Agent Desktop
Surveys and Outreach, System Admin and Configuration, Knowledge Foundation, Knowledge Advanced, General Functional Discussion
Discussion List
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Right Click actions menu in BUISummary: An agent is seeing different options when right clicking a report in BUI, than in .NET and i'm struggling to find out where to change it. Content (required): Wh… -
On Agent BUI Not able to set Incident Primary contact using extensible frameworkContent Hi Everyone, We are trying to Change Incident primary contact based on logic from Script. we are able to do this through Javascript API and Addins in Agent Deskt… -
image with standard textSummary add image with standard textContent is there any ways to add logo ( image) and slogan to the standard messages ( text) with variables
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Need to verify surveys are being sent as designedSummary: We have a customer telling us they are not getting any surveys. I am looking to find a way to see all incidents and which incidents were sent a survey. I am not… -
How to change a value of a custom object based on a parent standard object valueSummary: We have the serious need to update a custom object that is related to a parent standard object. In this case it is specifically Content (required): Mobile asses… -
certificate error when installing Agent desktopSummary: Hi All, I am trying to install agent desktop but i cannot install it and getting the attached error but i can open Customer portal. Is it is a system issue? Con… -
Favorite Standard TextsSummary: With Standard Text, Agents when selecting a standard text using the right-side tool bar on the workspace. Is there a place to "Favorite" your most used standard…
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How to not send a chat survey when the chat session is ended automatic ?Summary: I need a survey not to be sent when the chat is automatically disconnected due to inactivity. In the chat business rules, it is not possible to create condition… -
How to upload JMS Queue Message to oracle Service cloudHi community I have designed the JMS code and want to upload it to service cloud for it to consume the data can anyone guide me on how to achieve this Thanks
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Knowledge Advanced - report on meta informationSummary: Is it possible to report on meta information? Content (required): As part of a content type I created meta fields and I'd like to report on these. Is that possi… -
Audit Log editContent Is it possible to show both the old value (what the value used to be before the current value) and the current value of the 'What' and 'Description' columns of t…
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Live Chat Monitor in BUISummary: We are looking to understand if a supervisor can conduct live chat monitoring in the BUI or is this only available in the Console? Content (required): Can you l…
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Contacts responding to Closed - Do not reopen incidentsSummary: We have a closed status that does not allow for re-opening the Incident from either a customer or Agent called Closed do not reopen. At closure the Customers ge…
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How do I stop the Custom Object Menu from reordering the menu items?Summary: Saving Custom Object Menu causes items to reorder Content (required): I have a custom object menu with around 50 items which I have ordered alphabetically. Howe…
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Screen pop a report that uses "in list" filter?Content (Sorry for cross-posting with Analytics - not sure if people read both.) I've created a report that searches for contacts using the "in list" filter. (contacts.c…
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How many profiles do we need?Summary: I'm trying to figure out, in furtherance of economy, how few profiles we need for our organization. Content (required): Greetings hivemind. In our organization,… -
message template/auto response alignmentSummary: When a message is opened, the auto-response/message template is shown above, and then the original message is in the message thread. Is there a way to alter the… -
How to mail the same email address multiple times in 1 mailingContent Hi, Outreach query - If I try to use the data import wizard to contact a customer that appears in the CSV file more than once, it will never let you contact all …
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Error Sending email through Custom PHP ScriptSummary Failed: MailMessage::send failed: Application Error Description: default mailbox is not configured: 'from_address' is not set Content (required): I am getting th… -
Has the latest BUI update made the Redwood Theme default?It looks like the latest BUI update (Build 3.22.04.07-b0006) has made the Redwood Theme the default. Has this happened for anyone else too? It's not mentioned in the rel… -
Transferred chat Incident is assigned to original agent/queueContent We have chat setting to create incident at beginning of chat, so that the agent can assign the category. However, when the chat is transferred to a new agent, th…
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Adding emails to mailbox discard filterSummary: Adding emails to mailbox discard field Content (required): Hello, I'm wondering if anyone knows whether or not I can use a wildcard (*) when entering an email a… -
Chat Custom ObjejctSummary: Expanding our field limit for chats. Content (required): We can make custom objects and relate them to incidents but we can't relate it to a chat workspace. We …
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Notifications TypeSummary: what is the difference between all notifications type in the customer portal? Answer Notifications Product/Category Answer Notifications Discussion Notification…
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Add attachments as linkSummary: how can add attachments as a link in answer content? Content (required): Version (include the version you are using, if applicable): Code Snippet (add any code …
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What is the maximum rows limit for Contact List table?Summary: Maximum rows limit for contact list. Content (required): I wanted to understand if there is any rows limitation for the contact list object. If there is a limit…
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Conditional SectionSummary: i try to use conditional section to view this answer to specific team, but it does not work. can any one help me? Content (required): Version (include the versi…
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Edit Email TemplateSummary: how to edit and customize email template in the service console? Content (required): Version (include the version you are using, if applicable): Code Snippet (a…
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List out all Add-ins used in Work spaceContent Is there a way to list out all Add-Ins being used in all workspaces (apart from manual check) Version Aug-17