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13 votes
Accepted

Confused: Lightning Service Console only for Salesforce Classic?

I believe you've stumbled into a web of overloaded terminology and recent release changes. Here's a bit of history of the console naming and current state of affairs that I hope clears it up. Before ...
Paul H.'s user avatar
  • 1,348
7 votes
Accepted

Automatically associate chat transcript to case and account

When manually creating the Case in a console component instead of letting Salesforce create the Case automatically via pre-chat or deployment API then you will need to use an apex trigger on the ...
Doug Ayers's user avatar
  • 4,196
7 votes

what is difference between caseteams and queues?

A case team is simply a group of individuals working on a case; there are multiple people involved in the resolution of the case. For example, a case might need a service tech to take care of the ...
sfdcfox's user avatar
  • 497k
5 votes
Accepted

Visualforce Page Error in Sidebar of Service Console

You simply need to change the standardController attribute on your <apex:page> tag to Case: <apex:page standardController="Case"> <!-- other markup --> </apex:page> If ...
Adrian Larson's user avatar
  • 151k
5 votes

Lightning tab label showing "Loading..." in Service Console (bug)

Put this line in Component. //in markup <lightning:workspaceAPI aura:id="workspace"/> In Component init: //Js Controller var workspaceAPI = component.find("workspace"); ...
Tjcool's user avatar
  • 151
4 votes
Accepted

Email2Case - Create new case on replies after X amount of days

I can tell you how we do this. We have a custom emailHandler that processes emails as they come in. Our email handler checks to see if the email relates to a closed case and re-opens it. It would be ...
gNerb's user avatar
  • 9,510
4 votes
Accepted

Open link as subtab in Console View and a new browser Tab otherwise

I like using jQuery on click listener to override navigation for the links based on context. Here is an example- <apex:page standardController="Case"> <!-- Placeholder for link --> ...
Raul's user avatar
  • 18.8k
4 votes

Is there any way we can pause milestones?

When you use Entitlement & Milestones, Case object will have an attribute called Stopped (API: IsStopped). You can make it as true to stop milestone. You can create workflow or trigger to stop ...
Santanu Boral's user avatar
4 votes
Accepted

Lightning QuickAction background color change

NOTE This is a hack and completely experimental, it may break between releases due to CSS class changes and works as of Spring 18. The background color is coming from a app.css class .cuf-scroller-...
Saroj Bera's user avatar
  • 14.8k
4 votes
Accepted

How to deal with caseTeamMember Trigger

As a workaround, You can create a custom VF page which will take input from the user to add the members to a case and use it as List button. In the controller, You can validate the details before ...
sanket kumar's user avatar
  • 15.4k
4 votes
Accepted

OpenSubtab throws error when embedding a VF page in lightning component

I found a way to do it. VF page: <a href="javascript:void(0);" onClick="openCustomSubtab('asdf', 'asdfg');return false;">OpenSubtab</a> Javascript : function openCustomSubtab(id, ...
Nagendra K S's user avatar
3 votes
Accepted

How to find record Id in service console?

Click on triangle in right upper corner and click 'Get link to share'.
m_konyk's user avatar
  • 546
3 votes
Accepted

Lookup in URLFOR in Visualforce

You want to do: URLFOR($Action.Account.View, Case.Account.Id) The view action just tells what page to go to, so set it to the Account view page. Then use the Account Id from the Case to set which ...
martin's user avatar
  • 12.7k
3 votes
Accepted

Salesforce Email Quick action not shown in Case Feed View

Finally i found the Answer - We need to change "Email Deliverability" Settings to "All Emails" instead of System Emails or No Access.
Nirmallya Ghosh's user avatar
3 votes
Accepted

How do I Call Methods in the Console Integration Toolkit from a Lightning Component?

Here is a small experiment as a proof of concept to emit events from lightning component and handle in VF <aura:component> <div> Hello World !!!! </div> <aura:registerEvent ...
Mohith Shrivastava's user avatar
3 votes

Understanding opensubtab functionality along with javascript

The sforce.console.getEnclosingTabId method is asynchronous and the method you pass in as a parameter is termed a callback function. This behavior is clearly indicated in the documentation: This ...
Adrian Larson's user avatar
  • 151k
3 votes
Accepted

How to mock or configure lightning:workspaceAPI in Lightning Testing Service (LTS) tests?

