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Details to provide Support for Chat issues

Publiseringsdato: Sep 27, 2023
Beskrivelse
Chat can be a complex product to debug and diagnose. When you run into a Chat issue, it can generally be broken down into 1 of 3 areas:
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With that in mind, if a case with Support is needed to help investigate an issue with Chat, Salesforce has created a form to collect useful information and help speed up the investigation and reach a solution. Please review the form options below and choose the form that best fits the scenario. When submitting a Case to Salesforce Support, attach the completed form to the Case for the Case Owner to review. 

General product question examples:
How do I associate Agents to a Chat button? 
How do I add Chat to my Console app? 
How do I enable Chat for my Users? 

Configuration issue examples: 
Why can't my Agents transfer chats? 
Why aren't chats routing to my Agents? 
Why don't I see the Chat widget in my Console? 
 
Performance/Network issue examples: 
Why do my Agents get a "Connection error" in the Chat widget?
Why is there a delay in accepting/responding to chats? 
Why is Chat causing my browser to freeze/crash?
 
Preliminary information you can have your Agents provide:
Incident Details
Please be as detailed as possible.  The more you tell us, the better we can help you!
Date of Incident (MM/DD/YYYY):
Start Time (Hr/ Min/ AM/PM):
Timezone:
Impacted Live Chat Transcript IDs:
Affected Agent's User ID:
External IP address (you can find this quickly by searching "What's my IP" in Google):
Browser type and version: 
Is Browser 32 or 64 bit? (Recommended is the latest version of Chrome 64 bit)
Operating System:
Operating System 32 or 64 bit?
Total memory on workstation (Should be at least 8+ GB RAM):
Provide browser Console logs and HAR logs
Description of issue:
Steps to reproduce the issue:
Is this reproducible in Sandbox? If so, provide the Sandbox ID. 
Screenshots, video recording, error messages, etc. Please link to any details you can capture (For example, a video capture that shows network slowness in real time can be useful. When you open a Support case, please attach this info to the case):
What percent of Agents are impacted? What percent of Chats are impacted? 


Troubleshooting
Try replicating the issue on a different browser type. Did you get the same results?
Are there any errors showing? Please provide the verbiage for those errors
Do you notice any performance degradation prior to the issue occurring? 
Does the event happen at a particular time of day or after a certain amount of time that the agents have been online?
What tabs/objects are opened automatically when a chat begins?
Do you have any Chat customization, including custom code for deployments or buttons, pre or post-chat, or a custom chat window?
Please ensure you have granted login access to Salesforce Support for both an affected Agent and as a System Administrator and notate this on the Salesforce Support case you submit. 
Knowledge-artikkelnummer

000382435

 
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Salesforce Help | Article