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Service Cloud Specialist Superbadge - 1,2,3



A confession - I know next to nothing about service cloud.  While I was excited that a new superbadge was available, it made me a little nervous that I had to do all of the prerequisites and tackle new things like macros.  New things - new year - let's get started! (Right after I finish guitar practice)

If you are also a service cloud novice, the Omni-Channel Basics is a crucial prerequisite even though it is not officially required.



Challenge 1 App Appearance 
This, like all superbadges, requires a careful read through the instructions prior to any clicking.  I found it helpful to take a separate notebook and write down the steps that I would need for each challenge step - for example - My rough notes for challenge 1:

  • Create 2 profiles 
  • Tweak service Console
    • 3 new items on utility bar
    • Allow access for new profiles
  • Create User 
Beware - After editing the service console, you might have to edit the new profiles.  I found it necessary to click "edit" then "save" the profile, even if nothing had been changed within the profile itself before the challenge checker passed. 

Challenge 2 Case Management 
If the instructions leave you scratching your head - tackle this quick project prior to starting challenge 2.  Most of the errors that I encountered are of the silly type- aka- If you don't activate an assignment rule, it is not going to work!  

A favorite error message?
The solution? Create the Cloudy Technical Team support process! (Hint- search in setup for "support process"

Hint - Keep existing case status values - otherwise you will have to backtrack to add one of them back in for Challenge 6.

Challenge 3 Support Plan
This is a fun challenge - if you are, like me, a total Service Cloud novice.  Easy "oopses" to avoid:
  1. There are two recurrence options for the "required steps" - you will nee to use both of the options as one of the steps is repeated twice.  
  2. Don't be worried if you are updating several page layouts plus the console app.
I hit this error message a few times, even though the entitlement name was visible to me... check the console app. (Which, as a reminder, was renamed to be the "Cloudy Support Service Console")



Need a few more tips?
Check out this blog post:
http://www.alwaysablezard.com/salesforce/tips-for-passing-the-service-cloud-specialist-superbadge/

Trying new things- my baby brother practiced crawling through a tunnel.



Comments

  1. VijuJanuary 10, 2019 at 4:38 PM

    Hi I'm working on challenge 3 and I'm getting this error "We can't find Entitlements on the Case Lightning Page. Ensure Entitlements are visible on Cases in Lightning."

    I've made all entitlements fields visible for system administrator profile and 2 other profiles that I've created. Also, I've included Entitlements in the console. And I've included milestone tracker in the page layout. I've no clue what more I need to do to complete this challenge. Will you be able to guide me?

    ReplyDelete
    Replies
    1. Trailhead BabyJanuary 11, 2019 at 5:50 AM

      Look at the page layout again- there is another item you will need to add.

      Delete
    2. AnonymousFebruary 25, 2019 at 4:55 PM

      I have checked all of these things and my challenge still gives me the 'We can't find Entitlements on the Case Lightning Page. Ensure Entitlements are visible on Cases in Lightning.' error, has anyone found any way around this? What other fields do you need to add?

      Delete
    3. Trailhead BabyFebruary 26, 2019 at 8:29 AM

      What item is on your lightning Case page layout to show Entitlements? (Hint- The name of the component is not "entitlements")

      Delete
    4. AnonymousFebruary 26, 2019 at 8:32 AM

      I was able to work out a solution, I will outline it below.

      *must be completed in lightning experience*

      1. Open a Case in the service console.
      2. Click the cog in the upper right hand corner.
      3. Select edit page
      4. Drag the Milestones object from the left bar of the lighting app editor anywhere on the page.
      5. Save & Activate.

      That helped me clear that error.

      Delete
    5. Trailhead BabyFebruary 26, 2019 at 9:20 AM

      Good! I thought that the issue was missing "Milestones" :)

      Delete
    6. udayasreeNovember 28, 2021 at 8:52 AM

      Support Lifecycle... Can you guide me how to do Service cloud Challenge 3

      Delete
  2. Stu 'Deekow' JonesJanuary 11, 2019 at 5:12 PM

    Ok, wracking my brain here...

