#Service Cloud111 debatiendo

Hi, I am looking to create a case list view that shows all cases in a queue where the user is a member of. Standard functionality only supports one queue owner at a time. In our org, a user may be a member of multiple queues. Thanks in advance :)

We need to verify how Accounts and Cases are mapped for inbound calls, transfer calls, and outbound calls in the Voice Call record. When we click a phone number from an Account, an outbound call is created and the RelatedRecordId field is updated with the Account ID. If we initiate a call from a Case or Lead, the respective record ID is automatically populated in the RelatedRecordId field on the Voice Call. Could you confirm whether this is standard Salesforce behavior? If so, please share the relevant documentation. 

We are deploying Enhanced Bots (Einstein Bots) on our company website using Embedded Messaging. We've enabled "Conversation Transcripts on Data Cloud" to analyze bot conversation data via reports.    **Goal:**  We want to filter out internal employee conversations from analytics/reports so we can focus on actual customer interactions.    **Challenge:**  Since Embedded Messaging is accessed via a public website (no login required), there's no built-in way to identify whether a conversation was initiated by an internal employee or an external customer. The ConversationEntry data in Data Cloud doesn't include any user identity or IP address information.    **What we've considered so far:**  1. **Hidden Pre-Chat fields** – Using the Messaging Web API to pass a hidden field (e.g., a flag set by server-side IP detection) before the conversation starts. This seems viable but requires custom web implementation.  2. **Adding a bot question** ("Are you an employee?") – Rejected because it adds friction and may reduce utilization rates.  3. **Separate deployment per audience** – Deploying different Embedded Service configurations for internal vs external pages, but this adds operational complexity.    **Questions:**  - Is there a recommended or built-in way to tag/identify user type (internal vs external) in Enhanced Messaging conversations?  - Has anyone successfully used Hidden Pre-Chat fields with Enhanced Bots to pass custom metadata that appears in Data Cloud transcript data?  - Are there other approaches we haven't considered?    **Environment:**  - Salesforce Enterprise Edition  - Enhanced Messaging channel with Enhanced Bots   - Data Cloud enabled for conversation transcript analysis  - Embedded Messaging for Web (MIAW)   

@* Service Cloud * @* Salesforce Einstein * 

We are creating a new profile for some users in another region and i would like them to see records that relate to their region only  

I have created  a sharing rule  when OWD (case) is private  

However, these users are still able to see the list view they are not members of. 

What am I missing please? 

Hello everyone,

We are currently using MIAW (Messaging for In-App and Web) in Service Cloud.

Recently, we’ve been facing an issue where Salesforce freezes when a user tries to change their Omni-Channel status to "Online" via the button in the bottom-left corner right after logging in.

Restarting the browser temporarily fixes the issue and allows them to go online. However, the next day, the same freezing issue occurs again. This pattern has been happening consistently for the past few weeks.

Has anyone experienced a similar issue, or does anyone know a solution or workaround for this?

Thank you in advance for your help!

  ーーーーーーーーー   こんにちは。 Service cloudでMIAWを使っています。   Salesforceにログイン後、オムニチャネル画面で、画面左下のオムニチャネルボタンよりオンラインにしようとすると、画面がフリーズしてしまします。  なお、ブラウザを再起動するとオンラインができるようになりますが、翌日またフリーズしているような状態がここ数週間と続いています。   同様の事象が発生している方、また解決策をお持ちの方がいれば教えていただきたいです。   よろしくお願いいたします。        

Morning  Our company has contacts within an Account who share the same email address.  We have web forms integrated with SF and we are finding that a Contact is submitting a form and his name name and email address are submitted as part of the form. However, the Case is assigned to another colleague who shares that generic email address.    I thought that Contact names were only populated on a 1-2-1 match and it more than 1 contact shared the same email address then the contact name field would be blank and the user would update the field when taking ownership of the case   

Track Service Rep First Response Time Automatically  A feature in Summer '26 is the above new metric which was designed to "Eliminate complex workarounds, uphold customer satisfaction KPIs, and ensure SLA compliance with a new metric that captures the exact moment a service rep sends their first reply in a messaging session. Service Rep First Response Time is now a value on the MessagingSessionMetricType field of the MessagingSessionMetrics object. Previously, identifying the actual moment a rep sent their first message required complex LWC development or API callouts to the ConversationEntry object."      However, testing of this appears to show the figure measures the time from the Messaging Session being created, to the moment a human agent first replies - so this includes the customer's initial interactions with the bot, customer inactivity time, time sat in the queue etc.  Should it not be the time difference between the first message minus the time it was assigned to the agent, to measure the individual Service Rep's service, similar to the other metrics?   Alternatively would a better design not have been to simply capture the date/time of the first human message and then we could have used formula fields to calculate the two metrics using the existing created, assigned and accepted date/time fields in Omni (1. total wait time to speak to a human & 2. how long the human took to send a message after accepting the MS).      In short, is there an easy way to derive how long a human took to send a message after accepting a MS, as this is what we were hoping "Service Rep First Response Time" metric would show us but it doesn't.    @* Service Cloud *