* Service Cloud *

We are not able to open an encrypted email from a Salesforce Service Cloud Case, because the link in the forwarded email can no longer access the original encrypted email content.  This is becoming a huge problem as more of our customers adopt email encryption.  The only workaround is have our Service Reps go into Outlook and open the encrypted email from Outlook.  This is not very efficient for the Service Rep.  Is there any way to get the encrypted email to open from the Case in Salesforce?

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Hi everybody, 

i'm facing an issue with liveAgent on a messaging Session (started from whatsapp/messenger). 

I've a custom botton that call omniToolkitAPI.closeAgentWork(), among other logics, to set the messaging Session's Status to "Close", so that the workitem is removed and the agent has free slot. 

This work fine with standard chat (standard bot too since the bot redirect to the agent), but with enhanced chat, the same method now sets the status to "Inactive". 

If i'm not wrong, i see that with enhanced chat comes new status' values changing its lifecycle. 

Has anyone any idea to why this is happening and how to fix that?  

Best  regards, 

Matteo 

@* Service Cloud * 

New admin. I have set up a queue for my custom object 'Quote Requests'. Once the 'QR' is submitted, an email is generated to me or a co-worker (depending on set criteria), who then process and create a quote for the sales rep. We can have multiple requests in a day, but not all are completed the same day. Our quote creation urgency can vary from same-day, 24 hrs, 48 hrs, and beyond. I thought setting up a queue, where we could see what quotes need to be created at any given time, would be helpful. It would allow us to take requests from each other if one is behind or out-of-office, etc. However, now that I have created a queue, I have no idea how to utilize it. I understand that I could probably just as easily just use my 'QR' list and sort by what stage it's in, but I wanted to figure out if there would be any value in using a queue and if using one is even possible in my scenario.   

@* Service Cloud * 

Hello folks, 

Read 8 Ways to Use Dynamic Forms in Salesforce here:

Now there is a comprehensive YouTube video that goes with the blog post on the new Orchestration-Based Flow Approval Process (Spring 25). Watch here: