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LinThawLinThaw 

Service Cloud Specialist Superbadge

Hi,

I am stuck on step 3 with following error.

Challenge Not yet complete... here's what's wrong: 
We can't find Entitlements on the Case Lightning Page. Ensure Entitlements are visible on Cases in Lightning.


is there any hint on this error?

Thanks
LinThaw
Best Answer chosen by LinThaw
gaurav bansal 21gaurav bansal 21
@linthaw: I was also getting the same error, what i did as below:

1. Go to Case details 
2. Click on Settings icon and click on Edit Page
3. Now Drag Lightning component Milestones from the left side bar and give it Org wide settings and save

It worked for me, please try this one.

Thanks,
Gaurav

All Answers

James Potter 5James Potter 5
If you imagine a contact center is a body, the eyes and ears are interaction channels, agents are the muscles, and cases are its bloodstream. Cases carry the vital information that your agents need to help your customers mybkexperience (https://www.mybkexperience.xyz/www-mybkexperience-com/).
Marissa Geller 10Marissa Geller 10
Hi @LinThaw 
I just finished the badge the other day, and I fought with step 3 for awhile.   Here are some of the adjustments I made, although I can't remember exactly which was the one that fixed it.  I added Entitlements to the Service Console app. I've got Case Milestones related list on the Case page layouts and I made the tab visible in the regular Service App too.  Hope one of these does the trick... your comments helped me so much with the Data Analytics prep badge!!
LinThawLinThaw
Hi 
Marissa and James,
Thanks for reply.

I try with your settings but still stuck.

I am not understand well this error meanings.

what does Case Lightning Page means?
it means Case Lightning Record Page?

what does Entitlements on the Case Lightning Page means?
it means Entitlements Related list of Parent Account or Asset on Case Lightning Record Page?

what does Ensure Entitlements are visible on Cases in Lightning means?
it means add Entitlements Related list to Case Lightning Record Page?

by the way,
Happy New Year to you all.

Regards,
LinThaw
 
gaurav bansal 21gaurav bansal 21
@linthaw: I was also getting the same error, what i did as below:

1. Go to Case details 
2. Click on Settings icon and click on Edit Page
3. Now Drag Lightning component Milestones from the left side bar and give it Org wide settings and save

It worked for me, please try this one.

Thanks,
Gaurav
This was selected as the best answer
LinThawLinThaw
Thanks Gaurav, It worked great!
gaurav bansal 21gaurav bansal 21
Hi,

I am getting the error in Step 4 as below:

Challenge Not yet complete... here's what's wrong: 
We couldn't find the Advanced Cases configuration. Ensure you set up the routing for Advanced Cases properly.

I think i have setup the settings coreectly, but i am not sure why this error is coming. Can somebody help me.

@LinThaw: Have you completed the Step4

Thank you,
Gaurav Bansal
gaurav bansal 21gaurav bansal 21
@Marissa Geller 10: Can you help me with the step 4 , i am getting the below error:

Challenge Not yet complete... here's what's wrong: 
We couldn't find the Advanced Cases configuration. Ensure you set up the routing for Advanced Cases properly.
Marissa Geller 10Marissa Geller 10

Hi @gaurav bansal 21 
In order for cases to successfully route through Omni Channel, you'll need 3 queues - one for Advanced Cases, one for Basic Cases, and one for Overflow (2 of the queues were set up in a previous challenge - you'll need a new one for Overflow).   You'll need a Routing Configuration in Omni Channel for each - Advanced and Basic.  Each of these Routing Configurations should reference your Overflow Queue for overflow cases.  Then you'll go back to your Advanced and Basic queue configuration and identify the matching routing channel for each.  (and of course, complete the rest of the Omni Channel setup).  If you continue to have difficulty, it would be helpful to have more detail about your setup to troubleshoot further.  Hope this helps,

Marissa

gaurav bansal 21gaurav bansal 21
@Marissa Geller 10: Thank you so much , it worked and i completed step 4
gaurav bansal 21gaurav bansal 21
@Marissa Geller 10: One more question, what is the meaning of the overflow and where is it exactly mentioned in the requirement, how did you exactly refered this concept from the use case?Could you please let me know the concept behind creating the Overflow queue.

Regards,
Gaurav
Marissa Geller 10Marissa Geller 10
Hi @gaurav bansal 21
Overflow queue is generally part of Omni channel setup rather than specific to the challenge.
take a look at this specific page from the documentation 
https://help.salesforce.com/articleView?id=service_presence_routing_configuration_settings.htm&type=5  (https://help.salesforce.com/articleView?id=service_presence_routing_configuration_settings.htm&type=5 )

or the more general omni-channel set up guide:
https://help.salesforce.com/articleView?id=service_presence_intro.htm&type=5  (https://help.salesforce.com/articleView?id=service_presence_intro.htm&type=5 )

maybe the release notes for all the fun new stuff over the last several releases.  I feel like I have hardly had the chance to scratch the surface on the new features
https://releasenotes.docs.salesforce.com/en-us/spring17/release-notes/rn_omnichannel_overflow_assignee.htm

 
TitoTito
@Marissa @Gaurav am simply not able to move ahead in challenge 4.It keeps throwing the error - We can't find the 'Basic Cases' configuration. Ensure you set up the routing for Basic Cases properly

I came across this thread and included an overflow queue as well. The error is still there. FYI my queues are correctly mapped to the routing configuration. Here is what I've done. I have spent almost 2.5hr on this

1.enabled omnichannel
2.Left presence configuration untouched
3.Added 'Wrong Queue' as presence decline reasons
4.Created 4 presence statuses out of which 'Available' was not checked for busy
5. Created 2 routing configurations tiled 'Advanced Cases' and 'Basic Cases'. Both have routing priority as 1 and routing model as 'Most Available'.Units of capcity is 2 for 'Advanced Cases' and 1 for 'Basic Cases',Both have 'Advanced Case organizer' and 'Basic Case Organizer' as related queue. In addition I added 'Overflow' queue as well

I don't know what am I missing out
TitoTito
Also Service Channels titled 'Stormy Cases' was created and assigned to 'Available' presense status as that is the online one which does not have 'busy' checkbox selected
gaurav bansal 21gaurav bansal 21
@BS M: Keep Routing Priority for Advanced as 1 and for Basic as 2. Check challenge again.

