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Sylvie Serplet 18 Enable Customer User open Setup Page and replace Console current tab and as a therefore drop the CTI call
I am facing a challenge which is a no go to Lightning for our Support Team.
When wanting to Enable a Customer user (or any other Customer User action) on a Contact page in the Lightning Support Console, the action button opens the Setup menu and it overrides the current console tab. As the consequence, when a Support user is on a CTI call it is dropped.
3 problems here, first the Console disappear, the Setup page open (which require more user permission) and last the phone call drop.
Currently in Classic it opens the User record page in a sub tab in the Console.
Response from Salesforce Support is it is normal Lightning behaviour.
Doing some search on Internet I was surprised to not find other people facing the same problem.
Any idea how I can fix this?
When wanting to Enable a Customer user (or any other Customer User action) on a Contact page in the Lightning Support Console, the action button opens the Setup menu and it overrides the current console tab. As the consequence, when a Support user is on a CTI call it is dropped.
3 problems here, first the Console disappear, the Setup page open (which require more user permission) and last the phone call drop.
Currently in Classic it opens the User record page in a sub tab in the Console.
Response from Salesforce Support is it is normal Lightning behaviour.
Doing some search on Internet I was surprised to not find other people facing the same problem.
Any idea how I can fix this?