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Mohammad Housaini posted in * Service Cloud Voice *
Jun 5, 2021, 3:08 AM

Wondering if anyone could help shed some light on this for me.

a) What is the purpose of the standard ActivityId field, which is of type Lookup(Task), on the VoiceCall object (https://i.imgur.com/KbuTsfA.png)?

 

b) Does Salesforce plan on creating Activities/Tasks for Voice Calls in the future? They aren't being created now.

 

Context

 

Voice Call records don't appear in the Activity Timeline of the records they are related to (presumably because an Activity/Task isn't created for them). They also don't appear in Case Feeds (unlike Chat Transcripts for example). 

 

Why This is an Issue

 

This prevents us from being able to refer to a single view to see all interactions with a record in chronological order.

 

Voice Calls appear in a related list against a record.

 

My Plan

 

I'd like to set up a simple automation on the Voice Call object to create a Task for it (TaskSubtype = Call) when a call is completed.

 

I'm trying to figure out if there would be any harm in populating the ActivityId field on the Voice Call record with the record ID of the created Task.

3 comments
  1. Anthony Tretz (VISEO)
    Jul 7, 3:41 PM

    Hi guys,  

    i am experiencing the same issue, do you have some memories about the solution or workaround that you did to resolve this issue ? @Mohammad Housaini

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Divya Verma posted in * Release Readiness Trailblazers *
Mar 23, 2021, 6:40 PM

@Julie Thompson Can you please confirm if there is a way to change the default visibility in case feed tp "All with access"? There are various posts in community but I could not find a straight answer. Saw your comment on this idea https://trailblazer.salesforce.com/ideaView?id=08730000000DkL7AAK , but does not look like I found a way to change the default visibility.

1 comment
  1. Philip McDaniel (Idemia)
    Apr 22, 2025, 6:07 PM

    My department has recently gone to needing this as well.  Being able to default this would save us substantially in human error and man hours.

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Steven Brassard (IT Manager at Datron Dynamics)
Jul 1, 2021, 5:09 PM
CTI Call Logs in Case Feed

I’m implementing a new CTI (Mitel) and everything seems to be working pretty well. My one major issue is that for some reason when I log a call from the CTI and relate it to a case it doesn’t show up in the case feed. It does show up in the Activity History related list though. I know that feeds are a bit of a magic item, but does anyone know what I can do to get them to show up in the feed?

 

#Case Feed  #CTI  #Service Cloud

3 answers
  1. Tom Bassett (Vera Solutions) Forum Ambassador
    Jul 1, 2021, 5:47 PM

    Hello @Steven Brassard

     

    Have you tried to enable All Related Objects as part of Case Feed Tracking from Setup?

     

    Thanks, Tom

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Stephen Wood (Director, Product Management at 1stDibs) posted in * Lightning Now! *
Apr 7, 2020, 8:36 PM

Can anyone help me understand the relationship between a quickAction existing on a page layout and the same quickAction being available in the Actions & Recommendations?

I'd like to be able to clear out a ton of quickActions from my case feed/publisher and move them to A&R, but when I remove them from the page layout, they disappear. This makes NO SENSE.

Additionally, if you add a quickAction to one of the "Pinned" sections in an A&R deployment, they are available even if they aren't on the page layout, so the logic here is REALLY unclear.

Someone, please save my sanity...

10 comments
  1. Heath Parks (Cincinnati Works)
    Jul 27, 2022, 6:31 PM

    @Stephen Wood and @Kelly Vida I am having a similar issue, however, I do have the quick actions (which link to a flow) on my page layout, however, the quick actions are still not showing up in my A&R.  I do have dynamic actions enabled for the lighting page I am using, would that be a factor?  I love this concept, as it helps solve a few things for me, but it seems wonky..

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Brian Ferguson ☁️ (Salesforce Administrator at ABFCRM) posted in * Experience Cloud *
Apr 16, 2021, 8:31 AM

Good Morning All

 

I'm very new to using Experience Cloud and looking for some help.

 

We have granted access to Cases to our community users however they are reporting that they are unable to see any of the items within the Case feed.

 

Does anyone know why this might be or the configuration that would control the visibility of the feed items?

