Admin Assist: Log a Case

Log an Admin Assist request

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.  

 
List of questions by Task

Please gather the following information, and include it in your case to ensure accurate and timely Case handling.

Questions by Cloud

• Core
  • Custom Report Types
  • Dashboard Folders & Sharing
  • Dashboards
  • Report Creation
  • Report Folders & Sharing
  • Create and Modify Einstein Analytics Lenses
  • Einstein Analytics App
  • Einstein Analytics User Access
  • Create and Modify Einstein Analytics Dashboards
  • Data Delete
  • Data Import
  • Data Update
  • Duplicate Management
  • Create and Update Einstein Analytics Datasets from Salesforce
  • Page Layouts and List View
  • List Views
  • Profile Creation/Maintenance
  • User Creation/Maintenance
  • Assignment/Auto Response/Escalations
  • Process Builder
  • Custom and Formula Fields
  • Validation Rules
  • Workflows & Approvals
  • Role Creation/Maintenance
  • Sharing Rule
• Social Studio
  • Create/Modify Custom Classification Levels
  • Create Modify Custom Engagement Levels​
  • Export of Topic Profile Keywords into CSV File
  • Import of Topic Profile Keywords into existing Topic Profile
• ​Marketing Cloud (in progress) 
  • Create Business Units
  • Create Lists, Data Extensions, filtered Mobile Lists, and/or Groups
  • Review account settings to ensure proper enablement
  • Create users, roles, or and assign enabled permissions
  • Create SendLog data extension
  • Create a Standard Report from report catalog
  • Configure a data extract and automation
• ​Pardot 
  • User Creation/Maintenance
  • Salesforce Engage Licenses
  • Custom Objects
  • Create & Update Custom Fields
  • Mass Transfer, Create or Update Records

Core 

Custom Report Types

1. What object(s) should be available in the custom report type?
2. What fields should be displayed in the custom report type?
3. What report category should the custom report type be saved in? Example: Accounts, Contacts, Opportunities, Other Reports, etc.

Dashboard Folders & Sharing

1. What are the names of the folders?
2. Who should have access or be removed?
3. What access level should they have? (Viewer, Editor, Manager)

Dashboards

1. What is the name of the dashboard/dashboard folder to create/edit?
2. What is the name of the component(s) to create/edit? Example: Closed Cases this week.
3. What is the component type? Example: Vertical chart, Gauge, Metric, Table, etc.
4. What should be on the X-axis and Y-axis?
5. What is the source report name? Example: Which report should this component display?

Report Creation

1. What object(s) or report types need to be created/edited?
2. What type of report?

• Tabular: an ordered set of fields in a table format.
• Summary: similar to tabular report, but allows grouping by rows and sub-totals.
• Matrix: similar to summary report, but allows grouping by rows and columns.
• Joined: a report consisting of data from different report types.

Report Folders & Sharing

1. What are the names of the folders?
2. Who should have access or be removed?
3. What access level should they have? (Viewer, Editor, Manager)

Create and Modify Einstein Analytics Lenses

1. Does the Lens exist?
2. What Dataset(s) should be used? And where does the data exist?
3. What measures are to be calculated?
4. What groupings are needed? What type of visualizations?

Einstein Analytics App

1. Please provide the name of the new or existing App.
2. Who should have access to the App?
3. Please provide any existing Dashboards, Lenses and/or Datasets that should be added.

Einstein Analytics User Access

1. Please Provide a list or Name of the Users.
2. What access capabilities in EINSTEIN ANALYTICS should they have?

Create and Modify Einstein Analytics Dashboards

1. Does the Dashboard exist?
2. What measures/results are to be provided?
3. What components and functionality (filtering, faceting) are needed? What type of visualizations?I

• If from an existing Dashboard in Lighting/Classic, provide the Datasets or details for the creation of source Datasets. (Objects, field groupings, etc.)

Note: These details will help with the completion and success of the Dashboard. There may be differences between the Lighting/Classic components and Einstein components.  
Some requests may not be in scope for Admin Assist to complete.

Data Delete

1. Which object(s) should be deleted?
2. Please provide us with a .csv file containing the record IDs for the records to be deleted. A separate .csv file needs to be provided for each object.

Note: Deleting parent object records also deletes associated child object records. For example, deleting Account records will also delete the Opportunity, Contact, and Task records associated to the Account.

