Questions tagged [servicecloud]

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

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1answer
584 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 & ...
0
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2answers
1k 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
34 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
333 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
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1answer
653 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
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2answers
699 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
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0answers
204 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
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3answers
1k 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
98 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
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1answer
62 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
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1answer
228 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 ...
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2answers
3k 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
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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
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0answers
22 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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2answers
928 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
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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
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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 ...
0
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1answer
1k 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
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1answer
143 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
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1answer
327 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
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1answer
707 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
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1answer
24 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
40 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
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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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2answers
503 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 ...
0
votes
2answers
5k views

How to tell how many custom objects you can create?

We are running the Enterprise Edition of Salesforce We have a number of "Service Cloud Licenses". Licenses are assigned via Salesforce Licenses with the Service Cloud feature being activated (to ...
3
votes
0answers
98 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
62 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
592 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
752 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
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0answers
32 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
357 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 ...
1
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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
votes
1answer
112 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
53 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
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1answer
158 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
593 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
418 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
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1answer
19 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
301 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
288 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
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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
2k 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
35 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
49 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
34 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
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0answers
794 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 ...