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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 326 ·Updated 4 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 114 ·Updated Yesterday

Defined Capacity for offline user is gabbed from the default presence configuration

Service Cloud Console

Defined capacity info for offline users in Omni Supervisor can be grabbed from the the Default Presence Configuration even if an agent's profile is assigned to another configuration

In Review ·Reported By 3 ·Updated 2 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 122 ·Updated 9 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 42 ·Updated 9 days ago

The system message is not showing on the Omni Supervisor monitor window when the chat ended due to idle time out

Live Agent , Service Cloud Console , Omni-Channel , Spring 22

The system message "Chat ended by Visitor • HH:MM:SS" is not showing on the Omni Supervisor monitor window when the chat ended due to idle time out. In that case, the customer is able to Whisper. Actual Result When the customer clicks on the monitor after the chat is disconnected, not showing system...

In Review ·Reported By 0 ·Updated 9 days ago

When user navigates to file preview via URL in Console Layout user is redirected to previously visited page such as home, account etc.

Service Cloud Console , Lightning

When the user navigates to file preview via URL in Console Layout user is redirected to a previously visited page such as home, account etc. EXPECTED BEHAVIOR: File Preview should be visible to the user when redirecting via URL. ACTUAL BEHAVIOR: File Preview is not visible via redirecting...

In Review ·Reported By 0 ·Updated 10 days ago

In status-based capacity, IdleDuration equals StatusDuration even when items have been assigned to the agent

Service , Service Cloud Console

In status-based capacity, if an agent starts an online status, and existing work items that are open consume 100% of capacity, then the IdleDuration value equals the StatusDuration value on the UserServicePresence record.

In Review ·Reported By 4 ·Updated 12 days ago

Conference button should not displayed when skill based routing from an omni channel flow.

Live Agent , Service Cloud Console , Omni-Channel

For Omni Channel Flow when skill-based routing is configured conference is not supported, but the conference button is still displayed in live chat page. It should not rendered in this case.

In Review ·Reported By 1 ·Updated 17 days ago

Auto-greeting shows in conferences even though “Disable Auto Greeting on Transfer/Conference” checkbox is selected

Live Agent , Service Cloud Console , Omni-Channel , Spring 22

Auto-greeting shows in conferences even though “Disable Auto Greeting on Transfer/Conference” checkbox is selected. Actual Result Auto-greeting shows in conferences even though “Disable Auto Greeting on Transfer/Conference” checkbox is selected. Expected Result Auto-greeting does not show in...

In Review ·Reported By 2 ·Updated 20 days ago

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