How to create a salesforce support case


  • Log in to Salesforce Help .
  • Click Contact Support.
  • Click Create a Case on the “Create a Case” tile.
  • Select an “Inquiry Type” from options available to you: Technical Support for questions about Salesforce products, developer support, feature activation, Marketing Clouds, Admin Assist, etc. …
  • Fill in the required Case fields.
  • Add any Case Collaborators to allow people to follow Case progress.
  • Click Create Case.
Create a Case
  1. Log in to Salesforce Help.
  2. Click Contact Support.
  3. Click Create a Case on the “Create a Case” tile.
  4. Select an “Inquiry Type” from the options available to you: …
  5. Fill in the required Case fields.
  6. Add any Case Collaborators to allow people to follow Case progress.
  7. Click Create Case.


How do I create a case in Salesforce?

How to Create a Case in Salesforce

  • Overview. During the lifecycle of an interaction with a customer, partner, or even employee, you reach a point where you need to open a case in Salesforce.
  • Build on the Past. …
  • Imitation is the Sincerest Form of Flattery. …
  • Case Requirements. …
  • Gather Your Data. …
  • Creating Your Case. …
  • Continue Your Flow. …

How to contact Salesforce support?

Support for Additional Products

  • Heroku and Commerce Cloud – Support for other Salesforce Products
  • Salesforce Anywhere – How to Log a Support Case, Salesforce Anywhere (Quip)
  • Slack – Support for Slack App
  • Social Studio – Contact Social Studio customer support

How to log case to Salesforce support?

To submit a technical support case:

  • Log in to your Salesforce org.
  • Click the Question Mark icon, then click Get Support to open a new browser tab for Help & Training. …
  • 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.
  • From the first screen click Support & Services.
  • Click Create a Case.

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How to create a technical support case with Salesforce support?

To open a new case:

  1. Log into Salesforce. Open your Service Console app. …
  2. Click on the Cases tab or use the dropdown menu in the navigation bar to find Cases
  3. Click New to open the New Case page. …
  4. In the Contact Name field, search for the client and select from the list. …
  5. Select the Status. …
  6. Select Case Origin. …
  7. (Optional) Select a Type, Priority, and Case Reason.

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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 create a new case in Salesforce?

Steps to create a case in salesforce?User must log on to go to cases.Now click on New Button.Now enter Contact name, Account name, Status, Priority, Case origin, Subject and description for a case.Now you can click on Save or Save and close, Save and New, Check Spelling and Close.More items…

How do I set up a support team in Salesforce?

Every 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 set up case management in Salesforce?

From the object management settings for cases, find the fields area. If you’re using Salesforce Classic, from Setup, enter Cases in the Quick Find box, then click Fields. If you’re using Lightning Experience, from Setup, at the top of the page, click Object Manager. Click Case then click Fields & Relationships.

How do I log a support case in Salesforce?

Here are the new steps: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.

What is a Salesforce case?

Cases are a Salesforce tool that agents use to interact with customers to help get their problems solved — they really are the backbone of Service Cloud! Cases are powerful records in Salesforce that keep a log of customer issues, show agents a complete customer overview, and so much more, right on the platform!

What is Salesforce support?

(800) 667-6389Salesforce / Customer service

How do I give someone access to my Salesforce support team?

Salesforce ClassicLog in to Salesforce.In the upper right, click My Settings (or click on your name, then click My Settings)In “Quick Find” search field, enter “Grant” and click Grant Login Access.Set the Access Duration option to Support. … Click Save.

How do I create a Contact object in Salesforce?

StepsLog in to your Salesforce account.Click Setup at the upper-right corner.Under the Build section, click Create and select Objects.To create a custom object, click New Custom Object.Enter the name of the Custom Object in Label, Plural Label, and Object Name.More items…•

Can Salesforce be used for case management?

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 create 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 use cases in Salesforce?

6:2636:56And such and you can map those into fields within Salesforce. Both are Fredi straightforward to setMoreAnd such and you can map those into fields within Salesforce. Both are Fredi straightforward to set up the amount of case does require a few additional settings that we won’t get into today.


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.


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Follow Along with Trail Together

Want to follow along with an expert as you work through this step? Take a look at this video, part of the Trail Together series.

Create and Manage Support Cases Online via Salesforce Help

For full steps and details to create and manage Support Cases online through Salesforce Help, see our “ Submit or update a Case with Salesforce Support ” article.


Japan Support is available in Japanese language only. For English Support call the APAC Support number +65 6302 5700.

Create Case Queues

Create Product Support Tier 1 and Product Support Tier 2 queues so product support cases can be routed to one of these queues based on case criteria and how long the case has been open.

Create a Case Assignment Rule

So, now you have case queues set up and ready to handle different types of cases as they are created. Next, create and activate a standard case assignment rule to assign cases to the correct team members. This is how cases get sent to specific case queues, like the ones you just created.

Test the Case Assignment Rule

You want to make sure the assignment rules work for Ursa Major Solar by creating a case.

Verify Step

You’ll be completing this project in your own hands-on org. Click Launch to get started, or click the name of your org to choose a different one.


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