Skip to content

@sfyz sfyz released this May 29, 2019

Release Notes: Embedded Service SDK for iOS

This release (SDK version 220.1.0) includes the following components:

  • Live Agent Chat version 3.2.0
  • Knowledge version 3.4.0
  • Case Management version 2.1.1
  • SOS version 3.10.0
  • ServiceCore version 4.1.2

To download the SDK, follow these installation instructions. For additional info about the SDK, check out the Service SDK Developer Center. Refer to the version release history to learn about past versions of the SDK.

Xcode Compatibility: We currently support development with Xcode 9 and 10. At this moment, you will not be able to use Xcode 11 (beta) to integrate the Service SDK into your application. We are working on compatibility with Xcode 11 and macOS Catalina.

Org Compatibility: Version 220 of the Embedded Service SDK was designed for the Summer ’19 version of Salesforce (release 220, API 46.0). Make sure that your production org is updated to Summer ’19 before using this SDK in your app.

Summary

This release fixes a few bugs and adds access to the session ID from the SCSChatSession object. For details, see Fixes and API Changes below.

Refer to the May 2019 Major Release for other updates to the SDK.

NOTE: If you are using Knowledge or Case Management with authenticated users, see the Upgrade Instructions below for an important update.

Fixes

  • Chat: You can now disable the queue position message using queueUpdatesEnabled on SCSChatConfiguration. To learn more, see Configure a Chat Session.
  • Chat: The picklist in the pre-chat form is now accessible when using a screen reader.

API Changes for Chat

This version of the SDK allows you to access the Session ID from the SCSChatSession object when listening for state changes with the SCSChatSessionDelegate object.

Sample Code:

class MyChatSessionDelegateImplementation: SCSChatSessionDelegate {

    func session(_ session: SCSChatSession!, didEnd endEvent: SCSChatSessionEndEvent!) {
        let sessionId = session.sessionId
        // TO DO: Store the session ID for later use
    }

    // ... Other delegate methods
}

To learn more about using this delegate, see Listen for State Changes.

Known Issues

  • Authenticated Knowledge and Case Management: An update to the Summer '19 version of Salesforce may cause features for authenticated users to fail when using the SDK. To remedy this problem, see the upgrade instructions below.
  • Chat: Case creation using the SCSPrechatEntity class does not work for Omni-Channel routing without a setup change to your org. Workaround: Raise a ticket with Salesforce.com to ensure that Omni-Channel is enabled to create a Case in your org. Note that Contact creation works fine with Omni-Channel, and Live Agent routing works correctly for both Cases and Contacts.
  • Case Management: If the "Edit Read Only Fields" permission is turned on in your org, a community user can see (and seemingly edit) read only fields when creating a case. Workaround: Turn off the "Edit Read Only Fields" permission so that read only fields are not shown when creating a case. See this Knowledge article for more information.
  • SOS: If agent availability returns an SOSAgentAvailabilityError (3003), there was an error while calling the agent availability REST API. This could mean that your SOS credentials are incorrect. Verify that your credentials are correct. This error can also be due to a network failure or that the pod server URL has changed. Check your org setup to see if the pod URL has changed. If it has, update your app accordingly. In some of these situations, SOS can still function normally even when receiving this error, so we recommend that you allow a customer to attempt an SOS session even with this error.

Upgrade Instructions When Using Authenticated Knowledge or Cases

An update to the Summer '19 version of Salesforce may cause authenticated Knowledge and authenticated Case Management to fail when using the SDK. To remedy this problem, update your community's profile to re-allow API access. From Setup in your org, enter "Profiles" in the Quick Find box, then select Profiles. Edit the profile for your community. Under Administrative Permissions, ensure that "API Enabled" is checked.

Assets 4

@sfyz sfyz released this May 8, 2019

Release Notes: Embedded Service SDK for iOS

This release (SDK version 220.0.0) includes the following components:

  • Live Agent Chat version 3.1.0
  • Knowledge version 3.4.0
  • Case Management version 2.1.1
  • SOS version 3.10.0
  • ServiceCore version 4.1.2

To download the SDK, follow these installation instructions. For additional info about the SDK, check out the Service SDK Developer Center. Refer to the version release history to learn about past versions of the SDK.

