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:
- 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.
- 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")
Check out this blog post:
http://www.alwaysablezard.com/salesforce/tips-for-passing-the-service-cloud-specialist-superbadge/
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| Trying new things- my baby brother practiced crawling through a tunnel. |
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."
ReplyDeleteI'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?
Look at the page layout again- there is another item you will need to add.
DeleteI 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?
DeleteWhat item is on your lightning Case page layout to show Entitlements? (Hint- The name of the component is not "entitlements")
DeleteI was able to work out a solution, I will outline it below.
Delete*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.
Good! I thought that the issue was missing "Milestones" :)
DeleteSupport Lifecycle... Can you guide me how to do Service cloud Challenge 3
DeleteOk, wracking my brain here...
ReplyDeleteGetting 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?
Initial Response milestone- You only need 1 criteria. (might not matter...)
DeleteThe 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.
Yeah, meant task.
DeleteAnd yeah, completely missed that dynamic case owner assignment until just a few minutes after I sent my comment. The simple things...
Hey, i'm on challenge 3 and almost done. This error keeps coming up
ReplyDeleteWe 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!
This error stumped me for a while as well. A few things to check:
Delete1) 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.
I also got this error. I'm sure i did #1 and #2.
DeleteWhat do you mean by "count down" component for #3?
Hi,
DeleteOh 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,.
Hi.. I m not understanding about this countdown.. Where should we add this?
DeleteI'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.
ReplyDeleteChallenge 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
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.
DeleteI 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!
DeleteHow frustrating! I wish I had a good answer for you!
DeleteI 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.
ReplyDeleteCloudy 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.
DeleteHello,
ReplyDeleteI 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
Is the related list on the page layout?
Deletehey,
Deleteyes it was, i figured out after you replied. thanks a bunch. I am right now @ step 6. hope to finish the superbadge now soon.!!!
I am stuck at Step 3 -
ReplyDeleteCreate 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?
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.
DeleteI have the same problem and my Entitlement Process is already active :(
DeletePlease ignore my comment, I was on the wrong Trailhead Playground when checking the challenge HAHAHA.
DeleteSounds like an easy oops! Glad you solved the problem!
DeleteHi 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?
ReplyDeletehere'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.
Yes - You will need to use the preexisting standard field, then add the stage values that are necessary in addition to the standard.
DeleteI'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:
DeleteWe 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...
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?
DeleteA quick look through this module will likely be very helpful:
https://trailhead.salesforce.com/en/...a-process...support.../create-support-processes
Hi Baby, I'm stuck in step 2 whit his stupid error:
ReplyDeleteChallenge 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.
hmmm Could you check the Group Name to make sure that it is Basic_Support_Agents
DeleteAlso- What other steps have you taken? There are many items involved in challenge 2....
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'.".
ReplyDeleteGrief! This thing is just hosed and I'm only on #2.
Any help would be greatly appreciated.
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
DeleteHey, I'm having the same issue, seeing "Challenge Not yet complete... here's what's wrong:
DeleteWe 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
Were u able to solve this issue?
DeleteMy error message:
ReplyDeleteWe 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
I'd bet your guess about the incorrect name is correct- { Cloud Technical Team Page } is what I would try without the "{"'s
DeleteHello Trailhead Baby!!
DeleteI 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.
Cloud Technical Team Page
DeleteHi I am at challenge 1. and I get the below error
ReplyDeleteChallenge 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..
What profile did you clone to create Cloud Team Billing Support?
DeleteHello Trailhead Baby, thank you for all your replies.
DeleteI 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 !
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")
DeleteI ran into same issue and I was able to resolve this issue by switching the trailhead playgrounds back and forth.
DeleteI 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.
DeleteGlad you figured it out!
DeleteI am unable to rename the "Service" console , I receive this message when selecting Edit.
ReplyDelete"This is a standard app. You cannot customize its label or logo"
I'll take a look as soon as Trailhead is back up! I'd bet that the solution is to "clone" not rename.
DeleteJust 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.
DeleteHi Trailhead baby master =)
ReplyDeleteI'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
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
DeleteI 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!
