Requesting Internal Support in Salesforce

How to Get Help

Workflow for internal GitLab users on how to get help when working on an opportunity or account in Salesforce.

Contents of this page

  • Overview
  • Teams Impacted
  • Workflow
  • Navigating Cases
  • How to report bugs or request fixes
  • Reports & Dashboards

Overview

Background: Historically, GitLab used Chatter to handle internal requests in Salesforce. Users could send a Chatter message to user groups (ie. @sales-support, @billing, @renewalops, @partneroperations) for support. This process led to the creation of thousands of cases each quarter; but there were inefficiencies in the system.

Challenges: The previous Chatter-based workflow faced several challenges:

  • Lack of visibility into the status of requests.
  • Multiple teams used the same Chatter handle, leading to confusion.
  • Duplicate cases were often created.
  • Requests were not prioritized, meaning some requests got lost or delayed.
  • Insufficient information provided at submission, requiring back-and-forth communication.

What the new workflow provides:

  • Visibility: Requesters can see the status of their case through details, email updates, and Salesforce notifications.
  • Guided Workflow: A defined list of teams and request types that help the requester direct their request to the right team with the correct information.
  • Differentiated prioritization: Urgent requests are flagged for quicker attention.
  • Complete information: Requesters must enter all required details, reducing the need for follow-ups.

Requesting Internal Support

The following teams are available to handle internal support requests:

  • Billing
  • Deal Desk
  • Ecosystem Operations
  • Renewal Operations
  • Sales Operations
  • Sales Development & Marketing

Who can request support? Any Salesforce user with edit access to an account or opportunity can submit a request for internal support.

Requesting Internal Support from Other Departments - Please note that the following teams manage their requests through a separate workflow. Follow the instructions below for each department:

Salesforce Workflow

Here is how you can submit a request for internal support:

  1. Navigate to the account or opportunity where you need assistance.
  2. Click on the “Request Support” button.
  3. Choose the team from the dropdown list that you’re requesting support from and select Next.
  4. Select the Request Type from the available options and fill out the required information (fields with a red asterisk). Upload any relevant documentation if applicable.
  5. Once you’ve filled out the form, click “Submit” to create your case.
  6. After submission, you will receive a notification confirming that your case has been created, along with a link to your case number.

Note: Before submitting, you can click the ‘Previous’ button in the workflow to go back and modify your selections.

Once you’ve submitted your request, here’s how to navigate to the case in Salesforce:

Find Your Submitted Cases:

  1. Navigate to the Case tab in your toolbar
  2. The default list is “Recently Viewed” cases which will not show all of your submitted cases
  3. Use the Gear Icon and choose NEW to create a New list
  4. Name your list and choose “Only I can see this view”
  5. Update your filters
    • Filter by Owner = All Cases
    • Created by = (your alias)
    • Your alias can be found on your SFDC profile
  6. You can now select “Choose what fields to display” to view all cases you have created in one place

Case Page Layouts:

  • The layout is structured using Salesforce’s standard object format:
    • Details (on the left side) – key information about the case.
    • Feed and Related Lists (on the right side) – additional context and updates.
    • Buttons and Actions (in the upper right corner) – important actions such as case updates or closing the case.
      • Some buttons may be in dropdown menus depending on the layout.

Notable Fields on a Case:

  • Owner:
    • Initially, this field reflects the case queue owner.
    • Once assigned, it shows the name of the person handling the case.
  • Status:
    • New: Case is created but not yet reviewed.
    • Pending Response: Waiting for more information or action.
    • Work in Progress: A team member has taken ownership and is reviewing the case.
    • On Hold: Requires more information before progressing.
    • Closed: The case has been resolved or actioned.
  • Request Type:
    • Displays the type of request the user submitted (e.g., Legal support, Billing inquiry, etc.).
  • Description:
    • A detailed explanation of the request or issue.
  • Feed:
    • This is where additional information or updates on the case can be provided.
    • Note: You can only send messages through the Chatter feed to individual users, not to entire groups.

How to Report Bugs or Request Fixes

If you encounter any issues with creating a case for the internal support teams or with the form, please submit your request using HelpLab application, which can be accessed through the OKTA tile:

  1. In the HelpLab select IT
  2. Click on the Break/Fix Request type
  3. The intake form will open and you’ll need to populate the following fields:
    • Which application you need help with: Salesforce
    • Short description: add details of your issue
    • Urgency: select the urgency
    • Please describe your issue: add any relevant additional information
    • Attachment: submit a screenshot of the error message
    • Optional: you can add team members to the ticket as a “Watcher”
  4. Click on the “Submit” button on the right side of the form to submit your request.

