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Gina CoronaGina Corona 

I'm having an issue where we're getting multiple cases opened via one email thread. I know what the issue is, but I'm wondering if there are any best practices or something that can be put in place that help avoid this issue. Here is what happened:

1. Customer emailed Sales Tech directly. They go back and forth on email.
2. At some point our support email address is added to the cc field.
3. Everytime they reply all a new case is added.

I know this is because the thread ID is missing. Technically Sales Tech should wait for the email that a new case is received (which includes the Thread ID) and reply all to that (since it includes the contact)... then if they go back and forth on that it will track to one case.

Is there anything else that can be done/put in place in these cases? We don't have them often - but when they occur they are a pain. 

Best Answer chosen by Gina Corona
Ido GreenbaumIdo Greenbaum
Hi G.C.,

First - please upvote the following Idea:

Avoiding duplicate cases, due to incoming Email Messages which doesn't include the reference:id, is doable. This can be done utilizing SalesForce Email Service, and the appropriate Apex code. I implemented this, and had to put up some time and development effort to achieve a steady solution. Let me know if you go down this road, as I'll be able to assist. 
As a starting point, I would recommend the following article, which I used as a base layer of my solution:

Hope this helps.  

Carlos CiceroCarlos Cicero 
Hi all, 
I am still getting this error: 
Challenge Not yet complete... here's what's wrong:
Ensure you set up Email Routing to work without having to install the Email-to-Case agent behind a network firewall.

But I already have configured the OnDemand email to case. I don´t know what the badge cannot verify, Any clue? 

Best Answer chosen by Carlos Cicero
Ajay MaguluriAjay Maguluri
Hi Carlos,
Change the routing name to the 'Cloudy Email Routing'.
Hope it will work else, let me know.

Leo DarkLeo Dark 

I'm going through this documentation regarding Dashboard Filters :

Dashboard Filters (

And I'm confused on what fields can be available for a dashboard filter when the dashboard is displaying reports from multiple objects. I keep seeing only fields which have an "equivalent" field are available. Does this mean only a fields which appear in each report are available ? Or the 'same' field in multiple objects ? I don't understand how that would work either. 

And do these fields need to be included in the reports in order to be used in a filter ? 

Thank you for any help you can give.

Best Answer chosen by Leo Dark
Andrew FragiasAndrew Fragias
Hi Leo,

In the Dashboard once you add a filter you can then go to each component and select the funnel icon to then choose which field would be used for that filter. For Example I wanted to filter on Opportunity Close Date and I have component 1 which is a report on the Opportunity object so that would use the Close date then I have component 2 which is a report on the Account object and I want it to use the Customer start Date then I can set it this way.
FM Support FM SupportFM Support FM Support 
I'm sure I'm making a dumb mistake and missing a step, so any help is very appreciated.  So I'm new to SF and I'm trying to create an assignment rule that automatically puts any new case into a queue.  So I've got it set that any time Case: StatusequalsNew then it should Assign to the queue.  However, I've been creating new cases for a while now with the Status being New and nothing is getting sent to the queue.  I can manually change the owner to the Queue, but that is not the goal.  
Any feedback on what I might be doing wrong would be greatly appreciated.
Best Answer chosen by Ed ( 
Marco (werewolf) CasalainaMarco (werewolf) Casalaina
2 possible issues:

1.  Go to Setup | Customize | Cases | Assignment Rules, look at your assignment rule, and make sure Active is checked on.
2.  When you create the case, make sure the "Assign using active assignment rules" box is checked at the bottom.  You can turn this checkbox on by default by setting it in the page layout, Setup | Customize | Cases | Page Layouts, edit the page layout, and click the Layout Properties button.
vamshi krishnavamshi krishna 
I need to send an email alert to a queue, if no agent picks the case in a specific timeframe. how can i achieve this scenario.
Best Answer chosen by Jayson ( 
P R SrinivasanP R Srinivasan
You could add a time trigger (workflow or a process builder) and verify if the case owner remains the same after a specific time period and then send an email to relevant users. Or You could also try case escalation rules.
Rodrigo BarcatRodrigo Barcat 
Hi guys,

I am using a formula to show the diff between NOW()-Last Modified Date. The below formula, almost, work as expected. But I see some weird situations on output. some times it is HH:MM, other time H:M, etc. I would see HH:MM

The formula is: IF(
NOW()-LastModifiedDate > 0 ,
TEXT( FLOOR( MOD( (NOW()-LastModifiedDate ) * 24, 24 ) ) ) & ":"
& TEXT( ROUND( MOD( (NOW()-LastModifiedDate ) * 24 * 60, 60 ), 00 ) ),

My output
Imagem adicionada pelo usuário
Best Answer chosen by Rodrigo Barcat
Ankush AgarwalAnkush Agarwal

You need to use LPAD to add zero before hour and time. You may try with below updated formula:

NOW()-LastModifiedDate > 0 ,
LPAD(TEXT( FLOOR( MOD( (NOW()-LastModifiedDate ) * 24, 24 ) ) ), 2, '0') & ":"
& LPAD(TEXT( ROUND( MOD( (NOW()-LastModifiedDate ) * 24 * 60, 60 ), 00 ) ), 2, '0'),
Best Answer chosen by Jayson ( 
Chad MoutesChad Moutes
If you are wanting it to be so that no one can edit the record after the stage is closed won then I would create a validation rule on the Opportunity Object, it would look something like this:
ISPICKVAL(Stage, "Closed Won")

And that will allow no one to edit the record but I would advise adding a exception for system admins so that someone can edit it if neccassary, something like this:
AND(ISPICKVAL(Stage, "Closed Won"),
$User.Profile <> "System Administrator")

Jillian SchuesslerJillian Schuessler 
I created a new user and their first time login link expired. When I reset his password in setup the link in the email tells him he must have a security question created. How do I generate a new first time user login email?
Best Answer chosen by Jillian Schuessler
Steve MolisSteve Molis
Okay this isn't preferred, but in a pinch edit the Email address on their User Detail record to your own.  There's a common misundertanding Username and Email have to match or have to be 1:1 (they don't).  

Then reset the user's Password and try logging in using the link in the Email that is sent to you and post a screenshot of what you get on the Set Password screen.

Here's some more info => 

How do I reset my password without the answer to my security question?

Knowledge Article Number: 000005251

How do I reset my password without the answer to my security question?


If you forget your password you can click the "Forgot your password?" link on the failed login page to have a new password emailed to yourself.

If you do not remember the answer to your secret question you should contact your System Administrator.

Administrators can re-set passwords for all users by navigating:

1. Setup | Administration Setup | Manage Users | Users.

2. Select the check box next to the user's name.

3. Click "Reset Password" to have a new password emailed to the user.

Antoine LeleuAntoine Leleu 

Object : Case

I would like delete 2 record type to come back with just a on master record type.
But when i want disactivate the record type, i have this message :

This record type Service Request Customer Prospect Phase cannot be deactivated because the following profiles use this record type as default.

Package License Manager
External Who
Chatter External User
Problem, i'm Salesforce Administrator but i cant edit  this profiles.

Thanks for your help,

Best Answer chosen by Miglena ( 
Karanraj SankaranarayananKaranraj Sankaranarayanan

Certain Profiles like the Chatter Free User can be assigned Record Types which cannot be removed by clicking an edit link in the Record Type Section of the Profile. This prevents Record Types from being deleted. In order to remove the record type from the Profile a URL 'Hack' must be performed.
First, the Enable Enhanced Profile User Interface checkbox in the User Interface must be deselected:
Setup> Customize> User Interface> Setup Section> Deselect  Enable Enhanced Profile User Interface> Save
Proceed with the following Steps:
1)Please follow this click path:
Setup> Manage Users> Profiles> System Administrator> Navigate to Record Types> Click the Edit Link on the Object in question's Section
At this Point you will be at the Edit Record Type Settings Page for the Object.
2)Copy the URL from the adress bar on your browser and paste it into note pad:
3)Now follow this click path
Setup> Manage Users> Profiles> Chatter Free User
4)Copy the 15 digit Salesforce Id from the URL in the Adress bar of your Browser:
5)You are now going to replace the id in the Edit Record Type Settings Opportunity Page ( the first id number right after the "jsp?id=" in the URL ) with the Id from the Chatter Free User.
Should now look like this:
xxxxxxxxxxxxxxx was replaced with yyyyyyyyyyyyyyy
6)Now take the modified Url and place it in the Adress bar of your browser and hit enter.
*************This will seem to have taken you to the System Administrator's edit page but you are in the right place.******************
7)You will now be able to remove the value by highlighting it and selecting remove. Switch the Default record type to whatever you like and hit save.
All you need to do now is repeat this for any other Profiles in which it is necessary, then Deactivate and Delete the Record Type.
Jeff FralickJeff Fralick 
I have several flows that utilize a pause with a time based resume event (usually 1 min). They are utilized to allow SF to calculate changes in a formula field before the data is accessed again for use in a flow variable. 

Several of these flows have had 0 issues, but there are two that regularly seem to miss their resume event. 

I'm not sure what is causing it - the resume events are all like the pic attached. 

Essentailly, the flow is set to resume 1 hour after some "base time".
User-added image

Base time is defined as 59 mins ago by using the following formula. 

User-added image

This has been working in probably 3 other flows, but these two keep getting stuck?

Is 1 minute too short for some of these flows - could they be calculating and missing the flow resume event time?
Best Answer chosen by Jeff Fralick
Mikey BrownMikey Brown
Hey Jeff, I don't know if this will help but you could try referencing the current time Flow Variable instead of using the NOW() function. For example, your formula would then look as follows: 
{!$Flow.CurrentDateTime} - (59/1440)