Thanks,
Gaurav
gaurav bansal 21gaurav bansal 21
Hi @Marisa Geller 10: I am getting the error in step 6 as below:

Challenge Not yet complete... here's what's wrong: 
We can't find the Cloudy Weather response sent reusable text. Ensure the Macro adds the Cloudy Weather response sent reusable text to the description.

Below is the screenshot for the Macro created by me :

Step6 Error

Can you please help where exactly i am going wrong?

Thank you,
Gaurav Bansal
Marissa Geller 10Marissa Geller 10
Hello, 
@gaurav bansal 21 - the "reusable text" phrase is an indicator that you should use Quick Text for your Description rather than enter the content manually.  https://trailhead.salesforce.com/en/content/learn/modules/service-cloud-agent-productivity/create-a-macro-and-quick-text  (http:// https://trailhead.salesforce.com/en/content/learn/modules/service-cloud-agent-productivity/create-a-macro-and-quick-text )

@BS M - it sounds like you are pretty close, which always so frustrating.  This is where I typically start checking for extra spaces or characters in  field/configuration names too.  Have you double checked your email to case configuration and auto-response rules?  While the error messages are usually pretty descriptive, occassionally they can be misleading.  Also, for what it's worth, I did not associate my  service channel with the available presence status, and it checked out ok.
 
gaurav bansal 21gaurav bansal 21
Hi @Marissa Geller: I have already created Quick text as below, but i am not getting how would we use that quick text in Macro. Can you share your screenshot of the Macro creation.

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Thank you,
Gaurav
Marissa Geller 10Marissa Geller 10
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Marissa Geller 10Marissa Geller 10
That icon should be available on subject as well
LinThawLinThaw
thanks all for continuing posts in here,
sorry for reply delay.

Challenge Not yet complete... here's what's wrong: 
We can't find an automated action in the Cloudy Weather template. Ensure you create the Cloudy Weather Resolution automated action.


solutions for this error in step 6:
-please confirm you already create classic email template and quick text according to business requirements.
-then create macro from case record page as below
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Regards,
LinThaw
TitoTito
@Gaurav / @LinThaw

Iam struck on Challenge 6 with below error
We can't find the related Task. Ensure you automatically create a related Task when Case Type is Electrical and Reason is Performance and Status is Working.
Here is what I have done
  • Created a new WF rule (on Case Object) that has WF action of Type=Task. Description, Priority,Decsription as per the badge requirement.The WF rule is based on below criteria.I didn't understand what does the requirement for Task meant when it says "Related to" : The Original Case
(Case: TypeEQUALSElectrical) AND (Case: Case ReasonEQUALSPerformance) AND (Case: StatusEQUALSInvestigating_Cause,Investigating Solution)
  • Email templates, quick text​​​​​​​ and macros created.I verified my macro with what @LinThaw showed above and it matches
I have even tested with a new case by inputting type=electrical, reason=performance and status=Investigating Cause. It creates a task. The requirement says status should be Working.There is no such status and I presume it is either 'Investigating Cause' OR 'Investigating Solution'

Can you guide?
TitoTito
Also the Task is 'Assigned To' Case Owner as the requirement says "...that assigns a new task to the agent working the case..".Iam missing something very simple but unable to find
LinThawLinThaw
Hey Tito,

Please use Process builder instead of  WF rule.
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Regards,
LinThaw
LinThawLinThaw
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my 14th superbadge just completed, I hope you all too.
Shravan Kumar 71Shravan Kumar 71
Hello There,

I am getting the below error message on step 3, tried all the possible options but still no luck. 

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Appreciate your input.
gaurav bansal 21gaurav bansal 21
@Marissa Geller 10: Thanks, i did nt see the Quick text icon, it worked fine for me and completed Superbadge too :)
 
LinThawLinThaw
Hi Shravan Kumar,

I also got that error, I added three Milestones as below and it solved.

Entitlement Process : Cirrus Support Process
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Milestone for First required step
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Email Alert for First required step.
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Milestone for Third required step
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Task for Third required step.
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Milestone for Second required step is not need to Task or Email Alert.

Regards,
LinThaw
Shravan Kumar 71Shravan Kumar 71
Thank you LinThaw. I did miss to create the below step. 

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LinThawLinThaw
Greate, that's need step one! 
Shravan Kumar 71Shravan Kumar 71
Hello LinThaw,

I might need your help again. I have created Question and Answer Long Area Text field and added to the page layout.

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But however for some strange reason I can't find those two fields while creating the Article.

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I checked the FLS, it is accessiable for my profile.

 
LinThawLinThaw
Amazing!
how about your settings in this screen?
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Shravan Kumar 71Shravan Kumar 71
After looking at your image I see that the fields has to be created under "Knowledge" object, whereas I created the fields under "Linked Article" object. Thanks a lot for your quick response. 

When I thought I has it, I am getting error message "We can't find the Recipient field in the email template. Ensure the Cloudy Weather Email Template addresses the Recipient of the email."

