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Work Through a Case with a Support Engineer

Learning Objectives

After completing this unit, you’ll be able to:

  • Open a case in the Help Portal.
  • Quickly update your case with new details.
  • Ensure that your issue has been solved and close your case.

Now that you’ve explored best practices for documenting and exploring an issue, let’s take a look at how you can open, work, and close a case. 

How to Open a Case

When you’ve determined you’re going to open a case, go to your Help Portal page. This is where you can always see your active and past cases.

From the Help Portal main page, you can view All Open Cases in the panel or click View All to expand the list.

On this page and the subsequent form pages, fill out all the required fields and add any additional info you have from your initial documentation. These details give our support engineers the context they need to solve the issue you’re facing.

A sample customer’s Help Portal and how they can view all cases.

A Salesforce customer MVP sharing a tip. MVP Tip: If you experience an issue while working in a Salesforce sandbox, go to your production org to file your case. Then give Support the Org ID from your sandbox.
A Salesforce customer MVP sharing a tip. MVP Tip: As you describe the business impact of your issue to your support engineer, include an example or use case to provide a clearer assessment.

Be sure to give our support engineers access to your Salesforce instance. That way, they can see the issue as it occurred for you and your users.

A Salesforce customer MVP sharing a tip. MVP Tip: If you’re concerned about security, give access for a predetermined amount of time. Some issues take a day, while others may need more time for review. Feel free to ask your support engineer for advice.

Once you’re ready, click Submit. This opens a case, and a support engineer will reach out to you soon.

A Salesforce customer MVP sharing a tip. MVP Tip: You can still add more attachments after creating the case, such as a sample screenshot or error message.

Let’s look at an example.

Linda Rosenberg is the new admin at Cloud Kicks, a custom sneaker retailer. A manager from Linda’s sales team asks her to create a new role in Salesforce. They also want to share existing accounts with the new role, so their entire team can access essential customer info.

Linda first opens a Salesforce sandbox, creates the new role, and shares the designated accounts. She recalculates the sharing rules and presto! The rules are applied successfully.

However, when Linda deploys the new role and sharing rules to the production environment, she encounters an issue. The sharing rules stall in the background and cannot recalculate. Their team starts reaching out, telling Linda that they can no longer access records they once viewed. 

Linda at Cloud Kicks sits at her desk looking frustrated because she’s encountered an issue.

Linda tells her team she’s taking care of the issue. First she documents what happened in the sandbox and what she did in production, and she includes plenty of screenshots. She then checks the page to see if Salesforce has any related known issues, searches on Google, and posts about her issue in the Trailblazer Community. 

With no clear solution in sight, Linda turns to the Help Portal. She opens a case and shares the steps she took to reproduce the issue, providing her phone number, time zone, and location. She also attaches a screenshot of the issue and grants login access to our support team. Then she takes a break, gets a coffee, and waits for a support engineer to get back to her. 

Work with Your Support Engineer

As your support engineer works to solve your issue, you may see the issue or error again. It may even come up in a new context. If this happens, it’s crucial that you document any new developments.

You can always add new attachments by going to your existing case and clicking Attach a File. After you add new documentation, tell your support engineer about the update and why you’re sharing new info. 

The button you can use to attach a file to a case.

A Salesforce customer MVP sharing a tip. MVP Tip: If you receive an email with a subject line like, “You have a new support case! Case #” make sure you open that email. These are important communications about your case.

Later, Linda from Cloud Kicks receives an email from her support engineer, Greg, who has already made a comment on the case. With all the info Linda provided, Greg quickly found that the background task is stalled.

Greg then posts a new update to the case, saying that he has released sharing locks for the Cloud Kicks Salesforce instance, and Linda can recalculate the sharing rules again. He also recommends recalculating the sharing rules after business hours. That way, Linda can avoid potential interference in her production environment.

Close Your Case

When your support engineer finds a path to a solution, they reach out to help you with the process. Follow their recommendations and make sure the solution clears up the issue. Once you confirm the solution, it’s time to close your case. 

To close a case, go to the Help Portal and click on the open case panel or click View All. From there, open your current case and go to the Case Information panel. Click Close Case. Then you can follow the instructions to add a comment and your reason for closing. (Your comments help us improve future customer experiences!) 

The comments field during the case closing process.

If you solved the issue on your own, tell your support engineer about the steps you took and what you’re experiencing now. Once you let them know how you solved the issue, you can close the case by following the steps above. 

If you receive a solution and it does not clear up your issue, you may want to escalate the case. To do so, open the case from the Help Portal, find the case, and click Escalate Case. Then select your reason for escalating the issue. 

A Salesforce customer MVP sharing a tip. MVP Tip: You can also open a new case for the same issue, but be sure to reference your previous case ID in the subject of the new request. This will help your support engineer find the info they need to solve the issue faster.

After the sharing rules recalculate, Linda from Cloud Kicks confirms that Greg’s solution is successful. She then goes back to the Help Portal and closes the case. Not only did Linda get an effective solution, but Greg’s advice to recalculate sharing rules after hours also made her feel more confident in her new admin role.

Linda at Cloud Kicks feeling empowered after overcoming a challenge with the help of Salesforce Support.

Give Feedback

After your case is closed, we ask for your feedback on the support process. We truly value the input we get from Trailblazers like you. Your feedback informs the improvements we make to the Help Portal, support processes, and product improvements. Please take a moment to reflect on your experience, how your issue was resolved, and how support engineers can be more helpful in the future.