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Recent Posts

Robert Tron

Hi All, We've recently turned on the Business Hours Age for our cases to get a better sense of the time it takes us, in days, to solve our cases. The issue I'm hitting in reporting is when grouping report information by the regular age, I get whole values, 1, 2, 3 etc, but Business hours returns fractional days .55 etc, as I would expect. My issue is that I don't seem to be able to bucket or group these cases together so that I can display them easily in a chart i.e < 1 Day, 1 - < 2 Days, etc. Has anyone found a way to do this? I've checked all over and find similar folks with similar questions but can't seem to find a true answer on this. More

2 days ago · 1 comments · 0 likes

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

3 days ago · 3 comments · 1 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

3 days ago · 2 comments · 2 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

8 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

8 days ago · 0 comments · 0 likes

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