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Process for Salesforce partners to log support cases for Government Cloud orgs

Julkaisupäivä: Feb 11, 2025
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Partners may occasionally need to submit cases to Salesforce Support. This could be for help with changes to their own package or to help resolve issues in a subscriber org that may involve Salesforce.

When a Partner needs assistance with a Salesforce Government Cloud org, cases must be logged to Salesforce by a User in that Government Cloud organization. 

Ratkaisu

In order to comply with FedRAMP requirements, any issue involving a Salesforce Government Cloud org must be logged directly from that org. 

This requirement ensures proper routing and handling of the case by Support staff who are authorized to assist Government Cloud customers. 

If you are a partner with your own System Administrator login for the Government Cloud org needing assistance, you may log a Support case directly via the "Help & Training" link when logged in to that org.

If you do not have direct login access to a customer org, then please ask your customer to contact Salesforce Support directly through the Salesforce Help Portal.


At their discretion, the customer may then direct Salesforce Support to work with the partner via this newly created support case, or may choose to work directly with Salesforce Support themselves. 
Knowledge-artikkelin numero

000387685

 
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Salesforce Help | Article