13

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 ...


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 ...


11

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 ...


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 ...


7

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) ...


6

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;" /> &...


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


6

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 ...


6

Instead of using HTML, you should use newline and carriage return: Concat("Example: ", @field1, "\r\n", "Example: ", @field2, "\r\n")


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

There is a feature you can use in your own orgs, via a pilot feature, called TYPEOF, that allows you to get a parent field for a concrete type. That query looks like this: SELECT Id, Name, TYPEOF Parent WHEN Account THEN isReadOnly__c END FROM Attachment To enable this feature, you currently need to contact Support. Certain limitations may apply to ...


5

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 ...


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

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 ...


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

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

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 knowledge article data model is polymorphic in nature. Hence the creation of the knowledge article process is similar to creation of any other record except we have articletype appended by __kav to get the object name. Hence to create initial version via API i would use the same calls as I use for other objects. You will have to insert a knowledge ...


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


3

Test class execution time depends on below points: Logic by which you are preparing your data for test class. Triggers execution time when you create test data. Class logic for which you are doing testing. You can reduce this time by following consideration If you are just creating data for a class in which you are not testing trigger, you can bypass ...


3

Finally i found the Answer - We need to change "Email Deliverability" Settings to "All Emails" instead of System Emails or No Access.


3

You can't share an opportunity with a user you don't have permission to see can you? If your Partner Portal Users aren't visible to one another, then manual sharing isn't going to work for them. You'll need to either change your visibility settings or add them to a Sharing Group where they have permission to see one another. The latter will still allow your ...


3

Verify if that user is active by navigating to Setup > Administration Setup > Manage Users > Users. Locate your user in list and verify Active column is checked. Verify if user has granted you login access by navigating to Setup > Administration Setup > Manage Users > Users. Locate your user in list and verify if you see "Login" link in "Action" column(...


3

You should leverage Case Team functionality. Basically, whenever Case ownership changes you should add the user to a case team as member and provide read/write access to that user. Here is the logic: Define case team role. If previous case owner ownerId and new OwnerId are not same then add the user in the team. Also, put a check that, previous ...


3

This is probably covered as a known limitation of unit testing. As mentioned in Isolation of Test Data from Organization Data in Unit Tests: There might be some cases where you can’t create certain types of data from your test method because of specific limitations ... Records that are created only after related records are committed to the database ... ...


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