    Getting error: We can't find a Contact Customer Case Task. Ensure a High Priority Task is created for the case owner to contact the customer.

    I DO in fact have a task for this. Here are the particulars that may contribute:

    I have a separate milestone for Initial Response, criteria: Priority Equals High, Medium, Low; case equals new (honestly, I really wish there was something more about what exactly the definition for initial response was, since this could be a few things, depending on org)
    I have no success or warning actions.
    Time Trigger = 20 minutes; start time = Entitlement Process.
    Violation Action after 10 minutes: create case, assigned to my user (the exercise says case owner, but there's no way to dynamically assign), subject: Contact Customer, due date: Rule Trigger Date, status: not started, priority: High.

    Anything I've botched, or anything else I should be considering?

    ReplyDelete
    Replies
    1. Trailhead BabyJanuary 11, 2019 at 7:24 PM

      Initial Response milestone- You only need 1 criteria. (might not matter...)
      The biggie- violation action- Does need to be dynamically assigned. Edit your action, and on the lookup field for the "assigned to" there is a drop down on the left. It's easy to miss. Your message said "violation action after 10 minutes: create case..." - but I'm pretty sure you meant task. :)
      I'd reconsider that time trigger.

      Delete
    2. Stu 'Deekow' JonesJanuary 14, 2019 at 11:54 AM

      Yeah, meant task.

      And yeah, completely missed that dynamic case owner assignment until just a few minutes after I sent my comment. The simple things...

      Delete
  3. AnonymousJanuary 18, 2019 at 12:02 AM

    Hey, i'm on challenge 3 and almost done. This error keeps coming up

    We can't find the Entitlement Name in the System Administrator Profile. Ensure the Entitlement Field is visible to the System Administrator Profile

    I've checked the console app, even gone through the SA profile, but i don't seem to understand what needs to be done. Any help!

    ReplyDelete
    Replies
    1. Trailhead BabyJanuary 18, 2019 at 5:24 AM

      This error stumped me for a while as well. A few things to check:
      1) On the custom app - Object added?
      2) Case page layout (don't forget that you've created a custom one) - What fields have you added?
      3) On the record page - added the component to "count down" until the next item due?
      - #3 may not be needed to clear the error message, but you need it to pass the challenge.

      My guess is that you need to knock out #1 or #2.... If you are still stuck after that, leave a comment with some more details and I'll take a look.

      Delete
    2. AnonymousFebruary 13, 2019 at 10:18 PM

      I also got this error. I'm sure i did #1 and #2.

      What do you mean by "count down" component for #3?

      Delete
    3. AnonymousFebruary 13, 2019 at 10:40 PM

      Hi,

      Oh I got it! kindly disregard my earlier comment.

      Check the FLS of Case Object of the customise case page layout

      And you were right, the "count down" should be added too, otherwise another error will pop up.


      Thanks,.

      Delete
    4. AnonymousJuly 15, 2023 at 1:58 AM

      Hi.. I m not understanding about this countdown.. Where should we add this?

      Delete
  4. AnonymousJanuary 31, 2019 at 11:18 PM

    I'm working on the Service Cloud super badge and the error below is driving me nuts! Appreciate any help. I created a new dev org to complete the badge.

    Challenge Not yet complete... here's what's wrong:
    There was an unexpected error while verifying this challenge. Usually this is due to some pre-existing configuration or code in the challenge Org. We recommend using a new Developer Edition (DE) to check this challenge. If you're using a new DE and seeing this error, please post to the developer forums and reference error id: BSAIHRHU

    ReplyDelete
    Replies
    1. Trailhead BabyFebruary 1, 2019 at 5:12 AM

      Are you using a Dev org or a playground generate from Trailhead? If the answer is a dev org and you are still on step 1 or 2 of the challenge, I would just start over in a playground. If you are in a playground, I've seen this error a few times for the Process Automation superbadge and it usually gives you better details of what could be wrong. Has any code been used with your org? (The badge is all click, no code.) Something is blocking the challenge checker from fully running.

