Questions tagged [servicecloud]

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

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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 ...
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1answer
312 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:
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1answer
87 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 ...
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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
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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
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1answer
430 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 ...
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1answer
100 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
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1answer
652 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 ...
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0answers
239 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
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1answer
541 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
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2answers
82 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?...
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0answers
472 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
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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
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0answers
560 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 ...
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0answers
90 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
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2answers
685 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
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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 ...
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0answers
565 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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1answer
128 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 ...
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0answers
436 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 ...
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1answer
2k 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
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1answer
317 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
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1answer
398 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
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1answer
279 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 ...
2
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1answer
62 views

Not able to select year of birth in standard page layout not in visual force page

Not able to select year of birth in standard page layout. Calendar years don't go back before the following year year -
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1answer
476 views

Uses for Work Orders [closed]

I'm excited by Work Orders, but only if they add improved reporting or trackability. I would love to see something like Taskray's or Jira's boards on WorkOrders, and to be able to report on our speed ...
1
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1answer
51 views

How to minimize execution time while executing a test class with bulk(200) insert and update

Test class execution taking too much time - How to minimize execution time while executing a test class with bulk(200) insert and update in salesforce?
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1answer
1k views

How to remove Open CTI VF softphone page from salesforce left side

Open CTI Softphone VF page is showing in salesforce left side. How to remove this ? Screenshot attached
2
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0answers
506 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
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0answers
111 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
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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 ...
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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 ...
2
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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 ...
5
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1answer
507 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 ...
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1answer
306 views

Case Articles Tool in the Sidebar of Case Feed Page Layout

I have created a visualforce page (code given below) to show articles related to Case and keyword search for articles. This component is displayed as a sidebar in the case feed page layout. The ...
1
vote
1answer
111 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
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1answer
1k views

How can an Omni-Channel Notification be invoked when Case Re-Opened (but not re-assigned)

When a previously closed case is re-opened, we would like the case to get pushed to the existing case owner in the same way a new case does. They key here is getting a notification through Omni-...
2
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0answers
1k 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 ...
0
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1answer
586 views

Validation rule or lookup filter - Incoming Case (On-Demand-Email-to-Case)

I'm using On-Demand email to case. For automatic case creation from incoming email on several email adresses. I have extended functionality to enable automatic creation of contacts based on other ...
1
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1answer
2k views

Email to Case setup using Microsoft exchange and office 365

Can anyone please guide me or provide some links that helps to setup an email to case. I know how to configure email to case and working perfectly using gmail. I have installed email to case agent ...
0
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1answer
31 views

When will Salesforce SOS will be available for EU based Clusters?

As subject says - When will this feature be available for the EU based Salesforce instances. http://www.salesforce.com/service-cloud/features/sos/
2
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2answers
135 views

How to modify Row Height in Serviice Cloud Console view

I'm using ServiceCloud - Which recently (Winter16) had a major overhaul in terms of GUI. After the winter 16 GUI Update, the Service Cloud Case Console view, showing case records takes up much more ...
2
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1answer
2k views

Differences between Email-to-Case and On-Demand Email-to-Case

I looked up some Salesforce documentation, and I am still a little confused on the differences between Email-to-Case and On-Demand Email-to-Case, as well as when should I implement one or the other. ...
0
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1answer
28 views

Is there an app for enabling “external to Salesforce” users to book ressources in Salesforce

I need an app or custom configuration to be able to book resources from an site outside of salesforce. Resources in terms of events, like a tour of the city etc. Which will be recurring several times ...
1
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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 ...
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0answers
209 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 ...
0
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1answer
113 views

Live Agent Deployment: why does Salesforce recommend a particular place for the generated code?

The documentation on Live Agent Deployment states: "Copy the [generated] deployment code and paste it on each Web page where you want to deploy Live Agent. For best performance, paste the code right ...
1
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1answer
475 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 ...
0
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1answer
121 views

a quick question to service cloud experts

What is the best way to access the large number of records stored in an external billing system from the salesforce console? A logical approach will be to create a custom tab type URL that displays a ...
1
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1answer
2k views

Report/Query to find all “Service Cloud User” in the system

We currently have Service Cloud User license. How can I run a report/query (whatever it is) to find all the users with Service Cloud User permission? This field doesn't seem to be available. It's ...