Questions tagged [servicecloud]

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

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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 ...
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 ...
3
votes
1answer
501 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
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 ...
0
votes
1answer
679 views

Omni-Channel Beta: Pop Case using Pre-Chat form

Currently we have a Pre-Chat form that was working with just live agent but is not longer working when we enable omni-channel. The Pre-Chat form lookup up an Account, Product, and then associated the ...
1
vote
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 ...
0
votes
1answer
340 views

Transferring ownership of a case with live agent

My questions is the following: I am implementing live agent, and when an agent accepts a chat a case will be created. During the chat if the agent transfers the chat to another agent, the case will ...
0
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1answer
450 views

Changing default apex class in Social Customer Service

How can I change default apex class (to custom class) in inbound settings on social customer service page? In company we have enterprise edition.
0
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2answers
2k views

Enable Field Service lightning

I can just enable work order object under Setup --> Field Service Settings but not all objects that comes with Field Service lightning. We got Service cloud license in our org.Do I still need to ...
0
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1answer
100 views

Service Cloud - ServiceNow Integration (with retries and sequencing)

We have to connect/integrate Service Cloud and ServiceNow cloud applications. Apart from the usual features of Case - Incident sync the requirement is to handle Retries and Sequencing in the event of "...
0
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0answers
49 views

Disable replying to cases from personal emails

New case is created and assigned to a support queue, users from tech team re assign cases to themselves but I want to make sure all the emails are going from support email address instead of their ...
0
votes
1answer
122 views

how i can create report on knowledge article with article types ( ex :Product Advice)? [closed]

how i can create report on knowledge article with article types ex: product advice?how i can create report on knowledge article with article types ( ex :Product Advice)?
1
vote
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 ...
0
votes
1answer
277 views

what are the steps to retrieve using package.xml?

I have created package.xml file as below. As I want to retrieve using package.xml. Can anyone provide me any step by step instructions to retrieve and deploy using this package.xml file? I could how ...
0
votes
1answer
324 views

Display value of alias column from a query in a VF pageblocktable

I have a SOQl query calculating the distance between two sets of coordinates. In the select statement the alias name for this calculated distance is ‘dist’ I have a pageblocktable in my visual force ...
0
votes
1answer
18 views

Pipeline Report

How can I build a report that tells me how much pipeline has been added to Salesforce by week and by agents? Historically speaking, I want to go back and look at the last 6 months.
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?
0
votes
1answer
254 views

Ability to export the History Tracking details of a custom object to excel

Is it possible to export History Tracking details of a custom object to excel?
3
votes
1answer
255 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 ...
0
votes
1answer
22 views

How to setup the sub query to get parent and related list data

BOG_Committee_w_Membership__c has a lookup field to BOG_Committee__c. I need the fields 1) BOG_Committee__r.Name, BOG_Committee__r.Official_1__r.FirstName, BOG_Committee__r.Role_1__c, ...
1
vote
2answers
1k views

Assign selected picklist value as a default value to my Text field?

I want to assign selected picklist value as a default value to my Text field. I am having a Select_Option__c field on Lead and a Enter Detail text field. I also want to add the selected value of ...
1
vote
0answers
31 views

Optimize user experience in Salesforce Service Console [closed]

today I have a bit odd question (since it will not be code related) ;) did any of you happend to know good tool to optimize user experience in Salesforce Service Console? I mean something like ...
0
votes
1answer
2k views

How to refresh Primary Tab when subtab is Updated/Saved on Service Console?

I am able to create a subtab from primary tab on the service console. How do I refresh the Primary Tab when subtab is deleted/closed/saved? Below is the code to create a subtab from primary tab and ...
0
votes
1answer
48 views

Attach and Share Article Link from Support Service Center" to case option from Articles in Service cloud

I am unable to see the below "Attach and Share Article Link from Support Service Center" option for few Articles and I can see for few articles. All Articles are public knowledgebase enabled.
0
votes
1answer
33 views

Fetching Case history into agent console in service cloud live agent

I am learning service cloud live agent. When a customer chats with an agent, if the customer's case is already added, then the agent is able to view the case history in service cloud console. How is ...
0
votes
0answers
717 views

Salesforce Social Customer Service: “reply” link in Social Post is not working

I have enabled Social Customer Service and installed starter pack. I created one facebook page and added that page in SOCIAL ACCOUNTS under social customer service settings. When a user posts ...
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 ...
0
votes
1answer
294 views

Console, how to hide the “New Tab” button

Is it possible to remove/hide the "New Tab" button within the Salesforce Console as below:
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 ...
0
votes
1answer
2k views

Email notification on customer response to case comment

I want to send an email to the Case Owner if a Customer responds to a case comment via email. Is there any out of the box setting? Or do I need to write a trigger?
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 ...
2
votes
1answer
379 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 ...
0
votes
1answer
92 views

Service Console Setup

I'm setting up the service console in a second instance of Salesforce and I think there's something off in the configuration because the middle feed section doesn't look as expected. The feed part of ...
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 ...
1
vote
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" > &...
2
votes
1answer
459 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 ...
1
vote
2answers
66 views

Show Past Cases on the Case Page Layout?

I'd like to show "Past Logged Cases" on the Case Console for Service Cloud. This would be Cases logged by the Case.Contact. Anyone have a simple idea how to do this, or are we talking VF/Lightning?...
0
votes
0answers
428 views

Avaya Communicator web is not working

We use Avaya communicator web to run our call center. When I open Avaya web extension (Google chrome) and click on login through Salesforce credential and login. I got an error message: “License ...
1
vote
1answer
3k views

Service Cloud User and Feature License

Can someone explain the use case behind using a "Sales Cloud License" plus a "Feature License" by ticking the "Service Cloud User" under the user account VS simply buying a "Service Cloud License"? ...
2
votes
0answers
465 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 ...
0
votes
0answers
82 views

Org-wide email address not shown correctly in email received by customer

We have an org-wide email address set up that's being used in outgoing email communication on cases in Service Cloud. For some reason, one of our customers is seeing a salesforce email address instead ...
0
votes
2answers
650 views

trigger a data extension with REST API

we are using a REST API to try to trigger an email. We setted up everything as wrote inside the Exact Target documentation and we get the data inside the data extension but we cannot see any trigger ...
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 ...
1
vote
0answers
501 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
vote
1answer
122 views

Fetch ID of the tabs in the Tab Dropdown Menu on Left Hand Side of the Service Cloud Console

I want to define a default tab that would open every time a user opens the service cloud console. I was thinking of fetching the tabId of the tab from the TAB Menu Navigation bar and then opening it ...
1
vote
0answers
368 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 ...
0
votes
1answer
1k views

Enabling social customer service in Developer Edition

I am trying to evaluate Social Customer Service and wanted some hands on. I have created a new Developer Edition account today and from this link I can head straight into the Social Media section: ...
1
vote
1answer
287 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
346 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 ...
0
votes
1answer
255 views

Console Integration Toolkit: OnCallbegin() does not fire

I am following this guide: https://developer.salesforce.com/docs/atlas.en-us.api_console.meta/api_console/sforce_api_console_oncallbegin.htm I have added the sample script to a vf console component ...