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Known Issues · Service Cloud Console

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 4 days ago

Error "The email publisher is unavailable..." when clicking insert article to email action from caseArticle related list in case

Knowledge , Service Cloud Console

In Lightning console, you receive Error - "The email publisher is unavailable. Contact your admin to enable the email publisher." when user clicks "Insert article to Email" action from CaseArticle related list in case.

In Review ·Reported By 95 ·Updated 2 days ago

Email Message FeedItem Inline Images show as Broken after My Domain is deployed

Content and Files , Service , Service Cloud Console

Preview image no longer loads in email feed items in Service Console as well as images are broken when attempting to load the images separately. This occurs post deployment of the My Domain.

In Review ·Reported By 57 ·Updated Today

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 Yesterday

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 3 days ago

State & Country Picklists Do Not Get Populated When Specified as a Quick Action Predefined Value

Platform , Service Cloud Console

With State and Country Picklists Enabled, if a quick action is created with a predefined value specified for a state/country field, and that field is on the quick action layout, then the picklists do not get populated correctly when using the quick action. Any additional pedefined field values specified...

In Review ·Reported By 86 ·Updated 6 days ago

Internal Server Error in Macro Builder When Setting Assigned To on Task to "Queue"

Platform , Service Cloud Console , Lightning

While building a macro in lightning macro builder on Case which leverages the "New Task" action, When setting the "Assigned To" field on the task, there is the option to set it to a queue. Attempting to do this, however, results in an internal server error.

In Review ·Reported By 29 ·Updated 7 days ago

Sorting Knowledge articles by Best Rating may produce incorrect sort order when there are one or more articles without votes

Search , Knowledge , User Interface , Service Cloud Console

Some customers may have observed that the "Best Rating" sort by option for Knowledge articles may produce an incorrect sorting order when there are one or more articles which have no votes.

In Review ·Reported By 17 ·Updated 8 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 8 days ago

Read-only profile with Send Email perm gets permission error, but email still sent

Service , Service Cloud Console

When a user has a read-only profile with "Send Email" Permission opens up a case and sends an email via the case feed, the system shows an error prompt "You don't have permission to do this.", but still sends the email.

No Fix ·Reported By 16 ·Updated 8 days ago

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