Loading

Required Information for Investigating Salesforce Mobile App(Salesforce for iOS / Android) Issues

Veröffentlichungsdatum: Oct 10, 2025
Beschreibung

When customers report issues with the Salesforce Mobile App (iOS or Android), the support team requires specific information to conduct an efficient investigation. Providing this information upfront reduces back-and-forth communication and helps resolve issues faster

Lösung

When reporting an issue with the Salesforce Mobile App (iOS/Android), please include the following information for a faster resolution.

  • Device and App Version: The type of mobile device, OS version, and the version of the Salesforce Mobile App you are using. (e.g., iPhone 13, iOS 16.5, v256.000)

  • Username: The username of the user experiencing the issue (in email address format).

  • Issue Summary: A summary of the issue and a screenshot of the screen when the issue occurred. (e.g., An error message appears at application launch, preventing further progress.)

  • Date and Time of Occurrence: The date and time the issue occurred. (e.g., Around 15:30 on October 27, 2025)

  • Troubleshooting Steps Taken: Please let us know if the issue was resolved by clearing the cache or reinstalling the Salesforce Mobile App. (e.g., Tried clearing the cache and reinstalling, but the issue persists.)

  • MDM/VPN Usage: Whether you are using a Mobile Device Management (MDM) or Virtual Private Network (VPN) connection. (e.g., Microsoft Intune, Zscaler)

Providing this information will help us conduct a smoother investigation.

Nummer des Knowledge-Artikels

005225295

 
Laden
Salesforce Help | Article