There are times when the only way to resolve an issue is to deal directly with Salesforce Support, such as when you need to ask them to adjust a soft limit for an organisation.
This can be a frustrating experience (see What's more helpful than Salesforce Customer Support?).
- When raising a support case, what approach is the most effective?
- What information should I supply in the case notes by default?
- Are there any steps I should undertake to speed the process up?
For example, when I've tried calling Premier support I've found they have trouble understanding my accent and the case notes they create are often incoherent. To be fair it may be my fault as a New Zealander, but I feel like a Scotsman in a voice activated lift.
I suspect there are other issues at play here as well. The client Org User records I often work in will be in another time zone, say Pacific Standard Time where I'm on NZ Standard Time. I'll end up exchanging case notes with support every 12 hours or getting a phone call at 8 pm. How important is the data in the user record that raises the case?