Salesforce Partner Community Help - Partners Unable to View/Log Partner Case Types
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Salesforce Partner Community Help - Partners Unable to View/Log Partner Case Types

Partner , Communities

Last updated 12 days ago ·Reference W-10197910 ·Reported By 307 users

In Review

Summary
After a recent transition to move Partner Community cases into the Help & Training portal, some users are not being automatically recognized as Partner Users in Help. This can result in a few outcomes:

1. User is logged in as a Customer User and sees standard Customer Support topics rather than Partner Support topics.
2. User cannot see old cases previously submitted in Partner Community.
3. User sees no option to log cases at all when entering through Partner Community (this seems to particularly affect Marketing Cloud users).

Repro
1. Log into Partner Community: https://partners.salesforce.com/

2. Log into Help (question mark icon in upper right) and select "Log a Case for Help."

3. See standard Customer Support case topics (no option for "Salesforce Partner Program Support" case types) or no topics at all.

Workaround
1. First, please read our FAQ: https://salesforce.quip.com/WY1nARc2mpli. Make sure your Trailblazer ID is associated as necessary.

2. Look at the answer to the question near the end: What if I don't see the “Partner Program Support” topics in Salesforce Help? Follow the steps there to potentially move your ID over to a Partner User that can view partner topics/cases.

3. If the matter is urgent enough and the above steps do not resolve the issue, try logging a case though Help & Training through another Salesforce environment and request to have it routed to the Partner Support team.

Updates
Update 11/22/2021:

Many of these authentication issues have been resolved thanks to a weekend release, and for Marketing Cloud users a secondary way of logging Partner cases has been made available. We are still working on those users still reporting issues.

Our Business Technology team has also reported that some users may be accidentally logged in under their "social" account rather than the "partner" account and therefore not seeing the option to log cases at all. If you see this, please try logging out of Help & Training entirely and re-logging in using the same user you use for Partner Community (using Trailblazer ID).

Reported By (307)