      Delete
    2. AnonymousFebruary 1, 2019 at 7:46 AM

      I used a new trailhead playground created exclusively for the service cloud badge. I also confirm that no additional code exists in this org. The error message is so cryptic that it's hard to troubleshoot the issue. I'll keep checking if I missed anything. Thanks for your time!

      Delete
    3. Trailhead BabyFebruary 1, 2019 at 8:15 AM

      How frustrating! I wish I had a good answer for you!

      Delete
  5. AnonymousFebruary 9, 2019 at 1:02 PM

    I have created and recreated the Cloud Technical Team support process more times than I can count. I have named it "Cloud Technical Team" and I have named it "Cloud Technical Team Support Process." I have created a record type to assign it to and still I get the same error message that it couldn't find the Cloud Technical Team support process.

    ReplyDelete
    Replies
    1. Trailhead BabyFebruary 11, 2019 at 5:24 AM

      Cloudy Technical Team is correct name wise for both the record type and the process. I wonder if the API name for the process is incorrect because you can't have multiple of these in an instance. I'd try this- Delete the current process. Empty the recycling bin. Wait 24 hours then re-create the process. If you want to check the support process' api name, you can extract via data loader.

      Delete
  6. DeepsFebruary 11, 2019 at 3:42 AM

    Hello,
    I am @ step 2 keep getting error:
    Challenge Not yet complete... here's what's wrong:
    We can't find the 'Team Roles Related List'. Ensure you add a way for agents to customize who is assigned to each role for each case.

    I have already added the roles
    Edit | Replace Customer Contact Read Only
    Edit | Replace Support Lead Read/Write

    Appreciate your help

    ReplyDelete
    Replies
    1. Trailhead BabyFebruary 11, 2019 at 7:55 AM

      Is the related list on the page layout?

      Delete
    2. DeepsFebruary 12, 2019 at 8:20 AM

      hey,
      yes it was, i figured out after you replied. thanks a bunch. I am right now @ step 6. hope to finish the superbadge now soon.!!!

      Delete
  7. AnonymousFebruary 12, 2019 at 4:57 PM

    I am stuck at Step 3 -
    Create service level and actions. My error message is "Challenge Not yet complete... here's what's wrong:
    We can't find the Cirrus Support Process. Review the steps to ensure you create the Cirrus Support Process."

    I have created the Entitlement Process named "Cirrus Support Process" twice now. No idea what is missing.... any ideas?

    ReplyDelete
    Replies
    1. Trailhead BabyFebruary 13, 2019 at 4:51 AM

      Did you check the little box to activate the entitlement process? (It's an easy thing to overlook) If yes, I'd like to hear a few more details about your process.

      Delete
    2. TineFebruary 14, 2019 at 5:18 PM

      I have the same problem and my Entitlement Process is already active :(

      Delete
    3. TineFebruary 14, 2019 at 5:21 PM

      Please ignore my comment, I was on the wrong Trailhead Playground when checking the challenge HAHAHA.

      Delete
    4. Trailhead BabyFebruary 15, 2019 at 4:21 AM

      Sounds like an easy oops! Glad you solved the problem!

      Delete
  8. AnonymousMarch 4, 2019 at 8:06 PM

    Hi Baby, On Challenge 2 - was i wrong to create a new picklist field and call it "Case Stages" and drop it on the Case Information Page Name?

    here's what's wrong:
    We can't find the Case Stages for the Cloud Technical Team Lifecycle. Review the steps to ensure you configure the Case Stages for the Cloud Technical Team Lifecycle.

    ReplyDelete
    Replies
    1. Trailhead BabyMarch 5, 2019 at 4:31 AM

      Yes - You will need to use the preexisting standard field, then add the stage values that are necessary in addition to the standard.

