Salesforce Known Issues

Known Issues · Service Cloud Console

“Email Article as a PDF” or “Attach and Share Article Link” do not function in KB Article Sidebar in Console

Knowledge , Service Cloud Console

The “Email Article as a PDF” or “Attach and Share Article Link” do not function in KB Sidebar component in Console

In Review ·Reported By 138 ·Updated 4 days ago

Lightning console workspace tabs disappear in Chrome 80 and Edge Chromium

Service Cloud Console , Lightning

In the console navigation style, the console’s state is auto-saved every 60 seconds, or when a user closes or navigates away from the page. The console’s state includes opened tabs, closed tabs, tab order, and tab customization. In Chrome version 80+ and in Edge Chromium, any console changes newer...

In Review ·Reported By 63 ·Updated Today

Error message 'We can’t execute the API because the parent record isn’t selected' while clicking on Reply/Reply All/Forward under Case Feed.

Activities , Platform , Service , Email Clients , Service Cloud Console

In the console app,The error message 'We can’t execute the API because the parent record isn’t selected' is observed on clicking on Reply/Reply All/Forward under Case Feed.

In Review ·Reported By 4 ·Updated Today

Chat button takes longer than normal to load

Live Agent , Service Cloud Console

You may notice that your chat button takes very long to load (sometimes around a minute) even when agents are online. This only affects the loading of the button. Chats will go through without any latency. Typically if your website has a different endpoint code than what your org is showing, it...

In Review ·Reported By 43 ·Updated 4 days ago

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”

In Review ·Reported By 63 ·Updated 5 days ago

Case Merge related list throwing error -745452344

Service , Service Cloud Console , Lightning , Spring 20

In the Spring 20, Organizations can choose to setup Merge Cases to "keep duplicate cases after merge (recommended)". There is also a new related list for Merged Cases. We are finding that if users do not have the 'View all Data' system permission they receive an error instead of the related list...

In Review ·Reported By 12 ·Updated 6 days ago

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 5 ·Updated 7 days ago

Error "The email publisher is unavailable..." when clicking insert article to email action from caseArticle related list in case

Knowledge , Service Cloud Console

In Lightning console, you receive Error - "The email publisher is unavailable. Contact your admin to enable the email publisher." when user clicks "Insert article to Email" action from CaseArticle related list in case.

In Review ·Reported By 43 ·Updated 9 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 32 ·Updated 10 days ago

Refreshing an active embedded service chat will throw an aura error and will be stuck loading for end users

Service , Service Cloud Console , Omni-Channel

Chat end users may run into an error if they are engaged in an active chat within an embedded service widget and the browser window/tab is refreshed.

In Review ·Reported By 0 ·Updated 10 days ago

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