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Hi Trailblazers! We're excited to share the the Summer ‘26 Release Overview Deck! For those of you who are new to this asset, it's a visual companion to the Release Notes and walks you through many of the newest enhancements. Use the quick links to jump through the deck to review new features and functionality for various clouds.
Thank you @Mollie Nothnagel. This is awesome and we use it for all of our events presenting a new release. I was wondering why these never includes changes to the Platform, like LWC for instance. We recreate the slides regarding these all the time. Thank you !
Need suggestion or workaround.
We have implemented a skill based omni channel routing, it is working fine routing correctly to available agent with specific skills.
Issue observed is when an agent with skill is available, case owner is updated to the agent's name and if unaccepted the work after push timeout the case remains under agent ownership only. Ideally it should be reverted back to unassigned queue.
Process is when a case owner manually assigns a case to a queue, automation fires and routes the case through omni. If reverting owner to unassign queue again, so as designed again the case will be routed with new PSR.
I find this article -
https://help.salesforce.com/s/articleView?id=000383911&type=1
But this article says,
If an Omni-Channel user is available but does not manually accept
a Case request, the Case Owner will be set to the Omni-Channel User and then change back to the Queue in the Case History.
Any suggestion/guidance, would be much appreciated.
Thanks
It will not get reverted to unassigned queue. It will go back to the original queue and find the next available agent.
https://www.infallibletechie.com/2021/11/decline-timeout-in-salesforce-chat.htmlEmail Drafts
I am trying to confirm the following:
Can anyone confirm this and point me to any document that confirms it?
Can you tell me more on how to configure. In case record I have email tab and in that if we confiruge any email..it will be saved as draft right? so as per my requirement as an agent I have to send the draft to supervisor for checking any issues before sending.
🎉 Big shoutout to our incredible Forum Ambassador, @Manoj Nambirajan for an awesome deep dive on "Map additional Lead data during Salesforce Import"!📘 Check out the article here >> https://help.salesforce.com/s/articleView?language=en_US&id=005322015&type=1
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Hi team anyone having audio issuess in voice calls
Hi @Pedro Reyes
could you please elaborate more on the issue?
Additionally, here's the help article that might help.
https://help.salesforce.com/s/articleView?id=service.voice_troubleshooting_tips.htm&type=5
I’m currently setting up Email-to-Case, but I’ve hit a hard roadblock with our institutional IT policies. Our IT department enforces a strict, global block on auto-forwarding emails to external addresses for security reasons.
Since the standard out-of-the-box Email-to-Case fundamentally relies on that forwarding rule, I need an alternative way to get our support inbox flowing into Salesforce.
For those of you in higher ed who have faced similar strict policies:
Any insights or specific tool recommendations would be hugely appreciated!
@* Sales Cloud - Best Practices * @* Service Cloud * @* Sales Cloud - Getting Started *
Hi Guys!
I’ve also identified a break in presence status synchronization.
In my scenario, I’m using the CX Genesys Cloud for Salesforce (latest available version). In Omni-Channel configuration, the option “Don’t automatically log agents in to Omni-Channel on a new window or tab” is enabled. Even so, when opening a second browser tab, the synchronization is impacted: the Omni-Channel in the new tab loads as Offline, and this status is propagated to Genesys Cloud.
This suggests a possible session conflict between tabs, directly affecting the consistency of presence status between Salesforce and Genesys.
Has anyone experienced this behavior or found a way to mitigate it?
Even knowing that users should use multitabs instead of multiple browser tabs, using several tabs is still the fastest way to find data/records or even parallelize user activities, and it is very common for users to work this way.
Is there any plan or roadmap item to improve, enhance, or fix this behavior?
Thank you for the feedback.
I'm setting up Service Plans on Cases. I'd like the Service Assistant to explain the customer's issue to the service rep somewhere in the Service Plan using a specific statement I supply.
I put the statement into the Service Assistant's subagent's Scope (see below), but the agent won't say the statement anywhere in the Service Plan.
"Your job is to assist service reps in identifying the reasons behind customer's hairdryers not turning on and providing the necessary steps to get the hairdryer to turn on.
You must tell the service rep the following statement in the service plan, "When a hairdryer doesn't turn on the hair will remain wet."
Similarly, I've added Instruction, "Review helpful guides, "How To Turn on Your Hairdryer" and "My Hairdryer Won't Turn On," but the agent won't say it either.
Is this not possible?
I'd would rather move those "must be said fixed statements" to a prompt template instead of keeping them in an agent's instructions or scope. The scope is used to pick a subagent and instructions are used to pick an action to execute within that subagent. Can you try this approach?