Here is my email template :

Hey {!Case.Contact}, Sorry to hear that your panels aren't generating the power you hoped for. Based on our research, it appears the low power produced is related to the cloudy weather in your area recently. In the worst conditions, Ursa Major panels produce ~25% of maximum power. If you have additional questions, please give us a call and reference case {!Case.CaseNumber}.Thanks! {!Case.OwnerFirstName}, 
Ursa Major Solar
LinThawLinThaw
Here is my template.
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Shravan Kumar 71Shravan Kumar 71
That's strange, I didn't see any Recipent object under merge field so typed it manually as per your template and it worked. Thanks a lot once again LinThaw, this was the last hurdle. 
Mihai OlaruMihai Olaru
Hello,

I am getting this error:

Challenge Not yet complete... here's what's wrong: 
We can't find the Type as the first grouping field. Ensure you group report results correctly.


Here is the report and Type is the fisrt grouping field. Am I missing out on something?

Screenshot for report 'Case Reason and Type Analysis'

thank you
LinThawLinThaw
Congrats Shravan Kumar,

Hi Mihai Olaru,

Please try with Report Type by Case.
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Regards,
LinThaw
Mihai OlaruMihai Olaru
Thank you LinThaw, that was it.
Aviral Agrawal 45Aviral Agrawal 45
Hey everyone, I am badly stuck with this error, I have enabled omni channel and all the proceedings but still stuck with this.
Challenge 4: Configure case routing
Ensure you set up Email Routing to work without having to install the Email-to-Case agent behind a network firewall.
Close errors

Please Help.
Shravan Kumar 71Shravan Kumar 71
Hello Aviral,

Under Email to Case settings, enable the below option.

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Viju Sume 8Viju Sume 8
Hi All,

I'm getting this error in challenge 5 "Challenge Not yet complete... here's what's wrong: 
We can't find that Case Agents have access to Knowledge. Ensure Agents have access to Knowledge when viewing a Case."

I've activated knowledge user in user object and gave read access in profile for knowledge base. What am I missing?
Fesal SuraitawalaFesal Suraitawala
Hi All,

I am also getting same error as @viju Sume 8 in Challenge 5
"Challenge Not yet complete... here's what's wrong: 
We can't find that Case Agents have access to Knowledge. Ensure Agents have access to Knowledge when viewing a Case."

Please help us to configure what are we missing?
LinThawLinThaw
Have you added Knowledge to Case Lightning Record page?
Fesal SuraitawalaFesal Suraitawala
Yes, I have added knowledge in case record page.

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I have doubt in this line "Update the agent's case view to include published articles and to assign an article to a case."
I also updated article properties and checked all checkboxes also.
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LinThawLinThaw
please add related list Articles.
Fesal SuraitawalaFesal Suraitawala
Thank you so much @LinThaw,
its worked, completed challenge 5.

 
Viju Sume 8Viju Sume 8
Thank you @LinThaw, I had turned on the knowledge sidebar in the pagelayout, so I was confused but when I included it in the lightning page, I was able to complete the callenge. Thanks again!!
LinThawLinThaw
congrats @Viju Sume, @Fesal Suraitawala
Amélie PESCETTI 15Amélie PESCETTI 15
Hi, 
I am stuck on challenge 2 with the error : We can't find the 'Cloud Technical Team Support Process'. Review the steps to create the 'Cloud Technical Team Support Process'.
But I actually did create the support process, so I don't understand what is wrong?
I've looked for an answer on other topics but cannot find anything. 

Any help please?
Thanks!
Amelie
Gurdeep S RahiGurdeep S Rahi
Hi @Amelie,

Try the following
  • Setup-->Object Manager->Case->Fields & Relationships->Status - define the Picklist values  
    • New
      Investigating Cause
      Investigating Solution
      Resolving with Customer
      Escalated
      Closed
    • Setup->Support Proceses->Cloud Technical Team as per screenshot
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Hope this helps
 
Gurdeep S RahiGurdeep S Rahi
Folks, 

 I am stuck on step-4, have create a queue, called Wrong_Queue but stills seems to get the error,

​​​​​​
Challenge Not yet complete... here's what's wrong: 
We can't find the status 'Wrong Queue'. Ensure if an agent picks up a case, but decides it's wrong for them, they can send it back by selecting 'Wrong Queue'.
Close errors

What are the correct steps for configuring step-4 ?

Any pointers greatly appreciated.

Thanks
LinThawLinThaw
Hi Gurdeep Rahi, did you create these two?
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Amélie PESCETTI 15Amélie PESCETTI 15
Hi @Gurdeep Rahi 3, 
I had done all of that, turned out I typed the whole "Cloud Technical Team Support Process" instead of just "Cloud Technical Team" ....

thank you!
Gurdeep S RahiGurdeep S Rahi
Wow @LinThaw - your suggestions worked and I have gone beyond step-4.  Thank you so much for your response.
Gurdeep S RahiGurdeep S Rahi
In step-5, I am getting the same error as @viju sume 8 and @Fesal Suraitawala .  Reading by @LinThaw 's comment, I got a feeling I have a missed a step in configuring Knowledge with Lightning Page Layout/Record but not quite sure.

Here is the error, that I am getting,
​​​​​Challenge Not yet complete... here's what's wrong: 
We can't find that Case Agents have access to Knowledge. Ensure Agents have access to Knowledge when viewing a Case.

Yet, I can login as "Ada", view a Case and link the article to the case as per screenshot but the challenge fails with the error.

Thoughts ?
Can you list the steps I need to perform with respect to linking Knowledge with Case Agents ?

Thanks

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LinThawLinThaw
Hi Gurdeep, 

I am not sure, please check these steps.