      Delete
    2. AnonymousMarch 6, 2019 at 2:11 PM

      I'm STILL hacking away at this error message. Its upsurd. I even tried to create a new playground and start over (that only made things wose). Please help. here's what's wrong:
      We can't find the Case Stages for the Cloud Technical Team Lifecycle. Review the steps to ensure you configure the Case Stages for the Cloud Technical Team Lifecycle.


      - I used the preexisting standard field but I didn't see any missing stage values
      - I did NOT rename the field name (is that the problem?)
      - Page name is "Cloud Technical Team Page"
      - I added the field on page layout as well as the two additional fields it is asking for.
      - I removed the 4 fields on page layout
      - Was I supposed to create a new section and name it "Support Life cycle" or something?
      - Does this have to do with the user set up? I didn't have enough licenses in the playground to activate Ada...

      Delete
    3. Trailhead BabyMarch 7, 2019 at 4:37 AM

      Ok. Let's back up a little bit.... A Support Process and the page layout are two unique things. Think of this like a Sales Process.... where you have opportunity stages associated with the process. A support process is similar - different stages apply to each process. You shouldn't have to rename any fields... I have to double check the directions, but I believe that you just have to add a few values. Does this help?

      A quick look through this module will likely be very helpful:
      https://trailhead.salesforce.com/en/...a-process...support.../create-support-processes

      Delete
  9. TelmoMarch 6, 2019 at 9:57 AM

    Hi Baby, I'm stuck in step 2 whit his stupid error:
    Challenge Not yet complete... here's what's wrong:
    We can't find a group called 'Basic Support Agents'. Ensure you create the Basic Support Agents Group.
    I create the 3 public groups, but i cannot move on.

    ReplyDelete
    Replies
    1. Trailhead BabyMarch 6, 2019 at 11:18 AM

      hmmm Could you check the Group Name to make sure that it is Basic_Support_Agents
      Also- What other steps have you taken? There are many items involved in challenge 2....

      Delete
  10. AnonymousMarch 6, 2019 at 7:45 PM

    On Feb. 11 you said "Cloudy Technical Team is correct name wise for both the record type and the process". So in trying to troubleshoot my error message (which was We can't find the Case Stages for the Cloud Technical Team Lifecycle. Review the steps to ensure you configure the Case Stages for the Cloud Technical Team Lifecycle.), I renamed my support process from "Cloud Technical Team" to "Cloudy Technical Team". That proved to be incorrect. Even though I renamed it back to what I had before, my error message has stepped back a level to read "We can't find the 'Cloud Technical Team Support Process'. Review the steps to create the 'Cloud Technical Team Support Process'.".

    Grief! This thing is just hosed and I'm only on #2.

    Any help would be greatly appreciated.

    ReplyDelete
    Replies
    1. Trailhead BabyMarch 7, 2019 at 4:31 AM

      Gosh how frustrating! Let's do this.... Could you shoot over a few screenshots of what you have? This way, I can take a deeper look. rebecca@capstorm.com

      Delete
    2. AnonymousAugust 11, 2022 at 9:50 AM

      Hey, I'm having the same issue, seeing "Challenge Not yet complete... here's what's wrong:
      We can't find the Case Stages for the Cloud Technical Team Lifecycle. Review the steps to ensure you configure the Case Stages for the Cloud Technical Team Lifecycle."
      Not sure what I'm missing here, Help is much appreciated

      Delete
    3. AnonymousJune 11, 2023 at 10:53 AM

      Were u able to solve this issue?

      Delete
  11. UnknownMay 2, 2019 at 10:36 AM

    My error message:

    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.

    Is it how I named it? I have named and renamed it (Over and over and over). This is my current version name.

    Case( Cloud Technical Team) Layout

    ReplyDelete
    Replies
    1. Trailhead BabyMay 2, 2019 at 1:25 PM

      I'd bet your guess about the incorrect name is correct- { Cloud Technical Team Page } is what I would try without the "{"'s

      Delete
    2. UnknownJune 20, 2019 at 12:21 PM

      Hello Trailhead Baby!!
      I have the same error in challenge 2...I am standing in this error for a long time

      The name in my Case page layout is 'Cloud Technical Team'... but not runs. With 'Cloud Technical Team Layout' neither...

