Submitting a Case in the Support Hub

Submitting a case in the Salesforce Momentive Support Hub is the best and most efficient way to get into direct contact with our Client Support team. Our team will work quickly and with care to troubleshoot any difficulties you run into and get you and your team back on track. Let's take a look at the process below. 

Submitting a Case: Unauthenticated Users
Case Contents: Unauthenticated Users
Submitting a Case: Authenticated Users
Case Contents: Authenticated Users
Support Follow-Up

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Submitting a Case

Submitting a case within the Support Hub will look slightly different depending on whether or not you are an authenticated or unauthenticated user—in other words, whether or not you have logged in. We'll take a look at both instances below:

Submitting a Case: Unauthenticated Users

When not logged-in, the Support Hub will look like so:

Here, users will have a few options available:

• Home, Cases, and Product Documentation (image item 1): These quick links on the navigation bar serve as handy tools to quickly get to the area of the Support Hub that has the information you need. Shown above is the "Home" tab.
• Log in (image item 2): Have an authenticated user account? Log in here! 
• Search field (image item 3): The search field will allow users to manually search through the Support Hub for any documentation or information needed.
• Recommended Read (image item 4): Here, the most common Help Center articles—How To's, Product Documentation, and more—will be readily available for quick browsing.

For now, we'll select the Cases tab and submit a case:

Case Contents: Unauthenticated Users

The cases page will allow users to describe in detail the reason(s) they are reaching out to our support team. The fields include:

• Contact Information: Unauthenticated users will be asked to provide their first name, last name, company name, email address, and phone number. Each of these fields is required—we want to be able to reach you to assist quickly!
• Subject: Just like an email, this allows users to give a succinct look into what the contents will be about.
• Select the Type of Issue: This drop-down will sort the issue into one of various categories: outages, billing issues, login issues, How To's, and more are included.
• Product: This identifies the product being used. Momentive Software hosts many useful software suites, so whether you're using Configio, GiveSmart, PathLMS, or another software or CMS it can be identified here.
• Description: Here's where you can tell our team just exactly what is going on. As you might expect, the more information, the better!
• Steps to Recreate: If you have tried any attempts to duplicate this issue, here is where you can let the support team know. 

Once your case submission is complete, select the Create Case prompt. You'll then receive an on-screen confirmation that your case has been forwarded to our support team:

Your case is then sent to our support team's capable hands. For more information, see the section titled Support Follow-Up.

Submitting a Case: Authenticated Users

On the homepage of your Momentive Support Hub, you will see a navigation bar with useful links running across the top of the page. Here is where we can navigate to cases:

Authenticated users will notice additional options and resources in their Support Hub; one such difference is the My Cases module. If you have multiple cases open at once, these can be seen on the homepage itself. This module can be seen by scrolling down past the Quick Links section to the My Cases section: 

Next, let's take a look at the cases page that can be found on the navigation bar. On this page will be a prompt to submit a new case to the support team:

Next, we'll take a look at what information will be most useful to the support team in assisting you.

Case Contents: Authenticated Users

Selecting the Create a New Case prompt will pop open a new window. This window will ask for specific information related to the issue(s) at hand:

Each of these fields will give the support team deeper insight in how to best assist you. These fields include:

• Subject: Just like an email, this allows users to give a brief look into what the contents will be about.
• Impact Type: The Impact Type describes what exactly is happening that prompted a new case to be created. Selections from this drop-down include login issues, outages, how-to questions, billing, and more. 
• Product: This identifies the product being used. Momentive Software hosts many software suites, so whether you're using Configio, GiveSmart, PathLMS, or another software or CMS, it can be identified here.
• Description: Here's where you can tell our team just what exactly is going on. As you might expect—the more information, the better!
• Steps to Recreate: If you have tried any attempts to duplicate this issue, here is where you can let the support team know. Logging out and back in, different browsers, an incognito window—these are just a few of the ways one might try to duplicate their error.
• File Upload: If applicable, screenshots, videos, or any other supporting documentation will go here. While this field is not required, it can be extremely useful for our team to have as much information as possible. Having a breadth of information leads to the quickest solution.

Support Follow-Up

Once our support team has your case, troubleshooting will begin. Our team will be in communication with you to let you know your case has been received and will follow up with any questions that they may have. The severity and complexity of any given issue will vary case-by-case, so providing an exact timeline from submission to resolution is difficult; but rest assured, your case is in our support teams' capable hands!