#Customer Service11 人正在讨论

Hi Demps,

The message about the “inforce connector” suggests that the Request Update feature is using a third-party LinkedIn integration rather than a standard Salesforce feature. The “solution provider” would therefore be the vendor that supplied that connector/integration. 

Since this is from 2012, the LinkedIn integration/API may no longer be supported, which would explain why the login/authorization step is failing. The Salesforce Community post itself does not identify the provider or provide a current fix. 

I would check Setup → Installed Packages and Connected Apps for the Inforce/LinkedIn integration and identify the package/vendor. If the package is no longer supported, the Request Update feature would need to be replaced or updated with a supported LinkedIn integration. 

If you can provide the Inforce package name/version o

Hi,

For duplicate Ideas, there isn't a standard user action to merge two Idea records yourself. If you identify duplicates, you can flag/report them to the IdeaExchange/Product Manager team so they can review and determine whether they should be merged or otherwise handled. 

I'd recommend including the links/IDs of the suspected duplicate Ideas and explaining why they're duplicates. Avoid simply assuming that similar titles should be merged, since the Ideas may have different use cases or requirements. 

For the “Idea bundle/lot” review date, that isn't generally exposed as a standard field on the Idea. If you need to know when a Product Manager last reviewed a particular group of Ideas, that would depend on whatever internal process Salesforce uses for managing those Ideas.

Hi Har par,

For this requirement, you should use Email-to-Case along with Web-to-Case. Web-to-Case creates the Case from the web form, but it doesn't automatically capture subsequent customer email replies. 

With Email-to-Case configured, customers can reply to the Case email and Salesforce can associate the incoming email with the existing Case, so the message is recorded in the Case's activity/history instead of relying on users' Outlook inboxes. 

You can also configure your Case assignment rules/queues so the Cases are routed to the appropriate queue based on the brand/type. 

If inbound emails still aren't being attached to the Case after enabling Email-to-Case, check the Email-to-Case routing address and the Case email threading settings.

Certain Profiles like the Chatter Free User can be assigned Record Types which cannot be removed by clicking an edit link in the Record Type Section of the Profile. This prevents Record Types from being deleted. In order to remove the record type from the Profile a URL 'Hack' must be performed.

First, the Enable Enhanced Profile User Interface checkbox in the User Interface must be deselected:

Setup> Customize> User Interface> Setup Section> Deselect  Enable Enhanced Profile User Interface> Save

Proceed with the following Steps:

1)Please follow this click path:

Setup> Manage Users> Profiles> System Administrator> Navigate to Record Types> Click the Edit Link on the Object in question's Section

At this Point you will be at the Edit Record Type Settings Page for the Object.

2)Copy the URL from the adress bar on your browser and paste it into note pad:

3)Now follow this click path

Setup> Manage Users> Profiles> Chatter Free User

4)Copy the 15 digit Salesforce Id from the URL in the Adress bar of your Browser:

yyyyyyyyyyyyyyy

5)You are now going to replace the id in the Edit Record Type Settings Opportunity Page ( the first id number right after the "jsp?id=" in the URL ) with the Id from the Chatter Free User.

This:

Should now look like this:

xxxxxxxxxxxxxxx was replaced with yyyyyyyyyyyyyyy

6)Now take the modified Url and place it in the Adress bar of your browser and hit enter.

*************This will seem to have taken you to the System Administrator's edit page but you are in the right place.******************

7)You will now be able to remove the value by highlighting it and selecting remove. Switch the Default record type to whatever you like and hit save.

All you need to do now is repeat this for any other Profiles in which it is necessary, then Deactivate and Delete the Record Type.

Hi Allen,

The most common issue with values like Extreme / High / Moderate / Low is that they are subjective—what an agent considers "Moderate," an agitated customer might call "Extreme."

In ITIL and customer support operations, the gold standard is to tie Impact directly to scope and scale (who/what is affected), while leaving Urgency to handle time-sensitivity, and Severity/Priority to be the calculated outcome of both.

Recommended Best Practice Picklist Values for Impact

Instead of abstract adjectives, define Impact by the blast radius:

• Organization-Wide (or All Users): Critical infrastructure or service is down for every user; company-wide halt.

• Multiple Users / Department: A whole team, branch, or customer segment cannot perform critical work.

• Single User / Individual: Only one person is blocked, or the issue is localized to an individual machine/account.

• Minor / Informational: No operational disruption; cosmetic glitch, typo, or general inquiry.

The Standard Matrix Formula (Impact + Urgency = Priority)

When you define Impact by scope, you can automate your Case Priority (or Severity) using a formula or Flow matrix:

Key Operational Tips

• Use Field Help Text: Add clear definitions right under the field (e.g., "Select based on the number of users or business functions blocked").

• Don't let agents guess Priority: Let the agents evaluate the objective facts (Impact = How many people? Urgency = Is there a workaround / deadline?), and let the system calculate the SLA/Priority automatically. This removes emotional bias from case triage.

Hi, 

The search behavior for Ideas can be confusing because the documentation describes which fields are searchable, but that doesn't necessarily mean every search interface indexes comments in the same way. 

If a word is added only to an Idea comment and doesn't appear in the search results, I'd test the same word in the Idea Title and Description

first. If those return results but the Comment does not, it would suggest the Community/Ideas search isn't indexing the comment content as expected. 

Since this is from 2012, there may also be differences between the Help documentation and the specific Ideas/community implementation or release. 

If you can provide the exact search screen you're using (Sidebar, Advanced, or Global) and an example Idea, it would help narrow down which fields are actually being searched.

Hi Amy,

If you’re referring to the standard Ideas

functionality, the comments are displayed in chronological order, with the newest comments appearing at the bottom. There isn’t a standard setting to reverse the order so the most recent comment appears first. 

If having the newest comment at the top is important, it would require a custom solution, such as a custom Visualforce page/component that queries and displays the Idea comments in descending date order.

Hi ChinaSupport, 

This is usually caused by the batch file using a relative path to process.bat or to the Data Loader files. When you run it from the Data Loader installation folder, Windows can find those files, but it cannot when the batch is launched from D:\New Folder.

Use the full path to process.bat, or change the working directory before calling it. For example:

@echo off
cd /d "C:\Program Files\salesforce.com\Apex Data Loader 20.0"
call process.bat

Alternatively, use:

call "C:\Program Files\salesforce.com\Apex Data Loader 20.0\process.bat"

The call command is important when invoking another .bat file. 

If your process.bat references other files using relative paths, changing to the Data Loader directory with cd /d is generally the safer approach.