8 comments
  1. Sean Dukes (Learnsmarter Apps Ltd)
    Apr 19, 2021, 9:09 AM
    Hi @Brian Ferguson ☁️

    . We use cases and Chatter in our community, but it was a labour of love to set up ...

    Cases are set to Private. We then have a sharing set, so that users can see all cases on their account (User:Contact.Account = Case:Contact.Account).

    We use standard list views so that customers can toggle between open cases, all cases, just their cases and company wide cases.

    Field tracking is enabled for cases with no fields tracked. Annoyingly, you still get a feed item when the status changes and there seems to be no way to stop that, so we added a second live status picklist so the feed doesn't get clogged up with garbage every time something happens.

    We replaced the standard posting component with a flow both internally and externally. It all works pretty well, but nothing was obvious to start with.

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Praveena Gavini (Associate Director/Principal Software Engineer at DTCC) posted in * Salesforce Administrators *
Jan 13, 2021, 10:13 PM

Is there a way to prevent the Email To: field from auto populating when sending emails from case feed in lightning? 

1 comment
  1. Grant Carter (Yaffer Ltd)
    Jan 17, 2021, 4:09 PM
    In Object Manager -> Case -> Buttons, Links & Actions is Email. Within it is the Predefined Field Value for the To: field - if you delete that, the To: address won’t populate automatically.
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Aubrey Hill (Northwinds Technology Solutions) posted in * Service Cloud *
Dec 1, 2020, 8:50 PM

Hello!

We have Service Cloud implemented for our call center -- quite a few customizations and integrations with other systems including our Phone Server, a custom tab refresh utility, data from legacy systems retrieved via Mulesoft etc (just a bit of background -- maybe not relevant, not sure).

 

An issue has come up with Email-to-Case that when a representative is in the middle of composing a response email, a phone call will Pop -- they will service the call/case, and return to the Email case to find their Email has disappeared.

 

In researching this, I have found the Support Setting for Enabling Email Drafts. In order to do this, you must also upgrade to the Case Feed user interface. I've updated these settings in a sandbox and I'm not seeing anything that looks to be interfering with our custom console layout.

 

My question for the Community -- is there any processing "gotcha's" that this setting enablement (Enable Case Feed Actions and Feed Items) might cause that could help me focus more regression testing? Anything would be helpful as we have quite a bit to cover.

 

Thank you so much!!!

Aubrey

2 comments
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Megan Moody (Salesforce Technical Lead at Smarsh) posted in Community Management
Nov 16, 2020, 7:26 PM

Our support community uses the case feed for communicating with clients about a case. We have also recently enabled a discussion group. Our community manager wants those in the discussion group to be able to click the name of the person making a comment in the group and see their profile. However, the only way I can find to do this is to do the following

  1. In Sharing Settings, check the Community User Visibility checkbox
  2. In Community Administration, Preferences, check the See other members of this community checkbox

The problem with that is it then makes all members of the community available to at mention in any post, including case posts. While the person outside the company who is at mentioned can't see the case, it isn't an acceptable user experience to allow them to at mention, for example, the wrong John Smith. 

 

Does anyone know if there's another way to allow user profiles to be visible without having all users available for at mentioning in case posts? Thanks in advance for any advice!

3 comments
  1. Megan Moody (Smarsh)
    Nov 16, 2020, 8:45 PM
    Yes, that is true. It also tells the user that he won't be able to see the case.
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Dana Kats (CheckPoint) posted in * Service Cloud *
Sep 15, 2020, 8:10 AM

Greetings Trailblazers!

Do you experience this too?? -

In the Lightning Feed, sometimes we get emails with HTML attributes SF can't render (article for reference -https://trailblazers.salesforce.com/answers?id=9063A000000pR9CQAU).

Any idea how to deal with it?

*Currently we're not interested in activating the Enhanced Email 

Thanks!

Annotation 2020-09-13 154845.jpg
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John Bowen (Service Cloud Business Analyst at CME Group) posted in * Service Cloud *
Jun 24, 2020, 11:43 AM

I'm trying to run a report showing Chatter activity on the Case Feed view and am finding all the various fields and how they track very confusing. Does anyone have experience with Chatter reports? I've searched the documentation and can't find anything that clearly defines what all the fields mean, e.g. Feed Item Type vs Comment Type or Created By vs Inserted By. Would very much appreciate any feedback/insight the community can offer. 

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