Loading

Skill-Based PSR created in after insert context is not deleted when the case(created against chat) owner changes to agent who accepts the chat.

Udgivelsesdato: Jun 29, 2023
Beskrivelse

We can configure Embedded Service Deployment to have a case created for a chat session. By default, we know the case gets assigned to the agent who picks up the chat. 

Under certain situations (as one described below), we have observed that the Pending Service Routing(PSR) corresponding to the case is not deleted when its owner changes to an agent.

- Configure an Embedded Service Deployment that also creates a case
- Create a flow on case to create a skill-based PSR in the after-insert context
- Observe that when the chat is picked by the agent and the case ownership changes to the agent who has picked the chat, the Skill-Based PSR created against the case is not deleted. 

Note

If we manually change the ownership of this case from a queue/user to another user, the PSR is deleted. It is only when the ownership is changed when the agent accepts the chat, we notice the PSR remains in the system.

Løsning
The scenario is working as expected. The PSR is being created in a custom way while the standard Salesforce automation is changing the ownership of the Case to the agent that accepted the Chat.

Note: The logic triggered from the insert events of the Case and from the update events due to the change of ownership by the standard automation may appear in the same debug log, even though they are separate transactions occurring almost simultaneously.
Vidensartikelnummer

000395727

 
Indlæser
Salesforce Help | Article