Reports & Dashboards

To Be Added:

  • Details on how to generate and use reports and dashboards related to your cases or support requests will be included here. Look for upcoming updates!

This new workflow aims to streamline the support request process, improving efficiency and communication across teams. If you have any questions or need further assistance, refer to the internal resources or reach out to the appropriate team.

Request Routing

  • Here is who you should contact based on your request:

Object: OPPORTUNITY

TEAM: REQUEST TYPE: SUB REQUEST:
Deal Desk Opportunity Help Debook/Rebook
Opportunity Help ARR Review
Opportunity Help Product Category
Opportunity Help Error Message
Opportunity Help PO Exception
Opportunity Help Other Field Update
Quote Help Create Quote
Quote Help Quote Question
Quote Help Error Message
Quote Help Process Related Question
Quote Help Private Offer
Quote Help CPPO
Quote Help Deal Structure
Quote Help Order Form
Quote Help Quote Approval Override
Quote Help Contract Reset
Finance Use Internal Only Correction
Finance Use Customer Involved Correction
Other
Billing Team Payment Portals (e.g. portal set-ups, Ariba, Coupa)
Billing Disputes (e.g. customer refusing to pay due to incorrect start date)
Cancellation Requests
Currency Related Questions
Invoice Copy Requests
Invoice Update (incl. VAT ID, name update, address update, PO)
Payment Status Confirmation/Questions
Request for Financial Documentation
Tax Exemption
Bill to/Sold to Address OR Bill to Email Address Updates
Internal Support
Request Reseller Account Creation in Zuora
Sales Operations Churn Exception Request - Comp
Opportunity Splits
Opportunity Owner Reassignment
Opportunity Reassigment (xDR/SA/CSM)
Order Type
Stage Reversion
System Error
Other
Renewal Operations Compensation Question
Churn Exception Request
Duplicate Opportunities
Opportunity Reassignment/ROE
Opportunity Segment/ROE
Opportunity Approvals
Opportunity Data Review
Opportunity Update
Subscription Review
System Error
Usage/Best Practices
General Question
Ecosystem Operations Quote to Order/Discounts
SQS/Opp Splits Question
CPPO
Link a deal reg to this closed opportunity

Object: CONTACT

TEAM: REQUEST:
SalesDev & Marketing Why was this contact assigned to me?
How do I update the matched account?

Object: LEAD

TEAM: REQUEST:
SalesDev & Marketing I get an error blocking me from being able to edit/update a Lead
I need help with merging duplicate Leads
I am not seeing my activity showing up on the Lead
I get an error when trying to convert a Lead to Opp or Contact
I get an error when trying to override address information on a Lead
The record is remaining in my view because the High Priority check isn’t being removed
I am not seeing my activity showing up on the Lead
I don’t understand what behavior occured that would cause this Lead to MQL
This Lead does not seem to warrant MQL score i.e student, spam, etc
This person wants to enlist back into email comms, need help removing their opt out status
Why was this Lead assigned to me?
Why did this Lead move to a queue?

Object: CUSTOMER ACCOUNT

TEAM: REQUEST:
Sales Operations Account Merges/Duplicate account
Account Name Changes
Account Hirearchy Correction
Account Merger or Acquisition
Employee Count/Segment Correction
Address Correction
LAM Dev Correction
Account Creation
System Error
Other

Object: PARTNER ACCOUNT

TEAM: REQUEST:
Ecosystem Operations Traning and Certification
Partner Program Admin
Partner Payments
Post-Sale Support
Update Account Owner
Partner Account Merges, Name Changes, and Aquisitions
Billing Team Request Reseller Account Creation in Zuora

Object: DEAL REGISTRATION

TEAM: REQUEST:
Ecosystem Operations General Question/Other
Unable to Approve/Error Message
Update Customer Account
Link Reg to a Closed Opportunity
Linked Customer Account Employee Count/Segment Update
Extension Request > 30 Days
Link Reg to a Different Open Opportunity

Objects: Labra Leads, Labra Referral, Influence Object

TEAM: REQUEST:
Ecosystem Operations General Question
Last modified December 18, 2024: Revamp of Public Handbook with Leslie’s Approved Updates in index.md File (f7ece4fc)
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