Radian6 - Engagement Console - Best Practices for Contacting Customer Support
|Knowledge Article Number||000176933|
|Description||Below are some items that you should include when submitting a case to the Salesforce Marketing Cloud Support Team. This will ensure that they have all the information they require in order to answer your questions effectively. If excluded, Support will reach out to ask for this information. Including it in your initial email can save time and help them resolve your issue faster.|
|Resolution||You can reach the Salesforce Marketing Cloud Support Team by Email: firstname.lastname@example.org, Twitter: @mcloudsupport, or if it is a critical issue, contact our Toll Free number: North America: 1.888.672.3426 United Kingdom: 080.8234.6730 Australia: 1.800.894866
Please include the following when submitting Engagement Console cases to Salesforce Marketing Cloud Support:
Other information needed is including by issues listed below:
General Errors, Inquiries and Issues
General errors can include but is not limited to: unable to post, unable to use workflow, spinning stacks, missing stacks, etc.
Missing Content and/or posts
How to find a Debug Log
A debug file can be found in the following steps or for more detailed information, see How to Find a Debug File.
1. Open your Engagement Console.
2. Click File in the Menu Bar. (Radian6 Engagement Console on Macs)
3. Select Preferences.
4. Scroll down to the Debug Logs section.
5. Select the newest Debug file. Each file displays dates and times. The newest one will capture the recent error you have experienced.
6. Once the file is opened, right click and choose Save As.
Please do not change the name of this file as it compromises the formatting.7. Attach the document to your email to Customer Support.
If you do not have access to Preferences, your permissions are set up to block them. Customer Support can assist with this.
Furthermore, if your error is related to being unable to load the Engagement Console, there is another way to locate the debug file and it can be found here.
Once you have gathered the above information, please forward to the Salesforce Marketing Cloud Support Team.