#Service Cloud121 debatiendo

I'm trying to understand why case email threading is not appearing on the related Person Account activity timeline.

When I send an email from a Case, the EmailMessage is correctly related to both the Case and the Account, and it appears on the Case record as expected. However, the outbound email does not show up in the Person Account's activity timeline.

Inbound replies do appear on the Person Account timeline, so it seems like there may be a difference in how Salesforce is relating inbound versus outbound emails.

Is there a setting, configuration, or relationship requirement that controls whether outbound Case emails are displayed on a Person Account's activity timeline? Specifically, is there additional configuration needed to ensure outbound Case emails are associated with the underlying Person Contact/Person Account and not just the Case?   

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

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 * 

I just did the migration for knowledge to Lightning in our sandbox. How do users handle Article Management in Lightning Knowledge? Specifically archiving. Salesforce's documentation is pretty bad for this, or I'm bad at searching for it. The Article Management tab doesn't seem to exist in lightning. I also can't see the archive button in Lightning, even though the button is on the page layouts. Additionally, when looking at the Article Management tab in classic mode, I can see the archive button but when I click it on an article I get "The article was not archived because of insufficient privileges or a conflict." I'm the only one touching knowledge in our sandbox so there shouldn't be a conflict; I have modify all on Knowledge and Manage Articles permissions so I don't know what privileges would be missing. This is supremely frustrating, any advice would be greatly appreciated!

I noticed that the activity timeline in my case object only shows outbound emails, and inbound emails are missing. Could someone please advise how to display inbound emails too? 

Hi everyone,

I’m working with Omni-Channel + Messaging (Enhanced Messaging) in Salesforce.

Currently, when no agents are available, the chat request stays waiting in the queue indefinitely. I want to limit this waiting time.

Requirement:  If no agent comes online within 5 minutes, I want the customer to automatically receive a message like “No agents are available right now. Please contact us later.”  After this, the chat should end or be removed from the queue.

Question:  Is there any built-in feature, setting, or recommended approach to implement a timeout for queued chat requests in Enhanced Messaging?  If not, what workaround or best practice is suggested?

Thanks in advance!