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Salesforce: Feature Service Disruption: Customer360 Audiences, Field Service Core Platform, Analytics +1 more

Affected components: AnalyticsCore ServiceCustomer360 AudiencesField Service Core Platform528 instances

Timeline of updates

1. update2026-07-10 04:16 UTC

   We're aware of an issue at the network tier impacting multiple production instances. Services affected include Einstein Activity Capture and Conversation Intelligence. Customers using these services may experience failures, errors, or delays. The issue is under active investigation. We'll provide an update in 30 minutes or sooner if additional information becomes available.

2. update2026-07-10 04:48 UTC

   We've identified an infrastructure configuration change as the trigger. We're rolling back that change and will complete the necessary validation and verification following the rollback. Our investigation has revealed that the impact is broader than initially understood, and the affected services now include Marketing Cloud Engagement. Additional instances have been identified as impacted, and customers on these instances will receive communications about this incident. We'll provide an update in 30 minutes or sooner if additional information becomes available.

3. update2026-07-10 05:25 UTC

   Our investigation has confirmed that a subset of customers may experience issues with MuleSoft and Marketing Cloud Engagement services. We're continuing to roll back the infrastructure change that triggered the issue. We've successfully restored and validated one production environment, and we're now executing rollbacks in parallel across the remaining affected production instances. We'll provide an update in 30 minutes or sooner if additional information becomes available.

4. update2026-07-10 05:50 UTC

   Customers may experience delays or errors when accessing the affected services while the rollback is in progress. We're rolling back the infrastructure change across all affected production instances, and we're validating the instances where the rollback is already complete. We expect the rollback to be complete in approximately 90 minutes. We'll provide an update once the rollback is complete across all impacted production instances, or sooner if we have more information.

5. update2026-07-10 06:43 UTC

   We have identified additional instances experiencing this issue, Customers on these newly identified instances will receive communications about this incident. Multiple regions have already recovered following the rollback action, and remediation continues on those remaining. We'll provide an update once the rollback is complete across all impacted production instances, or sooner if we have more information.

6. update2026-07-10 07:42 UTC

   The rollback has been completed on all production impacted instances and services have been restored. The incident start time has been updated on Trust to reflect the revised timeline identified during our investigation. We apologize for how this incident affected you and your business. We will undertake a full investigation of the incident, establishing the technical trigger, the underlying cause, and preventive action to avoid a repeat in the future.

Impact, status and times are the vendor’s own, as last archived. View on status.salesforce.com (opens in new tab). Salesforce profile · Recent Salesforce incidents · Markdown · JSON