12

You should be able to follow the steps in the Live Agent's Developers Guide and the Service Cloud Workbook's section on Live Agent for the main steps and various configurations of Live Agent. For specifically setting up a Pre-Chat form on an external site vs. on a Force.com Site page, there is not much of a difference. I've supplied sample code and other ...


12

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 Winter 16: We have a console product named Salesforce Console for Service/Sales. This is the same console that currently exists, and is the only one currently ...


10

It really depends on the level of integration that you want and what you want to monitor from social media. The Salesforce for Twitter and Facebook application from the app exchange allows you to automatically create cases when someone @mentions you on twitter or when someone posts to your facebook page. This is a free application. Radian6 is has ...


9

Debugging results (together with Salesforce): I debugged this issue together with Dave Hacker, who is Sr. Technical Product Manager, Data Products at Salesforce Marketing Cloud. Concluding our investigations there is currently some (for most customers) unwanted behaviour in the Marketing Cloud contact model. If there are multiple paths to one attribute, the ...


8

I suspect you might have an error in your configuration (Which isn't surprising, there are a few things you have to do to get it working correctly). If: The HVCP user is the Contact on the Case and you have a sharing set associated with the profile you are using for your HVCP Then when the case owner changed from the HVCP user to an internal party, they ...


6

You can follow below steps Go to Setup -> Apps -> New Select Console app type Add tabs for console app. Select Profile whom you want to make that visible App will be available in app menu


5

The main thing that the Service Cloud feature license will give the user is the ability to use a Service Cloud Console. If you are operating a call center with a high volume of calls per agent, then I would strongly suggest using the Service Cloud Console. Even more so, if they handle concurrent calls. This is the main thing that feature license gives the ...


5

You should use a 'runAs' in the test with a test user and profile that will allow access to the record: http://www.salesforce.com/us/developer/docs/apexcode/Content/apex_testing_tools_runas.htm


5

There are only two different types of maintenance exams. If you look at any of the release training, you will find this on the bottom: Note – If you are a Salesforce.com Certified Advanced Administrator, Service Cloud Consultant, or Sales Cloud Consultant, you must complete the Certified Administrator exam. If you are a Salesforce.com Certified ...


5

A better way to do this is with a closure. The code is very similar to your example, but we can lose the global variables if we change the callBackopenTab function to be an anonymous function defined inline. It then has access to the local variables in the enclosing scope: <A HREF="#" onClick="openTab('{!caserec.contactid}','{!caserec.contact.name}');...


5

Please follow below instructions to Enable the "Organization Admins Can Login as Any User" feature: Enable the "Organization Admins Can Login as Any User" feature With this feature enabled, System Administrators can log in as any user in their organization without asking internal end-users to grant login access. Before you request this feature, ...


5

Maybe this will help someone else, as I had some trouble to find this in the documentation. If you want to save or further process an inbound SMS, you can use MSG(01) variable. Help (https://developer.salesforce.com/docs/atlas.en-us.noversion.mc-programmatic-content.meta/mc-programmatic-content/mobileVariables.htm) tells us "Use this function to return ...


4

Example: Create a case with the value "Chat" as Origin. <input type='hidden' name='liveagent.prechat:caseorigin' value='Chat'/> <input type='hidden' name='liveagent.prechat:caseContactId' value='{!$User.ContactId}'/> <input type="hidden" name="liveagent.prechat.findorcreate.map:Case" value="Origin,caseorigin;ContactId,caseContactId;" /> &...


4

I struggled with this myself for a while before coming to the realization that CaseMiletones that are not yet completed (or violated) will be deleted by the system when the criteria they use is no longer valid. However if they are completed (or violated) they will never be deleted by the system, and in fact cannot be deleted manually (even from apex ...


4

You need to populate the CaseMilestone record's CompletionDate that will make the IsCompleted field true.


4

There are certification 2 branches, the admin-consultant branch and the developer-architect branch. For each branch, you will need to do the appropriate release exame for every new release. But, release exames are usually not that many questions, and if you are up to date with your knowledge they are not something you should fear or heavily prepare for.


4

You need to make sure you update the CaseMilestone before the case saves as closed. The milestone must already be closed when the case is closed. Use a before update trigger on your case, and make sure that you update your completion date prior to closing the case. If your case is switching entitlement processes, this is more difficult, but you still do ...


4

The settings are under case - email to case: Then in the section there are two checkboxes which define if the thread id is shown in the subject and/or body of the email: Just as an aside you can still include the thread id in an email template (auto response for example) as there is a merge field available for it:


4

@Rohit, Salesforce will not enable these features on Developer orgs as Radian6 is only available as a paid for product with no equivalent for Dev orgs. The free listeners for two social accounts on paid Salesforce orgs are not available for Developer orgs I suspect because of the cost of providing social media listening services.


4

On Enterprise Edition you have up to 200 Custom Objects permitted with up to 500 fields per object. With the Service Cloud licence this is not changed, but you need a Service Cloud licence for every user that will be using the Service Cloud console, however the custom objects can be used by any user with a Salesforce licence and permission to access the ...


4

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 hardware and an IT person to take care of the software, so both people need access to the case, with the case owner (perhaps a customer service representative) ...


4

There is no possibility of using the native connector for performing a two-way sync. Data from your Sales/Service Cloud will only be synced to Synchronised Data Extensions in Marketing Cloud. You have, however, few options for updating data in the opposite direction: Use AmpScript function UpdateSingleSalesforceObject to select and update a record Use ...


3

You can only view the email headers if they were saved when the email was received; doing so is the responsibility of your email handler (and will increase the storage space required for each email message). Using Email-to-Case: Configuration for whether email headers are saved or discarded is set for each routing address. To ensure that email headers are ...


3

One of the best resources to learn about service cloud is to take the 'Service Cloud' training in the Help and Training section. This training, I believe, is currently available to paying customers (Premier to be specific). The use cases and examples used in the training material cover a diverse range of service cloud topics like case management, ...


3

I believe this is by design - The Case related List EmailMessages is meant to show all inbound/outbound messages and if you have an autoresponse rule, you have to supply an email template for each rule - hence the email showing up here. If you want to remove the auto-response EmailMessage from the case's related list (to avoid clutter), you will need an ...


3

The onFocusedPrimaryTab function is available as one of the "Methods for Application-Level Custom Console Components". I had tried to add a Visualforce page to the console via the Custom Console Component link for layouts e.g: I actually needed to add a Custom Console Component via the App | Edit screen The answer to my question is that yes ...


3

You cannot do it like that. What you need to do is gather all your attachment records and store the parentID Then you need to create a collection of ParentIDs to Records. Now you can manipulate them. For Example: Map<ID,Account> accountMap = New Map<ID,Account>(); Attachment[] files = [Select ID, ParentID From Attachment]; //You will need ...


3

Push notifications are the visual indicators which notifies the users for the latest alerts and changes in the system. Push notifications does not require and refresh in current window/state of the user. The browser polls the system at regular intervals and notifies the user in case of change. This is useful when the user stay on the current page for ...


3

Cases can't have links to Opportunity Line Items directly. However, there are two fields you can expose, Asset and Product, which allows you to link to a specific product, or an asset, which is an instance of a product that belongs to an account or contact. Generally speaking, upon winning an opportunity, assets should be created for the account in order to ...


3

Call center users will always see the softphone in the Salesforce Classic UI. The only way to stop displaying the softphone on those pages is to remove the user from the call center. https://help.salesforce.com/HTViewHelpDoc?id=cti_admin_manageagentsremove.htm&language=en_US


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