Does anyone have experience with implementing Omni-Channel? More specifically when it comes to prioritizing cases based upon "high" or "low" to route appropriately to CSRs. Also, I have some questions on case loads and best practices. Any advice/direction is greatly appreciated!
please find the video for omni channel step by step that includes tab and status based capacity,high low priority.
https://youtu.be/md3Hri0PVhg
We are looking to migrate message records. When inserting Messaging Session records, we are receiving this error.
Conversation Identifier Field Required To Be Set On Messaging Session For Messaging Channel Supporting Rich Content.
However, we aren't seeing Conversation as an object in any data loading tools. Has anyone been able to accomplish this?
@Mohammad Danish this might work before, but now the messagingsession needs the convesationId to work. cant find a way to set that id
Is there a way to disable case comments from completion against gamification missions? We really don't want our users to be rewarded for commenting on their cases. How can we do this?
It makes sense to prevent rewards for low effort actions like case comments. You might want to review the mission criteria settings most gamification tools allow you to fine-tune which activities count. Disabling or excluding "case comments" should be possible through mission filters or rules.
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Hello,
I case created entitlement and milestone on case object. I have created an apex class and trigger to add milestones on a case basis on the status field. when the case status is 'RFI' the milestone will be a pause.
and when the status changes and it is 'Assigned', the milestone should resume.
It works to stop and resume milestones but what happens when it pauses and after a second/minute if I resume the milestone it does not resume from the time where it was left? Not showing the exact time.
For eg:- The pause time of the milestone is 1hr 28 min and 27sec when I change the status to 'Assigned' it resumes from 1hr 28 min and 10/8 sec. Why is this happening?
Kindly suggest what changes need to resume the milestone from where it stops.
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Did you find any solution for this? I am facing the same issue and trying to figure the reason.
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Hi All, We have a requirement to set the From address of the email action of our case object on a conditional basis. For example: Picklist Field Value = A, must use "abc@company.com" Picklist Field Value = B, must use "def@company.com" Assume both addresses are Organizational Wide Addresses. How can we dynamically set the email address, based on above condition, so the agent doesn't have to manually choose the from address each time? This could be achieved with multiple custom Quick Actions, multiple Page Layout Assignments, but is there a more scale-able option? Any help would be appreciated. Thanks in advance.
@Shubham Gupta We did this with the Email Action on Cases. You can create a formula in the the predefined values for the From Address on the email action. We change the From address based on the team it is coming from. This is a picklist field on Case. Your formula can use a CASE() function.
Hi Everyone
I want to update lead status field On lead object whenever email is captured via Einstein Activity capture.
I am not sure if it is possible or not. if not is there any workaround ?
FYI: we have EAC setup for Microsoft 365
Please see below screenshot
https://app.screencast.com/6AaEmmKcnXHnh
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Maybe it's can help you:
Sincerely,
Mykhailo Vdovychenko
Bringing Cloud Excellence with IBVCLOUD OÜ
Hi Everyone
We want our customer to response on cases as 'Post a chatter' (Not As comment) so whenever customer response to us or add a comment (via email or experience site) it is visible as Post on case record page in chatter feed
but sometimes (very rare) customer's response/reply captured as Comment instead of as Post in Salesforce case record page. Please check screenshot.
We are expecting customer's comment/response should be visible as Chatter Post. customer cannot comment on our latest comment.
how can i fix it or what is the root cause.
https://app.screencast.com/uYCzBwI4Rigo0
https://app.screencast.com/l3186nT24M28G
@Service Cloud Users@* Sales Cloud - Best Practices *@Trailblazer Community Cove@* Salesforce Platform *
Thanks for the support,
I figured it out by myself it is different but posting here because i thought it might be helpful to you or someone.
So in my case Comment Box was hidden by CSS code(.slds-feed__item-comments {display:none !important}
.slds-post__footer {display:none !important}
) from Desktop web but code was not added on Mobile and Tab web browser hence our customer was able to see comment box in his phone and did reply.
I hope you understood now.
Thank you.
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Revise fields on your Knowledge articles using Einstein generative AI with predefined styles. You can also customize revision styles through Prompt Builder when you edit or create a prompt with the Knowledge Field Update type.
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After testing this in the past couple of week in our Sandbox, I fully agree with @Noam Lifshits. There needs to be a way to either choose the edits, or to be able to revert them. We are rolling this out to a Pilot group this evening in production and I expect the same feedback from them. I already included a warning that they will want to copy the previously written text somewhere else before using the revise options.
