Salesforce Known Issues
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Known Issues · Omni-Channel

Capacity is not released when work has been transferred

Omni-Channel

Under certain circumstances the agent capacity is not released once the work has been transferred.

In Review ·Reported By 26 ·Updated 2 days ago

Calls complete, but still display aging stuck in the queue

Omni-Channel , Service Cloud Voice

In some cases, inbound calls appear to be stuck in queue, and can be seen in the Queue Backlog tab from Omni-Supervisor. These records when viewed have been actioned and are marked "complete", even though they still show and continue to age indefinitely. This is caused because of a race condition...

Scheduled - Spring '23 ·Reported By 13 ·Updated Today

When a flow is executed by a non-admin user, it causes the error "This Route Work invocable action did not create a valid Pending Service Routing."

Omni-Channel

Cases are routed to agents with required skills using the "Route work" action of a screen flow. When the flow is executed by a non-admin user, it causes the error "This Route Work invocable action did not create a valid Pending Service Routing."

In Review ·Reported By 12 ·Updated Yesterday

Presence configuration can create Presence status mismatch between Omni and Amazon Connect

Omni-Channel , Service Cloud Voice

It has been observed that in some instances Presence configuration can change Agents status in Omni while on a call, this can cause a mismatch between Omni and Amazon Connect once the Call ends. -As Amazon returns you to Available -Omni will default back to your most recent status

In Review ·Reported By 4 ·Updated Today

Intermittently the Auto Greeting is not showing even after adding the Auto Greeting message within the Chat Agent Configuration and Chat Button

Service , Live Agent , Omni-Channel , Einstein Bots

Intermittently the Auto Greeting is not showing even after adding the Auto Greeting message within the Chat Agent Configuration and Chat Button, when chats are transferred from bot to agent.

In Review ·Reported By 10 ·Updated 2 days ago

New![Status Based] "Insufficient access rights on cross-reference id" when reassigning a previously routed object from a non-omni queue

Service , Live Agent , Service Cloud Console , Omni-Channel

Agents are unable to change ownership of an object that was previously routed through Omni when the current owner is a non Omni queue and the routing configuration has been removed from the previously used queue. ACTUAL RESULT ----------------- Users cannot change ownership of the object EXPECTED...

In Review ·Reported By 0 ·Updated Today

Tab with embedded services chat button flashes with message count even when all messages have been read

Live Agent , Omni-Channel

On the chat visitor side, when a chat is ongoing, if the agent sends messages while the user is on a different tab, the tab flashes with the unread message count. If the visitor clicks the button, and scrolls down to read all the unread messages, the flashing notification should stop but it conti...

In Review ·Reported By 7 ·Updated 2 days ago

Industries CPQ - Assets Based Ordering - Bulk Update/Change to Order

Omni-Channel

Asset Based Ordering - Bulk change to order When Assets from same groups are changed to Order, it creates suborders and chaining of orders

In Review ·Reported By 1 ·Updated 2 days ago

Declined Agent Work can remain stuck in the agent's omni widget when it hits the push timeout

Omni-Channel

Sometimes AgentWork can remain with the same agent even though the request has hit the push timeout

In Review ·Reported By 0 ·Updated 6 days ago

Omni supervisor cannot see offline agents when filtered by Assigned Queue through a public group membership

Service , Omni-Channel

Omni supervisor cannot see offline agents when filtered by Assigned Queue and queue members are assigned to the queue through a public group membership

In Review ·Reported By 2 ·Updated 7 days ago

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