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Customer Service

How to Create a Technical Support Case with Salesforce Support

A quick summary of how to log a technical support case with Salesforce Support.

This article includes these sections:  
   

Overview

Before creating a case, please make sure you've exhausted all of the great resources available to you in the Power of Us Hub. If you didn't find the information you need and feel that you need to create a technical support case, please follow the instructions below.

Your organization's Success Plan determines the technical support case response time. A Standard or "Basic" Success Plan comes with every Salesforce.org account and includes access to Web-based technical support via online case submission, with a 2 business day response time. If you purchased a Premier or Premier + Success Plan, you can expect 24/7 toll-free phone and online support, 1-hour initial response for critical issues, and Premier developer support.

Prepare to Log Your Ticket

Be prepared to provide detailed information. Support will need a concise description of your issue and, most importantly, an easy to understand list of “Steps to Repeat” or STR. The STR is the most vital piece of information that you can provide because allows us to replicate and further investigate the issue.

 

Write up the Steps to Repeat (STR)

Support needs an exact “clickstream” or detailed list of steps you took when you encountered the issue. For example:

  1. Log in to my org.
  2. Click on Contacts.
  3. Click New.
  4. Type the Contact Name.
  5. See a big error that says "This is an error."
We also welcome (and encourage) screencasts and screenshots to add more detail. A picture is worth a 1000 words!

To attach an image to a case, follow these steps:
  1. Log in to Salesforce.
  2. Click Help & Training in the upper right corner.
  3. Click the circle Icon in the upper right corner, you may see your chatter pic there.
  4. Click My Cases.
  5. Find your case, and click the Case name.
  6. Upload the file.
     

Grant Login Access

In order to troubleshoot your issue, we will most likely need to log into your org. You will need to grant us login access.

 

Grant Login Access (using the new Lightning interface)

  1. In the upper right corner, click on the circle with a face in it (or your picture).

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  2. Click Settings.

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  3. Click Grant Account Login Access.

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  4. Grant Access to Salesforce.com Support AND Salesforce.org Support. This is VERY IMPORTANT!
  5. Click the Access Duration drop-down to set a time period for login access. Please choose at least a week, in case there are any followup questions (and so that we don’t need to ask for login access again).

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  6. Click Save.
 

Grant Login Access (using the “Classic” or “Aloha” interface)

  1. In the upper right corner, click the drop-down arrow next to your name.

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  2. Click My Settings, then click Personal to expand that menu.

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  3. Click Grant Account Login Access.

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  4. Grant Access to Salesforce.com Support AND Salesforce.org Support. This is VERY IMPORTANT!
  5. Click the Access Duration drop-down to set a time period for login access. Please choose at least a week, in case there are any followup questions (and so that we don’t need to ask for login access again).

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  6. Click Save.

Submit Your Case

To submit a technical support case:
 
  1. Log in to your Salesforce org.
  2. Go to Help and Training.
  3. Click the Question Mark icon, then click Go to Salesforce Help.

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  4. If using the Classic interface, click Help & Training on the top right side of your web browser.

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  5. If you want to view your existing cases to confirm you haven't already submitted this issue, click on the tiny drop down arrow in the upper right corner.

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  6. Now scroll all the way down to the bottom of the page and click on Contact Support

    User-added image A new browser tab will open, this is where you "Brand" your case so it goes to the correct skill group. In our Case the .Org Support Team.
  7. Click on General Salesforce Functionality and then Next

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  8. Now choose Nonprofit & Higher Ed and click Next
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  9. At this point choose which product you are having issues with, if you don't see the one you are looking for such as HEDA or SAL just choose Other. We are working on getting those values added so you may see them.

    User-added image And of course click on Next

    Now you can create your case!


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  10. For the Severity, please DO NOT put urgent unless its a business stopping issue.
  11. In the Subject, make sure to include “NPSP” or “HEDA”. For example, NPSP: Can't create a contact.
  12. In the Description, on the first line, include this text “Please assign to the Salesforce.org Support Team”.

    IMPORTANT: Please include EVERYTHING in the case description, especially what environment you are working in (Sandbox or Production). If working in a Sandbox, list the Org ID for the Sandbox.
     
  13. Click on Submit
 

Important note if you are creating a case from the Power of Us Hub

If you are creating a case from a Hub Post, please include the post's URL.

  1. To find the URL, right-click on the date/time and select to copy the URL.

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  2. Paste the URL into your Case Description.

Case Example


Case Example

The example Case above shows:
  • The Subject (1) should include either NPSP or HEDA at the beginning. This is very important as it aids in routing your case to the Salesforce.org Support Team.
  • The first line of the Description (2) should ask that the case be assigned to the Salesforce.org Support Team. The Description should also include:
    • A detailed explanation of the issue you are encountering, including e as much detail as possible.
    • Detailed Steps to Repeat (STR) so that the support team can troubleshoot the issue.
    • The result you are getting and what you expected to happen.
    • If this is a case suggested on a Power of Us Hub post, make sure you include the URL to the post.

We hope this has helped!

Contributed by David Okner
salesforce.com
First published April 28, 2017
Last modified February 25, 2019