Known Issues · Service Cloud Console
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 55 ·Updated 2 days ago
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.
No Fix ·Reported By 4 ·Updated Yesterday
New!Messaging In-App and Web showing incorrect Messaging Session Status
Service , Messaging , Service Cloud Console , Omni-Channel
Messaging In-App and Web showing incorrect Messaging Session Status
In Review ·Reported By 1 ·Updated Today
New!Related record field of Voice Call object does not update during Case merge
Service , Service Cloud Console
When using Service Cloud Voice, the Related Record field of the Voice Call object does not update during case merge and instead becomes blank.
In Review ·Reported By 0 ·Updated Today
Live Agent , Messaging , Service Cloud Console , LiveMessage , Einstein Bots
Queue position is not available in the Chat Transcript Events for chats transferred from bot to agent
In Review ·Reported By 0 ·Updated 2 days ago
User Interface , Service Cloud Console , Lightning
In Lightning Experience, when a Milestone has a time to complete (5 minutes for example) and, if before the 5 minutes is hit, the related Entitlement has the "Stopped" checkbox checked (either manually or via automation) and then is marked as Completed while still stopped then the Milestone Component...
No Fix ·Reported By 4 ·Updated 3 days ago
Strategy Flow is called too many times when updating data on a record page in the Service Console
When multiple case tabs are opened in service console and if we update any field on a single case, the "Recommendation Strategy" flow runs for all open Cases in the tabs causing the recommendations recalculation to be done in the same transaction. The Strategy should only be refreshed for the record...
No Fix ·Reported By 5 ·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 129 ·Updated 7 days ago
[MIAW] Client chat window zoom inconsistency in mobile web
API , AppExchange , Service , Messaging , Service Cloud Console
When an end-user sends a message to an agent the chat window on mobile web zooms automatically so that the attach button is no longer in the window field. If an agent responds, it remains zoomed in which also knocks some important agent iconography from being seen. After the user sends a message (in...
In Review ·Reported By 2 ·Updated 9 days ago
MIAW channel does not create a new session for a logged in user in the same device.
API , AppExchange , Service , Messaging , Service Cloud Console
When we log in to the MIAW as User1 and raise a chat, later, without ending the chat and logout of the app. If we try to log in as User2, we're still able to see the previous user: User1 conversation. Also, it is being continued in the same messaging session.
Fixed - Spring '23 Patch 5.0 ·Reported By 0 ·Updated 10 days ago
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