Ada info and his profile
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Knowledge and Articles on Lightning Case Record Page 
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and also check there is one Lightning Page on Case and assign to Org as default
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please also check Articles related list on Case Layout [Cloud Technical Team Page].
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finally also check Knowledge record again.
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Regards,
LinThaw
Gurdeep S RahiGurdeep S Rahi
Hi @LinThaw,

FYI, I already had Knowledge configured for User (Ada)/Profiles (Cloud Team Technical Support).  I already had Knowledge on the Lightning Case Record Page; however I could not find Article component from the palette but as soon as I assigned the page to the ORG (as default), the error went away on checking.  

For some weird reasons I have not been able to find Article and add it to related list on the Page Layout.  However, I can see the article in the App when I try to link it to a Case.

Anyway, good news is that it worked and I can move on to the next step.   Thank you so much for making the effort to take screenshots and provide the step by step guide - most appreciated.
 
LinThawLinThaw
glad to hear, congrats Gurdeep. I hope your information will be helpful to other too.
Goldy Raj 4Goldy Raj 4
Hi All,

Need a help urgently!!

Any leads will be appreciated.

Can anyone help me with the following error:


Challenge Not yet complete... here's what's wrong: 
We can't find the Entitlement Name in the System Administrator Profile. Ensure the Entitlement Field is visible to the System Administrator Profile
Close errors

This is in STEP 3 Of Service Cloud 

 
Gurdeep S RahiGurdeep S Rahi
Hi  @Goldy Raj 4

I have not seen that error before, so not quite sure exactly what the root cause could be.  However, I would suggest you check the permissions in the System Administrator profile (Setup->Profiles->System Administrator->Edit), check that for Standard Object Permissions you have at least, Read access for Entitlements (see attached screenshot), ditto for the other profile, Cloud Team Technical Support.

Other than that, please make sure that you follow the steps here for all other permissions for your profile, https://help.salesforce.com/articleView?id=entitlements_giving_users_access.htm&type=5

Also check Field Level Security for Entitlement->Entitlement Name to be Read

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Good Luck.
 
Goldy Raj 4Goldy Raj 4
Hi @gurdeep S Rahi,

checked all the settings.......still no luck :(
LinThawLinThaw
Please try with these settings.
For Step 3
- enable Entitlement
- set field acces EntitlementId of Case to system administrator
- add Entitlement Tab to app
- add Entitlement Related List to Account layout
- add Entitlements Related List to Case Lightning Page
Goldy Raj 4Goldy Raj 4
Hi @linThaw

set field acces EntitlementId of Case to system administrator-this was missing.......thankyou for all your help....:)

 
Ruslan KurchenkoRuslan Kurchenko
Hi there!

Did anyone have an issue with Macro like: "We can't find the 'Send Email' macro. Ensure the Macro sends an email to the customer."

The macro config:
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The error:
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Thanks in advance!
 
LinThawLinThaw
Hi Kurchenko,
did you try this?
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if you done this, run macro from case.

Regards,
LinThaw
Ruslan KurchenkoRuslan Kurchenko
LinThaw,

Yes, I have the section to close a case and it works as expected.
Pramod Vasudeva Murthy 14Pramod Vasudeva Murthy 14
I have the same error as Ruslan, have tried multiple things but still dont work. Any suggestions are welcome, please.
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Goldy Raj 4Goldy Raj 4
hi @pramod,

while adding instruction to the macro did you add the submit instruction.kindly check on that part
Ruslan KurchenkoRuslan Kurchenko
Goldy, I have instructions with submitting actions both for sent email and close a case.
LinThawLinThaw
hi,
did you create Automated Tasks process?
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Pramod Vasudeva Murthy 14Pramod Vasudeva Murthy 14
Hi @Goldy,

In the last step, I have the submit action added. Is that the one you are mentioning?

~VIP
Fesal SuraitawalaFesal Suraitawala
I am getting this error in step 6.

Any suggestion what I am missing?

"Challenge Not yet complete... here's what's wrong:
There was an unexpected error in your org which is preventing this assessment check from completing: System.DmlException: Insert failed. First exception on row 0; first error: CANNOT_EXECUTE_FLOW_TRIGGER, We can't save this record because the “Create Task” process failed. Give your Salesforce admin these details. An unhandled fault has occurred in this flow
An unhandled fault has occurred while processing the flow. Please contact your system administrator for more information. Error ID: 2094390078-96239 (1517257878): []"

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Amélie PESCETTI 15Amélie PESCETTI 15
Hi all!

I am still stuck in step 3 with the following error : Ensure Milestones are configured properly for Medium Priority Cases
which I don't understand because I think I have done everything, and I also followed what was explained by @LinThaw.

Could you please help?
Thanks!

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LinThawLinThaw
Hi Amélie PESCETTI,

please change Start Time of your milestones to "Entitlement Process"
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and add Update Rule
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I hope it will work, Good luck.
Regards,
LinThaw
LinThawLinThaw
Hi Fesal Suraitawala,

Please double check this on your process.
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Good luck
Regards,
LinThaw
Fesal SuraitawalaFesal Suraitawala

Hi LinThaw,

I think there is problem in email alerts.
Can You share screenshort of email alerts?

LinThawLinThaw
I don't think so, do you mean this one?
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please create case with conditions, and then check is there Task created properly.
Fesal SuraitawalaFesal Suraitawala
Thanks LinThaw,
I got my issues, actully I added {!Case.Contact} insted of {!Recipient.FirstName}.
 
LinThawLinThaw
good job Fesal Suraitawala!
Amélie PESCETTI 15Amélie PESCETTI 15
Hi LinThaw,

thanks for your help, I made the changes but it is still wasnt woking... then I figured maybe it was the name of the 2nd milestone that I had named "resolution time 2" because I already had a "resolution time" milestone -> turns out that was the issue. Driving me crazy, but thanks for your help!
Could you just explain what it does to have the "entitlement and support record update rule" ?

