Service Cloud

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92 thoughts on “Service Cloud”

  4. Is it correct understanding that Macros are available only for consoles. Also I could see very limited number of actions available. I can see only Community Actions.

  6. Hi in
    Entitlement Management Setup
    [Must / 3m / Salesforce.com]

    The video has been taking down by the user on youtube.
    is there another video or link to Entitlement Management Setup ?

  11. Hi John,
    I have implemented web-to-case + entitlements / service contracts and an entitlement process.
    How can I automatically create and assign an entitlement to a case? I now have to do it manually and only then does it trigger the entitlement process with the relevant processes. In my use case it concerns a case that needs to be picked up after 60 minutes when it is in the queue. I can assign an escalation rule but I would rather work with an entitlement process as you can add other milestones in the process to resolve the case according to SLA settings.

      1. Yes indeed, my use case is for a newspaper agency and when new subscriptions come in via WTC then I would like an entitlement to be automatically added to the case for it to trigger the entitlement process. It is always the same entitlement = web support and same process for all customers to pick-up the new subscriptions and process them within the SLA = first newspaper delivery within 24 hrs

        1. Process Builder and/or Flow could definitely take up the WTC submission and create these records if the default behavior can’t. It sounds like entitlement may be redundant – e.g. all customers could reference the same entitlement. I would revisit that piece to make sure the entitlement really needs to be created in this way. It’s been a while since I’ve worked on Service Cloud, sorry I can’t give you more specific advice.

  21. Grammar Error in key facts for “Describe the common use cases for case hierarchies” : With some probing you discovery…

  22. Is it safe to say that Entitlements and Milestones would be good (great?) substitutes for using Workflow rules to remind support reps to do follow-ups (etc.) with respect to maintaining Cases? Any down sides?

    1. Entitlements and milestones are much “heavier” and require a service cloud license – they are designed to track if a customer commitment has been met (e.g. 1st response within 12 hours), rather than simply serve as a reminder. There is more complexity in set up and from a user perspective, while a workflow reminder is fairly straightforward (but does not give tracking capabilities to see if the rep did meet the defined customer need).

  23. What determines which custom objects are available for queues? We have many custom objects, but most of them are not in the list of “Available Objects”.

      1. Thanks, John. I saw that, but then I looked at my custom objects and didn’t see the Owner field. It just took a bit more caffeine for me to realize why: the object I was looking at is in a master-detail relationship with another object and – therefore – inherits the owner from the master object.
        An aside: Is it possible to create a custom field that will allow the use of a Queue without code (or even with code)? It didn’t look like it, but I thought I’d confirm.
        Thanks for the amazing service you’re providing to the community!

        1. Ah that makes sense- no I don’t believe a custom lookup field can reference a queue. It is probably possible with Visualforce but I’m not sure. Worst case you’d need to replicate the queues into a custom object and reference that object instead (not pretty).

  24. Attachment max for On-Demand Email-to-Case stated above appears to be inaccurate.

    It currently states:

    On-Demand Email-to-Case: Entails creating an internal forwarding address that simply sends the email to Salesforce for processing. File size limited to 25MB for attachments.

    The following SF docs indicate it is 10 MB:

    Title: Is there a size limit for attachments using Email-to-Case?
    https://help.salesforce.com/HTViewHelpDoc?id=faq_cases_what_is_the_largest.htm&language=en_US

    Title: Salesforce Limits Quick Reference Guide
    https://na16.salesforce.com/help/pdfs/en/salesforce_app_limits_cheatsheet.pdf

  27. I don’t see a button/checkbox for case feeds when I navigate to this location in my developer org:
    Navigate to Setup –> Customize –> Cases –> Support Settings. Edit.
    Check/Uncheck “Case Feed Enabled” as appropriate. Save.

  31. Not sure if relevant at all, but I think email limit is now 24MB for both Email-to-Case and On-Demand Email-to-Case Overview… taking the Admin exam tomorrow. Wish me luck!

  32. On demand email to case attachment size increase up to 25 Mb.pls update.It is very nice site.I would appreciate pls include Spring and Summer 14. Pls include case management implementation plan also for reference.

  33. In Describe the basic capabilities of the Salesforce Console it says:

    Click “Play now” under “Sales Cloud” and watch the section “Salesforce Console for Sales”.

    Should that be:

    Click “Play now” under “Service Cloud” and watch the section “Salesforce Console for Service Enhancements”.

  34. Cases have two page layout types:

    1. Case Page Layouts (used except when closing cases)
    2. Case Closed Page Layouts (used when closing cases)

    three as of Winter 14.

    3. Case Feed Layout

  35. Is there an option to send auto response email in multiple languages based on region / country from a web-to-lead request.
    How can I use custom labels or translation workbench for this scenario?

    Thanks,

    1. I have not tested using the translation workbench in conjunction with web-to-lead personally. However, in those type of scenarios it is not uncommon to simply insert a hidden field within the web form (that is not displayed to the user) that indicates the language (or a variety of other variables). This hidden variable is then used to select the correct response template using the auto-response rules.

    1. The “Case Creation Template” case setting will only impact manually created case:

      The template used to notify contacts that their case was created manually by a support agent. The notification is optional; it’s triggered by a checkbox on the case edit page. This template must be Available for Use.

      https://help.salesforce.com/apex/HTViewHelpDoc?id=customize_supportrules.htm&language=en_US

      If you want users to be notified when cases are submitted via other means (web-to-lead, email-to-case, etc.), then you need to set up an autoreponse rule (rather than simply changing this template setting).

      Does that help? Cheers,

      John

  39. Is Salesforce.com’s Knowledge Power, or will Solutions do the Job? Appears there is an internal error on this page (Error: establishing a database connection) most likely will be resolved on its own but just wanted to make you aware of it.

  41. In Salesforce organizations created after the Winter ’14 release:
    Chatter and feed tracking on cases are automatically enabled.
    Case Feed is automatically enabled and assigned to all standard profiles.

    https://help.salesforce.com/HTViewSolution?id=000005662&language=en_US

    To succesflly complete this training course (until it’s updated) I suggest to disable case feeds:

    1 From Setup, click Customize | Cases | Support Settings.
    2 Click Edit.
    3 Deselect Case Feed Enabled .
    4 Click Save.

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