When the Voice Call is routed from one agent to another agent in Salesforce, there will be an entry in AgentWork entity. Check the following example. The Voice call was ....
1. Install the Amazon CTI Package. https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000EJH4yUAH 2. Go to Call Centers in Setup. Select "Amazon Connect Lightning Adapter". Click Manage Call Center Users and assign yourself. 3. Go to ....
Sample Code: Visualforce Page: <apex:page controller="SampleVFPageController"> <apex:form > <apex:pageBlock > <apex:pageBlockSection > ....
Fallback Routing can be used to route chats to a different team if the current is full of capacity in Salesforce. Please check the following implementation. If Team A from ....
replaceAll() method can be used to remove all non-numeric present in a variable using Apex in Salesforce. Sample Code: String str = 'abc123xyz!@#$%^&*()_+'; String myOutStr = str.replaceAll( '[^0-9]', '' ); ....
1. Setup/Enable Change Data Capture. https://www.infallibletechie.com/2019/05/change-data-capture-in-salesforce.html In this example, I have enabled Case object. 2. Create a Trigger. Sample Trigger: trigger CaseChangeEventTrigger on CaseChangeEvent ( after insert ) { ....
Using the following setup and implementation, we can send SMS notification using Salesforce Flow. In the following implementation, I have used a custom object. Messaging Channel is needed. It's not ....
"Offline support" feature in the Embedded Service Deployment can be used to log case when the agents are not available. The "Offline support" feature will display Case Form when the ....
Task object is not Supported for UI API. For list of supported objects for UI API, check the following link https://developer.salesforce.com/docs/atlas.en-us.uiapi.meta/uiapi/ui_api_all_supported_objects.htm If you are looking for a way to create ....
We can use a Record-Trigger Flow on the AgentWork entity to update the Case Owner to Chat agent when the Chat is accepted in Salesforce. Sample Flow: Condition: 1. Status ....