      I have tried a thousand times with all variations...and the same error keeps coming up. Any ideas that can help me? I don't know what else to try.

      Delete
    3. Trailhead BabyJune 21, 2019 at 4:00 PM

      Cloud Technical Team Page

      Delete
  12. Classic creativityJune 8, 2019 at 7:07 AM

    Hi I am at challenge 1. and I get the below error
    Challenge Not yet complete... here's what's wrong:
    We can't find the 'Cloud Team Billing Support' profile. Review the steps to create the 'Cloud Team Billing Support' profile.

    I deleted and recreated the profile number of times. Even clicked edit and save for the profile after changing console settings. Couldn't figure out where I go wrong..

    ReplyDelete
    Replies
    1. Trailhead BabyJune 10, 2019 at 5:36 AM

      What profile did you clone to create Cloud Team Billing Support?

      Delete
    2. ThibaultApril 8, 2020 at 5:42 AM

      Hello Trailhead Baby, thank you for all your replies.

      I am interested in what profile you cloned for this one. Tried it all, from custom : support profile to standard user, even admin.

      Tried giving access only to the relevant objects, but still getting this error message, becoming a real nightmare for me...would really appreciate some help here, its becoming really frustrating :)

      Thank you very much !

      Delete
    3. Trailhead BabyApril 8, 2020 at 10:02 AM

      hmmm It has been a while, but I believe that just the "standard" profile is what you need. (Not the "standard platform user", just "standard user")

      Delete
    4. MuraliJune 9, 2020 at 3:39 PM

      I ran into same issue and I was able to resolve this issue by switching the trailhead playgrounds back and forth.

      Delete
    5. S DonnellySeptember 26, 2020 at 9:26 PM

      I ran into the same issue. I originally created the Cloud Team Billing Support profile first, then cloned it (using the clone button on the Billing profile page) to create the Cloud Team Technical Support profile. I resolved the issue, by deleting the Billing profile and recreating it using. New Profile button, instead of hitting the Clone button on the Technical profile page. Hope this solves it for you too.

      Delete
    6. Trailhead BabyOctober 5, 2020 at 8:43 AM

      Glad you figured it out!

      Delete
  13. MichaelJune 24, 2019 at 2:35 PM

    I am unable to rename the "Service" console , I receive this message when selecting Edit.

    "This is a standard app. You cannot customize its label or logo"

    ReplyDelete
    Replies
    1. Trailhead BabyJune 24, 2019 at 2:57 PM

      I'll take a look as soon as Trailhead is back up! I'd bet that the solution is to "clone" not rename.

      Delete
    2. Trailhead BabyJune 25, 2019 at 5:16 AM

      Just took at look- You should be able to change the name of the app... I'd try again since Trailhead had issues yesterday. If you can not, I'd look around at permissions.

      Delete
  14. AnonymousJuly 14, 2019 at 5:46 AM

    Hi Trailhead baby master =)
    I'm stuck for couple of hours with this step 2 error:
    "Challenge Not yet complete... here's what's wrong:
    We can't find the 'Cloud Technical Team Support Process'. Review the steps to create the 'Cloud Technical Team Support Process'."

    I named the process :"Cloud Technical Team" !
    Not sure what is going on .. Your help is needed!
    Tnx

    ReplyDelete
    Replies
    1. Trailhead BabyJuly 15, 2019 at 7:06 AM

      hmmmm What you have sounds correct. Could you share a bit more details on what you have done for this step? If easier, feel free to email me some screenshots- rebecca@capstorm.com

      Delete
    2. MilouJanuary 8, 2020 at 7:56 AM

      I got the same error and for me changing the Record type to "Cloud Technical Team Lifecycle" instead of "Cloud Technical Team" fixed this error message!