Data Import

1. Which object(s) is the import for?
2. Please provided us with the .csv file with all the required field with the correct data type. If there are any required look up relationships on that object then we would need the record IDs to which you want to relate. (Example: If you are importing Contacts, the file should also include a column for AccountID that includes the ID for the Account the Contact belongs to). A separate .csv file needs to be provided for each object.
3. Each column header in the .csv file should match the field name in Salesforce.
4. If there are any validation or workflow rules that need to be deactivated for the import, please specify the rule name(s).

Note: Modifying, manipulating data in files goes beyond the scope of support.

Data Update

1. Which object(s) is the update for?
2. Please provide us with a .csv file containing the record IDs for the records to be updated. A separate .csv file needs to be provided for each object.
3. Each column header in the .csv file should match the field name in Salesforce.
4. Specify which columns are to be updated.
5. If there are any validation or workflow rules that need to be deactivated for the import, please specify the rule name(s).

Note: Modifying or manipulating data in files goes beyond the scope of support.

Duplicate Management

1. What object(s) is the rule for?
2.  Alert text (Example: You are creating a duplicate record. We recommend you use an existing record instead.)
3. What fields do you want the duplicate rule to trigger on? (Example: Contact Email address or Account Name)

Create and Update Einstein Analytics Datasets from Salesforce

1. What is the name of the Dataset.
2. Please list the Objects and relationships to be included.
3. What fields for each Object should be included or excluded?

Page Layouts and List View

1.  What is the name of the page layout to create/edit?
2. If creating a new page layout, is there an existing page layout we can clone from?
3. What sections, fields should be edited/added to the page layout? If certain fields should be read-only, please specify.
4. Which record type(s) should the page layout be associated to?
5. If you need a record type created as well, please specify:

• Record type name.
• Name of an existing record type to clone from.
• Profiles that should have access to the new record type.
• Any picklist values that need to be edited for the record type.

List Views

1. Which object(s) should the list view be created/edited on?
2. What is the name of the list view?
3. What fields should be displayed in the list view? Please list in order.
4. What is the criteria for the list view? Example: All Accounts in Billing State = CA
5. Who should have access to the list view?

Profile Creation/Maintenance

1. What is the name of the profile to be created/edited?
2. For new profiles, which existing profile should be cloned? Note: All new profiles must be cloned from an existing one.
3. What permissions need to be added/changed on the profile? Such as object permissions, administrative permissions, tab settings, etc.

User Creation/Maintenance

Required Information

1. Full Name
2. Email
3. Role
4. Profile
5. Generate new password and notify user immediately? (y/n)

Optional Information

Note: If nothing is provided for optional information the default values will be used.

1. Username
2. Alias
3. Nickname
4. Timezone
5. Currency
6. Locale
7. Language

If you would like to simply edit a current user, send us your list of changes below:

Assignment/Auto Response/Escalations

1. Is this request for a Case or Lead assignment rule?
2. What is the name of the rule?
3. What is the criteria for the rule? (Example: Lead State/Province = CA)
4. Which user or queue should the record be assigned to?
5. Which notification Email template should be used? (Please specify the Email template folder and name, can also be left blank)
6. Repeat 3-5 for each rule you need created.

Process Builder

1. What is the process name?
2. What is the process description? (optional)
3. What object does the process trigger on?
4. What is the criteria for the process triggering? (Example: When opportunity stage = Closed Won)
5. What is the immediate action for the process? (Example: Update record, Email alerts, Create a record, Submit for approval, etc.)
6. Describe any other criteria, actions the process should trigger.

Custom and Formula Fields

Create a Field

1. What object is the field on?
2. What is the name of the field?
3. What is the data type for the field? (Example: phone, email, number, currency, date, date/time, long text area, picklist, checkbox, lookup, formula, etc.)
4. Please specify the number of decimals, formula logic, picklist values, etc.
5. What should be in the description and help text? (optional)
6. Please specify any desired profile permissions or page layout requirements.

Modify a Field

1. What object is the field on?
2. What is the name of the field being edited?
3. What is being changed? (Example: field name, data type, number of decimal places or text characters, formula modification, field-level security, etc.)