DeleteThis should be a prerequisite badge: https://trailhead.salesforce.com/content/learn/projects/set-up-case-escalation-entitlements
ReplyDeleteAgreed Pat McCelellan!
DeleteHI Trailhead baby,
ReplyDeleteI 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
Read those instructions super carefully.... Cloud_Technical_Team is not the correct name for the case page layout.
DeleteI 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.
DeleteHello, 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 ?
ReplyDeleteYes you do. And it's a little tricky...but you can find out if you google it:)
DeleteHello, Thanks for your feedback. I looked at Trailhead
Deletehttps://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.
Check this one out: https://help.salesforce.com/articleView?id=activitytimeline_configure_call_task_event_tabs.htm&type=5
ReplyDeleteIts a page layout tweak.
It is now working. This is really a tricky one. Thanks a lot.
DeleteI just finished the superbadge. Thanks for your advice and help. Keep up the good work.
DeleteHi
ReplyDeleteI 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'.
Hi Trailhead Baby,
ReplyDeleteI 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'.
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..
DeleteHi Trailhead Baby, I rename the console service and got the same error, one help
DeleteOk. Let's go to the App Manager- Share exactly what the App Name and Developer Name are.
DeleteThanks, the mistake was that it was not Cloud but Cloudy :(
DeleteWoohoo! 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!)
DeleteOne or more profiles that you added has reached the maximum number of allowed apps.
ReplyDeletefacing this issue in challenge 1 please help.
Did you start with a clone of the correct profile?
DeleteI have cloned the Salesforce "Standard Platform user" profie!
DeleteIs it correct?
Nope!
DeleteI have literally tried everything mentioned in this tread I am six hours in and cannot clear this error
ReplyDelete"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."
Go to a case- check the Status options. Does this match the requirements?
DeleteHi Trailhead Baby,
ReplyDeleteI'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
I fixed it, it was a really stupid mistake. I'm whole again.
DeleteAnd what was your response to this issue, i'm in the same trouble...
DeleteJoy, would you mind sharing? I am going bananas here. Thank you!
Delete@Joy.. Can you please share the solution ?r
Deleteany solution for the above error?
DeleteHi Trailhead Baby,
ReplyDeletei'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.
How do you have things set up?
DeleteThis comment has been removed by the author.
Deleteas you solve this error brother or not
DeleteCan you please send me the solution for this i'm stucked in this step
DeleteHi Trailhead Baby,
ReplyDeleteThanks 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"
My assignment is a tiny bit different (Equals High or "Not equal to High")
DeleteRole names are also different- definitely schematics, but "Customer Contact" and "Support Lead"
how did you do the case team role? im stuck with the same error
DeleteThank you for sharing the information here. Its much informative and really i got some valid information.
ReplyDeleteLapel Badges
Internal Signs
Hi
ReplyDeleteI am stucking step 2, I can't find these options in case layout
New
Investigating Cause
Investigating Solution
Resolving with Customer
Escalated
Closed
It's a picklist.... Did you check the values?
DeleteService Cloud Specialist Superbadge Challenge 2 Question
ReplyDeleteI 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
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ReplyDeleteStep 4 : Service Cloud specialist challage ERROR MESSAGE : "Challenge Not yet complete... here's what's wrong:
ReplyDeleteEnsure 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
Error: "We can't find the Entitlement Name in the System Administrator Profile. Ensure the Entitlement Field is visible to the System Administrator Profile"
ReplyDeleteThis 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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ReplyDeleteThis comment has been removed by the author.
ReplyDeleteHello, Could you please advise on the below error: T hank you.
ReplyDeleteChallenge 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.
Challenge Not yet complete... here's what's wrong:
ReplyDeleteWe 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
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ReplyDeleteEven though I created the Case Assignment Rules to achieve this I am getting the below error, please help !!!!
ReplyDeleteChallenge 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.
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ReplyDeleteI'm on Challenge 3 and I keep getting this error:
ReplyDeleteChallenge 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?
Can any one help - Challenge 2 - Challenge Not yet complete... here's what's wrong:
ReplyDeleteWe can't find macros in the Utility Bar. Review the steps to update the Utility Bar to include a way to automate the completion of otherwise manual tasks.
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