Xcode Compatibility: We currently support development with Xcode 9 and 10. At this moment, you will not be able to use Xcode 11 (beta) to integrate the Service SDK into your application. We are working on compatibility with Xcode 11 and macOS Catalina.

Org Compatibility: Version 220 of the Embedded Service SDK was designed for the Summer ’19 version of Salesforce (release 220, API 46.0). Make sure that your production org is updated to Summer ’19 before using this SDK in your app.

Summary

This release improves accessibility, adds support for right-to-left languages, and includes bug fixes.

NOTE: If you are using Knowledge or Case Management with authenticated users, see the Upgrade Instructions below for an important update.

New Features

  • This version of Chat includes accessibility enhancements for customers that use a screen reader. To learn more, see Accessibility for the Service SDK.
  • We now support right-to-left (RTL) languages such as Arabic and Hebrew.
  • SOS: Upgraded to OpenTok version 2.15.3.

API Changes

No API changes for this release.

Fixes

  • Fixed an issue where two colors (contrastTertiary and contrastQuaternary) were being created by combining two other colors. This was causing issues with some customers. Now contrastTertiary defaults to #BABABA and contrastQuaternary defaults to #F1F1F1, which is consistent with the Embedded Service SDK for Android. To learn more, see Customize Colors.
  • Changed the contrastSecondary color from #767676 to #6D6D6D to improve the contrast ratio for accessibility. To learn more, see Customize Colors.
  • Changed the color of the disabled send button to the contrastSecondary color.
  • Increased some of the touch sizes to make them more accessible.
  • Fixed UI issues to support right-to-left languages.
  • Fixed enums for better Swift compatibility.
  • Chat: Fixed an issue where chatbot messages would show up in the chat feed with a (null) label instead of the name of the chatbot.
  • Chat: Updated the input text placement string (ServiceCloud.Chat.Input.Placeholder) to 'Send a message…'. This value is still customizable. To learn more, see Customize Strings with the Service SDK.
  • Chat: Fixed the voice-over behavior, especially around the minimized view.
  • Chat: Fixed an issue where the chatbot window menu buttons were not selectable in voice-over mode.
  • Chat: Fixed an issue where the file transfer is still active even after the agent leaves the session.
  • Chat: Fixed a crash that could happen during the clean up of a logging session.
  • Chat: Fixed an issue where the quick reply buttons were not in the correct position when using right-to-left languages.
  • Chat: Added accessibility labels to the close and minimized buttons.
  • Knowledge: Fixed a condition where opening the Knowledge search screen could freeze the app.

Known Issues

  • Authenticated Knowledge and Case Management: An update to the Summer '19 version of Salesforce may cause features for authenticated users to fail when using the SDK. To remedy this problem, see the upgrade instructions below.
  • Chat: Case creation using the SCSPrechatEntity class does not work for Omni-Channel routing without a setup change to your org. Workaround: Raise a ticket with Salesforce.com to ensure that Omni-Channel is enabled to create a Case in your org. Note that Contact creation works fine with Omni-Channel, and Live Agent routing works correctly for both Cases and Contacts.
  • Case Management: If the "Edit Read Only Fields" permission is turned on in your org, a community user can see (and seemingly edit) read only fields when creating a case. Workaround: Turn off the "Edit Read Only Fields" permission so that read only fields are not shown when creating a case. See this Knowledge article for more information.
  • SOS: If agent availability returns an SOSAgentAvailabilityError (3003), there was an error while calling the agent availability REST API. This could mean that your SOS credentials are incorrect. Verify that your credentials are correct. This error can also be due to a network failure or that the pod server URL has changed. Check your org setup to see if the pod URL has changed. If it has, update your app accordingly. In some of these situations, SOS can still function normally even when receiving this error, so we recommend that you allow a customer to attempt an SOS session even with this error.

Upgrade Instructions When Using Authenticated Knowledge or Cases

An update to the Summer '19 version of Salesforce may cause authenticated Knowledge and authenticated Case Management to fail when using the SDK. To remedy this problem, update your community's profile to re-allow API access. From Setup in your org, enter "Profiles" in the Quick Find box, then select Profiles. Edit the profile for your community. Under Administrative Permissions, ensure that "API Enabled" is checked.

