But I had a lot of confusion about case teams. Can any one give ...
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 ...
1
vote
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
vote
2answers
745 views

Knowledge article-data category filtering not working with translations

I wanted to apply filter to the article type, and filtering criteria was that show only articles with data categories. So, I created the following SOQL after reviewing question: SELECT ID, Title, ...
1
vote
1answer
2k views

Case Creation-Email Notification From System email

After a case is created, we would like notify the contact about case creation. The users are selecting the flag "Send notification email to contact" which is sending a notification to the contact but ...
1
vote
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 ...
0
votes
1answer
778 views

Case Reason on Case Close layout

Salesforce has just one Case Reason field to show on case creation and case closure layouts. I think it makes senses to show different set of values during closure. I did some research and found that ...
0
votes
1answer
140 views

Salesforce CTI Implementation Service Console

I am preparing for service cloud consultant exam. I have a little bit of experience in supporting CTI integration issues as salesforce developer due to my current project. But there are few points i ...
0
votes
1answer
245 views

Cases with Emails Created by user

I am creating a report in Salesforce using the Cases with Emails standard report. I am trying to get a count of how many emails are sent by each CSA. Because the standard report only allows you to ...
0
votes
1answer
563 views

Linking Social Studio to Salesforce Sandbox

My company, 'A', uses Social Customer Service to respond to customers on social networks. I would like to test a few changes on my sandbox in Salesforce before implementing it on production. I ...
0
votes
1answer
22 views

Invalid field ParentServiceContractId for SObject ServiceContract

I'm getting the error "Invalid field ParentServiceContractId for SObject ServiceContract" when I try to add it to a Visualforce page. I see the field listed under standard fields and referenced in ...
0
votes
1answer
39 views

can anyone tell about flow of service cloud

Can anybody tell me flow of Service cloud like sales cloud has like the following.... campaigns -->Leads -->{Accounts, contacts, Opportinuty}--> Deals won -->Orders
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
vote
2answers
428 views

How to resize prechat form? [duplicate]

I have a prechat form that is developed as visualforce page. Everything is working fine but when prechat form is shown, it has limited size. Is it possible to change the size of the prechat form ? I ...