Articles tagged “service-cloud”

48 articles

• AIReplyRecommendationsSettings Metadata in SFDX

  Configure and deploy Einstein Reply Recommendations settings for Service Cloud chat and messaging using AIReplyRecommendationsSettings in SFDX.

• Bot Metadata Type in SFDX & Metadata API

  Design, version, and deploy Einstein Bots and conversational AI agents using the Bot metadata type in Salesforce DX, Metadata API, and CI/CD pipelines.

• BotBlock Metadata Type in SFDX & Metadata API

  Build and deploy modular, reusable Einstein Bot dialog groups and intent models across multiple bots using the BotBlock metadata type in Salesforce DX.

• BusinessHoursSettings Metadata Type in SFDX

  Configure and deploy organization BusinessHoursSettings and Holidays in Salesforce DX to govern SLA entitlement timers, Case escalations, and routing.

• CallCenter Metadata Type in SFDX & Open CTI

  Configure and deploy Open CTI softphones and Service Cloud Voice contact centers using the CallCenter metadata type in SFDX and Metadata API.

• CaseSettings Metadata Type for Service Cloud

  Manage and deploy Salesforce CaseSettings metadata in SFDX, including Email-to-Case, Web-to-Case, feed view configurations, and escalation rules.

• CaseSubjectParticle Metadata Type in SFDX

  Configure and deploy CaseSubjectParticle metadata in Salesforce Service Cloud to format automated social and inbound case subject generation.

• ChannelLayout Metadata Type for Knowledge

  Configure and deploy ChannelLayout metadata in Salesforce Knowledge to customize article field visibility across internal, partner, and public channels.

• ChatterAnswersSettings Metadata Type Guide

  Understand legacy ChatterAnswersSettings metadata in Salesforce SFDX projects, including deprecation status, package.xml behavior, and migration paths.

• ConversationChannelDefinition Metadata Type in SFDX

  Configure and deploy ConversationChannelDefinition metadata in SFDX to build Bring Your Own Channel (BYOC) messaging integrations for Service Cloud.

• ConversationMessageDefinition Metadata Type in SFDX

  Author and deploy ConversationMessageDefinition metadata in SFDX to build interactive Messaging components, time selectors, and rich link templates.

• ConversationMessageDefinitionTranslation in SFDX

  Configure and deploy ConversationMessageDefinitionTranslation metadata in SFDX to localize interactive Messaging components across multiple languages.

• ConvIntelligenceSignalRule Metadata Type in SFDX

  Deploy ConvIntelligenceSignalRule metadata in SFDX to detect competitor mentions, pricing objections, and compliance keywords in Einstein call insights.

• CustomFeedFilter Metadata Type in SFDX

  Configure and deploy CustomFeedFilter metadata in SFDX to streamline Service Console Case Chatter feeds by filtering emails, tasks, and portal comments.

• DataCategoryGroup Metadata Type for Salesforce Knowledge

  Configure hierarchical Data Category Groups for Salesforce Knowledge and Questions using DataCategoryGroup metadata. Learn SOQL WITH DATA CATEGORY.

• EmailTemplate Metadata Type Reference

  Configure and deploy EmailTemplate (.email and .email-meta.xml) metadata for Classic, HTML, Visualforce, and Lightning email templates and folder manifests.

• EmbeddedServiceFlowConfig Metadata Guide

  Configure and deploy EmbeddedServiceFlowConfig in Salesforce to orchestrate automated screen flows and appointment booking within Embedded Service web chat.

• EmbeddedServiceMenuSettings Metadata Overview

  Configure and deploy EmbeddedServiceMenuSettings metadata in Salesforce to deliver unified omnichannel contact menus and self-service channel options.

• EntitlementProcess Metadata Type for Service Cloud SLAs

  Configure and deploy Service Cloud SLA timelines, milestones, and time triggers with the EntitlementProcess metadata type. Learn versioning and SlaProcess SOQL.

• EntitlementSettings Metadata Architecture

  Configure EntitlementSettings metadata in Salesforce to manage Service Cloud SLAs, milestone tracking, business hours, and case entitlement workflows.

• EntitlementTemplate Metadata Architecture

  Configure EntitlementTemplate metadata in Salesforce to standardize predefined service terms, business hours, and automated warranty entitlement grants.

• EscalationRules Metadata Type Reference

  Configure and deploy EscalationRules (.escalationRules-meta.xml) metadata to automate time-based Case escalations, business hours, and Queue reassignments.

• IncidentMgmtSettings Metadata Type in SFDX

  Configure IncidentMgmtSettings metadata in Salesforce Service Cloud to activate ITIL incident, problem, and change management workflows.

