How To Log A Case In The Partner Community

How to Log a Case in the Partner Community

* The partner community has numerous resources with the majority of information that is required on a daily basis. If the needed information cannot be found, program benefits are being requested, or a technical issue is being experienced, log a case!

1. Select the Support Tab within the Partner Community

2. Select the new case button

3. Select the case topic to ensure correct case routing. Cases can be logged for Partner Operations Support or for Technical Support.

4. When hovering over a case type additional details and useful information will be provided. Review the relevant links prior to case submission. 5. If the information provided does not resolve the issue select Create a Case

6. When creating a case additional content will be presented. Review known issues and chatter groups for the most up to date information.

7. Select the appropriate severity level. Severity Levels are based on the Business Impact. If logging an Urgent case be sure to provide the details of the impact. If the business impact provided does not meet the Severity Criteria (https://help.salesforce.com/articleView?id=000249281&type=1) Support will readjust the severity of the case.

8. Select the relevant sub-topic. Cases that do not have the most relevant topic may experience delays as the case gets rerouted to the correct team of experts, it is thus crucial that the most relevant topic is selected.

9. Provide a detailed Subject and Description ● When selecting a Subtopic a predefined template will be provided in the description. Complete all sections with as much detail as possible. Include any other relevant information that may not be requested in the template. 10. Submit the case