I posted a reply with a couple of options for you to evaluate at, https://github.com/forcedotcom/LightningTestingService/issues/52 Edit: Copied below by Keith C as generally link-only posts are ...
Emad Salman's user avatar
3 votes

Lightning QuickAction background color change

You can also use the aura:html tag to achieve this. Works for API version > 42: <aura:html tag="style"> .cuf-scroller-outside { background-color: white; } </aura:html>
Vinod Rondla's user avatar
3 votes
Accepted

LWC: Invalid event type "WireContextEvent" dispatched in element

LWCs are not fully supported in the Console at the time. You will need to put your LWC in an Aura Component wrapper for it to work. See the LWC Developer Documentation for more on this. I would expect ...
crmprogdev's user avatar
3 votes
Accepted

Edit fields on the "Case Details" Related Record Component

The Related Record Component is linked to quick actions so you can control the fields that display/layout through the quick action it's tied to. In your specific example, there does seem to be ...
Kris Goncalves's user avatar
2 votes

Set Default emailBody to apex:emailpublisher in HTML Format

The Service Console is using a Rich Text editor, not an html editor. That means you'll need to use a text string that includes newline character codes where you want them. A \n is a newline character ...
crmprogdev's user avatar
2 votes
Accepted

Service Console If Case View has override to VF page Refresh this Tab no longer works

Well unless someone has different information it looks like this is a documented limitation of the Console. https://help.salesforce.com/HTViewHelpDoc?id=console2_limitations.htm&language=en_US ...
Jason's user avatar
  • 852
2 votes
Accepted

Initiate service cloud (console) macro using workflow/APEX

There is no way to execute a macro other than client-side. Other than a user manually clicking play or hitting enter from the widget, the only way to execute it would be by using the console's ...
Paul H.'s user avatar
  • 1,348
2 votes
Accepted

Set Case Feed Default Email Address

There actually is a built in way to accomplish this that doesn't require any code. Setup > Customize > Cases > Page Layouts Click "Edit" on the layout that is a feed-based layout. Select "Feed View",...
denvergreene's user avatar
  • 1,198
2 votes

How do I prevent Live Agent from automatically opening subtabs in service console

You can control which tabs open when a chat arrives within your Console settings. In the Setup tree go to Create->Apps and edit the console you're using. There's a section called 'Choose Chat ...
Paul H.'s user avatar
  • 1,348
2 votes

Is it possible to intervene between click to dial and actual phone call?

You need to use visualforce and controller Extension to meet your requirement. Use support:clickToDial component which renders a valid phone number as click-to-dial enabled for Open CTI. This field ...
Santanu Boral's user avatar
2 votes
Accepted

Service Cloud Console - openSubtab() not working

You're misunderstanding the basic HTML and JavaScript behind this. <A HREF="https://cs80.salesforce.com/articles/en_US/Procedure/No-Icon/p" onClick="testOpenSubtab();return false"> Click here ...
caleb.breckon's user avatar
2 votes

How can I modify the layout of Suggested Articles on Cases in Service Cloud Console

Well if your org is Spring '17 enabled then you have an option to enable Lightning Knowledge. There is a good comparison chart between Lightning knowledge and Classic knowledge available here. Check ...
Mahmood's user avatar
  • 5,966
2 votes

How can I modify the layout of Suggested Articles on Cases in Service Cloud Console

Following steps will help you: Setup -> Knowledge -> Knowledge Settings Since you are using Service cloud console, it will be good if you opt for Case feed based layout as opposed to Standard ...
Santanu Boral's user avatar
2 votes

Amplify Salesforce Live Agent chat notifications

Here is the new winter 19 feature that could deliver the same output in few line of code. We are routing the live agent via Omni channel. <aura:component implements="force:appHostable,...
Kannan's user avatar
  • 21

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