Category: console

Salesforce Live Agent Chat – Objects

In this post, I am going to explain about the standard objects which will be created by default the moment you enable Live Agent in your organization. Let’s start – Live Chat Visitors:This object contains information about the visitors who has initiated the chat session. One important field here is the Session Key. A session key in a unique record which is stored on Live Chat Visitor’s record and end user’s machine as a cookie. But why? The reason is if the end user is initiating multiple chat sessions, then Salesforce will link all Live Chat Transcripts records (This is another object, which I will explain in a few minutes) to this unique Live Chat Visitor record. Here is a sample Live Chat Visitor record. Live Chat Transcripts:This is the record which tells you the conversation that happened between your Service Representatives and End Users. It stores the chat transcripts. Salesforce will automatically create the record for you as soon as the chat session is ended and your service representatives close the chat transcript. Here is sample Live Chat Transcript record.Live Chat Transcript Events:This object tracks all the events that occur between Service Representatives and Customer during the chat. Few important events are like Chat Request, Accept Request, Route Information, Transfer information. You can see the detail of events – https://help.salesforce.com/articleView?id=live_agent_transcript_events.htm&language=en&type=0Here is sample Live Chat Transcript Event record.Live Agent Sessions:This...

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Service Console – How to open the detail page by clicking on hyperlink(formula field) in Sub-Tab

This post will explain how to open the detail page in a sub-tab after clicking on the hyperlink.Recently I faced one problem where I need to open the details page of a record in sub-tab inside Service Console by clicking on the hyperlink.Normally if you have any lookup field in service console layout, the field will appear as hyperlink and clicking on the link will open the detail record in sub-tab. But in my case, I need to make a custom formula field with return type as Hyperlink. Making a formula field as hyperlink is very easy and if you add the field in the page layout, that field will appear as hyperlink. But the problem comes when you click on the link. Clicking on the link will open the page in another browser tab, which is a little odd. User may feel that they are thrown out of the service cloud console by clicking on a record.So to improve this user experience, we need to open the detail page in the sub-tab of service console. Below is the formula field which display “Product Name” in the page layout as hyperlink and clicking on that link will open the product detail page in sub-tab by passing the product id.HYPERLINK(“javascript: if(typeof(srcUp)==’function’) { srcUp(‘/” & Product2.Id & “?isdtp=vw’); }”+ ” else { window.location.href=’/” & Id & “?isdtp=vw’ }”,Product2.My_Product_Name__c, “_self”)Sharing the information...

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