Service Cloud

Welcome to the Customer Success Ohana! This group is dedicated to your success with Service Cloud products. Join the conversation here to ask questions, get answers, stay updated and share experiences.

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Cristina Moscoso

:: Service Cloud Picks from the Pack - 1/17/20 ::: Hello Service Cloud users! Here are webinars & resources to help with your Service Cloud adoption. **WEBINARS** - January 22nd at 11am PT | 2pm ET - How to Make Your Service More Human Centric - REGISTER TODAY - https://sfdc.co/NYNLs - Jan 22 at 1pm ET - How to: Service Cloud: Plan "Salesforce Knowledge" in Lightning Accelerator - https://sfdc.co/ctfk1i **RESOURCES** - 🤔 Wondering how to Personalize Your Salesforce Experience - https://sfdc.co/bsMU80 - Getting Started w/ Salesforce Files: https://success.salesforce.com/0D53A00004kHi2s - What's new on Trailhead for Service Cloud? https://success.salesforce.com/0D53A00004jJquO More Content: https://sfdc.co/s1Ww4 Want to work towards Community Champion status? PLEASE ASSIST! If you see unanswered questions comment with your advice: https://sfdc.co/ServiceQandA #[Picks From The Pack - Service Cloud] More

2 days ago · 1 comments · 0 likes

Jaime Lesage

Hello, I am new to the trailblazer community and could use some help! I am working on reporting and dashboards and hit a snag: Currently, our company has a custom object to calculate duration of a case from start to finish in minutes (Actual Duration (Minutes)). This is not very user-friendly for reporting purposes (sometimes it can be 1,000 + minutes if follow-ups are needed) so I created a custom field called "Actual Duration (Hours)." The problem is that I don't have visibility in Report Builder to select this custom field for reporting. Is there a resource to help me confirm that I am checking all of the necessary areas to confirm permissions? Any suggestions would be appreciated. Thanks! More

2 days ago · 3 comments · 0 likes

Michael Rihm

Hi there, We have a process builder that sets all case milestones to completed when the case status = "Closed". However, when the milestone is completed, another one is immediately created. This is a sequential milestone with a target response time of 24 hours and we have criteria on the milestone to not start when case status = "Closed". Does anyone have any ideas why this would be the case? More

3 days ago · 0 comments · 0 likes

Sean Davis

Join us for next week's accelerator webinar - How to: Service Cloud: Plan "Salesforce Knowledge" in Lightning Accelerator Webinar Date/Time: Wednesday, January 22, 2020 1:00 PM - 2:30 PM EST REGISTER HERE: https://register.gotowebinar.com/rt/5234981968850642690 In this 1.5-hour session, @Nicholas Hojnacki (Salesforce) and I will review and demo key Lightning Knowledge features as you plan out Knowledge in Lightning. Come learn more about: - Record types and data category groups - Article page layouts and custom fields - User permissions and article management We'll also have a Q&A at the end. Looking forward to having you join us! More

4 days ago · 0 comments · 0 likes

Anna Li

Join us for next week's accelerator webinar - How to: Service Cloud: Automate Your Case Management Date/Time: Thursday, January 23, 2020 12:00 PM - 1:30 PM PST REGISTER HERE: https://register.gotowebinar.com/rt/9190923643908053507 In this 1.5-hour session,@Nicholas Hojnacki and I will review and demo key automation features in Service Cloud. Come learn more about: - Increasing service rep productivity - Decreasing support case response and resolution time - Automating case assignment and escalation - Increasing customer satisfaction We'll also have a Q&A at the end of the webinar. Looking forward to having you join us! More

4 days ago · 0 comments · 1 likes

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