Salesforce Known Issues
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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 135 ·Updated Yesterday

Omni-Channel widget stuck at 'Logging in' when agents are going online

Service Cloud Console , Lightning , Omni-Channel

Some Salesforce Orgs may find that agents can attempt to go online via an available status but the omni widget is stuck at 'logging in' but never connects.

In Review ·Reported By 15 ·Updated Yesterday

Messaging User Related List on Person Account Record not displaying data in Lightning Experience

Service , Messaging , Service Cloud Console , Lightning , Omni-Channel

The Messaging User Related List can show data that can be attached to another record via a related list. Currently if a Messaging User Related List is added to a person account record, the data will display in Classic without issue but will not display in Lightning Experience

No Fix ·Reported By 4 ·Updated Yesterday

Related records are not created from Embedded Service when a visitor opens a second chat tab

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

In some scenarios, when a chat visitor starts a chat and then opens a duplicate chat using the same URL as the page that contains the original tab, the starting the second new chat by the visitor will lead to pre-chat details being nullified and, any subsequent records such as cases or contacts that...

Scheduled - Winter '21 Patch 7.0 ·Reported By 4 ·Updated Yesterday

Chat Transcript stuck in a status of "In Progress"

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

If in-line editing is available in a transcript list view that contains the Status field, users can change the status of transcripts to In Progress directly, or may indirectly change it if the list view contains outdated data for the status field of an ended chat and the user is editing a different field....

In Review ·Reported By 13 ·Updated 3 days ago

Deactivated Salutation picklist values can copy to records during edit within a Lightning Console

Platform , User Interface , Service Cloud Console , Lightning

In a Lightning Console application, if there are two different record tabs open for an object that contains the standard Name field with Salutation such as Contacts, and if one of the contact records has a salutation value that has been deactivated while the other record contains no value for the salutation,...

No Fix ·Reported By 4 ·Updated 3 days ago

Unable to map field values to skills during Attribute Setup for Skills-Based Routing

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

During the mapping fields portion of the Attribute Setup for Skill-Based Routing process, if a field with a Data Type of Reference is selected to be mapped to an attribute, and there are a large volume of records for the object being referenced, the ability to select Field Values, Skills, Skill Level...

In Review ·Reported By 3 ·Updated 3 days ago

In Console App, Lightning component do not reinitialise the component for subsequent loads. Work ID

Apex , Performance , Platform , Service Cloud Console , Lightning

If a lightning component is loaded the first time, the init method is called and executed as expected. But subsequent loads (with different URL) do not reinitialise the component at all and the init method does not fire. This is specific to console App.

In Review ·Reported By 1 ·Updated 3 days ago

Tab labels on a Lightning Record Page are extending beyond the Tabs component within a Lightning Console Application

Platform , Service Cloud Console , Lightning

In a Lightning Console application, an object that contains the standard Tabs component on the Lightning Record Page layout can result in the tab names extending beyond the Tabs component. This occurs when one object is configured in the console to have related objects open as a subtab of another...

In Review ·Reported By 1 ·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 69 ·Updated 5 days ago

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