Validation Rules

1. Object
2. Rule Name
3. Activate Rule? (Y/N)
4. Rule Description
5. Rule Logic
6. Error Message
7. Location of Error

Workflows & Approvals

Workflow

1. What object should the workflow be created on?
2. What is the name of the rule?
3. What is the rule description? (optional)
4. What is the rule criteria? (Alternatively, the business process can be described)
5. What actions should happen when the rule is triggered? (i.e. email alert to Account Owner, Field Update, etc)
6. Specify any time-based criteria/actions.

Approval Process

1. What object will this approval process be for?
2. What should the approval process be named?
3. What is the criteria for records to start the approval process?
4. Please describe the approval process steps, logic, approvers, etc.

Role Creation/Maintenance

1. What is the name of the new role?
2. Which role is the new role reporting to?

Sharing Rule

1. Object (example: Account, Leads, Custom Objects)
2. Records owned by:
3. Records shared to:
4. Level of Access (Ready Only, Read/ Write)

For criteria based sharing, state the criteria instead of record ownership. For example, Industry = Technology share to X. 

Note: Record ownership can be based on the following types: Public Groups, Queues, Roles, Roles and Internal, Subordinates, Roles and Subordinates, Territories, Territories and Subordinates.

Social Studio

All cases should be submitted by emailing marketingcloudpremier@salesforce.com.
 

Create/Modify Custom Classification Levels

1. What is the Tenant Name and Id? (Located under the Tenant Admin Section of Social Studio)
2. What is the list of classification levels?
3. Are the classifications to being added or removed?
4. If the classifications are replacing existing classifications, specifically which classification will replace which existing classification.
5. If the classification level is being removed from the list of classification, the classification will also be removed from any post that previously had that classification applied.
6. Do you have Approval from your Super User or Account Executive?
7. Can you provide the approval to your email to support?

Create Modify Custom Engagement Levels​

1. What is the Tenant Name and Id? (Located under the Tenant Admin Section of Social Studio)
2. Do you have a list of the Engagement levels to be added, replaced, or removed?
3. Are these Engagement Levels to replace existing Engagement Levels? If so, which will they replace? Note: Anytime an Engagement Level replaces a previous Engagement Level, the name change will be replaced both in the list of Engagement Level options and on posts that were previously applied the original Engagement Level. For example, if a post is applied with a "Closed, No Action Required" Engagement Level and later on the Engagement Level is re-named to "Closed, No Follow-Up", all posts that previously had "Closed, No Action" will have the new Engagement Level "Closed, No Follow-Up" applied.
4. Are these Engagement Levels to be added in addition to the existing Engagement Levels?
5. Are there Engagement Levels to be removed? Note: If an Engagement Level is removed from the list, it is also removed from all posts that it was applied to.
6. Please indicate for each Engagement Level, which should be flagged as "default open", "open", "default closed", or "closed".

Note: Each Engagement Level must either have an open or closed status when applied. Each tenant must have a "default open" and "default closed' engagement level. For Engagement Levels that are "open", when applied to a post in workflow, the post will be open. When an Engagement level that is "closed" is applied to a post, the post will be marked as closed.

Additional info: If you use Social Studio Automate, any rules you use will not be updated automatically, you will need to review and update them manually.
 

Export of Topic Profile Keywords into CSV File

Note: In order to export a Topic Profile the request must be submitted by the Owner or a Super User.

1. What is the Tenant Name and Id? (Located under the Tenant Admin Section of Social Studio)
2. What is the Topic Profile Name(s) and ID(s).

Import of Topic Profile Keywords into existing Topic Profile

Note: In order to Import a Topic Profile the request must be submitted by the Owner or a Super User.

1. What is the Tenant Name and Id? ) Located under the Tenant Admin Section of Social Studio.)
2. Have you completed the 'Keyword Upload and Instructions' CSV?
3. Can you indicated if you need to “Add” or “Replace” keywords in your email to support?
   
   
   

Marketing Cloud

All cases should be submitted via the Help and Training Portal as a Configuration Services case.
 

