SuMo - Known Issues

​NOTE - This is still a Salesforce Known Issue in Salesforce Spring 25
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With the Salesforce session setting "Cross-Origin Embedder Policy (COEP)" enabled, Lightning Out does not work, preventing SuMo's existing Competitions, Experience and Administration tabs from loading.

In SuMo version 8.71 we have implemented a workaround to the Salesforce Issue by replacing this tabs with Lightning tabs.

If you haven't customised your Salesforce App Navigation Items in the SuMo app, the tabs will automatically be replaced.

If you have customised your nav items:

You will need to remove the original Competitions, Experience and Administration tabs and move the 3 new tabs up to the required position, as follows:

For further information, see the Salesforce Known Issue: Render CORP (and sometimes COEP) cross-origin header on static resources

The Trigger Deployment Tool in the SuMo Configuration will not load due to this Salesforce issue.

If you need to use the Trigger Deployment Tool, the current workaround is to disable the Salesforce session setting "Cross-Origin Embedder Policy (COEP)" while using the tool, and re-enable it afterwards.

For any additional assistance, please contact [email protected]

FOR INFO - The Salesforce Known Issue is Render CORP (and sometimes COEP) cross-origin header on static resources

On 02/06/2025 the status was updated to "Solution in Progress".

Known Issue ID - W-16142084

If the Salesforce Release Update "Adopt Updated Content Security Policy (CSP) Directives" is enabled, the SuMo Gallery images will not display in the SuMo UI.

If you encounter problems with the SuMo graphics, ensure the 2 Trusted URLs are active.

Salesforce aren't enforcing the release update in Spring 25, and it isn't due to be enforced until Summer 25.

For further details, see this Salesforce Help article: Adopt Updated Content Security Policy (CSP) Directives (Release Update)

When using the "Launch Inspire" tab in Lightning Experience the Channel will start in a new tab. This behaviour is different from the Classic Salesforce UI where the Channel is launched within the same tab.
See the "Logout Session Timeout Setting with Inspire" information in the Implementation Guidance section for the relevance of leaving multiple tabs logged in when displaying an Inspire Channel on a TV display.

When accessing the Gallery, multiple scroll bars are sometimes displayed for vertical scrolling. This does not prevent the user from scrolling vertically down the page when required.

Currently, a Motivation Designer with the Salesforce "Standard User" profile cannot enable/disable Inspire Voting. This is because the permission set only has "Read" access to "Polls" object.
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If those Users need the full Inspire Voting functionality, the Motivation Designer (Supplementary) permission set needs the following additional permissions for the Polls object:
​Edit, Delete, View All and Modify All

Creating or cloning Graphics records is affected in Orgs where this setting has been enabled, where audit fields are writable when you first create a record.

When creating a Graphic record, Salesforce validation requires values in the Last Modified Date and Created By fields.

To get around this, you can remove the Last Modified Date and Created By fields from that field set. See this Salesforce article for info on this setting: Enable the 'Create Audit Fields' permission

If any Competitions have notifications enabled, users may experience delays in receiving Start or End notifications via Email, in that Emails may not be received exactly prior to the competition Start/End date and time, especially if the times are in the near future.

This is due to resource availability on the Salesforce platform and the time delay involved when processing emails across multiple Internet Service Providers. Therefore, we advise to set up competition notifications significantly far enough into the future to ensure that Start and End notifications will be processed in a timely manner.

It is recommended that if a custom Object is to be deleted from an org, any Behaviours that had been created based on that Object are also deleted. Once an Object has been deleted, Motivation Designers will be able to view the Behaviour record by clicking on its name in the list views; however, if they were to click on the "Edit" link an error message would be displayed. Therefore, it is advised that Motivation Designers view the Behaviour record and then click on the "Delete" button on the view page to delete it.

For Orgs in which Opportunity Splits are enabled, there is a known issue related to Opportunity rewarding; for Behaviours with criteria based on the value of the "Amount" field, the Recipient is not rewarded correctly when an Opportunity is edited so that the Amount value meets the criteria. However, this is not a problem when a new Opportunity is added that meets the Amount value criteria.

