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Andres Celedon

Hey y'all! We're in the weeks to our planned service cloud launch date and had one question that I can't quite figure out yet. Is there a way to show customer email in a thread/conversation style for the gent to be able to scroll through? We're not a fan of having to go to the Email object and open emails individually, would prefer to see them similar to how Desk shows them. Best, Andres More

3 days ago · 1 comments · 0 likes

Barbara Tassa

Hello Desk to Service Cloud Trailblazers! Our November Masterclasses & Office Hours can be found here: Note - we're a little lighter this month due to Dreamforce happening (Nov 19-22) and Thanksgiving holiday closures (Nov 28-29). New this month - we're running more Special Cutover Sessions for those of you who want to get the play-by-play for when you actually flip the switch between Desk & Service Cloud. Looking forward to helping you all make the Desk to Service Cloud switch! See you soon! More

14 days ago · 0 comments · 1 likes

Jay Randall

Hey, everyone! Our org just enabled Two Factor Authentication (2FA) on our Gmail-based email addresses that forward into Desk, but Desk doesn't seem to like this. We're receiving this error message net to each entry in the Mailboxes section in the Admin panel: Last Error: javax.mail.AuthenticationFailedException: [ALERT] Application-specific password required: (Failure). Please check your settings, and we'll try again in a few minutes. The Google support article mentions entering a sixteen-digit code, but there's nowhere on Desk to enter this. Has anyone else run into this when trying to use 2FA-enabled Google-based emails with Desk? Thank you! More

1 month ago · 1 comments · 0 likes

Denise A.

Appreciate the help I've gotten through this group. We're close to launching with Service Cloud, and this is hopefully my last question. I cannot get the Migration Wizard to run in production. I had no issues moving cases into the trial, but now I keep getting a 500 timeout error when I try migrating. I've had the same error since I ran the wizard on Saturday, and none of the record numbers have changed since. I also just realized that the wizard is creating duplicate fields (maybe from each time I've clicked 'retry'?) which has created more post-cleanup work on my end. I'm on version 4.9, which Support says should work. But this doesn't seem to be progressing, and it's now causing us to fall behind. (I do have a Case open, but figured I'd ask the group since it's been a week of the same.) Has anyone else had this issue and figured it out? More

1 month ago · 1 comments · 1 likes

Denise A.

Question for everyone about CSAT surveys, since I've gotten conflicting information about this. I know there's a CSAT enablement guide (which I'm running into separate apex issues with). But I've been pointed to Salesforce Surveys by other Salesforce staff, and am trying to figure out how feasible that route is. Is anyone planning to use Salesforce Surveys for their CSAT surveys going forward? (I know there are other survey tools out there, but I'm exclusively looking at native Salesforce tools for this.) Thanks! More

1 month ago · 2 comments · 0 likes