Gathering Details for B2C Commerce Support Cases

When opening a case, ensure that the issue and business impact are clearly defined by providing the following general points:

• WHAT?
  • What is happening vs. what is expected?
  • Any error messages? Log entries?
  • How many users are affected?
• WHERE?
  • What resource -- Business Manager, Account Manager, etc.?
  • What instance/s -- PRD, DEV, STG, sandbox, on-demand sandbox?
  • What site/s? Provide a URL if applicable.
  • Is this a global issue or a local one?
• WHEN?
  • When did this issue start?
  • Frequency: intermittent or continuous?
  • Has this issue happened before? If so, provide details! Please note that if the expected behavior never occurred in your environment, then this is likely an implementation issue, and you may have luck finding relevant documentation in Salesforce Help, Developer Center and GitHub.
• EXTENT/SCOPE?
  • How much or how many objects does the problem affect? Consider instances, customers/users, products, regions, jobs, etc.

Some other details that may help push the case toward a speedier resolution include the following:

• Business impact
  • What are the immediate and future business impacts or consequences of this problem? For example, if orders cannot be exported, then the cost of express shipping may need to be refunded since impacted orders may not be delivered on time.
• Timeline
  • Providing relevant details that occurred before and after the onset of the issue can help Support follow the breadcrumbs to the root cause of the problem. Details can include code releases, replications, discovery of the issue and/or when it was first reported, etc.
• Replication
  • What specific steps must Support follow to observe this issue firsthand? The more detail, the better. Screenshots can be helpful as well!

  • Did any of the following happen right before the performance issues started:

    • Replication of data or code:

      • Business Manager > Administration > Replication> Data Replication

      • Business Manager > Administration > Replication> Code Replication

    • Manual editing of data on the Production instance.

    • Manual clearing of the cache or a cache partition on the Production instance.

    • Import of a large data feed.

• Pre-Support Case Triaging
  • Has the issue been reviewed prior to the creation of a Support Case? Is there any article or documentation that relates to the issue? Can any full traces and/or log files be shared with Support?
• Visual Evidence
  • Screenshots, where applicable, are always appreciated, and can be attached to Support cases.