#Service Cloud112 人正在讨论

We have had several reports of agents having issues with the Omni channel call controls. These agents are actively answering calls via omni channel, but when voice call record opens and they try to reopen the omni channel widget to use the call controls the buttons/numbers are greyed out, and unclickable. They end up stuck with the caller on the phone but unable to transfer. 

Similarly, on occasions agents are able to make outbound calls via click to dial for known contacts but the keypad is greyed out/unclickable if they try to dial a number manually.

Has anyone else experienced similar issues? 

Thank You 

John

Hi, I am looking to create a case list view that shows all cases in a queue where the user is a member of. Standard functionality only supports one queue owner at a time. In our org, a user may be a member of multiple queues. Thanks in advance :)

We need to verify how Accounts and Cases are mapped for inbound calls, transfer calls, and outbound calls in the Voice Call record. When we click a phone number from an Account, an outbound call is created and the RelatedRecordId field is updated with the Account ID. If we initiate a call from a Case or Lead, the respective record ID is automatically populated in the RelatedRecordId field on the Voice Call. Could you confirm whether this is standard Salesforce behavior? If so, please share the relevant documentation.    @* Service Cloud * 

We are deploying Enhanced Bots (Einstein Bots) on our company website using Embedded Messaging. We've enabled "Conversation Transcripts on Data Cloud" to analyze bot conversation data via reports.    **Goal:**  We want to filter out internal employee conversations from analytics/reports so we can focus on actual customer interactions.    **Challenge:**  Since Embedded Messaging is accessed via a public website (no login required), there's no built-in way to identify whether a conversation was initiated by an internal employee or an external customer. The ConversationEntry data in Data Cloud doesn't include any user identity or IP address information.    **What we've considered so far:**  1. **Hidden Pre-Chat fields** – Using the Messaging Web API to pass a hidden field (e.g., a flag set by server-side IP detection) before the conversation starts. This seems viable but requires custom web implementation.  2. **Adding a bot question** ("Are you an employee?") – Rejected because it adds friction and may reduce utilization rates.  3. **Separate deployment per audience** – Deploying different Embedded Service configurations for internal vs external pages, but this adds operational complexity.    **Questions:**  - Is there a recommended or built-in way to tag/identify user type (internal vs external) in Enhanced Messaging conversations?  - Has anyone successfully used Hidden Pre-Chat fields with Enhanced Bots to pass custom metadata that appears in Data Cloud transcript data?  - Are there other approaches we haven't considered?    **Environment:**  - Salesforce Enterprise Edition  - Enhanced Messaging channel with Enhanced Bots   - Data Cloud enabled for conversation transcript analysis  - Embedded Messaging for Web (MIAW)   

@* Service Cloud * @* Salesforce Einstein * 

We are creating a new profile for some users in another region and i would like them to see records that relate to their region only  

I have created  a sharing rule  when OWD (case) is private  

However, these users are still able to see the list view they are not members of. 

What am I missing please? 

Hello everyone,

We are currently using MIAW (Messaging for In-App and Web) in Service Cloud.

Recently, we’ve been facing an issue where Salesforce freezes when a user tries to change their Omni-Channel status to "Online" via the button in the bottom-left corner right after logging in.

Restarting the browser temporarily fixes the issue and allows them to go online. However, the next day, the same freezing issue occurs again. This pattern has been happening consistently for the past few weeks.

Has anyone experienced a similar issue, or does anyone know a solution or workaround for this?

Thank you in advance for your help!

  ーーーーーーーーー   こんにちは。 Service cloudでMIAWを使っています。   Salesforceにログイン後、オムニチャネル画面で、画面左下のオムニチャネルボタンよりオンラインにしようとすると、画面がフリーズしてしまします。  なお、ブラウザを再起動するとオンラインができるようになりますが、翌日またフリーズしているような状態がここ数週間と続いています。   同様の事象が発生している方、また解決策をお持ちの方がいれば教えていただきたいです。   よろしくお願いいたします。        

Morning  Our company has contacts within an Account who share the same email address.  We have web forms integrated with SF and we are finding that a Contact is submitting a form and his name name and email address are submitted as part of the form. However, the Case is assigned to another colleague who shares that generic email address.    I thought that Contact names were only populated on a 1-2-1 match and it more than 1 contact shared the same email address then the contact name field would be blank and the user would update the field when taking ownership of the case