Known Issues · Service Cloud Console

Snap-Ins Prechat sending out Case Assignment Emails to Chat Agents

Live Agent , Service Cloud Console

When you utilize the standard pre-chat form for the case object for Snap-Ins, your agents may receive emails stating that a case has been assigned to them when they take a new chat. All of the proper measures will be taken in the org to not receive the emails, but they will still persist.

In Review ·Reported By 71 ·Updated 2 days ago

Macro using 'Apply Email Template' shows "The instruction isn't available." when a custom Email Quick Action API name is "Email"

Service , Service Cloud Console

In Classic, immediately after Saving a newly created Macro comprised of a Select Email Action, the instruction to ‘Apply Email Template’ reverts to ‘The instruction isn't available’. Subsequently attempting to Run the macro results in an error: 'There was an error running the Macro. Take a look...

In Review ·Reported By 21 ·Updated Yesterday

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 35 ·Updated 3 days ago

Read-only profile with Send Email perm gets permission error, but email still sent

Service , Service Cloud Console

When a user has a read-only profile with "Send Email" Permission opens up a case and sends an email via the case feed, the system shows an error prompt "You don't have permission to do this.", but still sends the email.

In Review ·Reported By 12 ·Updated 2 days ago

Omni Supervisor displaying duplicate declined transferred-to-user chats

Service Cloud Console , Omni-Channel

Agents who use the transfer to agent feature for Live Agent/Omni-Channel Chats will notice that if the transfer times out and is returned to them, then duplicate entries will show in the Omni Supervisor Panel. No actual duplicate chats are created from this event as it is isolated to the Omni Supervisor...

Scheduled - Spring '20 ·Reported By 4 ·Updated Yesterday

Intermittently, agents are seeing 'At Capacity' message displayed on Omni-Channel widget when they are truly not at capacity.

Service , Service Cloud Console

Intermittently, agents are seeing 'At Capacity' message displayed on Omni widget when they have available capacity.

In Review ·Reported By 4 ·Updated Yesterday

Classic Bulk Macros Fail if macro targets quick action containing read only fields

Platform , Service , Service Cloud Console

When a user runs a bulk macro in classic, they can run a macro on multiple records. If the quick action targeted by the macro contains a read only field, the macro will fail on said instructions, even if none of the instructions target the read only field. (If the user removes the read only field from...

In Review ·Reported By 2 ·Updated Yesterday

Chat details tab shows zero linked entity during chat transfer scenario when case is not created via prechat API

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

This issue surfaced during the agent to agent transfer 1) when a chat is transferred from bot to agent to another agent a.the parent case is created using a Bot action

No Fix ·Reported By 1 ·Updated Yesterday

Internal Server Error (-916964786) when Case Email Quick Action has fields set to Read-Only on the Quick Action layout.

Chatter , Service , User Interface , Service Cloud Console , Lightning

In Lightning Experience, an Internal Server Error (-916964786) occurs for non-Admin users when accessing a Case Send Email Quick Action which has fields set to Read Only on the Quick Action layout.

In Review ·Reported By 1 ·Updated Yesterday

Unable to search properly with lookup search at sidebar in Salesforce Classic console.

Search , Service Cloud Console

- Unable to search properly when filtering the words that include "+" character, such as "abc+++d". It's replaced to space, "abc d". - This issue occurs in Salesforce Classic Console.

Scheduled - Spring '20 ·Reported By 0 ·Updated Yesterday

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