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주제#Lightning Service Console

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Saad Jaan (Paramount Senior Salesforce Developer) 님이 #Lightning Console에 질문했습니다
2021년 8월 11일 오후 4:48
Validation rule not showing on Case Action

We are using  trying to switch to Lightning on Service Console. We have 2 different Case Actions

1. To update the record (This includes the fields that the agents needs to fill before closing the case)

2. Send Email. (This is supposed to send the email and update the case status as Closed).

The issue is that in order to mark the case as closed, certain fields needs to be populated. So if an agent goes to the send email action and sends an email, the case status should close. 

But if one of the required fields is not populated, the case status does not get updated nor do we get any error message on the page. If I check it in the debug logs, it shows that the validation rule is preventing the case.

How can I show validation error message or any other message on the Send Email action.

See the below screen shot. The mandatory fields are in the details section, and we are sending the email from Feed section.

Thanks in advance.

 

#Lightning Console  #Lightning Service Console  #Service Lightning Console  #Lightning Experience Service Console  #Lightning Console For Service  #Service Cloud

Validation rule not showing on Case Action

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  1. Vuk Stajic (MVRK Inc.) Forum Ambassador
    2021년 8월 11일 오후 4:53

    I do not believe a Validation Rule can run off of button clicks.

     

    Here is some helpful reading: https://salesforce.stackexchange.com/questions/223679/validation-rule-on-a-custom-button-to-fire-if-not-all-fields-are-filled-by-the-u

     

    One slightly unorthodox thought I had was that you could potentially use record types on cases - have cases be record type A when they are not ready for button to be used and dont have the button on that layout assigned to Record Type A.

     

    Then, when the case meets all criteria, a field update can change the Record Type to Record Type B. On Record Type B you can have the button visible on it's assigned layout.

     

    This is probably not an ideal solution though. 

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Matthew Comer (CapTech Fellow) 님이 Salesforce Flow Automation에 글을 올렸습니다
2020년 4월 8일 오후 2:53

Hey all, thought I would share a problem and solution we just worked through on a project and see if the community has any input on why this wasn't working as we expected it to without a workaround.

 

First, this is all happening in the Lightning Service Console.

 

We've configured a softphone layout to launch a Flow on an incoming call, and in this Flow we walk the agent through a number of steps to setup a Case to represent their interaction with the caller. The Flow does some cool stuff like invoke Apex to call out to another system to try and find demographics for the caller based on phone number, display past cases for the caller, make some decisions about the ability of the agent to handle the Case vs. needing to transfer it, etc. It's a large, complex Flow - but no problem with any of that, works great!

 

The challenge comes up at the end of the Flow - we have a local action which is a little Lightning component which navigates to the newly created Case. That's it, end of the Flow. The problem we've been seeing is that rather than the Flow ENDING at this point, it starts again and runs straight up to the first screen element - although the agent cannot see this, the tab in the Service Console has been replaced by the Case we created. Due to the way our Flow works, this is resulting in ANOTHER case being created behind the scenes, a duplicate case (though not completely populated as of course a big part of the Flow for this rogue instance never gets executed).

 

Ok, so this gets into what seems to be a controversial topic - when exactly does a flow END, and why isn't there some kind of end action available to end a flow and keep if from starting again? I'm going to avoid that for now.

 

Documentation suggest that a local action to navigate away is EXACTLY the right solution here, for example this help article:

https://help.salesforce.com/articleView?id=flow_concepts_finish_override.htm&type=5

(though I did find a clue to the ultimate solution in this help article also)

 

It doesn't work though, at least not in Console - the navigation DOES happen, but the Flow starts again and runs invisibly somewhere in the background.

 

Our solution was to create a simple Lightning component which uses the Console API to close the enclosing tab, and then to add a screen to the end of the Flow which hosts this new component. This ends up working perfectly - the new record pops up, the flow tab goes away, no duplicate records are created, happy happy! I'm just not sure why this was necessary though. Is this some quirk specific to Flow in the Console? We've introduced the screen at the end which stops the flow and keeps it from starting again - but then we immediately close this tab so no one ever sees this end screen. It works, but it feels like this should work as we expect without so much effort.

 

I am going to create a blog post for this and post the code for my little lightning component for anyone who is interested!

댓글 6개
  1. Alex Edelstein (Salesforce)
    2020년 4월 23일 오전 3:33

    We do intend to provide easier ways to end Flows. This is just something that has been consistently overshadowed by other priorities.

    I typically have used navigation to end flows and haven't run into this problem. I think you're correct that it's probably a timing issue.

    If you're comfortable overwriting your entire current tab, then you can target the new url to load in on top of yourself with this action:

    https://unofficialsf.com/new-ways-to-open-web-pages-from-flow/ I'm pretty sure that will stop the original flow.
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Senthil Raja (JRealty Property Management) 님이 Admin Trailblazers에 글을 올렸습니다
2020년 1월 9일 오후 9:28

Hi All, 

 

I have modified the 'My email settings' with a different email address.

 

I am able to view this email address as 'From Address' in classic for all objects including cases.

 

In lightning, it is available for contacts (as from address) but am not able to find it for case object .