Assets 4

@sfyz sfyz released this Mar 5, 2019

Release Notes: Embedded Service SDK for iOS

This patch release (SDK version 218.0.1) includes the following components:

  • Knowledge version 3.3.1
  • Live Agent Chat version 3.0.0
  • Case Management version 2.1.0
  • SOS version 3.9.0
  • ServiceCore version 4.1.1

To download the SDK, follow these instructions. For additional info about the SDK, check out the Service SDK Developer Center. Refer to the version release history to learn about past versions of the SDK.

Summary

This patch release removes unused code that prevented submission to the App Store (unless you added info.plist items asking permission to use speech recognition and the microphone). You should now be able to submit your app without needing to add these info.plist items.

See the Feb 2019 Major Release for previous updates to the SDK.

Known Issues

  • Chat: Case creation using the SCSPrechatEntity class does not work for Omni-Channel routing without a setup change to your org. Workaround: Raise a ticket with Salesforce.com to ensure that Omni-Channel is enabled to create a Case in your org. Note that Contact creation works fine with Omni-Channel, and Live Agent routing works correctly for both Cases and Contacts.
  • Case Management: If the "Edit Read Only Fields" permission is turned on in your org, a community user can see (and seemingly edit) read only fields when creating a case. Workaround: Turn off the "Edit Read Only Fields" permission so that read only fields are not shown when creating a case. See this Knowledge article for more information.
  • SOS: If agent availability returns an SOSAgentAvailabilityError (3003), there was an error while calling the agent availability REST API. This could mean that your SOS credentials are incorrect. Verify that your credentials are correct. This error can also be due to a network failure or that the pod server URL has changed. Check your org setup to see if the pod URL has changed. If it has, update your app accordingly. In some of these situations, SOS can still function normally even when receiving this error, so we recommend that you allow a customer to attempt an SOS session even with this error.
Assets 4

@sfyz sfyz released this Feb 13, 2019

Release Notes: Embedded Service SDK for iOS

This release (SDK version 218.0.0) includes the following components:

  • Knowledge version 3.3.1
  • Live Agent Chat version 3.0.0
  • Case Management version 2.1.0
  • SOS version 3.9.0
  • ServiceCore version 4.1.0

To download the SDK, follow these installation instructions. For additional info about the SDK, check out the Service SDK Developer Center. Refer to the version release history to learn about past versions of the SDK.

NOTE: This release (218.0.0) will be the last major release supporting iOS 9. Beginning with the 220.0.0 release, we will require iOS 10 as a minimum.

Summary

This release supports knowledge article previews in chat sessions, provides more chat event notifications, and contains bug fixes and other enhancements to the SDK.

New Features

  • Chat: Now supports knowledge article previews in chat sessions when an agent sends a URL to a knowledge article from their community. To learn more, see Display Knowledge Article Previews in Chat.
    • Added support for showing knowledge article previews in chat sessions.
    • Added support for showing the knowledge article detail view in the app when a user clicks on an article preview.
    • Changed the loading of hyperlink previews from an external Safari browser to an internal Safari view controller.
  • Chat: Messages are a faded color until their delivery is confirmed.
  • Chat: From the minimized view, file transfer requests now count as an unread message.
  • Chat: Added agent name and message timestamp to last message of an incoming message grouping.
  • Chat: Improved Chat event handling. To learn more, see Build Your Own UI with the Chat Core API.
    • Chat: Added a parent class to all events called SCSChatEvent.
    • Chat: Added new events for when an agent leaves the conversation and when the delivery status of a message has changed.
  • Cases: Updated the image and text on the case submission success view.
  • SOS: Updated to the latest version of OpenTok: version 2.15.2.
  • Common: Improved iPad and iPhone landscape support.
  • Common: Added a banner to the Chat and Case message feed that displays when the internet connection is lost.

API Changes

Most of these changes relate to the chat event handling mechanism. To learn more about this topic, see Build Your Own UI with the Live Agent Core API.

