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 268 ·Updated 2 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 93 ·Updated 4 days ago

Intermittently, Messaging Session record creation fails to save when a triggered via Process Builder or Flow.

Service , Metadata , Service Cloud Console , Flow , Process Builder , LiveMessage , Omni-Channel

Intermittently, Messaging Session record creation fails to save when a triggered via Process Builder or Flow using the 'MessagingNotification' action

In Review ·Reported By 20 ·Updated 2 days ago

Macro fails when performing email action with template including any Recipient.* handlebar merge field

Service , Service Cloud Console

Macro fails when performing email action with template including any Recipient.* handlebar merge field

In Review ·Reported By 15 ·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 11 ·Updated 2 days ago

Draft Email second save fails if Validated From Address field changes

Activities , Platform , Service Cloud Console , Lightning

Draft Email second save fails if Validated From Address field changes

In Review ·Reported By 10 ·Updated 2 days ago

Channel menu items cannot be reordered

Live Agent , Service Cloud Console

Customers are referring to the following doc and want to reorder the menu items in their community https://developer.salesforce.com/docs/atlas.en-us.snapins_web_dev.meta/snapins_web_dev/embedded_channel_menu_reordering.htm ACTUAL RESULT Items are not reordering as they have defined in their...

In Review ·Reported By 1 ·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 67 ·Updated 5 days ago

Einstein bot returns a system error when the input contains "Through [Any number] " is entered as Utterance

Live Agent , Service Cloud Console , Einstein Bots

Einstein bot returns a system error when the string “ THROUGH [any number]" is entered as Utterance. In Event Log, following error is displayed. Exception when getting ELU insights: java.time.format.DateTimeParseException: Text '' could not be parsed at index 0 . This is because the Bot detects ...

In Review ·Reported By 5 ·Updated 4 days ago

OldMyDomainURL console page redirecting to servicedesk page instead of console page

Service Cloud Console

OldMyDomainURL/console page redirecting to NewMyDomainURL/ui/support/servicedesk/ServiceDeskPage instead of NewMyDomainURL/console. Due to which, the visual force pages or aura pages after redirection shows invalid url error. This scenario is observed when the new myDomain URL is enhanced domains with...

In Review ·Reported By 1 ·Updated 4 days ago

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