Support Cases
Support cases allow you to report issues, request assistance, and track the resolution process within your organization. This tab provides tools to create, manage, and follow up on cases using intuitive filters and search options.
You can create and track support cases using various filterable fields. The following functions are available on this tab:
- Create a new case: Submit a support request for assistance.
- Check case status: View the latest status and details of a specific case.
- View and engage with existing cases: Post updates and add comments to ongoing cases.
- Search for cases: Use keywords to quickly find specific cases and view their details.
- Sort cases: Click a column header to sort the list by that column. For example, click Type to sort cases by type.
- Filter cases: Use the filters to narrow down the list of cases by Product, Type, Status, or Severity. By default, the Status filter is set to All Open, allowing you to view all open cases immediately.
- Export: Export filtered case data as a CSV file for offline review or reporting.
Case access is permission-based:
- Standard users can view only the cases they have submitted.
- Users with the admin role can view all cases submitted by the company.
Support Cases Tab Fields
The following table describes the fields and their descriptions on the Support Cases tab:
| Field | Description |
|---|---|
| Case ID | Displays the unique Case ID number. Click to view detailed information about the case. |
| Subject | Indicates the relevant application for which the case was created. |
| Application | Specifies the name of the application where the issue was reported, such as M2M or EAM. |
| Type | Identifies the type of case. |
| Severity | Defines the severity level of the issue. Each level has a specific response time. Severity levels include:
|
| Contact Name | Specifies the name of the customer who created the case. |
| Created Date | Displays the date and time when the case was created. |
| Status | Shows the current status of the case, such as In Progress, Unassigned, or Escalated. |
| Reload Data | Click the Reload icon to refresh the tab and update the screen with the latest information. |
Email Notifications for Support Case Updates
The system sends real-time email notifications to customers whenever there are updates to their support cases in Salesforce. These notifications include secure, direct links to the case details in AppCentral, allowing quick access to the most current information.
Case Status Change Notifications
Customers receive email notifications when the status of a support case changes. For example, if a case moves from In Progress to Resolved, the system sends a notification with a reference link to view the updated case in AppCentral.
Comment Update Alerts
When a support agent adds a new comment to a case, the system sends an email alert to the customer. This alert includes a direct link to the case, enabling the customer to review the latest updates without logging in manually.
Secure Reference Identifier
Each support case update generates a unique reference identifier. This identifier is embedded in the email link and ensures secure and accurate navigation to the relevant case details in AppCentral.
Platform Link Selection
The system determines which AppCentral link to include in the email based on the account’s AppCentral Live status and relevant transition dates. This ensures that each customer receives the correct link corresponding to their current platform status.