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            Set Up Service Troubleshooting for Communications Service Console

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            Set Up Service Troubleshooting for Communications Service Console

            Help customer service representatives ‌quickly analyze and resolve customer service issues by identifying underlying account, service, or network problems.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, Unlimited, and Developer Editions
            User Permissions Needed
            To set up Service Troubleshooting: Business Process For Communication AND Industry Service Excellence AND Omnistudio Admin AND Omnistudio User AND Service Console for Communications

            Make sure that you have these add-ons and permissions.

            Add-ons

            • CommunicationsCloudB2CAddOn
            • IndustriesServiceExcellenceAddOn
            • OmniStudioDesignerAddon
            • OmniStudioRuntimeAddon

            Platform License

            • IncidentManagement
            1. Turn on the Service console.
              1. From Setup, in the Quick Find box, enter Communication Cloud, and then select Service Console Setup.
              2. Turn on Enable Service Console.
            2. Configure field visibility of the Case object.
              1. From the object management settings for cases, go to Fields & Relationships.
              2. Open the SourceId field.
              3. Click Set Field-Level Security.
              4. Set the field-level security for Profile to Visible.
              5. Save your changes.
            3. Configure field visibility of the Asset object.
              1. From the object management settings for assets, go to Fields & Relationships.
              2. Open the ProductFamily field.
              3. Click Set Field-Level Security.
              4. Set the field-level security for Profile to Visible.
              5. Save your changes.
            4. Turn on Customer Service Incident Management.
              1. From Setup, in the Quick Find box, enter Communication Cloud, and then select Customer Service Incident Management.
              2. Enable Turn On Customer Service Incident Management.
              3. From Setup, in the Quick Find box, enter Profile and select it. Under Standard Object Permissions, enable read access for Incidents standard object, when creating and assigning custom profiles to users.
            5. Set up Troubleshoot Action Launcher.
              1. From Setup, in the Quick Find box, enter Industry Service Excellence, and then under Action Launcher, select Deployments.
              2. If you’re creating an Action Launcher Deployment for your Customer Service Representatives, click New Deployment. Otherwise, select the deployment that you’d like to update.
              3. Give your new deployment a name.
              4. In the Guidance to Show section, select the OmniScripts checkbox.
              5. Click Next.
              6. Move the Account object to the Selected Objects section.
              7. Click Next.
              8. Select the Troubleshooting Omniscript.
              9. Click Next.
              10. To add Troubleshooting Omniscript, click Add.
              11. Save your changes.
              12. From the App Launcher, search for and select Communications Service Console.
              13. Open an account.
              14. From the Setup menu, select Edit Page.
              15. Add the Action Launcher component to the record page layout if it isn’t there on the Lightning App Builder page. To do this, simply drag it onto the page.
              16. Set the Action Launcher Deployment value to the new Action Launcher deployment that you created.
              17. Save your changes.
              18. Click Activation.
              19. In the App Default tab, select Communications Service Console.
              20. Click Next and then save your changes.
            6. Activate the Troubleshooting - Escalate Problem process in the Service Process Studio.
              1. From Setup, in the Quick Find box, enter Service Process Studio, and then select Service Process Studio.
              2. Click New Service Process.
              3. On the Create from Template tab, select Troubleshooting - Escalate Problem.
              4. Click Save & Launch.
              5. Delete the autogenerated number from the API name.
                For example, if the generated API Name of the new service process appears as “Troubleshooting_Escalate_Problem_1725026290855”, rename it as “Troubleshooting_Escalate_Problem”
              6. Save and activate your changes.
              7. For custom profile, create a custom permission set and assign required access for these standard object.
                OBJECT NAME OBJECT api
                Service Catalog Item Dependencies SvcCatalogItemDependency
                Service Catalog Requests SvcCatalogRequest
                Cases Case
            7. If necessary, add the Case Details tab to the Case Record page.
              1. From the App Launcher, find and select Communications Service Console.
              2. Open a case record.
              3. From the Setup menu, select Edit Page.
                The account page opens in the Lightning App Builder.
              4. Create a custom tab and name it ‌Case Details.
              5. From the Components panel, drag the Case Details standard component to the Case Details tab.
              6. Save and activate your changes.
              7. Set the App Default tab to Communications Service Console.
              8. Click Next and then save your changes.
            8. Enable Users to create knowledge articles.
              1. From Setup, in the Quick Find box, enter Knowledge Settings, and then select Knowledge Settings.
              2. Confirm that you understand the impact of enabling Salesforce Knowledge and click Enable Salesforce Knowledge and then click OK.
              3. Click Edit and enable these settings:
                SettingSelection
                General Settings
                • Allow users to create and edit articles from the Articles tab (Classic Only)
                • Activate Validation Status
                • Allow users to add external multimedia content to HTML in the standard editor (Classic Only)
                Lightning Knowledge SettingsLightning Knowledge
                Article Summaries
                • Internal App
                • Customer
                • Partner
                Knowledge One
                • Highlight relevant article text within search results
                • Autocomplete keyword search
                • Autocomplete title search
                • Suggest related articles on cases
            9. Enable Knowledge User.
              1. From Setup, in the Quick Find box, enter Users, and then select Users.
              2. Click Edit next to the user’s name, or click New to create a user.
              3. If you’re creating a new user, complete all the required fields.
              4. Select Knowledge User.
              5. Save your changes.
            10. Configure the record types for knowledge articles:
              1. From the object management settings for knowledge, go to Record Types.
              2. Click New.
              3. For Existing Record Type, leave the default value, --Master--.
              4. Enter a name for the Record Type Label. For example, INFO.
                The API name is auto-populated.
              5. Add a description and select Active.
              6. For profiles of users who create How-To knowledge articles, select Make Available.
              7. Click Next.
              8. Select Apply one layout to all profiles, and then select Knowledge Layout.
              9. Save your changes.
                Note
                Note You must add at least INFO and FAQ record types.
            11. Add custom fields to the Knowledge object if necessary.
              1. From the object management settings for knowledge, go to Fields & Relationships.
              2. To add custom fields, click New.
              3. Create knowledge articles by using the record types that you’ve created.
                The default article status is Draft. Ensure that the status of the articles is set to Published.
             
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