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Questions tagged [support]

The tag has no usage guidance.

0
votes
1answer
32 views

File Transfer Button in Live Agent Not Working

We've suddenly started to see an issue in Live Agent where, if an agent requests a File Transfer, the button presented to the user to upload the file does nothing when clicked. It'll get the focus ...
0
votes
1answer
76 views

Case Deflection not working in Salesforce Community

I have set up Knowledge and a community page containing the Contact Support Form and Case Deflection components. However when typing in the form, no cases are suggested. In the Knowledge Settings I ...
0
votes
1answer
83 views

Fail to update Email Address in All Subscribers via Import Activity

We need to update the email address of users in All Subscribers, so we used the following aproach: Populate a DE with the users to update, saving Subscriber Key and new email address. Export the DE ...
0
votes
1answer
38 views

How do I filter support knowledge articles by type using REST API?

I can get a list of all articles types using https://xx.my.salesforce.com/services/data/v44.0/support/knowledgeArticles/ I want to get a list of articles of type Problem_Error__kav, How_To__kav only. ...
0
votes
0answers
169 views

Is downloading multiple files officially supported by Salesforce in lightning?

The url "hack" to use /sfc/servlet.shepherd/version/download/ has been documented in a salesforce blog about visualforce pages showing images, however I can't find anywhere where this is officially ...
0
votes
1answer
35 views

How to open a case with the Premier Support Number?

I have found a my premier suppor number for my org. How do I open it/ attach it with the ticket case (so I can get support quicker) I have been told it is quicker as its a paid service we have.
2
votes
1answer
194 views

openPrimaryTab() from pageBlockTable link (SOLVED)

I've created a custom sidebar using a visualforce page and custom controller to dynamically search for relative cases. All is working well but now I'm trying to get the links to open up as a primary ...
9
votes
4answers
5k views

Will Salesforce ever drop support for Classic

Recently Salesforce have introduced Lightning Winter 17, will Salesforce at some point drop support for Classic?
1
vote
0answers
412 views

Can't login to developer org. How to contact Salesforce support?

I have couple of issues login to my developer orgs. I tried to reset the password. But once the reset link is clicked, it says "Your reset link expired after 24 hours or has already been used." I ...
3
votes
1answer
101 views

Sandbox “Caching” Issue - Slow First-Record Access

This is a problem I've dealt with randomly for many years now. At my new company, our Full sandbox has what I like to call a "caching" issue. I know no other way to describe it. Every morning, I am ...
2
votes
2answers
93 views

Access to customer's org

What does the appexchange vendor have to do so that they can get access to customer's org as shown in the picture below?
2
votes
1answer
323 views

View State Information Hidden on Managed Packaged VF Pages

I have been attempting to get the View State information for my managed packaged VF page within a customers sandbox. The user I am logged in as does have Development Mode and Show View State in ...
0
votes
1answer
40 views

How to submit a case from ISV developer org?

I tried to find a link to submit a case requesting enabling person account but did not find a link in my ISV developer org. Any thoughts please.
0
votes
1answer
28 views

Are Premium Success Plans per user or per company? [closed]

Our organizations plans on starting up with Salesforce and we were thinking of buying the Premium Success+ Plan. Is it per company? If it's per user, does a company need as many of these plans as ...
2
votes
0answers
20 views

How to get fast help on a “UNEXPECTED_EXCEPTION” Exception

This has happened twice to me in the past 6 months. A SOQL query started throwing a UNEXPECTED_EXCEPTION exception (at a customer site). Both times the interaction with support went something like: ...
6
votes
1answer
180 views

Getting a log/stack trace from an Error Id with basic support

I have a client who only has "basic" support. Earlier today, we started getting error messages from some time based workflows actions. I created an support case asking if they could send us the ...
1
vote
1answer
46 views

Salesforce forecast - for integration of Forecasts from SFDC

We have full sandbox environment.We are integrating information from SQL SERVER-SFDC.Then, We need to Perform Forecast on it. We have identified 2 options : case 1: We have to write apex code on ...
0
votes
1answer
546 views

how to automatically populate CC field using email-to-case

I am trying to figure how to automatically populate CC field for a specific customer when replying back from a support case. So in my case when I reply back to this customer via email-to-case I would ...
5
votes
1answer
66 views

Support: How to go straight to cases-list on a client org? How to clone cases?

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 ...
1
vote
1answer
60 views

Remove an available option from the “From” for Case Emails?

Our Support Manager is set as the default user for our Support Cases. When he goes to send an email it defaults to 'Managers Name' Is there any way to remove this option all-together? Both ...
4
votes
1answer
376 views

Check if browser is supported by salesforce right on visualforce page

In short, we need to display to the community users kinda warning in case if their browsers are not among supported by salesforce. The option we've come up with so far, is just to check user's agent ...
33
votes
2answers
306 views

Which kind of issues will be shown at trust.salesforce.com and which issues will be omited?

In the context of a different question, we encountered a deployment performance degradation on EU5 of between 6000% to 10000% using Metadata-API. This means that work (saving a single APEX file to the ...
12
votes
3answers
376 views

Metadata+ToolingAPI access on CS14 (and other pods) extremly slow & No Support?

We are working on CS14. Starting last Friday we are suffering form a extreme performance loss on CS14. Loading and Saving Metadata via Tooling/Metadata-API is very slow. Operations which usually ...
4
votes
1answer
2k views

Unresponsive Certification Support - any idea how to contact them?

