5

Today I noticed a change in the Help&Training section. Last Friday (2015-10-23) it was more Aloha now it looks more Lightning.

But... the clickpath to the cases list is very long and time consuming. It wasn't straight-forward earlier, but it became way worse now. I want to go straight here:

enter image description here

As an unfortunate using a bookmark on https://help.salesforce.com/mysuccesshub?id=solutionFinder pipes me again to multiple clicktrough-pages and cost me time, even if I'm logged in already.

Extension 1

Additionally last Friday (2015-10-23) I had a "Clone" Button on the case-detail view. Now this is gone... The clone-button was very useful, since I have to log a lot of Cases for premier support (about Lightning Development, Bugs, etc.) and to fill out the long list is unnecessarily time consuming, because I use always the same Sandbox, OrgId, Browser, Browser-Version and I have provided login access...

Extension 2

It became very uncomfortable to log new cases, too. Before that "update" there was a "New Case" Button, which is gone! Now it looks like we have to click through the "Contact Us" in the right sidebar. Not nice...

Extension 3

Browser's forward/backward-navigation seems broken. You can't get reliably back and ahead, instead it will jump to an unintended page. Very frustrating...

Extension 4

I have to funnel all my texts (which are considerably long) into such a tiny little popup. This is very hard to use: enter image description here

Conclusion

Right now my case input- and management-time feels quadrupled - at least.

What am I doing wrong? How can I use the new interface so that it saves time instead of cost more time? I'm sure that I'm missing something.

Sidenote: I think the reason behind some of these issues is the Lightning way of navigation done by Javascript and events... It looks like it comes at the cost that you loose a lot of good basic browser features at this time.

6

The most direct way I found is using this URL https://help.salesforce.com/home and clicking on the user icon (top-right) and pick "My Cases". I think it's kind of hidden there.

enter image description here

In the meantime I received the following response from Salesforce support about the details (Extension 1-4)

Extension 1

The Help & Training Portal has being updated on October 23, 2015. In the new Help & Training portal there is no button to clone cases.

Extension 2

When the customer needs help, by typing the topic you need more information on, you will find suggested articles appear as you type and once you search, you will be able to find the answer you are looking for quickly from the resources across all of Salesforce. When the customer still not finding an answer they can always find the support by clicking on the option "Click Here" in the last step. You can always chat with the support, ask your questions in the community, log a case or call the support: https://help.salesforce.com/HTViewSolution?id=000001000

Extension 3

This is working as designed. This can be an idea to improve the Help & Training portal, you can add this idea in the success community website: https://success.salesforce.com/ideaSearch

Extension 4

This is working as designed. You can prepare your text first in word or notepad and then you can copy paste in the Case description. Or you can always add your information/images/files as an attachment to the case. You open the case and in the middle you have an option to attach a file.

Conclusion

It is "as designed". So as a result short time fixes or workarounds seems unlikely. We might need to estimate higher times for interaction in that system as before 2015-10-23.

|improve this answer|||||

Your Answer

By clicking “Post Your Answer”, you agree to our terms of service, privacy policy and cookie policy

Not the answer you're looking for? Browse other questions tagged or ask your own question.