Thanks!
Amelie
LinThawLinThaw
Hi Amélie,

Entitlement Process can have multiple versions.
please read "Create a New Version of an Entitlement Process" section on pdf

You can use any version you already have by using [New Update Rule]
please read "Use a New Version of an Entitlement Process" section on pdf

After [New Update Rule] status is completed, your support records such as cases and work orders that use this entitlement, are updated to this version.

Then you can see, new entitlement process is running on your case like this.
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For Entitlement Management please take a look @trailhead.
https://trailhead.salesforce.com/en/content/learn/modules/entitlements/entitlements_starting

For more details about Entitlements and Milestones, please see this document
https://help.salesforce.com/articleView?id=entitlements_parent_admin.htm&type=5

Entitlements Admin's Guide pdf
https://resources.docs.salesforce.com/212/latest/en-us/sfdc/pdf/salesforce_entitlements_implementation_guide.pdf

Regards,
LinThaw
Shin HasegawaShin Hasegawa
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I summarized in Step 2. An error of the image appears and it can not proceed. Is there a good way to do it?
LinThawLinThaw
Hi Shin Hasegawa,

please add [Case Team] and [Contact Roles] Related List to Cloud Technical Team Page Layout.

please check these steps too.
1. create Support Process - Cloud Technical Team
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2. create two Queues - Advanced Case Organizer and Basic Case Organizer
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3. create Case Assignment Rule with Rule Entries - Assign Case to Queue
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Regards,
LinThaw
Shin HasegawaShin Hasegawa
Hi,LinThaw

Thanks !

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add [Case Team] and [Contact Roles] Related List to Cloud Technical Team Page Layout.

I forgot ↑this↑ method. I'm sorry.
LinThawLinThaw
Good job Shin Hasegawa!
Shin HasegawaShin Hasegawa
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Challenge Not yet complete... here's what's wrong: 
We can't find the Support: Cloudy New Email template. Ensure you have created the Support: Cloudy New Email from the Case email template.


I am stuck in Step 4 and an error message is issued, but is there a solution?
LinThawLinThaw
Hi Shin Hasegawa,

we need to play with Case Routing and Omni-Channel for this step 4.

please try these settings.

1. create Routing Addresses in Email-to-Case
   Cloudy Email Routing
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2. create classic email template
   Support: Cloudy New Email From Case
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3. Then, enabled Omni-Channel Settings and create Service Channels
   Stormy Cases
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4. create Routing Configurations, Presence Statuses and Presence Decline Reasons
   remember only Presence Statuses "Available" make busy flag off and Selected Channels to Stormy Cases!
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Good luck & Regards,
LinThaw
 
Shin HasegawaShin Hasegawa
Hi LinThaw


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thank you

I was able to clear step 4!!
LinThawLinThaw
Good job!
Krishna Kumar 148Krishna Kumar 148
@ Rusel. For Send Email issue.We can't find the 'Send Email' macro. Ensure the Macro sends an email to the customer."

1. Try solving the same using a Macro.
2. Send Email action is already defined
3. Define another quick actions for Closing the case (Use update action)
4. Add both to a Macro and try with Submit action.
I can see the development you have done for the same.

Name the macro as "Send Email" No other name. Once again ensure you are using submit action in the steps.
 
Akeel WaniAkeel Wani
@Hi Lin-  I am doing challenge 2.   I did all the steps properly, created assignement rules, Created team roles also , Created support process also but still getting the same error.  I am getting mad over this error now.  Any help is much appreciated. 
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Akeel WaniAkeel Wani
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Kajal Kantaria 16Kajal Kantaria 16
Akeel 
Remove "Working" from Picklist
LinThawLinThaw
Hi Akeel,
your settings is fine I think.
Did you add yourself and Ada to the Advanced Support Agents group?
and add [Case Team] and [Contact Roles] Related List to Cloud Technical Team Page Layout?
Regards,
LinThaw
Akeel WaniAkeel Wani
Hi Lin-  All 3 challenges passed. Now I am struggling with 4th challenge. Not sure what needs to be done here. Can u provide the screenshots or the steps to do it
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LinThawLinThaw
Hi Akeel,
did you see my comment on February 6?
Is not working?
Akeel WaniAkeel Wani
hi Lin- Yes thise steps I had already done 
Akeel WaniAkeel Wani
Challenge Not yet complete... here's what's wrong: 
We can't find an AutoResponse Rule. Ensure you create the Response Rule for inbound emails with the correct name.
LinThawLinThaw
please check this one.
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Akeel WaniAkeel Wani
Thanks Lin-  EXcellent. Worked like a charm. I had missed creating the rule entry for it. Challenge 4 done
Dave ParadiseDave Paradise
Just finished the badge. Thank you LinThaw and everyone else who contributed to this thread. It was a very nice resource for tips and being able to double-check my solutions.
Andreas RUF 8Andreas RUF 8
Dear all, I followed your steps for challenge 4 but I still have the error message: Ensure you set up Email Routing to work without having to install the Email-to-Case agent behind a network firewall.

Could you please help me out?

Thanks a lot
LinThawLinThaw
Hi Andreas,
Did you try this?
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Krishna Kumar 148Krishna Kumar 148
I assume you put the Quick Action as well.
What exactly the issue you have.

The issue you have mentioned indicates the Send Email Macro is missing.
Check the name and set it as Send Email.
Check the above threads you need to use case which contains a contact information with email Id to test the overall flow.
Krishna Kumar 148Krishna Kumar 148

Kate,

Like some of the Superbadge, this is bit tricky. I did able to finish struggling through a weekend and 2 days more.
Finally, I undid all the changes related to the current exercise built all new including the quick action, quick texts, email template etc.
In addition i did use quick text approach to populate the To address field shown below. 