When setting up a Salesforce routine - through processes, flows, etc - that will automatically send a Chatter Post when a reward record is created, it is important to ensure that the resulting Chatter Notification doesn't also qualify for assessment and reward as this may cause an infinite reward generation loop. To ensure this doesn't happen, the Motivation Designer should include relevant criteria in the Chatter-related Behaviour(s).

Fields that have been encrypted using Salesforce Shield (Platform Encryption) are not accessible in SOQL and cannot be used in query filter clauses (e.g. WHERE or ORDER). Therefore, Scheduled Base Behaviours (based on any object, including "Metric") cannot be used if they contain Behaviour Criteria that reference encrypted fields.

When Behaviour Criteria reference parent object fields, Rewards will not be generated if the parent object record is changed on the child object record that the Base Behaviour is configured for, even if the Behaviour Criteria is met.

For example, using the criteria "Opportunity.Amount > 5000 AND Opportunity.Account.AnnualRevenue > 10000" will result in a Reward being generated for an Opportunity that is linked to an Account that has an "Annual Revenue" greater than "10000" if the Opportunity's "Amount" field value is changed to over "5000".

However, a Reward will not be generated if the Account linked to the Opportunity is edited to one with over "10000" Annual Revenue.
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The workaround to support this is to set the Base Behaviour "Action" to "Every time a record is created or edited" and ensure that the "Multiple rewards" option is not checked.

When viewing an Opportunity record, Nudges for Opportunity-related Behaviours are hidden from the Player during the Wait Time, as the behaviour isn't actually available at that point.

However, a problem has been identified where Nudges for Aggregate Task/Event behaviours with a Wait Time are always displayed to the Player on the Opportunity record while the Behaviour is "In Progress", regardless of whether the Behaviour is available or not.

A Spectator in a Competition or Experience Group may not see Behaviour Nudges on Task/Event records, even if the Behaviour's criteria have not been met on that record.

In rare circumstances, the Inspire page will display a white screen either at the time the Channel is launched or when it is reloaded.

This is an intermittent problem and the reasons for it are currently unknown. Should this occur the remedy is to simply reload the page using the browser's "Refresh" function.

It should be noted that a running Inspire screen is automatically reloaded every 10 hours; therefore, it's possible to see this issue even after the Inspire page has been running for an extended period of time.

In order for Knowledge Articles to be configured for display on Leaderboards within Channel Builder, filter conditions must be added for "Language" and "Publication Status" before any fields are placed on the canvas.

Also, note that additional system permission may be required to select Articles with a "Publication Status" equal to Draft.

In addition, multiple filter values cannot be used for the Language and Publication Status fields, else a message will be displayed.

These are underlying restrictions required by salesforce.com.

When accessing the Field Selector within Base Behaviours using a web browser at a resolution of 1280 x 800, the list of fields may not be displayed in the last panel until the user scrolls up or down within the panel.

When Salesforce Platform Encryption is enabled, the Inspire screen will not display any table at all if any of the encrypted fields are included in a Leaderboard.
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Also, an error will display in the Channel Builder when attempting to edit a Leaderboard that includes an encrypted field.
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See the Salesforce article General Shield Platform Encryption Considerations for full details.

Currently, the week number calculation starts Week 1 on 1st January, which means that a couple of days at the end of the year may be displayed in Performance Charts as "Week 53".
In 2014, for example, 1st January was a Wednesday so Week 1 started on a Wednesday and ended on a Tuesday.
Therefore, data created on the 29th, 30th or 31st December 2014 will have appeared on the Performance History chart as "W53".

If the COEP option is enabled in the Org, there are Graphics problems in the Player and Motivation Designer UIs, in Lightning and Classic.

In some instances a "Maximum Redirects Exceeded" message will be displayed. We recommend using another browser, preferably Google Chrome.

Microsoft Edge and SVG images – SVG images may not load correctly in some areas of the app. The images will display OK after refreshing the browser.