Embedded Service SDK for Mobile Apps – Information Required When Logging a Support Case

To ensure the fastest resolution, include the following in your support case submission:

Please provide the following information in your case:

1. Device make and model. (For example, iPhone 11 Pro Max or Google Pixel 4.)

2. Platform and version. (For example, iOS 13.2.1 or Android 9.0.)

• On iOS, this appears in Settings > General > About.
• On Android, this usually appears in Settings > Device Information.

3. Embedded Service SDK components being used. (Chat, Cases, Knowledge, and/or SOS)

4. Whether authentication is being used with the Service SDK.

5. Embedded Service SDK version. For the latest version, see the iOS release notes and the Android release notes.

6. Salesforce Mobile SDK version (if being used). Some customers use the Salesforce Mobile SDK in conjunction with the Embedded Service SDK.

7. Third party libraries being used, such as the Salesforce Feed SDK, UI SDKs, etc.

8. Information about the development environment.

• For iOS, include the Xcode version and the iOS SDK version. You can get the Xcode version by typing: “/usr/bin/xcodebuild -version” (no quotes) into the terminal (file path may need to be updated), or by using the “Xcode > About Xcode” menu option.
• For Android, include the Android Studio version and the Gradle version.

9. Screenshots or video describing the issue (if available). This can significantly increase resolution time.

10. Crash logs or console logs. Additional debug logging can optionally be enabled (iOS , Android).

11. Source code or sample related to the issue.

12. Steps to reproduce the issue.

13. Actual results vs. expected results.


Please note that this article only pertains to the Embedded Service SDK (formerly Snap-ins SDK) which are supported by Salesforce Support, whereas Salesforce Mobile SDK is an open-source product. Because mobile SDK development can be unique, we ask customers to please post specific inquiries and questions using the <mobilesdk> tag on the Salesforce Stack Exchange site.