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 ...
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  • 1,298
11 votes
Accepted

Contact Data Decision Split for synchronized Salesforce DE leads to wrong path

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 ...
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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 ...
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  • 433k
6 votes
Accepted

Service Cloud - Free developer edition - Where do I find?

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
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  • 10.3k
6 votes

How to sync (bi-directional) a field between service cloud and marketing cloud

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,...
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6 votes
Accepted

Pass line break to Long Text Field from Journey Builder

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

Update Completion Dates of CaseMilestone

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 ...
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  • 4,956
5 votes

How Get Parent Field in Attachment?

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 ...
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  • 433k
5 votes
Accepted

Salesforce: Log in as other user

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, ...
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  • 13.3k
5 votes

Marketing Cloud SMS to Service Cloud Case

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://...
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4 votes

Is there a way to prevent Salesforce from adding a Thread Id to my support emails?

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 ...
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  • 5,175
4 votes
Accepted

Enabling social customer service in Developer Edition

@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 ...
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  • 5,028
4 votes

How to tell how many custom objects you can create?

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 ...
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  • 5,028
3 votes

How can we create a Push Notification service in the Service Console.

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 ...
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3 votes
Accepted

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

For a report I found this suggestion from a PM on the idea posted here... For internal license usage, edit a report type based on Users and in the page layout, add a field lookup following this ...
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  • 10.4k
3 votes

How Get Parent Field in Attachment?

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 ...
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  • 53.1k
3 votes
Accepted

Why does auto response rules create an email on that particular case?

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 ...
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  • 62.2k
3 votes
Accepted

Does sforce.console.onFocusedPrimaryTab work? Does it work inside a publisher action?

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 ...
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  • 673
3 votes
Accepted

Cases relationship in salesforce?

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 ...
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  • 433k
3 votes

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

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....
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  • 1,298
3 votes
Accepted

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

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 ...
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  • 1,038
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.
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3 votes
Accepted

manual sharing in partner community

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'...
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  • 40.4k
3 votes

Salesforce: Log in as other user

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 ...
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  • 745
3 votes
Accepted

How can we maintain access to the creator a Case at all times, even when its owner has been changed to Queue

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 ...
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3 votes

UPDATE VIEWSTAT not working in test class

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 ...
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  • 433k
3 votes
Accepted

Why should a Sharing and Visibility Designer split an account instead of reviewing the sharing rules for a UNABLE_TO_LOCK_ROW error?

I think I have to try to tackle this one because I passed that exam this morning! There's two layers, I think, to this sample question. One is that Salesforce is trying to see whether you're able to ...
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  • 86.8k
3 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 ...
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  • 12.7k
3 votes
Accepted

Rest api version v45.0 not working

v45 is Spring 19. If your org is not on Spring 19 you won't be able to access v45 API. A quick way to see the which version your org is to just log in and see the loading animation. If this is the ...
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3 votes
Accepted

Synchronize MobleConnect Opt-in/Opt-out with Sales Cloud or Service Cloud

Run a script in Automation Studio in SSJS: <script runat="server"> Platform.Function.TreatAsContent(Platform.Function.ContentAreaByName("contentarea")) </script> Then in the Content Area,...
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  • 4,343

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