I want cases in status "Scanned" for 24 hours to be escalated to supervisors,...
Given a Case is in an “scanned” status, WHEN the age of the Case exceeds 24 hours, Then a Chatter notification is issued to user’s in the Role. I was using Case escalation rule by setting the hours as...
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Can 'Detach from case' link in case feed hidden?
I want to hide 'Detach from case' from case feed. Since this a standard layout I couldn't hide it using code. Is there a profile permission to hide it?
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'Reply' & 'Reply to All' button missing from email message feed when using...
Hi i have a very simple email publisher to replace the original one :-> <apex:page standardController="Case" > <apex:emailPublisher entityId="{!case.id}" fromVisibility="selectable"...
View ArticleHow is the "From" field populated in the Case Feed Email (Answer Customer)...
We are using Case Feed and Email To Case. I am trying to figure out what the default value of 'From' is, it seems to be different from Case to Case.
View ArticleObject Specific Publisher Action for New Contact from Case Object
I am implementing Case Feed and want to add an object specific Publisher Action "New Contact". I understand that this should be with a Visualforce page but am not sure how . . . Also, the newly...
View ArticleHow to track deletion of Files (Content Documents) in Case Feed?
Customer is using Email2Case, configured to store email attachments as Files (Content Document/Version/Link). They specifically will allow agents to delete these files, as they get many unneeded...
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What populates "Text Posts" in the Lightning Case Chatter Feed?
I noticed a "Text Posts" subtab in the Case Chatter standard component, and wanted to populate it with our SMS tasks. Questions: Does anyone know where this Text Posts subtab is pulling its data from?...
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How to add new picklist values in Feed Item Type, so that they can be...
I wanted to create a Feed Filter which can display only Tracked changes.But Tracked Change is not available in Feed Filter criteria. Is there any way to add that value under Feed Item Type.
View ArticleDo FeedItem Triggers fire on the case feed "send an email" action?
My organization has begun to use casefeed for cases and so far we've run into one problem: emails in the case feed sent by technicians to customers appear in the case feed, but do not get exposed to...
View ArticleHow to link to SObject within Case Feed in console-friendly fashion?
I have a requirement to add a link from one case to another within the case feed. This will happen from a future method called from trigger context, so it should be bulk safe. For this reason, I'd...
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Email Message on Case Feed - Is it Possible To Show the "From" Address Not...
We are using Service Console with Feed Enabled Layouts on Cases. We are using a programmatic solution to consume Email replies to existing Cases and save the Email on the Case. In the Case Feed an...
View ArticleCase feed option is not displayed in case page layout
I am working on trail head modules for case feed. As part of the module, the last unit is to add the feed view to the case page layout.When i am trying to edit the page layout of case, i find that the...
View ArticleChatter Email Action: ToAddress takes WebEmail rather than ContactEmail
I want to populate the contactEmail when agents send email from the case. I have predefined the ToAddress to contactEmail but it still takes the webEmail from the case. which is annoying to our...
View ArticleHow to access Owner of Parent Record of FeedItem
I am trying to send emails to the owners of cases when people post to the case feed. Traversing up through parent records seems to have some strange functionality: for(FeedItem FI : FeedItems ) {...
View ArticleWhy is CaseFeed.CreatedById Polymorphic?
A polymorphic lookup is, by definition, one where the SObjectType of the parent be multiple different values. That was the basis for how I compiled Polymorphic keys - definitive list?However, a...
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How to add alias / display name along with email address in Specify From...
I was able to add email addresses in case layout to default 'From' address when sending an email from Case Quick ActionBut how to add alias in each email address?Or is it possible to fill 'Specify From...
View ArticleUnknown Component: apex:emailPublisher
I'm trying to write a simple VF page using below code: <apex:page standardController="Case"><apex:emailPublisher entityId="{!case.id}"...
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Salesforce QuickActionsDefaultsHandler - how to make it do nothing when...
I am hoping you could assist. I am currently trying to implement the QuickActionsDefaults handler in our Org so that the template and the Org-Wide email is automatically selected when a user clicks...
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Custom Buttons on Feed Views
Does anyone know why the custom buttons on the new Feed View Layouts released in Spring '14 all collapse into one button when viewed on the left panel or right panel? It is such weird behaviour. Yes,...
View ArticleCan't see Feed and Details tabs on Case read page even the Page layout is...
I switched to Salesforce classic and opened a Case but I'm unable to see the Feed and Details tabs ! The case page layout id feed-based and feed tracking is enabled on Case object !I tried to clone the...
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