Fixes

  • Added some missing accessibility labels in Chat and Common.
  • Chat: Fixed an issue which would result in empty bubbles when email addresses are sent by the agent.
  • Chat: Fixed an issue that could cause the following error when building your app: SCS_API_DEPRECATED_WITH_REPLACEMENT macro redefined.
  • Chat: Added a voice accessibility command to inform the user the agent has left the session.
  • Chat: Fixed an issue where the entire cell was selectable even the portions of the screen that did not contain any content.
  • Chat: Fixed an issue where the chat feed was frozen on iOS 11 devices when the quick reply button text is long.
  • Chat: Fixed a problem where agent avatars would disappear sporadically while scrolling the chat feed.
  • Chat: Fixed an issue which would result in a connecting to agent dialog after the transfer has failed.
  • Chat: Fixed an issue with message bubbles incorrectly sizing themselves when certain character sets are used.
  • Chat: Fixed an issue where unicode characters were not being displayed properly in the hyperlink preview cell.
  • Knowledge: Fixed a problem where changing the community URL following an app restart prevented the knowledge data from being loaded.
  • Knowledge: Fixed an issue where cached knowledge articles would not appear offline until the application was restarted.
  • Cases: Fixed an issue where users could not reply back on a case they created.
  • Cases: Fixed an issue where the user could not pull to refresh the case detail view.
  • Cases: Fixed a problem when loading the case detail contents for authenticated users (in the situation where the community URL is different than the user's authenticated instance URL).

Known Issues

  • When submitting an app to the App Store that uses version 218.0.0 of the SDK, your app will get rejected if you don’t add info.plist items asking permission to use speech recognition and the microphone. This occurs even if your app doesn’t use these features. We're currently working on a patch to address this issue.
  • Chat: Case creation using the SCSPrechatEntity class does not work for Omni-Channel routing without a setup change to your org. Workaround: Raise a ticket with Salesforce.com to ensure that Omni-Channel is enabled to create a Case in your org. Note that Contact creation works fine with Omni-Channel, and Live Agent routing works correctly for both Cases and Contacts.
  • Case Management: If the "Edit Read Only Fields" permission is turned on in your org, a community user can see (and seemingly edit) read only fields when creating a case. Workaround: Turn off the "Edit Read Only Fields" permission so that read only fields are not shown when creating a case. See this Knowledge article for more information.
  • SOS: If agent availability returns an SOSAgentAvailabilityError (3003), there was an error while calling the agent availability REST API. This could mean that your SOS credentials are incorrect. Verify that your credentials are correct. This error can also be due to a network failure or that the pod server URL has changed. Check your org setup to see if the pod URL has changed. If it has, update your app accordingly. In some of these situations, SOS can still function normally even when receiving this error, so we recommend that you allow a customer to attempt an SOS session even with this error.

Upgrade Instructions

Chat: If you implemented the SCSChatSessionDelegate class to track the session end event with a SCSChatSessionEndEvent object, you'll need to update your code. Specifically, the type property has been renamed to reason. For example...

Old code:

func session(_ session: SCSChatSession!, didEnd endEvent: SCSChatSessionEndEvent!) {

    switch endEvent.type { // <-- THIS LINE DOESN'T WORK IN LATEST RELEASE!!!
      case .agent:
        // Handle agent ended session reason
        break
      case .noAgentsAvailable:
        // Handle no agents reason
        break
      default:
        // Handle other reasons
        break
    }
}

Updated code:

func session(_ session: SCSChatSession!, didEnd endEvent: SCSChatSessionEndEvent!) {
    
    switch endEvent.reason { // <-- THIS LINE WORKS!!!
      case .agent:
        // Handle agent ended session reason
        break
      case .noAgentsAvailable:
        // Handle no agents reason
        break
      default:
        // Handle other reasons
        break
    }
}

The rest of your event-handling code should work properly.

Assets 4

@sfyz sfyz released this Dec 20, 2018

Service Cloud Snap-Ins for iOS Release Notes

This patch release (SDK version 216.0.1) applies to the following component versions:

  • Knowledge version 3.3.0
  • Live Agent Chat version 2.0.1
  • Case Management version 2.0.5
  • SOS version 3.8.0
  • ServiceCore version 4.0.0

To download the SDK, follow these instructions. For additional info about the SDK, check out the Snap-Ins SDK Developer Center. Refer to the version release history to learn about past versions of the SDK.