Try this an let me know if you able to come up with a solution.


Check the value on Email template value mentioned by Fesal

"I got my issues, actully I added {!Case.Contact} insted of {!Recipient.FirstName}."



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Check the Email Template and QuickText approach for the To address

 
Kajal Kantaria 16Kajal Kantaria 16
Hi Kate,
Take a look at my Screen shot
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Kajal Kantaria 16Kajal Kantaria 16
share your screen shot
Kajal Kantaria 16Kajal Kantaria 16
Kate,

Did you create a  Quick Text "Cloudy weather response sent"?
Description has to be like this!
Agent {!User.Name} sent the Cloudy Weather email to the customer and closed the case .
Raphael BenizriRaphael Benizri
Hi all I am stuck on challenge 5 anyone a tip I can use?

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Gonzalo FloríaGonzalo Floría
Hello,

Im stuck on step 1. Probably very silly error, but can't find the solution yet. Here is the Error:

We can't find 'Recent Items' in the Utility Bar. Review the steps to include a quick way for the agent to review their five most recent cases.
Close errors

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I've interpreted this requirement as enabling the History button on the Service Console, and done so:
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What Am I missing?
 
LinThawLinThaw
Hi Gonzalo Floría, you need to add [Recent Items].
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LinThawLinThaw
Hi Raphael Benizri,

do you want to know about your challenge 5 error?
if so, please follow these steps.

1. make sure you already enabled [Knowledge User] yourself
2. enabled [Knowledge Settings] under Knowledge
3. enabled [Enable Lightning Knowledge] in [Knowledge Settings]
4. then can see [Data Category Setup] in Quick Find box
5. create following category group and sub and then active them.
    Billing Topics
      -Reimbursements
      -Payments
    Technical Topics
      -Panel Access
      -Connections
      -Broken Equipment

then you can use these Categories from Knowledge detail page.

Regards,
LinThaw
Raphael BenizriRaphael Benizri
@LinThaw,

I did all those steps and yet still no luck

Knowledge user
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knowledge enabled +lightning enabled
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active data categories
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LinThawLinThaw
same error?
Raphael BenizriRaphael Benizri
@LinThaw Yes
LinThawLinThaw
sorry I am not sure what is you need to setting, please check these too.
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Raphael BenizriRaphael Benizri
@LinThaw

Thanks, this did it.

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LinThawLinThaw
nice work!
Victor LemesleVictor Lemesle

Hi @ LinThaw
Congratulations for the validation of the superbadge. Can you help me because I'm stuck on step 4 here is the error message
Challenge Not yet complete... here's what's wrong: 
We can't find the status 'Wrong Queue'. Ensure if an agent picks up a case, but decides it's wrong for them, they can send it back by selecting 'Wrong Queue'.
Close errors

Thank you for your help

best regar

victor

LinThawLinThaw
Hi Victor,

please check these setting.
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Regards,
LinThaw
Victor LemesleVictor Lemesle
Thank you for your help @LinThaw!! You are the best :) 
Alper OzturkAlper Ozturk
Hello,
I have exactly the same issue as Ruslan,
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I can't solve it for days now. My macro has exactly all the steps needed, and it works when I run it. Does anybody know what is wrong ?

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LinThawLinThaw
Hi Alper Ozturk, please try to remove your submit actions and run macro again.
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GithagGithag
Hi Lin, 
Thank you for your help earlier. I stuck on step 6 on Service Cloud Specilist Super badge. where i am getting the below error .
I ran the macro sucessfully case closed but still getting the same error. my macro instrucitons are same as yours. I have the email template and quict text created already. 

Challenge Not yet complete... here's what's wrong: 
We can't find an automated action in the Cloudy Weather template. Ensure you create the Cloudy Weather Resolution automated action.
reaaly appreciate your help. 
Thank you,
githa
LinThawLinThaw
Hi Githag, can you show me your macro instructions capture image.
GithagGithag
Hi Lin, please find the Macro instructions. 
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LinThawLinThaw
Hi Githag, did you try these instructions?

Automated Actions
What saves even more time than an agent applying a reusable email and reusable text? An agent clicking a button in the console that automatically applies the reusable email, text, and other actions while the agent relaxes. Here are the high-level actions that should be completed. Name the automated action: Cloudy Weather Resolution
1. Select the case currently being worked.
2. Send an email to the customer using the Cloudy Weather reusable email for the subject and body.
3. Close out the case, adding the Cloudy weather response sent reusable text to the description.

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Regards,
LinThaw
Manoj VatsManoj Vats
Hi,

I am on Step 2 of Service Cloud Specialist Superbadge. Struggling to overcome below error...please help

"Challenge Not yet complete... here's what's wrong: 
We can't find the Case Page Layout for the Cloud Technical Team Lifecycle. Review the steps to ensure you create the Case Page Layout for the Cloud Technical Team."
 
Melissa DeesMelissa Dees
I am having the same error. Were you able to resolve this?
LinThawLinThaw
Hi Manoj and Melissa,

Please check following steps for challenge 2.