I'm trying to start a Salesforce certification exam since last week but I did run into several technical problems with the Sentinel App and biometric identification. The basic issues I have resolved ...
0
votes
1answer
198 views

SalesForce Objects without Timestamp Values

I am trying to achieve Incremental load from Salesforce.com to my Oracle DEV instance.For most of the tables i have createddate with timestamp to apply my logic for pulling latest records, but for ...
2
votes
2answers
51 views

ISV Support multiple client orgs

We have developed an app for salesforce which uses the salesforce standard product (Product2) object. Now we have got a customer who instead of using the standard product object, uses a custom object ...
1
vote
0answers
123 views

Need help creating a new case record type and page layout for internal SFDC support requests

I'm preparing to create a new case record type and page layout so that I can track and manage the long lists of requests that I receive for my Salesforce org - (presently I'm a solo admin). I know ...
10
votes
2answers
865 views

List of Features and Limits which can be activated/increased by the support

There are a lot of features which can be activated and limits which can be increase if you contact the support. As an examples you can log a case to do the following: Activate: Organization ...
2
votes
1answer
541 views

Average Salesforce Certification case response time?

Is there anyone to help me out please, I had taken the exam on 16 th of sep, 2014 and in between my exam was paused. I have opened up a case with salesforce certification and still there's no response....
7
votes
2answers
2k views

Indexing Fields WITHOUT Salesforce Help (dates, etc)

I am asking this here because I'm having my usual run-around with Salesforce (we do not pay for Premium or "Developer" support if there even is such a thing) and I'd like to know if someone has ...
0
votes
2answers
60 views

Seeking recommendation for a IT ticket management app [closed]

I'm comparing apps in appexchange for IT ticket management. I've found 'BMC Remedyforce - IT Help Desk' pretty good. Have any of you used any other apps which were better? (The other option is to ...
4
votes
4answers
3k views

Unable to log salesforce support case from developer edition

I want to log a case in my developer edition. When I click on Contact Support from this URL: https://help.salesforce.com/HTUnauthContactSupport I can see an Open a Case icon. On clicking it I get ...
0
votes
1answer
71 views

Salesforce and GMX email

A lot of my contacts have gmx email, and they are complaining that are not receving email sent directly from SF. Does Salesforce has any compability problem with GMX?
3
votes
1answer
178 views

Email Template Using Letterhead - Make Images in Letterhead Clickable

How can I make the images in my letterhead email templates click-able and linked to my website? I know it can be done using custom HTML email templates, but then this prevents me from being able to ...
3
votes
1answer
379 views

Email handler - custom bounce email with attachment

I've developed a custom inbound email handler in order to be used with email-to-case, but, when some criteria are met, I need to "bounce" a custom email to the sender indicating some steps to follow ...
5
votes
1answer
271 views

Salesforce Support, Lack of Communication

I was wondering if there's some sort of place I can report opened tickets. I currently have one in which I haven't heard from my support guy in 2 business weeks (13 days), This ticket has been opened ...
7
votes
1answer
2k views

Why do Partner Developer Edition orgs only have two (2) licenses?

In my day-to-day work, I'm used to spinning up Partner Developer Edition orgs for test and development of managed and unmanaged packages. I thought Partner Developer Edition came with 20 seats, but ...
5
votes
3answers
2k views

Is it possible to downgrade a managed package?

Have any of you gurus ever successfully downgraded a managed package? I'm aware that officially, you are not able to downgrade to earlier versions. And I appreciate many component types are one-way ...
1
vote
1answer
211 views

Enable Territory Management in Developer Edition

Is it possible to enable territory management in the free developer edition? This page (https://help.salesforce.com/HTViewSolution?id=000175737) says this function is available "with the Enterprise, ...
1
vote
1answer
150 views

Delegated authentication in a developer org

I'd like to test if I could build a multi factor authentication solution using a device not supported by force.com. I think using delegated authentication is the right way to solve this. However I ...
31
votes
3answers
7k views

Recover a sandbox after accidental refresh/deletion

I have refreshed my sandbox accidentally. Is there a way to get back the old copy of my sandbox? I did not use clear case or svn.
3
votes
1answer
1k views

How to submit a support case?

It appears the SalesForce website does not work! If I go here (I have tried this in multiple browsers) https://help.salesforce.com/ and click Contact Support -> Open a Case, it redirects me to https:/...
5
votes
1answer
305 views

Reason for asking Support to activate “Managed namespaces to log in Apex Debug Log” for a customer org

I am confused what Salesforce Support is telling me regarding my cases also reflected in those questions: Tracking errors in batch impossible as Dev Console stops logging or breaks with Server error ...
2
votes
1answer
226 views

Connecting several third party app accounts to a single Sales force account

We want to connect several independent accounts we have with Zendesk for different support levels and products to specific support users inside our SF org so that each one gets/sync data from their ...
13
votes
2answers
766 views

What happens if our App provider goes away?

I think this is mainly a licensing question: We're assessing an app on the app exchange. I can't find any information about what happens if the company that builds/supplies/supports the app goes out ...
1
vote
1answer
359 views

How do I get someone at Salesforce to address my certification questions? [closed]

I went to take an exam over a week ago and didn't find out until it was too late that you can only use the Mac OS with a certain version, and I didn't have it. Since I didn't know until the minute of ...
10
votes
3answers
830 views

Is hosted workbench officially run / supported by Salesforce?

Is workbench officially run / supported by Salesforce? http://wiki.developerforce.com/page/Workbench If I am executing queries and downloading data using the bulk api, is that data stored on the ...
24
votes
4answers
3k views

How to interact with Salesforce Support effectively?

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 ...