 

I want send email from this new email address which is in 'my email settings' using lightning experience. Please let me know if am missing anything or is it an issue with salesforce lightning experience.

 

Regards,

Senthil Raja A

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Sundeep Godishala (Prudential Salesforce/Vlocity Developer) 님이 * Lightning Now! *에 글을 올렸습니다
2019년 12월 6일 오후 4:36

Screen with lightning component (RedirectToRecord) in a flow is opening a new tab with label Task. This is only happening in  Lightning Service Console. It works fine in Classic Service Console and other Lightning apps which are not Service Console. Did anyone have the same issue?

Lightning Service Console Issue.png
댓글 2개
  1. Eric Smith (RafterOne) Forum Ambassador
    2019년 12월 7일 오후 7:33
    @Sundeep GodishalaHave you tried this component? https://unofficialsf.com/navigate-to-salesforce-record-view-or-edit-mode/
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Benjamin Smith (Watchfire Senior Business Process Analyst) 님이 * Lightning Now! *에 글을 올렸습니다
2019년 12월 5일 오후 9:27

Getting ready to start using Lightning Service Console.

The last problem have is Chats (live agent) in Omni.  When the presence is set to available no chats are routed.  Jump back to classic console and set to the same presence there are chats waiting.  Any suggestions as to what's going on?  Also the Omni Utility, is there any way to pop that out or move it to the right hand corner of the screen?

 

Thanks!

댓글 1개
  1. Xander Mitman (Salesforce)
    2019년 12월 5일 오후 10:25

    Hi Ben,

    I can help you with making your utility bar right-aligned. You can email me (

    xmitman@salesforce.com

    ) your org ID(s). More info here:

    https://success.salesforce.com/ideaView?id=0873A0000003dZtQAI@Poorvi Shrivastav

    is the product manager for Omni-Channel and would be the right person to tell you about plans to be able to pop out that utility.

    I'm not sure what's going on with your chat but that's pretty far outside my area.

    Hope that helps.

    -Xander

    Director, Product Management | Navigation Experience

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Lionel Yang (Sage Intacct Senior Business Applications Manager) 님이 * Service Cloud *에 글을 올렸습니다
2019년 2월 22일 오후 8:24

Hi folks,

 

I've searched online for this already but haven't found any leads...

 

Does anyone know how the "Knowledge Component in the Lightning Service Console" gets its initial results to display on the service console layout when a Case is opened for viewing?

 

What criteria/filters from the case is it using to execute its default search results?

 

We are seeing that the 'Suggested Articles' result is different than if we directly do a do a Knowledge search with the Case subject contents.

 

I assume its using some other set of fields on the case but don't find this documented anywhere. 

 

Looking at this to address complaints that the Knowledge Component is not displaying relevant results - causing users to have to do a manual search with the case subject.

 

Thanks in advance.

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Stephen Minto 님이 Admin Trailblazers에 글을 올렸습니다
2019년 1월 9일 오후 4:16

Knowledge Article attached to case notifications

I need help with notifications to contacts when an article is attached to a case in Lightning Service Console (that would let them know to go look at their case in our Lightning Community).  Notifications go to client when we add case comments, however they dont when we attach an article.  Is there a setting i'm missing somewhere or does it not exist ?  Thanks for any insight.

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Megan Moody (Smarsh Salesforce Technical Lead) 님이 Salesforce Flow Automation에 글을 올렸습니다
2018년 7월 9일 오후 8:41

Does anyone know if it's possible to have a link from within a flow open up a new tab within the existing lightning console screen for a case record? I can easily get it to open in a new browser window, but I'd prefer for the case to be opened in the existing browser window as a new tab within the console. 

 

Details

  • I have a phone case creation flow that runs from a lightning service console from the utility bar.
  • That flow guides users through identify and rights verification, then allows them to create a case in the flow. 
  • After the case is created, sometimes agents want to go to the case record itself. I have a link in a flow screen that opens the case in a new browser window. I want it to do it in the same window from which the flow was launched.
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Nico Wrenn (Qualia GTM Systems Lead) 님이 * Customer Success *에 글을 올렸습니다
2018년 6월 26일 오후 3:28

Does anyone have any tips or ideas for something like quick text, but with images/screenshots?

 

We are implementing right now and our team currently uses canned responses that contain images. I know about the Quick Text feature, but it doesn't look like it allows images and Macros don't seem like the best answer here. I'm curious what others have done, as I'm sure this is a common issue. We are in Lightning.

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Christine Klein (N/A Technical Consultant) 님이 Transitioning to Lightning Experience에 글을 올렸습니다
2018년 5월 14일 오후 7:21

Does anyone have this issue with the Lightning Service Console page layout? If I use a quick action to update the lead record, the highlights panel just keeps "loading".  The rest of the record saves without any issues, it's just the highlights panel never loads.  Attached is a screen shot.

Capture.PNG
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  1. Sfdc Yodha (iQVIA Inc)
    2018년 6월 13일 오후 8:59
    @Christine Klein, You mentioned updating record with quick action. if you are updating with custom component .May be the spinner is not hidden in component
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