Feature Degradation

We’re investigating the cause of the issue. We will provide an update in 60 minutes or sooner if we have more information.

We are currently testing a rollback of the recent change on the AUS92 instance to determine if it will resolve the customer impact. We are also working on a long-term fix that will be released off-cycle.

We’ll provide an update in 60 minutes or sooner if additional information becomes available.

We have identified a recent change that may have triggered this issue and are actively exploring multiple strategies to mitigate the impact and restore services as quickly as possible.

We’ll provide an update in 60 minutes or sooner if additional information becomes available.

AP47 was inadvertently listed as being impacted by this issue. We can confirm that there is no impact on Agentforce for customers in AP47 at this time, and we will remove this instance from future communications. Apologies for any concern caused by this false-positive notification.

Upon further investigation, we have determined that the start time of impact is different than initially understood. We have revised the start time of the Trust post to April 04 at 16:40 UTC to more accurately reflect the time customers may have begun to experience impact. We apologize for any confusion caused by this.

We’re continuing to investigate the trigger and we’ll provide an update in 30 minutes or sooner if additional information becomes available.

A subset of customer Agentforce conversations may not be getting escalated to a human agent when required. We are investigating the issue, and in the meantime, we recommend customers remove the Custom Escalation Topic from the agent and use the Standard Escalation Topic using the following guidance:

1 - If your agent is active, deactivate it.
2 - From the left rail, select Topics.
3 - Click on the drop-down for the specific topic and click on remove
4 - Once removed, click New, and then select Add from Asset Library.
5 - Select one or more standard topics to add to your agent, then click Finish.
6 - Save your changes. Your changes apply only to this agent.
7 - The topics you’ve added are assigned to your agent and visible on the Topics panel in Agentforce Builder.
8 - To test your new topic, restart the preview conversation to apply your changes.

We’ll provide an update in 30 minutes or sooner if additional information becomes available.