      Delete
  15. Pat McClellanOctober 6, 2019 at 6:01 PM

    This should be a prerequisite badge: https://trailhead.salesforce.com/content/learn/projects/set-up-case-escalation-entitlements

    ReplyDelete
  16. SudiNovember 4, 2019 at 5:58 AM

    HI Trailhead baby,

    I am struck with Step 2 Error :
    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

    Page layout is created with name : Cloud Technical Team - not working
    Cloud_Technical_Team - not working tried so many times but still showing same error.

    Can you please help me on this

    ReplyDelete
    Replies
    1. Trailhead BabyNovember 4, 2019 at 12:50 PM

      Read those instructions super carefully.... Cloud_Technical_Team is not the correct name for the case page layout.

      Delete
    2. AnonymousJanuary 26, 2024 at 6:08 AM

      I have the same issue and I tried so many things and I still haven't figured out the exact name for the layout. It isn't specified in the requirements.

      Delete
  17. jéjéFebruary 16, 2020 at 10:54 AM

    Hello, I passed the first challenge but i still have a question. The challenge says "add the option for agents to compose emails within the console while looking at a case". I added the email action for both Classic & Lightning case layout but i do not see the Email button and when i test the console, i can not send and email. Did you perform any particular action to get the email available on the console ?

    ReplyDelete
    Replies
    1. Trailhead BabyFebruary 17, 2020 at 9:23 AM

      Yes you do. And it's a little tricky...but you can find out if you google it:)

      Delete
    2. jéjéFebruary 17, 2020 at 12:30 PM

      Hello, Thanks for your feedback. I looked at Trailhead
      https://trailhead.salesforce.com/en/content/learn/modules/service_trans/service_trans_feed
      but it is still not working; i would appreciate a little tip ? Thanks in advance.

      Delete
  18. Trailhead BabyFebruary 17, 2020 at 1:14 PM

    Check this one out: https://help.salesforce.com/articleView?id=activitytimeline_configure_call_task_event_tabs.htm&type=5

    Its a page layout tweak.

    ReplyDelete
    Replies
    1. jéjéFebruary 17, 2020 at 2:20 PM

      It is now working. This is really a tricky one. Thanks a lot.

      Delete
    2. jéjéFebruary 17, 2020 at 2:20 PM

      I just finished the superbadge. Thanks for your advice and help. Keep up the good work.

      Delete
  19. UnknownApril 10, 2020 at 5:27 AM

    Hi

    I am getting the below error. But I have successfully created this service console in my playground. Any hlp?

    Challenge Not yet complete... here's what's wrong:
    We can't find the 'Cloud Support Service Console'. Review the steps to rename the console to 'Cloud Support Service Console'.

    ReplyDelete
  20. UnknownApril 10, 2020 at 5:31 AM

    Hi Trailhead Baby,

    I just started this super badge and I am on Challenge -1 . I am getting this below error. However I successfully created this console in my playground.

    Challenge Not yet complete... here's what's wrong:
    We can't find the 'Cloud Support Service Console'. Review the steps to rename the console to 'Cloud Support Service Console'.

    ReplyDelete
    Replies
    1. Trailhead BabyApril 10, 2020 at 8:31 AM

      Did you create a new console? Or rename a standard one? The key word is "rename." If you have renamed the standard console, I would check the API name..

      Delete
    2. UnknownApril 13, 2020 at 11:15 PM

      Hi Trailhead Baby, I rename the console service and got the same error, one help

      Delete
    3. Trailhead BabyApril 14, 2020 at 8:00 AM

      Ok. Let's go to the App Manager- Share exactly what the App Name and Developer Name are.

      Delete
    4. UnknownApril 14, 2020 at 10:00 AM

      Thanks, the mistake was that it was not Cloud but Cloudy :(

      Delete
    5. Trailhead BabyApril 14, 2020 at 10:20 AM

      Woohoo! I am glad that you figured it out. Sometimes it seems that the most frustrating problems have the simplest solutions. (I am totally stuck on a CPQ superbadge right now... on the last step!)

      Delete
  21. UnknownMay 2, 2020 at 7:24 AM

    One or more profiles that you added has reached the maximum number of allowed apps.
    facing this issue in challenge 1 please help.

