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Welcome to the Customer Success Ohana! This group is dedicated to your success with Service Cloud products. Join the conversation here to ask questions, get answers, stay updated and share experiences.

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Recent Posts

Ian Pawley

Sorry to ask another question, is there a way to have more than one highlight panel that display different information. With the highlight panel only showing a max of 6 fields I could really do with another one showing but displaying the additional information that ideally I would like to show in the one highlight panel. Any ideas? More

12 hours ago · 1 comments · 0 likes

Ian Pawley

Hi all, This may be a simple question but I cannot find the right way to do it. What I am looking to do it have a field on a case that shows the total number of open cases for that specific customer. I would like to put it on the Account page as well for sales to be aware. It seems like it should be something so simple to do, in Access I could do a count. In Service cloud it seems that I should be able to do a count where closed is false. Has anybody else come across a way to do this? Any help will be appreciated. We are n the Professional edition if that makes much of a difference. Thanks in advance Ian More

12 hours ago · 0 comments · 0 likes

Tricia Williams

Have a best practice question here... Clarifying this is for email to case*** When a user completes a case and closes it and a customer responds to the closed case, do you create a new case or reopen it from the closed phase if it needs rework? What if on a closed case a customer responds to that email attached to that case, but it's a new issue? Do you clone the case? Any assistance on what best practice or how you handle this is much appreciated! Just looking for some guidance and how others handle Thank you! More

6 days ago · 2 comments · 1 likes

Clement Tussiot

Good morning/afternoon! I am building new products at Salesforce and would love to interview you for 30 min. In short, hearing from you about the day to day job of your customer service representatives and how technology can solve their problems / bring value to your business. Feel free to direct message me or email me at I appreciate your help! More

6 days ago · 0 comments · 0 likes

Prasanna Sekar

CLI Data loader - How to use dynamic value for parameter ? Hi All, For importing data into salesforce via dataloader CLI, how to provide dynamic value for parameter in process-conf.xml ? The file which i use for importing has naming "AccountData_2020_05-08-.csv" How to pass it dynamically for "" parameter ? AccountData_mm-dd-yyyy.csv <entry key="" value="C:\data\accountdata_YYYY-MM-DD.csv"/> More

7 days ago · 0 comments · 0 likes

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