Creating a Case in SalesForce for QA Support

All Cases for QA automatically route to the QA team for processing. 1All Cases for QA automatically route to the QA team for processing. 1. Locate the account in SF 2. Mouse over Cases at the top and select New Case 3. Change the Record Type to show the department you are sending the case to for support, which is QA 4. Enter in the Case Contact Name 5. Enter in the Case Contact Phone Number 6. Select the appropriate Opportunity that corresponds to your Case on that Account. 7. Fill in the Subject to include the type of issue occurring. 8. Fill in the Description 9. Notice the Status is New. This does not need to be changed. 10. Indicate where case originated from, Phone or Email. 11. Select Customer Support as the Originating Department 12. Select the appropriate type from the Type drop down 13. Select the appropriate sub type from the Sub Type drop down 14. Under Additional Info, select the Browser 15. Enter in the Browser Version 16. Enter in the user?s username and password if applicable 16. The Priority defaults to Medium, change to High for urgent issues. 18. Click Check Spelling, make any corrections needed. 19. Be certain to check Assign using Active Assignment Rules. Checking this box initiates automatic email to the assigned person or team. 20. When you have completed all information, click Save. 21. If you have an attachment, you must Save the Case first, and then add the attachment. (See Attach File on the Case)