    ReplyDelete
    Replies
    1. Trailhead BabyMay 4, 2020 at 8:23 AM

      Did you start with a clone of the correct profile?

      Delete
    2. UnknownMay 5, 2020 at 6:04 AM

      I have cloned the Salesforce "Standard Platform user" profie!
      Is it correct?

      Delete
    3. Trailhead BabyMay 5, 2020 at 8:07 AM

      Nope!

      Delete
  22. Buzzy BooMay 4, 2020 at 6:43 PM

    I have literally tried everything mentioned in this tread I am six hours in and cannot clear this error
    "We can't find the Case Stages for the Cloud Technical Team Lifecycle. Review the steps to ensure you configure the Case Stages for the Cloud Technical Team Lifecycle."

    ReplyDelete
    Replies
    1. Trailhead BabyMay 5, 2020 at 8:01 AM

      Go to a case- check the Status options. Does this match the requirements?

      Delete
  23. JoyMay 27, 2020 at 3:10 PM

    Hi Trailhead Baby,

    I'm losing my mind here. I keep getting this message on step 3:

    Challenge Not yet complete... here's what's wrong:
    We can't find the Entitlements Tab on the Console. Ensure there is a tab on the service app to see support level assignments overall.

    I have done litteraly everyhing but nothing seems to work, I'm now 12 hours in, just with this third step. This is so annoying. please help

    ReplyDelete
    Replies
    1. JoyMay 27, 2020 at 4:13 PM

      I fixed it, it was a really stupid mistake. I'm whole again.

      Delete
    2. AnonymousJuly 8, 2020 at 10:50 AM

      And what was your response to this issue, i'm in the same trouble...

      Delete
    3. AnonymousOctober 25, 2022 at 6:40 AM

      Joy, would you mind sharing? I am going bananas here. Thank you!

      Delete
    4. AnonymousFebruary 21, 2023 at 2:28 PM

      @Joy.. Can you please share the solution ?r

      Delete
    5. AnonymousMarch 20, 2024 at 2:16 PM

      any solution for the above error?

      Delete
  24. UnknownJune 18, 2020 at 2:04 AM

    Hi Trailhead Baby,

    i'm getting this error, i have also created new tast with Name Contact Customer with high priority but still getting error.

    Challenge Not yet complete... here's what's wrong:
    We can't find a Contact Customer Case Task. Ensure a High Priority Task is created for the case owner to contact the customer.
    Please do the needful.

    ReplyDelete
    Replies
    1. Trailhead BabyJune 18, 2020 at 9:03 AM

      How do you have things set up?

      Delete
    2. DiogoJune 25, 2020 at 1:49 AM

      This comment has been removed by the author.

      Delete
    3. AnonymousJuly 12, 2023 at 5:36 AM

      as you solve this error brother or not

      Delete
    4. AnonymousJuly 26, 2023 at 2:30 AM

      Can you please send me the solution for this i'm stucked in this step

      Delete
  25. DiogoJune 25, 2020 at 1:52 AM

    Hi Trailhead Baby,

    Thanks for actively helping out here.

    Stuck on Stage: Establish Case Management
    Error: Challenge Not yet complete... here's what's wrong:
    We can't find the 'Customer Case Team' role. Ensure the Customer Contact can be tracked on Cases.

    Current Setup

    Assignment: Checking for below:

    1 (Case: Status EQUALS New) AND (Case: Priority EQUALS High) Assign to
    Advanced Case Organizer

    2( Case: Priority EQUAL SLow) AND (Case: Status EQUALS New) Assign to
    Basic Case Organizer

    Pre-Defined Teams named "Cloudy Support Team"

    Case Team Roles 1: "Customer Case team" Access "read" ONLY
    Case Team Roles 2: "Support Lead Role" Access "read/write"

    ReplyDelete
    Replies
    1. Trailhead BabyJune 25, 2020 at 9:47 AM

      My assignment is a tiny bit different (Equals High or "Not equal to High")
      Role names are also different- definitely schematics, but "Customer Contact" and "Support Lead"

