Remove From Address on "Send an Email" Page

Sometimes we can able to see 2 same email address in Send an email Page. Like below image.

"From" list will show all the emails from

            1. Email to Case
            2. Organization-Wide Addresses.

If you don't want to display the emails in "From" list, then we have to remove the address from Organization-Wide Addresses.

Setup -> administer -> Email Administration -> Organization-Wide Addresses. 

Remove the address from here.

This will help us to maintain the "From" list in a clean way.

How to setup Live Agent

For setting up live agent, we need to have license for live agent. In Developer Edition, we have 2 licenses.

Step 1 :

 

We need to enable the Live Agent.

Now, we can able to see the below list of setting in salesforce.

Step 2: Skills

 

Skills are used to track agent’s areas of expertise and to make sure that chats are routed to agents with the required skills. 

We need to give the name and we have to select the User, who has the correct skills and select the User and also we can select the profile. If we want to include some user of the particular Profile then we can use "Select User" option and if we want to use the profile that all the user going to use live agent then we can go profiles. Click Save button.

Step 3: Chat Buttons and Automated Invitations

 

we are going to configure the chat button and automated invitations, how customer can interact with the Live agent.

we can configure the behavior of the live chat notification and how the request should reach the Agent.

Second part is the site configuration, it is not necessary unless you need to have a pre-chat form or we need to setup the live chat button in Force.com sites. We can take a look when we have to configure the pre-chat form. Click on save.

Once Chat button is saved, you can see the HTML code of the button.

Step 4 :  Live Agent Configuration

 

Here we have 5 sections. First we can see about "Basic Configuration". 

Next section is like Assign User and Assign Profiles.

So if you want the particular profile needs to be selected (means all the user under the profile going to use Live agent) else we can select individual user.

Next section is Supervisor Section

In this section, we are going to configure the supervisor for the Agent. So supervisor can send private message to Agent while they are in chat and also they can see what the Agent is typing with the customer.

The Last section is Chat Transfer.

So In this section we can transfer the chat to another Agent. This will help the Agents, if they are not able to answer for the particular queries.

Step 5: Live Agent Deployment

Once it is saved. It contains some HTML code. 

Step 6:

 

Copy the HTML code from Deployment and also from chat button setting. create one Html Page and put the script into the HTML Page.

 

Step 7: 

 

Enable the Live Agent License into the User.

To Make the Live Agent visible to the Agents, we have to setup Service Cloud console. For that you can see this link.

http://priyamohanraj.blogspot.in/2015/04/setup-service-cloud-console.html

Setup Service Cloud Console

Service Cloud Console is very useful for Customer support team, They can able to handle the knowledge, Phone, liveagent and cases in the same window.

To setup the service cloud console:

Goto setup -> Create - > Apps -> Click on New Button

Choose the Console in the list and click Next.

Give the Name of the console and then click next. If you want to insert the company logo you can, then click next.Choose the Navigation Tabs.

If you need any tabs, that CSS team needs to be navigate then we can selects the tabs, to display on the drop down list.


 Sub- Tab 

Sub-tab is used to display at the top of the record detail page. In this case, I have choose the Contact name. when you seeing the record the contact name will be displayed on the top the record like below.

Live Agent and Knowledge:

In this section, we can include the live agent and knowledge into the console. If we want to create new record during the chat,we can choose which records needs to be created.

Then is the profile visibility of the console.

Then click on save.

Now you can see the "Service Cloud Console" on the App list.

And the window will look like below.