Review the constraints and expected behaviors for proactive service campaigns and data
processing.
Required Editions
| Available in: Salesforce Classic and Lightning Experience |
| Available in: Available in Enterprise, Performance, Unlimited, and Developer Editions
with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires
additional add-on licenses.
|
| Available in: LWR and Aura |
When you plan and troubleshoot your proactive service scenarios, keep these platform
constraints and data behaviors in mind. Understanding these details helps you set accurate
expectations for your service agents and end users.
Data Processing and Syncing Limitations
| Feature |
Limitation |
| Detection Timing |
The detection flow takes 5 to 10 minutes to run after an event occurs in Data
Cloud. |
| Data Consistency |
Data Cloud DMO synchronization happens asynchronously. This can cause temporary data
inconsistency between the proactive dashboard and the member metrics. |
| Outreach Scheduling |
The outreach flow is scheduled to run 2 hours after you launch the campaign. |
| Member Selection |
The system removes members from the list if their contact IDs are not found in
Salesforce Core. The campaign creates members only for valid Core contacts. |
| Empty Segments |
If a Data Cloud query finds no members for a segment, the system marks the campaign as
complete with zero impacted members. |
Technical and Feature Constraints
| Feature |
Limitation |
| Messaging Channels |
Proactive service supports only Enhanced Chat v1. Enhanced Chat v2 and other messaging
channels are not compatible. |
| Data Cloud DMOs |
Proactive service only supports Data Cloud DMOs where the source of the DMO is a single
Data Lake Object (DLO) and there is a single unique attribute used as the Primary
Key. |
| Detection Flows |
You can have only one detection flow per scenario. This is either a scheduled flow or a
Data Cloud-triggered flow. |
| Personalization |
Outreach emails do not support personalization beyond what the current marketing
platform provides. |
| Translation |
Proactive services do not currently support translation into multiple
languages. |
| Campaign Lifecycle |
Campaigns do not have an automated end date or completion status. |