      Delete
    2. AnonymousOctober 26, 2023 at 3:40 AM

      how did you do the case team role? im stuck with the same error

      Delete
  26. Recognition ExpressSeptember 8, 2020 at 12:50 AM

    Thank you for sharing the information here. Its much informative and really i got some valid information.
    Lapel Badges
    Internal Signs

    ReplyDelete
  27. UnknownSeptember 8, 2020 at 7:27 AM

    Hi
    I am stucking step 2, I can't find these options in case layout
    New
    Investigating Cause
    Investigating Solution
    Resolving with Customer
    Escalated
    Closed

    ReplyDelete
  28. VInay ManduvaOctober 12, 2020 at 1:12 AM

    Service Cloud Specialist Superbadge Challenge 2 Question

    I have followed the exact process but I am facing the below error.
    We can't find the 'Customer Case Team' role. Ensure the Customer Contact can be tracked on Cases. Please help me.

    Thanks,
    Vinay Manduva

    ReplyDelete
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  31. malaSeptember 15, 2021 at 3:14 PM

    Step 4 : Service Cloud specialist challage ERROR MESSAGE : "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."

    Not able to figure out what is wrong here

    ReplyDelete
  32. UnknownOctober 22, 2021 at 12:13 PM

    Error: "We can't find the Entitlement Name in the System Administrator Profile. Ensure the Entitlement Field is visible to the System Administrator Profile"

    This helped pass challenge 3, ugh lol! Thank you SO MUCH. Due to the fact that we created custom page layout, I totally forgot to add the 'Entitlement Name' and give it access to the required profiles. Once this was done, I passed the 3rd challenge section. THANK YOU!

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  34. APNovember 23, 2021 at 5:00 AM

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  35. APNovember 23, 2021 at 11:28 AM

    Hello, Could you please advise on the below error: T hank you.
    Challenge Not yet complete... here's what's wrong:
    We can't find the correct Milestones for High Priority Cases. Ensure Milestones are configured properly for High Priority Cases.

    ReplyDelete
  36. truely meMarch 18, 2022 at 4:25 AM

    Challenge Not yet complete... here's what's wrong:
    We can't find the Case Stages for the Cloud Technical Team Lifecycle. Review the steps to ensure you configure the Case Stages for the Cloud Technical Team Lifecycle

    Getting this error can anyone please help

    ReplyDelete
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  41. AnonymousJune 13, 2022 at 12:47 AM

    Even though I created the Case Assignment Rules to achieve this I am getting the below error, please help !!!!

    Challenge Not yet complete... here's what's wrong:
    We can't find that Low Priority Cases have been assigned to the 'Basic Case Organizer' queue. Ensure that new Low Priority Cases are routed automatically to the Basic Case Organizer.

    ReplyDelete
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  45. FrancineJanuary 6, 2023 at 5:33 PM

    I'm on Challenge 3 and I keep getting this error:

    Challenge Not yet complete... here's what's wrong:
    We can't find the correct fields for the Page Layout. Review the steps to ensure you display the correct fields on the Page Layout.

    I double-checked that all the fields are there. I have the Milestones field in the page layout too. I can't figure out what this error means. Anyone have any idea?

    ReplyDelete
  46. AnonymousJanuary 30, 2023 at 9:12 PM

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  61. dikshaNovember 12, 2024 at 3:03 AM

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  62. AkankshaNovember 12, 2024 at 3:05 AM

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  63. Techno worldsNovember 12, 2024 at 3:05 AM

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  64. gautamNovember 12, 2024 at 3:05 AM

    This is super helpful! I can relate to missing small steps like activating assignment rules. It’s those little things that can trip you up on the Service Cloud superbadge.
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  65. karishmaNovember 12, 2024 at 3:05 AM

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  69. Nishi8171November 12, 2024 at 3:06 AM

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  73. somyaNovember 12, 2024 at 3:07 AM

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  77. BhanuNovember 18, 2024 at 1:09 AM

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