#Service Cloud110 discussing

Hi everyone,

We are encountering a frustrating sorting discrepancy in the Enhanced Omni-Channel widget inside our console. We've tried two different architectural approaches to solve this, but the UI component behavior remains broken in the same way.

I'm looking to see if anyone has cracked a workaround or if this is an inherent UI limitation when agents have open capacity.

What We Have Tried:

• Approach 1 (Secondary Routing Priority Field): We initially utilized a custom picklist field (Routing_Priority_Level__c) on the Case object and mapped it as the Secondary Routing Priority Field on the Case Service Channel.
  • Result: This completely failed to influence the "Default Order" view inside the widget. Items were still sorted strictly chronologically.
• Approach 2 (Queue-Based Prioritization): We then shifted to using two distinct queues with separate Routing Configurations:
  • Queue A (High Priority): Routing Priority set to 1
  • Queue B (Standard Priority): Routing Priority set to 2
  • Result: We verified via Apex that the backend PendingServiceRouting records are correctly evaluating and stamping the priorities (1 vs 2).

The Core Issue: When an agent has open capacity, Omni-Channel pushes both a Priority 1 case and a Priority 2 case to the widget simultaneously.

Once pushed, the widget's "Default Order" view sorts them strictly by the chronological timestamp (newest assignment first). If the Priority 2 case arrives a couple of seconds after the Priority 1 case, it sits right on top of it visually.

If the agent manually switches the widget dropdown view from "Default Order" to "Routing Priority", the sorting immediately fixes itself and Priority 1 moves to the top.

My Questions:

1. Why does the Enhanced Omni widget's "Default Order" completely ignore both secondary routing fields and core RoutingConfiguration priority values when displaying pushed items under open capacity?
2. Is there any way (via Service Channel settings, Console properties, or Metadata API) to change the out-of-the-box default view of the widget to "Routing Priority" instead of "Default Order"?
3. If this is working as designed, how are you preventing agents from mistakenly cherry-picking or working lower-priority records first simply because they arrived a few seconds newer?     

@* Service Cloud * 

I have inlucded the activity tab on the Case object. But the email action is visible even after adding the email action on the page layout. I have attached the screenshot for reference.  

I don't face this issue on the Account object.  

Help me to fix this issue.  

@* Sales Cloud - Best Practices * @* Service Cloud * @* Sales Cloud - Best Practices *

Description: When I attempt to initiate an outbound message using the standard "Start a Conversation" action button on the Lightning record page, the action fails immediately. This is related to sending outbound message on whatsapp

The system returns the following error:

"This record doesn't have any associated Messaging Users. Ensure that any Messaging Users are set up properly and that they haven't opted out of Messaging."

This occurs even though the target record is correctly linked to an active MessagingEndUser (Messaging User) record, the recipient is opted in, and the agent possesses all necessary outbound messaging permissions.

 please note that we have already verified and ruled out the standard configuration causes:

Record Association: Confirmed that the MessagingEndUser record explicitly populates the lookup field for this target record (Account/lead).

Consent Status: Verified that the ConsentStatus field on the target MessagingEndUser record is explicitly populated as Implicitly Opted In or Explicitly Opted In (it is not null, blank, or set to Opted Out).

User & App Permissions: Confirmed that affected users are assigned Permission Sets containing both the Messaging Agent AND Agent Initiated Outbound Messaging App Permissions.(WhatsApp Agent, WhatsApp Admin)

Omni-Channel Routing: Confirmed that the users initiating the conversation are active members of the Queue (or possess the required Skills) associated with the channel’s Outbound Routing configuration.

Phone Number & Platform Key Formatting: Confirmed that the phone number on the record matches the MessagingPlatformKey on the Messaging User record.   

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