• KnowledgeSettings Metadata Type in SFDX

  Deploy KnowledgeSettings metadata in Salesforce to manage Lightning Knowledge, multi-language translation, article voting, and case deflection in CI/CD.

• LiveAgentSettings Metadata Type in SFDX

  Configure LiveAgentSettings metadata to activate legacy Service Cloud Chat, transcript logging, agent routing, and Omni-Channel chat support.

• LiveChatAgentConfig Metadata in SFDX

  Define LiveChatAgentConfig metadata to configure agent chat capacity, supervisor monitoring, file transfer, and conferencing permissions.

• LiveChatButton Metadata Type in SFDX

  Deploy LiveChatButton metadata to build chat triggers, automated invitations, queue routing rules, and pre-chat forms in Service Cloud.

• LiveChatDeployment Metadata in SFDX

  Configure LiveChatDeployment metadata to specify domain whitelists, branding windows, pre-chat rules, and chat session timeouts.

• LiveChatSensitiveDataRule in SFDX

  Enforce compliance by masking credit cards and SSNs in chat transcripts and messages using LiveChatSensitiveDataRule metadata.

• LiveMessageSettings Metadata in SFDX

  Manage LiveMessageSettings metadata to configure conversational messaging channels, SMS, WhatsApp, and customer consent in Salesforce.

• MessagingChannel Metadata Type in Service Cloud

  Configure and deploy MessagingChannel metadata in Salesforce to manage Service Cloud Digital Engagement channels, routing rules, and automated responses.

• MilestoneType Metadata Type for Service Cloud SLAs

  Define First Response, Workaround, and Resolution SLA milestones with the MilestoneType metadata type. Learn recurrence types and CaseMilestone SOQL queries.

• ObjectLinkingSettings Metadata Type Guide

  Configure and deploy ObjectLinkingSettings metadata in Salesforce to automate record association across Service Cloud Voice, Chat, and Messaging channels.

• OmniChannelSettings Metadata Type Guide

  Configure and deploy OmniChannelSettings metadata in Salesforce to enable work item routing, skills-based routing, and real-time supervisor monitoring.

• OmniSupervisorConfig Metadata Type in SFDX

  Configure and deploy OmniSupervisorConfig metadata in Salesforce to customize supervisor visibility, agent monitoring tabs, queues, and manager actions.

• PresenceDeclineReason Metadata in SFDX

  Configure PresenceDeclineReason metadata in Salesforce to standardize Omni-Channel agent decline reasons for Service Cloud supervisor analytics and WFM.

• PresenceUserConfig Metadata Type for Omni-Channel

  Configure Omni-Channel agent capacity, interruptible capacity, auto-accept, decline reasons, and push timeout statuses with PresenceUserConfig in SFDX.

• QueueRoutingConfig Metadata Type for Omni-Channel

  Configure Omni-Channel routing priority, routing models, capacity weights, and skill timeouts using the QueueRoutingConfig metadata type in Salesforce.

• RecordActionDeployment Metadata in SFDX

  Master RecordActionDeployment metadata to orchestrate Flows, Quick Actions, and Next Best Action recommendations in guided Service and Sales consoles.

• ServiceAISetupDefinition in SFDX

  Deploy ServiceAISetupDefinition metadata in Salesforce to automate Einstein Case Classification, Wrap-Up models, and predictive field mappings.

• ServiceAISetupField Metadata Type in SFDX

  Configure ServiceAISetupField metadata in Salesforce to define input features, target predictions, and extraction rules for Einstein models.

• ServiceChannel Metadata Type for Omni-Channel Routing

  Configure Omni-Channel work item channels with the ServiceChannel metadata type. Learn status-based vs tab-based capacity, ACW timers, and SOQL queries.

• ServicePresenceStatus in SFDX

  Configure ServicePresenceStatus metadata in Salesforce to manage Omni-Channel agent availability, channel routing, and presence permissions.

• ServiceProcess Metadata Type in SFDX

  Deploy ServiceProcess metadata in Salesforce to orchestrate Service Process Studio definitions, case resolution flows, and integration actions.

• ServiceSetupAssistantSettings in SFDX

  Automate ServiceSetupAssistantSettings in Salesforce DX to enable guided Service Cloud onboarding, support queues, and contact center defaults.

• SocialCustomerServiceSettings in SFDX

  Deploy SocialCustomerServiceSettings in Salesforce to automate social post case creation, approval workflows, and inbound communication channels.

• UiPreviewMessageTabDef Metadata Type in SFDX

  Configure and deploy UiPreviewMessageTabDef in Salesforce to define message preview tabs, communication channels, and omni-channel preview surfaces.

• WorkforceEngagementSettings Guide

  Deploy Service Cloud Workforce Engagement settings with WorkforceEngagementSettings metadata to automate capacity planning, forecasting, and shift scheduling.