Salesforce Known Issues
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Known Issues · Service Cloud Console

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 44 ·Updated 2 days ago

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

Slow performance on service console when multiple tabs/subtabs are opened

Service Cloud Console

Opening multiple tabs, each having multiple subtabs open, causes page unresponsive error popup in Chrome Browser while using Salesforce lightning.

In Review ·Reported By 6 ·Updated Yesterday

Active Time displaying as null within reports if agents log into Omni-Channel from another browser window

Service Cloud Console , Omni-Channel

When agents open a second browser by either duplicating their window or opening another window and signing into Omni-Channel while working on a work item, the active time will display as null for that work item via reporting.

In Review ·Reported By 2 ·Updated 2 days ago

Einstein Case Wrap-Up exceptions occur for non-admins

Service Cloud Console , Einstein Platform Services , Summer 21

When non-admin users attempt to activate Einstein Case Wrap-Up, they may see an error message on the component that reads "Something went wrong. Refresh the page or contact your Admin for assistance" An exception is generated with the following message: "No such column 'AiRecordInsightId' on entity...

Fixed ·Reported By 1 ·Updated 2 days ago

Console tabs will open on browser refresh for open status-based capacity work regardless of whether tabs were open for those work items before refresh

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

Omni Supervisor becoming unresponsive and leading to browser freezing when viewing and filtering skills backlog

Service Cloud Console , Omni-Channel , Spring 20

Sorting through skills via the Omni Supervisor may lead to browser freezing and/or crashing if there are a considerable amount of items for the skills backlog.

In Review ·Reported By 9 ·Updated 6 days ago

Duplicate Rules causing records to not create via Snap-Ins even when they are set up to allow duplicate record creation

Service Cloud Console , Omni-Channel

Duplicate Rules that are set up to allow duplicate record creation are causing issues with Snap-Ins Prechat that is supposed to create records. Intermittently these records will not create in their org.

In Review ·Reported By 18 ·Updated 7 days ago

Conversation Log doesn't scroll to the bottom when new messages arrive if the console chat tab isn't focused

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

If a Conversation Log is already scrolled to the bottom, but isn't focused when new chat messages arrive, it will not scroll as expected. Returning focus to the tab, you'll see the log hasn't scroll at all and you must scroll down to see the new messages.

In Review ·Reported By 5 ·Updated 7 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 90 ·Updated 8 days ago

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