Heather Wardally Barker Faraz Shah Shannon Jensen Anders Damkier Kathryn Chlosta Stefania Valente da Silva Zachary Stoloff Poonam Hinduja Vasilije Svrkota Simon Kuhnt J Ferin Joseph Ryan MacAlmon SATISH AMALZARI Seth Jones Stefan Habermayer Shreekant Sahu Rhydian Coombs Matthew Maingot Alex Sutherland Oliver Giebelhaus Paul Kissick Niraj Nayan Kanhaiya Diwan Santosh Kulkarni Amit Jaiswal Vishal Khedkar Gerard Sexton Melissa Jankans Debra Go Jordan Gill Peter Dewsbury Lindy Bingaman Bozhidar Tyanev ir. Gianni Albertoe Stijn Zeebroek Martin Klotzman Eric Serota Darrell DeVeaux Guirguis Beshara Lindsey Hohengarten Sudeshna Khandai Brian Payne Corey Schwitz Jon Tresko Vinit Kulkarni Marek Smerak Christian Szandor Knapp Chris Leung Enrico Murru Luca Miglioli Alex Parsin Germán Perrone Nate Stevens Jyothsna Bitra (JB) Rami Dadaa Dany Rouss Dan Moore Matthew Swanson Timo Kruskopf Marcos Maurer Margarida Pereira Jessica Steitz Honie Moon Tiffany Kroner Bryan Roller Elliott Thurman-Newell Mariateresa Piselli Ashima Saigal Adam Pruss Deepthi Rao Britney Walker Rebecca Heald Aaron Beatty Zoe Mak Gaël Motte Ryan McCarthy James Leclair Guriqbal Singh Simon Maskell Damian Green-Moore Ken Tang Eric Alexander Dora Hastings Matt Wondolowski Roushan Kumar Tomas Rudolf Ed Faris Marka Grimes Nate Zaleski Charles Troster Juan Manuel Garrido Ganesh Thigari Bragatheesh Krishna J R CPE Admin Kristi Ward Ira Menard Alessandro Doimo Jim Rae Bob Greene Mike Robski Joris Olde Bijvank Monica Olmsted Andrew Pizzullo Nicolas Vasquez Murcia Dan Armstrong Emily Field Nick Rochon Marcel Klijnsma Fernando Israel Andy Forbes Diane Carroll Joseph Pilchowski Alberto Dias EDUARDO VERGARA Sunil Khanna Bogdana Sardak Kayla Mrozik Ashlyn Hamilton Michaela Wallace Jennie Stearns Bhaskar Rao Thota Chad Borer Andrea Bowman Brent Mac Peter Redfern Kristen Owens Evan Colyer Wilson Harris Audrey Campbell Travis Fullenkamp Shane Cronin Javier Zayas Matt Auer Cindy Courcelle Holly Mackey Eli Dery Joseph Desch Michelle Watson Ryann Todd Anesh Mistry Elena Merrill Brian Miller Paul Wnek Justin Richmond Jérôme Vincendon Kevin Ascher Shane Khublall Sean Whitestone Swanand Patil Daniel Appleman Megan Sadler Fabio Rocha Mathijs Heutinck Max Garden Brendan Yee Edgar López Mark Seguin Brian Twomey Mahesh Kumbhar Matt Morgan Bryan Boroughf Grzegorz Popardowski Kai Amundsen Lars Schaefers Curt Drummond Sergii Grushai Bob Brinkman Maria Kane Laura Tamke Chen Shee Jen Nicole Elvers Paulo Rocha Dennis Knodt Kayleigh Izzard Teresa Hoffman Guy Clairbois Guillaume Faure Jorg Gempe Sravanthi Varanasi Taylor Anderson Kenneth Kong Hunter Austin Brian Doogan Karin Beumer Paul de Groot Cédric Artiges David Simon Christopher Simone David Giralt Graham Campbell Dipanker Jyoti Dmitriy Viktorov Guillaume Decaen svmxc Bhagyashree Ashish Agarwal Aleina Domondon Zedrick Applin Mike Honekamp Jean Cameron Mike Horvath David Kesler Emma Fee Andrea Acosta Ozuna Nicolas COMMEAUX Bhawani Sharma Carlos Brand Bram Julsing Jon Rigsby Manuel Fernandez Andrea Benzing Keir Bowden Amy Evans Gilad Liptz Elizabeth Segura Daniel Rudman London LeGrand Tejaswi Sultanipur Pavlo Lozovskiy Chris Downing Amory Schueremans Kira Chesak James Hofmann Hazel Etulle Mike Oliver Charles Wagner Adi Rawat Sabina Ene Erol Dönerler Aravind Shanmuganandan Lieven Benoot Maria Vlasenko Rudy Navarro Barry Lewis Andrew Slutter Kamil Murawski Michał Michalec Jaime Brown Pawel Dobrzynski Tom Kadota Mark Cane Meenakshi Lakra Pierce Wittke Chris Deutschmann Erica Cox Evgenii Pavlov Stjepan Martinic Ryan Schierholz Kevin Sampers Tim Watt William Dunn Eric Jin Cait Fraser-Burton Dzmitry Maksimau Sumit Adhikary Melissa Nguyen Nandita Shah Rebecca Aguayo-Rojas Samuel Arroyo Brady Chant Amy Ousdahl Jeff Karlsson Kaustubh Sevak David Walmsley Connor Green Andrii Demchuk Harish Pisapati Ed Ralph Yohann LECORNET Warren Villanueva Nik Panter Vasilis Papanikolaou Olivia Cannon Michelle van Dam Ceyhun Hallac Tracy Leighton John Paul Felkner Craig White Natsumi Shiraiwa Vincent Cabral Vicki Pipher Vivien Rieckmann Julian Ahrends Mary Curtis Shaira Espina Neil Woodcock Phil W Stephen Wan Dillon R (Krystal) Sin Ying Lai Melissa Hill Dees Guy Baxter Barry Baltus Rick Di Paola Maria Pezzino Baylee Auletta Diane Sutton Alicia Solis Simon Parker Mary Ferguson Brad Struss Alain Denzler Chris Phillips Adam Babcock Dave Patricca Mike MacDowell Luca Miglioli Saurabh Gupta

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