Summary

Patch release that fixes a chat issue that caused message text to be truncated in some circumstances.

See the October 2018 Major Release for general details about the SDK.

Fixes

  • Chat: Fixed an issue that caused message text to be truncated in some circumstances.

Known Issues

  • Chat: Case creation using the SCSPrechatEntity class does not work for Omni-Channel routing without a setup change to your org. Workaround: Raise a ticket with Salesforce.com to ensure that Omni-Channel is enabled to create a Case in your org. Note that Contact creation works fine with Omni-Channel, and Live Agent routing works correctly for both Cases and Contacts.
  • Case Management: If the "Edit Read Only Fields" permission is turned on in your org, a community user can see (and seemingly edit) read only fields when creating a case. Workaround: Turn off the "Edit Read Only Fields" permission so that read only fields are not shown when creating a case. See this Knowledge article for more information.
  • SOS: If agent availability returns an SOSAgentAvailabilityError (3003), there was an error while calling the agent availability REST API. This could mean that your SOS credentials are incorrect. Verify that your credentials are correct. This error can also be due to a network failure or that the pod server URL has changed. Check your org setup to see if the pod URL has changed. If it has, update your app accordingly. In some of these situations, SOS can still function normally even when receiving this error, so we recommend that you allow a customer to attempt an SOS session even with this error.
Assets 4

@sfyz sfyz released this Dec 14, 2018

Service Cloud Snap-Ins for iOS Release Notes

This release (216.0.0) applies to the following component versions:

  • Knowledge version 3.3.0
  • Live Agent Chat version 2.0.0
  • Case Management version 2.0.5
  • SOS version 3.8.0
  • ServiceCore version 4.0.0

To download the SDK, follow these instructions. For additional info about the SDK, check out the Snap-Ins SDK Developer Center. Refer to the version release history to learn about past versions of the SDK.

Summary

This release includes hyperlink previews in chat sessions, a chat core API for customers who want to build their own user experience, hyperlinks between knowledge articles, and other enhancements to the SDK.

New Features

  • Chat: Chat sessions display a hyperlink preview for supported sites when an agent sends a URL. This preview can contain an image from the page, along with the title and some of the content. To learn more, see Live Agent Chat in the Snap-Ins SDK for iOS. To disable hyperlink previews, set allowURLPreview on SCSChatConfiguration to false.
  • Chat: We now provide a core API so that you can build your own user experience for chat. To learn more, see Build Your Own UI with the Live Agent Core API.
  • Chat: Changed the color of the unread message icon in the minimized view from brand primary to brand secondary.
  • Chat: Changed the scroll behavior of the chat bot buttons. Now the buttons scroll along with the feed.
  • Chat & Cases: Added a banner to the message feed that shows when the internet connection is lost.
  • Knowledge: Added support for hyperlinks ("smart links") to navigate between Knowledge articles.
  • Knowledge: Added support for images embedded in non-public articles.

API Changes

Fixes

  • Knowledge: Fixed problems where changing a community URL following an app restart prevents Knowledge data from being loaded.
  • Knowledge: Fixed an issue where cached articles would not appear offline until the application is restarted.
  • Knowledge: Fixed a problem that prevented Japanese users from searching with a single character.
  • Cases: Fixed an issue where users can't reply back on a case they created.
  • Cases: Fixed an issue where the user can't pull to refresh the case detail view.

Known Issues

  • Live Agent Chat: Case creation using the SCSPrechatEntity class does not work for Omni-Channel routing without a setup change to your org. Workaround: Raise a ticket with Salesforce.com to ensure that Omni-Channel is enabled to create a Case in your org. Note that Contact creation works fine with Omni-Channel, and Live Agent routing works correctly for both Cases and Contacts.
  • Case Management: If the "Edit Read Only Fields" permission is turned on in your org, a community user can see (and seemingly edit) read only fields when creating a case. Workaround: Turn off the "Edit Read Only Fields" permission so that read only fields are not shown when creating a case. See this Knowledge article for more information.
  • SOS: If agent availability returns an SOSAgentAvailabilityError (3003), there was an error while calling the agent availability REST API. This could mean that your SOS credentials are incorrect. Verify that your credentials are correct. This error can also be due to a network failure or that the pod server URL has changed. Check your org setup to see if the pod URL has changed. If it has, update your app accordingly. In some of these situations, SOS can still function normally even when receiving this error, so we recommend that you allow a customer to attempt an SOS session even with this error.

