I'm building an Experience Cloud site which will serve as a portal for staff to raise cases to my company's IT team. One of the fields on the form to raise a case is a Category for the case.

This is the same field which is used by customer-facing teams to categorise cases which are received from customers. This means that currently, staff who raise a case for the IT team are presented with a large picklist for this Category field, and most of the options are irrelevant.

Is there a way I can restrict the picklist values available on the Experience Cloud site?

I'm fairly new to Flow building and I've built a record-triggered Flow which is supposed to update a field on named Reporting Status the case record whenever an outbound email is sent. The Reporting Status field is a dependent picklist of the standard Status field.

There's an equivalent path for this Flow which updates the field whenever an incoming email is received, and this has been working fine for some time.

However, I'm struggling with the outbound email side of things. Currently, the Flow triggers when an initial email is sent from the case record to the customer, and the field then updates, but it only does this once for each case record. Whenever a subsequent outbound email is sent, the value in the field isn't updated. I've tried debugging the Flow, but when I do so it's telling me that Flow was successful when this evidently isn't the case. Please can somebody offer me some guidance?

I've built a record-triggered Flow which updates a custom field on the Case object named Reporting Status whenever an email is sent from a Salesforce user to a customer from the case record.

Unfortunately, it's not working consistently. When users send a fresh email from the case record using the email action on the case feed, the field update occurs as it should. However, if the users clicks Reply against the email from the customer and replies that way, the Flow doesn't seem to trigger to update the field.

I'm not receiving the automated FlowApplication email to indicate an issue with the Flow, but I can't understand why it's working in the one instance and not in others.

I am building an Einstein Bot and the one obstacle I'm struggling to overcome is the default 'Chat with an Expert' label which appears before a customer starts interacting with the bot.

I've been advised that I need to change a parameter in the bot code to make this happen. The relevant line is:

//embedded_svc.settings.defaultMinimizedText = '...'; //(Defaults to Chat with an Expert)

Instead of 'Chat with an Expert', I want this to show as 'Harley', which is the name of the chatbot, so I've tried amending this to:

//embedded_svc.settings.defaultMinimizedText = 'Harley'; //(Defaults to Chat with an Expert)

I've applied the revised code to my website, but unfortunately it's still showing 'Chat with an Expert'. Please can somebody help me fix this or advise me what I'm doing wrong?

I'm in the process of implementing Service Cloud, part of which has involved creating a page on my company's website to host a web-to-case form. This was created using the Salesforce web-to-case HTML generator. When I was testing last week, I was able to complete the form and it appeared to be working, but the cases weren't creating within the Salesforce sandbox. I checked all of the obvious things (org ID is correct, there are no validation rules that would prevent the case from being created) and so I've enabled the debug email to give me some insight into why this isn't working. When I attempt to create a case now using the form, once I have completed the reCAPTCHA I am presented with an error, the key part of which is ALERT: Captcha Results: 'This form should have valid captcha value'. The reCAPTCHA was seemingly working before the debug was turned on, so I don't quite understand what this error means. Is anybody able to help clarify please?