1. Add following picklist values to Case Status field.
    - New
    - Investigating Cause
    - Investigating Solution
    - Resolving with Customer
    - Escalated
    - Closed 
2. Create Support Processes by naming [Cloud Technical Team] and add above picklist values.
3. Clone existing Case Layout by naming [Cloud Technical Team Page].
4. Remove following fields from [Cloud Technical Team Page] layout
    - Potential Liability
    - Product
5. Add following fields to [Cloud Technical Team Page] layout
    - Type
    - Case Reason
    - Escalated
    - Asset
6. Assign following profiles to [Cloud Technical Team Page] layout 
     - Cloud Team Technical Support
    - System Administrator 
7. Create following public groups
    - Basic Support Agents
    - Intermediate Support Agents
    - Advanced Support Agents
8. Add yourself and Ada to the Advanced Support Agents group.
9. Create following Queues and add groups to Queues
    - Basic Case Organizer
      Add following groups
        1. Basic Support Agents
        2. Intermediate Support Agents      
    - Advanced Case Organizer
      Add following groups
        1. Intermediate Support Agents
        2. Advanced Support Agents      
10. Create Case Assignment Rules
    - Rule name > Assign Case to Queue
    - Active
11. Add Rule Entries to [Assign Case to Queue] rule
    - Order > 1, Criteria > Case: Priority equals Low, Medium, Assign To > Basic Case Organizer
    - Order > 2, Criteria > Case: Priority equals High , Assign To > Advanced Case Organizer
12. Create Case Escalation by naming [Case Escalation] and add following rule entries    
    - Sort Order 1, Criteria >  (Case: Priority equals Low) and (Case: Status does not contain Resolving with Customer, Escalated, Closed), Escalation times > Based on last modification time
    Then, add Escalation Actions with Age Over > 3 hr and Auto-reassign cases to Advanced Case Organizer
    - Sort Order 2, Criteria >  (Case: Priority equals Medium) and (Case: Status does not contain Resolving with Customer, Escalated, Closed), Escalation times > When case is created
    Then, add Escalation Actions with Age Over > 3 hr and Auto-reassign cases to Advanced Case Organizer    
    
Regards,
LinThaw
 
Jakub Siegl 3Jakub Siegl 3
Hi,

Please, could anyone help me. I am stuck with step 6 with the following message:
"We can't find the 'Send Email' macro. Ensure the Macro sends an email to the customer."
I tried everything already mentioned. I think my macro is correct and it sends the email when I run it. Could anyone help?

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David ToombsDavid Toombs
In 'New Macro' User Interface, have the following Macro Instructions Available:
- Select Active Case Tab
- Select Active Opportunity Tab
- Select Active Contact Tab
- Select Active Lead Tab
- Select Active Account Tab
After I insert > Active Case Tab > Send Email Action > Submit Action
(see Jakub Siegl 3 example above)
and click Add Instruction,
I ONLY HAVE 'Select Active Case Tab' (no other menu options available)
I DO NOT HAVE  'Select Update Case Action'
Therefore, I cannot insert the Quick Text into the description
Would appreciate any help in resolving Challenge 6 of this Superbadge
 
Danny SullivanDanny Sullivan
I am having an issue with Step 7:
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I am getting this message but I have created a stacked vertical bar chart with all of the correct naming conventions and sortings.
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Can anyone provide assistance? What am I missing?

Thank you,
Danny
Danny SullivanDanny Sullivan
Nevermind, I had the chart in the dashboard but not in the report.

Passsed!
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Robert Bowers 6Robert Bowers 6
Good Morning To All

I am stuck on this challenge 4 in the Superbadge Service Cloud Specialist. I keep getting the error posted in the screen shot, and have spent I dont know how many hours on this lol. Any help would be appreciated. User-added imageUser-added image
 
Lars Pfeiffer 17Lars Pfeiffer 17

Hi anyone stuck with this error?
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Report should be fine (stacked column) as well as the dashboard?

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Thanks for your help!

Krutika BhavsarKrutika Bhavsar
Hi @Lars,

Please include the status column with filter status equals closed in a report . Also, remove report from report name case reason and type analysis. Refresh dashboard and then check challenge.


Thanks,
Krutika
Lars Pfeiffer 17Lars Pfeiffer 17

@Krutika 

Thanks! The "report" in the reports name was the issue.

 

Jess BurghJess Burgh
Hey all. I'm stuck on Step 2 of this process. I'm not sure how to make the groups visible to be added to the queues. Any suggestions would be appreciated. 
Jess BurghJess Burgh
Kept getting this message, after creating all three groups. Not sure what I'm doing wrong. I copied and pasted to make sure nothing was spelled wrong.
Kept gettin this message after creating all three groups. Any suggestions?
Guilherme_MonteiroGuilherme_Monteiro
Hey, David!

I was able to pass through that challenge with just two activities in the Macro:

- The 1st one selecting the template Cloudy weather;
- The 2nd one selecting the quick action created to change the case status and description (at this part you have to select the quick text).

PS: When creating the page layout of your quick action, remember to keep the fields: status (required) and description on the page layout.

Please, take a look at my screenshots:

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I hope those instructions can help you.

If you were able to pass, please select that answer as the best one.


KR, 

Guilherme
Keith Fulmer 25Keith Fulmer 25
jess burgh

make sure you are creating your public groups through the setup and not the UI.


 
Jess BurghJess Burgh
@KeithFulmer 25 Where in the Setup am I supposed to create these groups?
Prangya JenaPrangya Jena
@Jess Burgh
When you search for group in Quick find box of Setup. You will get public groups. Create there.
Krutika BhavsarKrutika Bhavsar
Hi@Roy,

Please check the followings:
Report Name: Case Reason and Type Analysis
Dashboard Name: Case Performance Dashboard
Refresh dashboard and then check challenge.

Thanks,
Krutika
 
Quentin HQuentin H
Hello @Roy,
I'm having the exact same problem as you. I tripled-check all my names/titles/subtitles, seems to be OK...
Interested in your feedback if you manage to solve it!
Thanks, Quentin

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Jess BurghJess Burgh
@Prangya Jena thanks for you help! But I'm still stuck on step 2. I keep getting the error message "We can't find the 'Customer Case Team' role. Ensure the Customer Contact can be tracked on Cases." I'm not sure how to desypher this. Any ideas?
Prangya JenaPrangya Jena
@Jess Burgh

Did you tried like this?
Case Teams -> Case Team Roles  ,create 2 roles and make sure that both have correct  Case Access -->add case team to page layout.