Upgrade Instructions

Basic Chat Upgrade Info

The chat property was removed from ServiceCloud. Now use chatUI for UI-related features and chatCore for access to the chat core API. The method signatures have also changed slightly. For instance, to start a chat UI...

  • Old way: ServiceCloud.shared().chat.startSession(with: config)
  • New way: ServiceCloud.shared().chatUI.showChat(with: config)

To learn more, see Quick Setup.

There's also a way to start a session using the chat core API (ServiceCloud.shared().chatCore.startSession(config)), but this method does not display a UI and is meant for use cases where you plan to create your own UI. To learn more, see Build Your Own UI with the Live Agent Core API.

Pre-Chat Upgrade Info

Previously, pre-chat would automatically display when you start a session. Now you must explicitly tell pre-chat to display by using the right start method.

  • Old way: ServiceCloud.shared().chat.startSession(with: config)
  • New way: ServiceCloud.shared().chatUI.showChat(with: config, showPrechat: true)

You can also call pre-chat in a separate step, do some processing, and then start the session. This technique uses the showPrechat method. To learn more, see the last step in the Quick Setup instructions.

Chat Event Handling Upgrade Info

All event handling method signatures have changed slightly, but the basic mechanism is the same. The methods previously found in SCSChatDelegate are now located in SCSChatSessionDelegate. For example...

Old method:

func chat(_ chat: SCSChat!, 
            stateDidChange current: SCSChatSessionState,
            previous: SCSChatSessionState)

New method:

func session(_ session: SCSChatSession!,
               didTransitionFrom previous: SCSChatSessionState,
               to current: SCSChatSessionState)

To learn more, see Live Agent Chat Events and Errors.

Assets 4

@sfyz sfyz released this Sep 14, 2018

Service Cloud Snap-Ins for iOS Release Notes

This release (SDK version 214.0.4) applies to the following component versions:

  • Knowledge version 3.2.1
  • Case Management version 2.0.4
  • Live Agent Chat version 1.6.2
  • SOS version 3.7.3
  • ServiceCore version 3.1.3

For more info about the SDK, see the Snap-Ins SDK Product Page.

See the version release history to learn about past versions of the SDK.

Summary

Fixed a race condition that could prevent agent messages from appearing in the user's chat session.

🛑 We strongly suggest that you update to this patch release (or the previous patch v214.0.3) to avoid issues with iOS 12.

See the June 2018 Major Release for general details about the SDK.

Fixes

  • Live Agent Chat: Fixed a race condition that could prevent agent messages from appearing in the user's chat session.

Known Issues

  • Live Agent Chat: When the app is offline, unsent messages appear to be sent. Workaround: Detect when the device is offline and explicitly notify the user.
  • Live Agent Chat: Case creation via pre-chat entity mapping does not work when using Omni-Channel routing. Contact creation still works correctly. Workaround: Use Live Agent routing instead, or avoid creating cases with pre-chat fields. Note that Live Agent routing is currently only available in Salesforce Classic.
  • Case Management: If the "Edit Read Only Fields" permission is turned on in your org, a community user can see (and seemingly edit) read only fields when creating a case. Workaround: Turn off the "Edit Read Only Fields" permission so that read only fields are not shown when creating a case. See this Knowledge article for more information.
  • SOS: If agent availability returns an SOSAgentAvailabilityError (3003), there was an error while calling the agent availability REST API. This could mean that your SOS credentials are incorrect. Verify that your credentials are correct. This error can also be due to a network failure or that the pod server URL has changed. Check your org setup to see if the pod URL has changed. If it has, update your app accordingly. In some of these situations, SOS can still function normally even when receiving this error, so we recommend that you allow a customer to attempt an SOS session even with this error.
Assets 2

@sfyz sfyz released this Aug 29, 2018

Service Cloud Snap-Ins for iOS Release Notes

This release (SDK version 214.0.3) applies to the following component versions:

  • Knowledge version 3.2.1
  • Case Management version 2.0.4
  • Live Agent Chat version 1.6.1
  • SOS version 3.7.3
  • ServiceCore version 3.1.3

For more info about the SDK, see the Snap-Ins SDK Product Page.

