Skip to content
Contact us
  • There are no suggestions because the search field is empty.

Creating a Support Case as an Account Manager

This article will help you as an account manager create a support case for your account contact.

To create a support case for your account contact, follow the steps below:

  1. Navigate to the Salesforce support application

  2. Click on the "New" button on the top right of the screen

  3. In the support case form, fill in the following fields:

    • Contact Name: Enter the name of the contact who is experiencing the issue.
    • Account Name: Enter the name of the account associated with the contact.
    • Case Origin: Select "Account Management" from the dropdown menu.
    • Subject: Provide a brief description of the issue or request.
    • Category: Select the appropriate category for the support request from the dropdown menu.

  4. Once you have filled in all the required fields, click on the "Save" button located at the bottom of the form to create the support case

  5. Reassign the case to the "Unassigned Queue" by following the steps below:

    • Click on the "Change Case Owner" icon next to the case owner name.
    • Change the object from "Users" to "Queues".
    • Search for "Unassigned Cases" in the search bar.
    • Click "Save" to assign the case to the "Unassigned Queue".
That's it! You have successfully created a support case in Salesforce and reassigned it to the "Unassigned Queue". A support agent will be assigned to the case shortly and will begin working on a resolution.