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Naomi Gwynne (Senior IT Business Analyst chez Publica) a posé une question dans #Experience Cloud
20 oct. 2023, 13:05
Case Comment 'Public'

Hello,

 

I am currently creating a customer community and looking for a way for an internal employee to update a customer on their case. I do not want to expose the case chatter feed as that could lead to more issues. I noticed there was this option called "case comments" that I can add as a related list to a case.

 

If one of our employees were to create a new case comment on a portal users case and sets that comment to "public." Can someone confirm it is only the portal user who's contact is on the case who can see this comment?

 

Basically I do not want any other portal user seeing comments on a case that does not belong to them.

 

Many thanks,

 

Naomi

 

#Experience Cloud #ServiceCoud #Service Cloud #Experience Site #Customer Portal #Customer Portal Users #Case Comment

4 réponses
  1. Forum Ambassador Michael Brown (Salesforce)
    20 oct. 2023, 18:50

    Hi Naomi, that is correct. When a case comment is made public, that comment is visible in the portal, whereas unchecking that box only makes it internal for internal users. Case Comment security is inherited from Cases, so as long as your portal users can't see each others' case, they won't see each other's case comments. You can use a private sharing model, or sharing sets to lock down cases, though so that you can only see the cases that you own, or only those affiliated with your account/contact record. 

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Gauri Mittal (NTT Data) a posé une question dans Service Cloud Users
2 mars 2023, 13:02
How to pause a particular milestone in salesforce and resume it when meets it the particular criteria

If a case is assigned to a particular team then milestone starts for that team then when we assign it to some other team then this particular milestone should stop and new milestone for the new team should start, and then when user assigns back to the first team, then that team's milestone should resume from where it was left. #Milestones & Entitlement Management #ServiceCoud

2 réponses
  1. Rajeshwari Padmasali (Salesforce)
    29 avr. 2023, 10:51

    Hi Gauri, You can customize the logic to calculate remaining time.

    Create a Custom Object  which has look up to Case

    EX: Team Milestone. 

    Create required fields to capture  Case Details like Case id,  Team Name, Target Time, Time Spent on Case, IsActiveTeam(Boolean). 

    Whenever Case is assigned to  Team ex: Team A, Create a Record capturing all case details ensure to set  IsActiveTeam as true.

     

    The moment Case is assigned to Team B, 

    1) Calculate Team A's Time Spent on Case & set IsActiveTeam as false. 

    2) Create Record for Team B capturing all case details ensure to set  IsActiveTeam as true.

     

    Create a Entitlement Process & Milestone. Under milestone create  a apex class which returns the remaining time.

    Inside the Apex class : Query Custom Object record where  IsActiveTeam = true.

    calucate the remaining time by  TargetTime - Time Spent on Case and pass it to the milestone.

     

    Let me know if this works.

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Sandhya Dhuri (Accenture)
16 janv. 2023, 12:04

I was testing Auto response rule for Email to case scenario.

In Case Auto-Response Rules setting I have set Critieria is Email origin should equals to Email & selected email template & Checked "Send response to all recipient" 

 

Email to Case set up - check attached picture

 

 

After sending email to service email address. Case is created & can see auto response under Case-> Feed but unable to see in Customer Inbox.

 

 

So, I followed all the required steps but unable to catch issue.

 

 

#ServiceCoud

#Case Auto-Response Rule

Email to case setup.jpg
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Pranali Teke (Application Engineer - Salesforce chez Damen Shipyards) a publié du contenu dans * Salesforce Field Service *
16 juin 2020, 09:31

Hello #TrailblazerCommunity 

We are silver partners and I am working on Field Service Practice in my organization and for the same reason, I need an FSL License to enable org for training and demo purpose. Could you please help with the quick way to get this org.

 

And which org is preferred for hands-on practice for participants, please guide me on that as well.

 

FYR, I have already logged a case to support from Partner Org. 

 

#FieldServiceLightning  #FSL #ServiceCoud #FSLOfficeHours ##FSLOfficeHours

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