Create Business Units

Create Lists, Data Extensions, filtered Mobile Lists, and/or Groups

Review account settings to ensure proper enablement

Create users, roles or and assign enabled permissions

Create SendLog data extension

Create a Standard Report from Report Catalog

Configure a data extract and automation

Pardot

User Creation/Maintenance

Required information to create, update or deactivate user(s)

1. First Name (text)*
2. Last Name (text)*
3. Email Address (text)*
4. Timezone (text)*
5. User Role (text)*
6. Job Title (text)*
7. Phone (text)
8. URL (text)
9. CRM Username (text)
10. Tags applied (text)

Required information to create or update Users

1. Would you like to expire the User's password after 90 days? (yes/no)
2. Would you like to deploy an Activation Email upon creation of this User's seat? (yes/no)
3. Would you like to set Security Limits for this User? If so, note the appropriate limits, and identify their limit.
4. Limit Prospect import (yes/no). How many records may this user import at a time?
5. Limit Prospect export (yes/no). How many records may this user export at a time?
6. List email sending (yes/no). What is the maximum number of recipients this user may email in one list send?

Required information to create brand new Users

1. Would you like to set this User's Pardot Email preferences? If so, include the following preferences you would like associated with this User.
2. Send daily prospect activities email (for my prospects) - checked by default.
3. Exclusive prospects with tags [text]
4. Send an email when a prospect is assigned - checked by default.
5. Send daily prospect assignment emails.
6. Send daily visitor activity emails.
7. Send starred prospect activity alerts - checked by default.
8. Send weekly search marketing emails (sent on Mondays.)
9. Send monthly inactive automation report email

Salesforce Engage Licenses

Required information to assign or unassign Salesforce Engage Licenses from Users

1. Assigning (or unassigning) Engage Licenses will automatically assign (or remove) certain API permissions to your Users. Have you recorded the Salesforce Engage API Permissions? (yes/no)
2. Please provide the Email Address and/or User Name for each User for whom you'd like to assign (or remove) Salesforce Engage licenses and permissions sets to (or from).

Custom Objects

1. Name of custom object (display name):
2. Plural name of custom object (plural display name):
3. Display field:
4. List of fields that need to be enabled to sync with Pardot and show in the activity table:

Create & Update Custom Fields

Required information to create or update any Custom Fields with Pardot

1. Please provide the unique Name for the Custom Field that is either being create or update.
2. Optional - provide the appropriate Tag(s) you would like to apply to the Custom Field.
3. Optional - if applicable, provide the Salesforce.com Field Name you would like to map the Pardot Custom Field to.
4. What type of field is to be created/updated? Specify one:

• Text
• Number
• Date
• Radio Button
• Checkbox
• Dropdown
• Textarea
• Multi-select
• Hidden
• CRM User

5. If the Custom Field is a RadioButton, Checkbox, Dropdown, or Multi-Select, provide the pre-defined values for the field.
6. Optional - For Radio Buttons, Checkboxes, and Dropdowns, would you like to keep this field's type and possible values in sync with the CRM?  (yes/no)
7. Optional - Would you like to record and display multiple responses for the field? This is useful for fields that are set to always be displayed like reporting issues.(yes/no)
8. Optional - Would you like to set a default merge value to be used when this field doesn't have a value? If yes, what default mail merge value would you like to define?
9. Optional - Would you like to validate this field on import? (yes/no)
 

Mass Transfer Create or Update Records

Required information to mass transfer, create, or update Prospect records within Pardot

1. Please attach the file that includes the records to be transferred. Note: date must be in UTF-8 format, the file must be in a CSV format, and each record must include both Email Address and CRM ID. Review Pardot's Usage Notes on Imports.
2. If you Account allows multiple Prospects with the same email address, select whether you would prefer to:

• Create and update prospects using Salesforce Login or Contact ID
• Create and update prospects using email address

3. Have you read, and if the file in compliance with Pardot's Email Based Marketing Policy? (yes/no)
4. For every column of data you would like to import into Pardot, provide the appropriate field to mapped in to Pardot. Indicate if you would like to enable "Overwrite existing data" for any of these fields.
5. What is the Pardot Campaign you would like to associate this file with?
6. What is your preference in associating the Pardot campaign?

• Do not change the campaign for existing prospects (recommended)
• Set this campaign for all prospects

7. Optional - provide the appropriate Tag(s) you would like to apply to the Prospects records
8. Identify the appropriate action you would like taken upon import:

• Import Prospects and Add to List(s)
• Import Prospect and Remove from List(s)
• Import Prospects and Global Opt-Out
• Import Prospects
• Un-delete matching prospects found in the recycle bin during this import

9. Optional - if Importing Prospects and Adding to List(s), identify the List(s) Prospects should be added to.