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Udi ShvekeyUdi Shvekey 
In order to submit a support case, I need to choose the org I want the support for. 
But, when I try to view my orgs in order to choose the one I want to connect, it is not there.

How can I get out of this loop? I need to submit a case with support but cannot because does not see my org!!!
Best Answer chosen by Udi Shvekey
Manasa UdupiManasa Udupi
Hi Udi,

Production : If the issue you're facing is in the Production, then you could log a case here :

Developer sandbox : Developers can get support by logging a case in the Production org and providing the ID of the sandbox.

Free Dev org : I don't think Salesforce provides support for free Dev orgs.Free Developer orgs do not show up under Select your org. Here is an open idea for enabling logging a case for Free Dev orgs (
Matt NataliMatt Natali 

I am working through the seconf module for the Omni-Channel to make presence statuses available to users. I am a little unclear on the third step:

Now that you have a presence status, make it available to users (including yourself!).
1. From Setup, enter Manage Users in the Quick Find box, then select Profiles.
2. Click the name of the profile you want to enable Omni-Channel for. Let’s start with System Administrator.
3. Hover over Enabled Service Presence Status Access and click Edit.

"Enabled Service Presence State Access" does not appear on the System Admin profile page. I double-checked all the steps leading up to this and everything looks good. I am just trying to figure out how to complete this given the fact that I dont see that link (or related list). Thanks!

User-added image

Best Answer chosen by Matt Natali
Maxim MakarenkoMaxim Makarenko
Hi Matt,

Before you can perform step 3, you need to get into 'Service Presence Statuses Access' menu on the very page from your screenshot:
User-added image
Opeyemi QuadriOpeyemi Quadri 
Please i need help with PB

If stutent has Picklist Background__c (Engineering, Banking, Sales) and from any of these Picklist City__c ( London, Pune, Newyork), then TEXT Rating__c should be (High, Medium, Low).
I completed the above without any issue

My challenge
I do not understand the difference between Filter the records you update based on these conditions and  Set new field values for the records you update. 

I added all the condition on both sides and i am not certain if that is the right thing to do
Best Answer chosen by Jayson ( 
Ebi AmabebeEbi Amabebe
Hello Opeyemi,

1. Set your process builder to fire when a record is created or updated. and choose your record )Student Object?).

2. Set the first node Criteria to your logic I would use the "Formula Evaluates to true" check box and input the following. 

            ISPICKVAL(Background__c ,'Engineering' ),
            ISPICKVAL(Background__c ,'Banking' ), 
            ISPICKVAL(Background__c ,'Sales' )
              ISPICKVAL(City__c,'New York')

3. Set the Immediate Action to Update the Record that started the Action. Rating__c = "High,Medium,Low"
Best Answer chosen by Bhavin ( 
Navdeep SinghNavdeep Singh

There is no provision to update the record type for a knowledge article from Salesforce but you can use API or Developer Console to update the records without the need to create them again.


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'),