If not what are the steps you have follwed for Step2 ? Please metion.


 
Quentin HQuentin H
@Roy: Found my issue, and I guess it is the same for you.
I had a typo in my dashboard Title : I was missing the last 's' to "Case Reason and Types".
From your screenshot, you replicated the Report name instead of the required Dashboard Title.
Jess BurghJess Burgh
@Prangya Jena Thanks for  your help! I forgot to make the one of the roles. And cleared step 2! Thanks again!
Quentin HQuentin H
@Roy, here you are:

Report:
Report

Dashboard:
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Jess BurghJess Burgh
Hi all! Moved on to step 3 and got this error message.
We can't find the Entitlement Name in the System Administrator Profile. Ensure the Entitlement Field is visible to the System Administrator Profile
I checked the System Admin profile and the field is visible. Any suggestions?
David DowneyDavid Downey
Hello everyone!  I am getting the following issue - "We can't find the Entitlements Related List on the Account Page Layout. Ensure you can add a Cirrus Support Plan when viewing an Account record."  My account page is showing the Entitlements related list and I can choose Cirrus Support Plan as one of the Entitlements.  Is there somewhere else I should be able to choose a Cirrus Support Plan?  I feel like this must be in the incorrect place.  Any thoughts or suggestions would be greatly appreciated!  Thank you!
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David DowneyDavid Downey
This is in Step 3 by the way.
Jess BurghJess Burgh
Hi all! Moved on to step 3 and got this error message.
We can't find the Entitlement Name in the System Administrator Profile. Ensure the Entitlement Field is visible to the System Administrator Profile
I checked the System Admin profile and the field is visible. Any suggestions?
Prangya JenaPrangya Jena
@Jess Burgh

Hi Jess,
Try the follow steps to overcome the error in step 3.
-enable Entitlement
-set field acces EntitlementId of Case to system administrator
-add Entitlement Tab to app
-add Entitlement Related List to Account layout
-add Entitlements Related List to Case Lightning Page
Jess BurghJess Burgh
@Prangya Jena I tried your suggestions. I couldn't find the first thing you suggested. Where do I find it? 
Prangya JenaPrangya Jena
@Jess Burgh

Which point you didn't get , Can you point out?
Jess BurghJess Burgh
@Prangya Jena I couldn't find the set field access EntitlementId of Case to system administrator. 
Edmondo Porcu 5Edmondo Porcu 5
I have the dashboard problem too: "We couldn't find the correct dashboard metadata. Ensure your Dashboard component Header and Title are correct." but my dashboard name seems correct:
- Dashboard name = Case Performance Dashboard
- Report title = Case Reason and Types
- Subtitle = Case Distribution Analysis

Are there visibility issues? Which folder should be placed in?
Jimenez MariaJimenez Maria

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I can't complete challenge. This is the error. I've done:

  • Create 2 profiles
  • Create Ada Balewa and Maria Jimenez
  • Update console
zhi yikzhi yik
I stuck on challenge 1 anyone can help 
 
madhavi mishramadhavi mishra
Hi All,

Please help. I am doing service cloud specialist - stuck on step 6. Error:
"We can't find the Cloudy Weather response sent reusable text. Ensure the Macro adds the Cloudy Weather response sent reusable text to the description."

Please see my screen shots..

My Macros ruuning good but why I am getting this error.User-added imageUser-added imageUser-added imageUser-added imageUser-added image

Where I am doing mistake ? Please Please help..
madhavi
 
Tarun ChanderTarun Chander
Hello,
I am getting below error at step2, please help:
We can't find the Case Page Layout for the Cloud Technical Team Lifecycle. Review the steps to ensure you create the Case Page Layout for the Cloud Technical Team.
Thanks
Pia TewaniPia Tewani
Hi @Marissa Geller 10, @LinThaw,
I am stuck on challenge 4, with the error - We couldn't find the Advanced Cases configuration. Ensure you set up the routing for Advanced Cases properly.

I have done the following :
- Omni Channel is enabled
- Service Channel "Stormy Cases" created
- Created 3 queues - Advanced Cases, Basic Cases, Overflow
- Routing Configuration in Omni Channel for each - Advanced (Priority =1, Units=2) and Basic (Priority=2, Units=1), they reference respective queues for Advanced Cases (Public Groups = Intermediate & Advanced)  & Basic Cases (Public Groups = Basic & Intermediate) and also the  Overflow Queue for overflow assignee. 
- Both Advanced and Basic queues have respective matching routing configuration
- Presence Statuses (Here I have 3 extra, but unable to delete them even as system admin, they are not associated to service channels : Available - Case, Busy, On Break. I had created a fresh TP, not sure how these are already existing.)
1. Available (Busy Flag Off, associated to "Stormy Cases" service channel) 
2. Unavailable - Break
3. Unavailable - Off
4. Unavailable - Working Cases
5. Wrong Queue
- All above 5 values added to "Enabled Service Presence Status Values" for profiles - System Administrator and Cloud Team Technical Support
- Presence Decline Reason - Wrong Queue
- Default Presence Configuration (Capacity=8,  "Allow agents to decline requests" marked True, and "Update Status on Decline" to "Wrong Queue")

Please help as I have tried this for a while now, but I am stuck with this error.
Javier HaryJavier Hary
Hi @Pia Tewani,
My configuration differs to yours on: "(Capacity=5,  and "Update Status on Decline" to "Available")".
Also check "Enable On-Demand Service" in Email-to-Case settings.
Hope this help.