Every Salesforce.org customer has access to a Standard Success plan. To submit a technical support case, go to the Help and Training portal and click the “Contact Support” link located on the upper right hand side of the home page. Then click the “Open a Case” button.
- Log in to Salesforce Help.
- Click Contact Support.
- Click Create a Case on the "Create a Case" tile.
- Select an "Inquiry Type" from the options available to you: ...
- Fill in the required Case fields.
- Add any Case Collaborators to allow people to follow Case progress.
- Click Create Case.
How do I get help from Salesforce support?
From Salesforce Help click Contact Support. Then click Create a Case. Select the topic you need help with between either product or billing questions. Fill out your case details including all required fields. Click Create Case. To help expedite and improve your support experience, include: A brief summary of the problem.
How do I create a Salesforce account billing issue case?
Account Billing Issues for questions about Salesforce contacts, invoicing, payments (account billing inquiries, not related to product inquiries for CPQ or Salesforce Billing) Fill in the required Case fields. Add any Case Collaborators to allow people to follow Case progress. Click Create Case.
How do I submit a technical support case in Salesforce?
Every Salesforce.org customer has access to a Standard Success plan. To submit a technical support case, go to the Help and Training portal and click the “Contact Support” link located on the upper right hand side of the home page. Then click the “Open a Case” button.
How do I view my cases in Salesforce help?
See Add a Case Collaborator for reference. Attach related files after the Case is created, or reply to a Case email with an attachment to update the supporting documents. Log in to Salesforce Help. Click My Cases. Click the Case Number to view the Case in more detail.
How do I submit a support ticket to Salesforce?
Required EditionsLog in to Salesforce, then go to the Help and Training page.At the bottom of the page, click Contact Support.Click Create a Case.Select your support topic, category, and issue. ... See if there's an existing topic that relates to your issue.More items...
How do I contact Salesforce support?
(800) 667-6389Salesforce / Customer service
How do I create a Salesforce trouble ticket?
Create a CaseFrom the Help & Training menu, select Get Support.Click Create a Case.Select Product or Technical Support.Make the appropriate selections under Impacted Account. ... Add detailed information about your issue, including a descriptive Case Subject, Details, and Business Impact. ... Click Create Case.
How do I get help from Salesforce?
Questions?Contact.1-800-667-6389.
Does Salesforce have a ticketing system?
Salesforce Desk.com takes customer support to the next level. As a completely cloud-based, online help desk ticketing system, Desk.com can be accessed on any authorised platform or device, and users can access the same, up-to-the-minute data, automatically synced in real time.
What is Salesforce support?
(800) 667-6389Salesforce / Customer service
What is case management in Salesforce?
As described in Service Cloud Introduction session, Salesforce Case Management allows us to record, track and solve customer issues by sales, service and support. It includes the ability to create cases either from an email (email to case), from a web form (web to case), or manually.
How do I contact a Salesforce administrator?
Note: If unable to log a Case via the Help & Training link above, please contact Support via phone at 1-800-NO-SOFTWARE. After you have successfully logged in, you may set up your security question. Note: If a password reset from an admin is not working, it may be best to have them confirm the User record isn't frozen.
How do you use a case in Salesforce formula?
A case function has 4 components: Expression: the condition you are evaluating. Result: the value you are checking for. Return: what you want to return for each value. Catch-all: if none of these defined results are true, then just do this.
How do I raise a support ticket with Salesforce Marketing Cloud?
First, make sure you are logged in to your Marketing Cloud account in the top right of your screen. From Salesforce Help click Contact Support. Then click Create a Case. Select the topic you need help with between either product or billing questions.
How do I create a support process in Salesforce?
From Setup, click Object Manager and select Case. Click Fields & Relationships, then click Type. In the Case Type Picklist Values section, click New....Create ProcessesFrom Setup, enter Support Processes in the Quick Find box and select Support Processes.Click New and complete the field details. ... Click Save.More items...
How do I create a help center in Salesforce?
In your org, go to Setup | All Sites and click New. Click the Help Center tile, and then click Get Started. Enter a name for your help center, and then complete the help center URL. Click Create.
What are some of the benefits of support ticket systems?
The world has changed; and with it, the nature of customer service. One need only look at the facts to understand the benefits of a good customer service support ticket system. Consider the following:
Salesforce Puts Advanced Ticketing to Work for You
So how does a business get the most out of its ticketing system? When considering various customer service solutions, there are five main characteristics to look for, each of which can be found with Salesforce.
Give your clients the personalised ticket support they need
Salesforce offers each of these features and more, providing not only the best customer support ticket system, but the best solution to customer relationship management across the board.
Overview
At Salesforce support, we're here to help! We provide technical support for all Salesforce products Monday through Friday during global business hours. Premier Support customers have additional access to technical support for platform issues 24 hours a day, seven days a week.
Create a Case
After granting login access, you're ready to create and submit a case:
Can't Log In?
Can't log in? Forgot your username or password, or you're locked out from too many login attempts? To resolve login problems, try the solutions listed in Troubleshoot Login Issues.
Help Is On the Way
We want you to be successful. That’s why we’ve highlighted so many resources within the Trailblazer Community. But sometimes you might encounter a roadblock that requires a different kind of support. Let’s review what options you have to troubleshoot issues, and then contact support, if needed.
Navigate the Support Page
On the Salesforce Help Contact Support page, you can visit your existing cases from My Cases (1), update your Profile Settings under the Org Setting dropdown menu (2), confirm your success level (3), and finally create a case (4).
Profile Settings
From the Org Setting dropdown select Profile Settings. Review the information on this page to ensure support can easily contact you. You can also establish your preferences for receiving communications from Salesforce (product announcements, service notifications, and marketing communications).
Success Plan
It’s important to know your company’s success plan because it impacts your access to resources and support availability. Here is a breakdown of support expectations based on your plan.
Troubleshooting
Now that you are familiar with the navigation of the Support and Services page along with resources available based on your support level, let’s focus on troubleshooting steps. If you haven’t found an answer in documentation or the Trailblazer community, visit the Known Issues page to see if the same issue has already been reported.
Create a Case
If your issue is not logged in Known Issues and there are no system issues, it’s time to contact Salesforce support. Please note, we're going to show you the steps to create a case with Salesforce support, so only follow along in Marketing Cloud if you have an active issue.
Severity and Resolution Expectations
When you log a ticket, it’s important to understand the severity and business impact. Let’s review a guide to severity. Depending on your support plan (again, chat with your account executive or admin if you don’t know), you can expect certain service level agreements (SLAs) for your logged tickets.
