Salesforce Known Issues

Known Issues · Omni-Channel

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 1 ·Updated Yesterday

Omni-Channel not routing work items

Service Cloud Console , Omni-Channel

In very rare scenarios, customers may experience their Omni-Channel setup is not routing any work. All of the configurations will be set up correctly and no existing code/customizations will be impacting the setup as well. Please note that this is not a general issue and only impacts a very small...

In Review ·Reported By 19 ·Updated 4 days ago

ServiceResource/ServiceResourceSkill not seen on Classic setup tree if Field Service Lightning is disabled

Sales and Marketing , Field Service , Omni-Channel

The ServiceResource/ServiceResourceSkill objects are not seen on Classic setup tree if Field Service Lightning is disabled and Omni Skill-Based Routing is enabled.

Scheduled - Summer '19 Patch 2.0 ·Reported By 0 ·Updated 6 days ago

Chats being re-routed stop routing when the next Agent to be routed to is at full Capacity

Omni-Channel

When using Reroute Declined Request for Live Agent routed chats (checkbox on the Chat Button), the chat can go into limbo if you have two (or more) agents available, and the first agent declines an incoming chat and the chat then attempts to reroute, but the other receiving agent is already at capacity. What...

No Fix ·Reported By 3 ·Updated 7 days ago

Chats in Classic Console using Omni Skills Based Routing showing Internal Server Error

Service Cloud Console , Omni-Channel

While utilizing Omni Skills Based Routing in Classic Console, agents may find themselves seeing an internal server error occurring. The chat connects successfully but the agent cannot respond to the customer.

In Review ·Reported By 11 ·Updated 8 days ago

Declining many Omni work items simultaneously can break the Omni widget

Omni-Channel

When many Omni work items (15+) are simultaneously declined (typically due to push timeout), the Omni widget ceases functioning until the browser is refreshed. This issue is more prominent when there is an active trigger on AgentWork.

In Review ·Reported By 1 ·Updated 8 days ago

Omni Routed Chats with long messages will cause transferred chats to flicker if using left side alignment via your console

Service Cloud Console , Omni-Channel

Agents may see transfers come in that contain large messages that will cause their console to flicker/jump up and down, making it very difficult to actually accept the chat. This works if your console components are set to the left side alignment.

Scheduled - Summer '19 ·Reported By 7 ·Updated 10 days ago

Work items do not route when automation tries to access AgentWork.OriginalQueueId field

Service , Live Agent , Omni-Channel

Triggers, flows, and processes fail when the Automated Process user attempts to access AgentWork.OriginalQueueId field.

Scheduled - Summer '19 ·Reported By 5 ·Updated 10 days ago

Auto-Greeting intermittently not displaying when utilizing Chat in Lightning Console

Service Cloud Console , Lightning , Omni-Channel

Lightning Console chats my sometimes not display the auto greeting set up via configuration. This is due to a race condition where the auto-greeting is sending before the chat log has loaded, therefore it will not render correctly.

In Review ·Reported By 4 ·Updated 10 days ago

Queue Positions not showing after transferring Snap-Ins Chat from Bot to a Queue

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

When utilizing the Queue Position Feature of Snap-Ins and also using Bots in tandem, the Queue Position may not display when there is a transfer to an a Queue.

Scheduled - Summer '19 ·Reported By 4 ·Updated 10 days ago

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