Known Issues · Service
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 246 ·Updated 6 days ago
Unexpected Milestone Violation with Simultaneous Completion Date and Unchecking 'Stopped'
Milestone Violation occurs on a 'Stopped' Case Milestone when the 'Stopped' field is unchecked upon Case Closure while simultanously populating CaseMilestone CompletionDate.
In Review ·Reported By 27 ·Updated Yesterday
Entitlements Sample data being created in Spring '21 orgs
Service , Salesforce DX , Spring 21
Scratch Orgs created with Spring '21 release with "hasSampleData": false, will have the following sample data: an Entitlement record called "Sample Entitlement", which is associated with an Account called "Sample Account for Entitlements". It gets added as part of the Spring '21 feature https://help.salesforce.com/articleView?id=release-notes.rn_service_case_management_entitlements.htm&release=230&type=5...
In Review ·Reported By 18 ·Updated Yesterday
Notification sent to Case Contact when Cases are merged in LEX
Merging cases in LEX adds a private case comment. When "Enable Case Comment Notification to Contacts" is on in Support Settings, the Case Contact receives notification of that case comment. Expected Result: Since the comment being added is private by default we should not be sending this...
In Review ·Reported By 18 ·Updated 2 days ago
Service , Platform Encryption , Lightning
The following error is thrown in Lightning when looking up email addresses from Email Action 'To' field and selecting Account Contacts when Platform Encryption is enabled on Email field in contacts. "Unfortunately, there was a problem. Please try again. If the problem continues, get in touch with...
In Review ·Reported By 5 ·Updated Yesterday
Channel Menu chats do not persist moving between custom domain and force.com domain
As a result of using the Experience Site domain instead of service.force.com, customers are unable to configure session continuity for Embedded Chat within Channel Menu between external domain pages hosting Channel Menu deployments and Experience Cloud pages. This applies even with the same storageD...
In Review ·Reported By 0 ·Updated 2 days ago
Lightning Knowledge Migration Tool would merge multiple article types to one record type
Service , Knowledge , Lightning
When the classic Knowledge contains 37 or more Article types, Lightning Knowledge Migration Tool considers articles with prefixes KA(A-Z) and KA(a-z) as same and maps to same record type. i.e., KAA and KAa records mapped to one record type ; KAB and KAb records are mapped to another record type. Ideally...
In Review ·Reported By 0 ·Updated 2 days ago
Service , Service Cloud Console , Lightning , Omni-Channel
Tabs will open on browser refresh for open status-based capacity work regardless of whether tabs were open for those work items before refresh
In Review ·Reported By 10 ·Updated 3 days ago
Cannot save Case created via Email-to-case in Lightning if Case Source field is Editable
Service , User Interface , Lightning
If the "Case Source" field is Editable on the Case Page Layout, in Lightning Experience the end User will receive "Review the following errors" if the Source is populated with an Email Message record.
In Review ·Reported By 158 ·Updated 6 days ago
Omni-channel becomes unresponsive when agent quickly accepts or declines 5+ work items
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 36 ·Updated 6 days ago
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