See the version release history to learn about past versions of the SDK.

Summary

Addressed a major issue with keyboard positioning and content placement that would affect many users when they update to iOS 12. Also fixed some Chat and Case Management bugs. See the list of Fixes below for details.


🛑 We strongly suggest that you update to this patch release to avoid issues with iOS 12.


See the June 2018 Major Release for general details about the SDK.

Fixes

  • Fixed a compatibility issue we found while running Apple's iOS 12 release. This issue results in incorrect keyboard position information from iOS and will therefore make views unable to respond correctly to the keyboard when present. This problem can happen to any app using version 214.0.2 or earlier of our SDK and does not access the Snap-ins SDK at least once before the keyboard first appears. This issue could impact users who upgrade to iOS 12.
  • Live Agent Chat: Fixed an issue where handling a chat notification in Swift caused an invalid argument exception.
  • Case Management: Fixed a problem where a user couldn't reply to an existing case.
  • Case Management: Fixed an issue where pull to refresh would not work for recent cases.

Known Issues

  • Live Agent Chat: When the app is offline, unsent messages appear to be sent. Workaround: Detect when the device is offline and explicitly notify the user.
  • Live Agent Chat: Case creation via pre-chat entity mapping does not work when using Omni-Channel routing. Contact creation still works correctly. Workaround: Use Live Agent routing instead, or avoid creating cases with pre-chat fields. Note that Live Agent routing is currently only available in Salesforce Classic.
  • Case Management: If the "Edit Read Only Fields" permission is turned on in your org, a community user can see (and seemingly edit) read only fields when creating a case. Workaround: Turn off the "Edit Read Only Fields" permission so that read only fields are not shown when creating a case. See this Knowledge article for more information.
  • SOS: If agent availability returns an SOSAgentAvailabilityError (3003), there was an error while calling the agent availability REST API. This could mean that your SOS credentials are incorrect. Verify that your credentials are correct. This error can also be due to a network failure or that the pod server URL has changed. Check your org setup to see if the pod URL has changed. If it has, update your app accordingly. In some of these situations, SOS can still function normally even when receiving this error, so we recommend that you allow a customer to attempt an SOS session even with this error.
Assets 2

@sfyz sfyz released this Aug 29, 2018

Service Cloud Snap-Ins for iOS Release Notes

This release (SDK version 214.0.2) applies to the following component versions:

  • Knowledge version 3.2.1
  • Case Management version 2.0.3
  • Live Agent Chat version 1.6.0
  • SOS version 3.7.3
  • ServiceCore version 3.1.2

For more info about the SDK, see the Snap-Ins SDK Product Page.

See the version release history to learn about past versions of the SDK.

Summary

Fixed a crash when migrating from SDK version 212.x to 214.0.1. This bug occurred on apps that launched with 212.0.3 and then upgraded to 214.0.1.

See the June 2018 Major Release for general details about the SDK.

