Salesforce Known Issues
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Known Issues · Omni-Channel

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 55 ·Updated 2 days ago

Messaging sessions are intermittently not routing through Omni-Channel

Messaging , LiveMessage , Omni-Channel

When a customer sends in a message that is sent to a queue that routes through Omni-channel, the message is not routed through omni although the messaging session is created. This issue can be intermittent

In Review ·Reported By 62 ·Updated 3 days ago

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 32 ·Updated Today

Omni supervisor agent timeline doesn't show agent statuses or work that ended on the selected date if they started on the previous day.

Omni-Channel

SUMMARY: Omni supervisor agent timeline doesn't show agent statuses or work that ended on the selected date if they started on the previous day - Actual Result Statuses and work that started the previous day but end on the current day are not shown - Expected Result. Statuses and work that started...

No Fix ·Reported By 6 ·Updated Yesterday

Agent Presence Status not syncing with Amazon connect

Omni-Channel , Service Cloud Voice

Available agents are not appearing inside the Agents(Available) filter inside the Omni widget when the "Add Caller" button is being used. When an agent is trying to check for the available agent the agent is available in Omni, but not available in Agents(Available)tab

Scheduled - Summer '23 ·Reported By 12 ·Updated 2 days ago

URL in email split and rendered as a rich link.

Live Agent , Messaging , Omni-Channel

Email when present along with a long text results in the text being escaped and only the email being sent

Scheduled - Summer '23 ·Reported By 3 ·Updated Yesterday

Size of Agent Timeline in Omni Supervisor is incorrectly calculating for Auto Zoom

Omni-Channel

Size of Agent Timeline in Omni Supervisor is incorrectly calculated for Auto Zoom. Auto Zoom is meant to fit the contents of the timeline into the screen without requiring scrolling. But no matter how many hours you choose, if your window isn't very big it requires scrolling. Furthermore, sometimes...

No Fix ·Reported By 3 ·Updated Yesterday

New!Messaging In-App and Web showing incorrect Messaging Session Status

Service , Messaging , Service Cloud Console , Omni-Channel

Messaging In-App and Web showing incorrect Messaging Session Status

In Review ·Reported By 1 ·Updated Today

Sorry to interrupt error ID -1820002364 thrown when switching apps which contains OMNI utility component in Lightning using Firefox browser

Omni-Channel

When switching between different apps which contains OMNI utility component in Lightning from the App Launcher, an error is thrown for a couple of seconds then disappears in firefox browser.

No Fix ·Reported By 2 ·Updated Yesterday

Voice "Favorites" not rendering for AddCaller button

Omni-Channel , Service Cloud Voice

It has been observed that the favorites list is not displaying correctly for AddCaller. The list is saved, however on fresh login or after refreshing the page this may not populate.

In Review ·Reported By 1 ·Updated 2 days ago

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