Engagement Engine Proactive Chat and Custom Fields (4 Comments)
Topic by Nick LContentBackground... We'd like our agents to be able to identify when a chat is started after a member is logged into our online banking system.Using the engagement engine, we've...
View ArticleCustom Object Fields as Standard Text Variables ?
Topic by Tyler DavidsonWe've recent began testing Custom Objects and are trying to use new fields created as variables in Standard Text. Is this possible?I'm using this format in the Standard...
View ArticleSet Answer Copy Default Values
Topic by Douglas BowmanContentIs there a way to set the default values for "Status" and "Access Level" in the "Copy Answer" window?VersionOracle Service Cloud August 2015
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Changing Phone Number Field Masking (2 Comments)
Topic by SylviaContentHi All,I applied a masking in the phone number field on the contact workspace based on the number of digits per country. This is currently working as expected. I want to change...
View ArticleRule to trigger a workspace from a workspace? (8 Comments)
Topic by Simon EcclesHi there,I hope I am posting this in the correct place, apologies if not.I am looking for some assistance regarding Workspaces. I would like to create a rule that will trigger...
View ArticleHow do I specify an Organization when importing Contacts? (1 Comment)
Topic by Drew StephensContentI am trying to import a list of Contacts into the Service Portal and would like to include the Organization associated with the Contact. My problem is how to identify the...
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Erro desconhecido ao iniciar Right Now entre em contato com o administrador
Topic by Diego BorgesContentEstou com o seguinte problema:Ao instalar o RigtNow pelo navegador Internet Explorer eis que surge um erro ao tentar iniciar o aplicativo, Erro desconhecido. Entre em...
View ArticlePhone number type in workspace (4 Comments)
Topic by RDContent Hi,Is there any way we can restrict that only 1 phone type is visible on the workspace and there is no option to change the phone type.For example, agent can fill only the Mobile...
View ArticleEngagement Engine Proactive Chat and Custom Fields (4 Comments)
Topic by Nick LContentBackground... We'd like our agents to be able to identify when a chat is started after a member is logged into our online banking system.Using the engagement engine, we've...
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Can the options menu be removed from a report control? (11 Comments)
Topic by Clemens-Christoffer MeyreissContentHi,is it possible to remove the Options menu from the report control in a workspace and gain the used screen space for th report?Best regards,ClemensImage
View ArticleSet the value of custom field to current logged in user (1 Comment)
Topic by Kim DanteWe have a custom text field called "last assigned". When reassigning to another department, I'd like to use a workspace rule to automatically set the value of "last assigned" to...
View ArticleCollapsing conditionally visible fields (1 Comment)
Topic by Christos SklavenitisContentWe have several fields on our workspaces that are conditionally visible based on whether the field is populated, or the logged in user's profile, or a combination of...
View ArticleAgents view email header? (3 Comments)
Topic by Amy JohnstonWe currently have over 300 individual Helpdesk email addresses that filter into a few service mailboxes. It can be helpful to our agents to see exactly what address an end user...
View ArticleDefault Value in Custom Fields (2 Comments)
Topic by Janmajay AdhikariHi Guys,When I'm deselecting a default value in Incident custom field and on trying to save, nothing changes. Can't we deselect a default value of a custom field???My custom...
View ArticleAgent Scripting
Topic by Doug LabelleContentHow do I save the data that is gathered in a script?For example, I want to have my agents create a new contact if the customer is not already in our system or update their...
View ArticleAccess to KB via Console
Topic by Michael LocurcioContentWe find lots of our agents going out to CP to look up KB articles, the same articles we give them access to via a quick search and Answer workspace. Is there a way to...
View ArticleDo not allow incident to be assigned to group (1 Comment)
Topic by Kim DanteI want to not allow anyone to assign incidents to ONEspecific group. I know I can turn off all groups in the workspace by unchecking "can assign to group". But that blocks all groups.
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Cannot Start Application Error (4 Comments)
Topic by Brian LamayContentOur organization uses SAML 2.0 SSO - agents access the GUI via a federated URL which then launches the application. Lately, we have been seeing the attached error occuring...
View ArticleResponse Requirements ... time counted within service interval only? (2...
Topic by Rhonda WarrenCan someone confirm this for me please? I've watched the tutorials and read through articles in the user guide, but I haven't seen/heard this specific statement. The minutes...
View ArticleEngagement Engine Proactive Chat and Custom Fields (5 Comments)
Topic by Nick LContentBackground... We'd like our agents to be able to identify when a chat is started after a member is logged into our online banking system.Using the engagement engine, we've...
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