Known Issues · Service Cloud 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
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
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
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
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
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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