Known Issues

  • Found a compatibility issue while running Apple's iOS 12 release. This issue results in incorrect keyboard position information from iOS and will therefore make views unable to respond correctly to the keyboard when present. This problem can happen to any apps using version 214.0.2 or earlier of our SDK and does not access the Snap-ins SDK at least once before the keyboard first appears (like in the application(_:didFinishLaunchingWithOptions:) method). This issue can impact users who upgrade to iOS 12. Workaround: We recommend you update to the latest patch release. If you cannot update versions, be sure to access the SDK (e.g. call ServiceCloud.shared) at least once in the application(_:didFinishLaunchingWithOptions:) method, or in some location that guarantees it is invoked prior to the appearance of the keyboard.
  • Case Management: Currently a customer cannot reply to an existing case. We will update this issue in an upcoming patch release.
  • Live Agent Chat: When handling chat notifications in Swift, the handle method returns an invalid argument exception (NSInvalidArgumentException) due to an unrecognized selector. Workaround: Do not call the SCSChatInterface.handle method. The notification will still appear with the correct content (and a tap on the notification opens the app)—the notification just won't maximize the chat session. We intend to fix this issue in an upcoming patch.
  • Live Agent Chat: When the app is offline, unsent messages appear to be sent. Workaround: Detect when the device is offline and explicitly notify the user.
  • Live Agent Chat: Case creation via pre-chat entity mapping does not work when using Omni-Channel routing. Contact creation still works correctly. Workaround: Use Live Agent routing instead, or avoid creating cases with pre-chat fields. Note that Live Agent routing is currently only available in Salesforce Classic.
  • Case Management: If the "Edit Read Only Fields" permission is turned on in your org, a community user can see (and seemingly edit) read only fields when creating a case. Workaround: Turn off the "Edit Read Only Fields" permission so that read only fields are not shown when creating a case. See this Knowledge article for more information.
  • SOS: If agent availability returns an SOSAgentAvailabilityError (3003), there was an error while calling the agent availability REST API. This could mean that your SOS credentials are incorrect. Verify that your credentials are correct. This error can also be due to a network failure or that the pod server URL has changed. Check your org setup to see if the pod URL has changed. If it has, update your app accordingly. In some of these situations, SOS can still function normally even when receiving this error, so we recommend that you allow a customer to attempt an SOS session even with this error.
Assets 2

@sfyz sfyz released this Jul 12, 2018

Service Cloud Snap-Ins for iOS Release Notes

This release (214.0.1) applies to the following component versions:

  • Knowledge version 3.2.0
  • Case Management version 2.0.3
  • Live Agent Chat version 1.6.0
  • SOS version 3.7.3
  • ServiceCore version 3.1.1

For more info about the SDK, see the Snap-Ins SDK Product Page.

See the version release history to learn about past versions of the SDK.

Summary

Fixed some bugs associated with the Knowledge feature.

See the June 2018 Major Release for general details about the SDK.

Fixes

  • Knowledge: Fixed an issue that caused search to fail in Japanese.
  • Knowledge and Case Management: Resolved an issue that prevented Knowledge and Case Management from working in apps with App Groups enabled.
  • Knowledge: Search now works when offline.
  • Knowledge: Fixed a runtime warning when tapping on the "Load More" button to load more articles.
  • Knowledge: General caching improvements and bug fixes.

Known Issues

  • Found a compatibility issue while running Apple's iOS 12 release. This issue results in incorrect keyboard position information from iOS and will therefore make views unable to respond correctly to the keyboard when present. This problem can happen to any apps using version 214.0.2 or earlier of our SDK and does not access the Snap-ins SDK at least once before the keyboard first appears (like in the application(_:didFinishLaunchingWithOptions:) method). This issue can impact users who upgrade to iOS 12. Workaround: We recommend you update to the latest patch release. If you cannot update versions, be sure to access the SDK (e.g. call ServiceCloud.shared) at least once in the application(_:didFinishLaunchingWithOptions:) method, or in some location that guarantees it is invoked prior to the appearance of the keyboard.
  • Live Agent Chat: When the app is offline, unsent messages appear to be sent. Workaround: Detect when the device is offline and explicitly notify the user.
  • Live Agent Chat: Case creation via pre-chat entity mapping does not work when using Omni-Channel routing. Contact creation still works correctly. Workaround: Use Live Agent routing instead, or avoid creating cases with pre-chat fields. Note that Live Agent routing is currently only available in Salesforce Classic.
  • Case Management: If the "Edit Read Only Fields" permission is turned on in your org, a community user can see (and seemingly edit) read only fields when creating a case. Workaround: Turn off the "Edit Read Only Fields" permission so that read only fields are not shown when creating a case. See this Knowledge article for more information.
  • SOS: If agent availability returns an SOSAgentAvailabilityError (3003), there was an error while calling the agent availability REST API. This could mean that your SOS credentials are incorrect. Verify that your credentials are correct. This error can also be due to a network failure or that the pod server URL has changed. Check your org setup to see if the pod URL has changed. If it has, update your app accordingly. In some of these situations, SOS can still function normally even when receiving this error, so we recommend that you allow a customer to attempt an SOS session even with this error.
Assets 2
You can’t perform that action at this time.