how to raise a support case in salesforce

How to raise the ticket in sales force.

• 1. Click on Help & Training from your Organization.
• 2. Under the "Contact Support" tile, click Create a Case. NOTE: If you don't see the Contact Support tile, you need to login.
• 3. Go through the Help Finder and pick the Topic, Category and Solution that closest match your issue.
• 4. If you don't find an answer to your problem, choose the support option that best suits your needs.

Full Answer

How do I create a support case in Salesforce?

In the row for Salesforce.com Support, select an Access Duration of at least one week. Click Save. After granting login access, you're ready to create and submit a case: From the Help & Training menu, select Get Support. Click Create a Case. Select Product or Technical Support.

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 to raise a case under contact support?

We are not getting an option to raise a case under contact support. if you could not get support from trailblazer means try the live chat option or else contact directly to the salesforce support team with a toll-free number and raise a case with your org email id. You need to sign in to do that.

How do I contact Salesforce Marketing Cloud support?

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. Fill out your case details including all required fields.

See more

How do you Create a support case?

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 contact Salesforce support?

(800) 667-6389Salesforce / Customer service

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 raise a case in Salesforce trailhead?

Create a New CaseCreate a New Case. ... Log into Salesforce. ... Click New to open the New Case page. ... In the Contact Name field, search for the client and select from the list. ... (Optional) Select Assign using active assignment rule to have the case routed automatically to the user or queue your admin has designated.More items...

How do I raise a complaint in Salesforce?

You can contact them using Phone number on Salesforce support or using Open a new Case. According to me there are no specific Email address where you can contact. The best way to contact is as open a case or you can contact them in Collaboration group in Salesforce.

What is Salesforce support?

(800) 667-6389Salesforce / Customer service

What is AMPscript Salesforce?

AMPscript is Marketing Cloud's proprietary scripting language for advanced dynamic content in emails, landing pages, SMS, and push messages. While AMPscript uses basic programming concepts, you don't have to be a coder to understand AMPscript functions and to use it in your emails.

How do I log a support case for marketing cloud?

Log in to the Marketing Cloud Help PortalGo to Salesforce Help Portal.Click Login | Marketing Cloud Login.Enter your Marketing Cloud username and password.Click Login.

How do cases work in Salesforce?

A case is a customer's question, feedback, or issue. Support agents can review cases to see how they can deliver better service. Sales reps can use cases to see how they affect the sales process. Responding to cases keeps your customers happy and enhances your brand.

How do I set up a Web case in Salesforce?

From Setup, enter Web-to-Case in the Quick Find box, then select Web-to-Case. Complete the fields. Select to turn on Web-to-Case. (Recommended) Select to require reCAPTCHA v2 verification for customers trying to submit a request using a web form.

How do I create a case stage in Salesforce?

Create a CaseLog in to Salesforce and open your console app. ... Click the Cases tab or use the dropdown menu in the navigation bar to find Cases.Click New to open the New Case page. ... In the Contact Name field, create a case for Samantha Austin. ... Click Status and select New.Click Case Origin.More items...

How do I create a case object in Salesforce?

Best Practices for the Salesforce Case ObjectIdentify the most suitable Service Channels. ... Encourage Self-Service with Communities. ... Put each Agent on the right Case. ... Enable team collaboration to solve support requests. ... Guide your Agents through the Service Process. ... 5 Salesforce Pipeline Reports You Need Today.More items...•

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.