Salesforce Known Issues

Known Issues · Omni-Channel

On cascade delete of AgentWork, there is no notification/event generated via streaming api

Omni-Channel

On cascade delete of AgentWork, there is no notification/event generated via streaming api.

In Review ·Reported By 4 ·Updated 2 days ago

Snap in chat code fails validation when using Validator.w3.org

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

When we enable snaps-ins in an org and add the snap-ins to a lightning community and then validate the HTML after parsing the Js in the Validator.w3.org we see errors.

In Review ·Reported By 0 ·Updated 4 days ago

When a custom VF page is opened as a subtab of an Omni routed case, closing that subtab frees up agent capacity and routed new work to the agent

API , Omni-Channel

When a custom VF page is linked to a custom button on a case layout page, and it opened on an omni routed case as a subtab in the console, then closing it has the same behavior as a closing the work tab, as it frees up agent capacity and assigns new work to the agent.

Fixed - Spring '19 Patch 9.0 ·Reported By 3 ·Updated 7 days ago

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 13 ·Updated 13 days ago

The compact layout used by the Omni Widget and Omni Supervisor shows the API Names of picklist values instead of the Label

Live Agent , Omni-Channel

If a picklist field is set into the compact layout of an object that Omni routes, it will show the API names of its values in the Omni Widget and Omni Supervisor

Fixed - Spring '19 ·Reported By 4 ·Updated 15 days ago

PendingServiceRouting is getting deleted when the case owner changed from user to queue & SBR is enabled

Omni-Channel

PendingServiceRouting is getting deleted when the case owner changed from user to queue & SBR is enabled

Scheduled - Summer '19 ·Reported By 20 ·Updated 16 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...

In Review ·Reported By 3 ·Updated 17 days ago

Snap-Ins not working for Developer Orgs with Namespaces

Live Agent , Communities , Omni-Channel

When creating a Developer Org and including a Namespace for this org, Snap-Ins will not work even if the configurations are set up properly.

In Review ·Reported By 3 ·Updated 27 days ago

Agents that auto-accept work after coming online in Omni and quickly toggle between offline and online again will be disconnected soon after

Omni-Channel

If an agent auto-accepts Omni work soon after coming online, then goes offline quickly, then back online, auto-accepting another work item, will lead to disconnection error in Omni. This affects both classic and LEX consoles.

Fixed ·Reported By 18 ·Updated 2019-01-22

Connection Errors in Omni-Channel when Auto-Accept and Auto-Greetings are Enabled

Live Agent , Omni-Channel

When LiveAgent is configured to auto-accept with auto-greetings enabled, chats may intermittently disconnect at the beginning of the chat session.

Fixed ·Reported By 5 ·Updated 2019-01-22

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