Guide to Partner Case Management

Case Management: As a Partner (Your Own)

How to Log a Case

1. Access and log into help.salesforce.com via TBID authentication - access can be via this help site directly by clicking on Contact Support (OR through the Partner Community > click on the "?" button at the top right corner > Support & Services).
2. Click ‘Select An Org’ to choose the Partner Org ID aligned to the user submitting the case.
3. Fill Out Subject and Description
4. (After waiting a few seconds) Select 'Pick a Different Product/Topic'
5. Select the Product and Topic
6. Select ‘Create Case’
   1. Note: Partners have the ability via an automated process to extend both Partner and Customer trial orgs through products and topic selection. The user will be directed to pick the expiration date for the trial org, which will differ between a Partner org and a Customer org.
7. Case record types for Partner orgs will be categorized as either:
   1. Partner Program Support
   2. Platform/Application Support
8. FOR JAPAN ONLY
   1. Resell Partners can submit cases, which is only available when Japanese is the language selected for the user on Salesforce Help.

Case Management: On Behalf of Customer Company

How to Log a Case

Pre-req: Customer must have either added the Partner as a contact in their Customer org, or merge Partner’s email aliases associated with Customer Orgs into their TBID Profile. This will then allow the Partners to access and submit cases on their behalf.

1. Access and log into help.salesforce.com via TBID authentication - access can be via this help site directly by clicking on Contact Support (OR through the Partner Community > click on the "?" button at the top right corner > Support & Services).
2. Click ‘Select An Org’ and choose your Customer Org ID.
3. Fill Out Subject and Description
4. (After waiting a few seconds) Select 'Pick a Different Product/Topic'
5. Select the Product and Topic
6. Select ‘Create Case’
   1. Note: Partners have the ability via an automated process to extend both Partner and Customer trial orgs through products and topic selection. The user will be directed to pick the expiration date for the trial org, which will differ between a Partner org and a Customer org.