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Unable to add a person as Case Collaborator in the Help Portal

Publiseringsdato: Oct 13, 2022
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An overview of options if you are trying to Add a Case Collaborator on a case in the Help Portal, but can't find them when you search for them by name. This might happen if you're searching for the wrong name, the User has never logged in to the Help Portal, or if you each have Users in a different Salesforce organization.

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Add the collaborator by email instead of by search:

If you're unable to find the user to add with search, simply type their email address into the Case Collaborator's field and click Add. 


Use a different search term:

A common issue when adding collaborators to a case is that you're searching for the wrong name. The name you search for typically needs to match the name of that person's user in your company's Salesforce organization or Marketing Cloud environment.

Occasionally this might also occur if the name of the user in your org has been changed and the person's Salesforce Help details have not been updated to match.
 

Example: You're searching for the name "Joe Smith" but Joe's user is named "Joe Admin" in your org. 
Resolution: Confirm that your search term matches what's showing as the first and last name for that person's user in your Salesforce org.
 
Example: You're searching for the name "Joe Smith" but Joe's user in your org used to belong to "Sally Jones" and Joe hasn't logged in to Salesforce Help yet.
Resolution: Ask Joe to login to Salesforce Help and update his first and last name in the "My Settings" page (login to Salesforce Help, click on the user menu in the upper right, select My Settings, update first/last name, save).

Note: Both of these situations can be avoided by following some essential best practices for user management:
a. User accounts in an organization should have first and last names that match those of the person connected to the account (e.g. Joe Smith rather than Joe Admin).
b. User accounts that are no longer needed by the individual for whom they were created should be deactivated rather than being renamed and reused for a different person (e.g. user leaves company and is replaced by someone else).
c. New User accounts should be created for new individuals who need access to a Salesforce organization.

 

The record does not exist:

The search will only find other Salesforce Help users associated with your organization. If your colleague hasn't previously logged in to Salesforce Help Portal, then there is not portal user for the system to find.

In order to be added as a case collaborator in Salesforce Help, the person you want to add has to meet these requirements:
 

a. They must first have to be a user in your Salesforce organization / Marketing Cloud environment (otherwise they won't have any way to access Salesforce Help).
b. They must successfully access Salesforce Help when logged in to your org.

Resolution: Check with your colleague and ask them to login to Salesforce Help if they've never done it.

 

The record exists but the searching user can't see it:

This could happen if your colleague has an Salesforce Help user, but in a different Salesforce organization (for example, if your company uses multiple Salesforce orgs). In order to be able to find your colleague, you both need to be users in the same organization.
 

Example: You checked with your colleague and they showed you they have logged in to Salesforce Help, but you still can't find them
Resolution: If your company uses multiple organizations, your colleague might need to work with one of your org's system administrators to setup an user in the same organization as the one connected to your case.



In the event that none of the above solutions resolves your issue, please log a case with Salesforce Support for assistance.

See also:
Add a Case Collaborator
Salesforce Help Portal limitations

 

Knowledge-artikkelnummer

000385260

 
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Salesforce Help | Article