Salesforce Known Issues
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Known Issues · Omni-Channel

Omni supervisor does not remove status-based capacity work on work closure if a supervisor config is in use


Omni supervisor does not remove status-based capacity work on work closure if a supervisor config is in use

In Review ·Reported By 9 ·Updated Yesterday

Live Chat Transcripts stuck in a status of 'In Progress' or 'Waiting'

Service , Live Agent , Service Cloud Console , Lightning , Omni-Channel , Einstein Bots

An agent leaving a chat and/or visitor ending a chat can result in the Live Chat Transcript record to be lost to race conditions causing the status to become stuck in either “In Progress” or “Waiting” Note: There are other ways in which transcripts can become stuck with a status of "In Progress" or...

In Review ·Reported By 211 ·Updated 6 days ago

Embedded Service Snap-In button for offline support incorrectly displays agent available text

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

When no agents are available and a chat visitor clicks on the offline support chat button to submit an offline support form if, in a short timeframe they close the offline form window without submitting the form, the text on the minimized component incorrectly displays text as if agents are online. However,...

In Review ·Reported By 14 ·Updated 3 days ago

Capacity is not released when work has been transferred


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

In Review ·Reported By 22 ·Updated 4 days ago

Delay observed in work showing up in omni widget in some orgs

Live Agent , Omni-Channel

In certain orgs, there is a 5-7 second delay observed between the chat upsert and work showing up on omni widget.

In Review ·Reported By 7 ·Updated 5 days ago

Chats do not route with Skills-Based Routing Rules if the skills are configured as Additional Skills

Live Agent , Service Cloud Console , Omni-Channel

In Omni skill-based routing, if the additionals skills flag is enabled in the routing rule then the chats are not getting routed to agents.

In Review ·Reported By 3 ·Updated 5 days ago

Setting language in Embedded Service Deployment does not consistently translate chat labels properly

Live Agent , Omni-Channel

Setting the language for an embedded service deployment to non-English doesn't consistently translate labels in iOS browsers. Some of our documentation notes "To use translation, you must allow cookies for your browser. For example, enable “Allow third-party cookies” in Safari iOS.", but even with...

In Review ·Reported By 51 ·Updated 9 days ago

Omni-channel becomes unresponsive when agent quickly accepts or declines 5+ work items

Service , Omni-Channel

If an agent accepts or declines 5 or more work items in Omni-channel very quickly (for instance via auto-accept), the Omni client becomes unresponsive, not allowing the agent to change presence status and not releasing capacity when work tabs are closed.

In Review ·Reported By 35 ·Updated 10 days ago

Picklist fields in prechat or offline support forms for embedded service having a subset of values not filtering correctly based on chosen record type

Service Cloud Console , Omni-Channel

Picklist fields on prechat or offline support forms that have only a subset of values associated with the relevant record type of the record are not filtered correctly when shown on the form. The form instead will show all values for that picklist field.

In Review ·Reported By 16 ·Updated 10 days ago

Error 'Deploy Terminated' when you deploy a change set that contains more than 18 queues

Change Sets , Omni-Channel

- When customer deploy updating more than 18 Omni queues in a bulk update, a gack is thrown, preventing the update. - Customer validation passes but deploy fails with error stack trace error code: 1792645791

In Review ·Reported By 7 ·Updated 10 days ago

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