Submit a Case via Salesforce Partner Community

This Documentation describes how to submit a case via Salesforce Partner Community, monitor the case, and chat with Support Team.

Created: May 2023

Updated: February 2026

Introduction

Salesforce Partner Community provides a convenient way to submit a case to Customer care or Tech support team if you have any questions, issues, or feature requests, easily track the status and manage all the relevant communication in one single place.

Video Tutorial

Submit a Case

For Partners

Customer Care / Tech Support

On the Home page, click Submit a Case button:

Select type of your case and click Next

Here is the overview of case types you can choose from:

Customer Care: resolve billing issues, check invoices and ensure your account is up to date
Tech Support: report technical issues and get help with all aspects of the Wildix Blue ecosystem
Customer Success: send questions or doubts related to the use of the Wildix platform
HWaaS Management: request to cancel, replace or upgrade HWaaS devices
RMA Capex: Request replacement of equipment
SMS Registration: register your numbers for SMS sending

Note: SMS Registration option is available for US only. See more details in the documentation Registering 10DLC numbers for SMS campaigns

For UK SMS Registration, Customer Care ticket should be opened.

Choose Case Reason (e.g. Billing / HWaaS / Orders / CLASSOUND, etc.) and click Next:

Note: For detailed information about Tax Exemption within Customer Care → Billing request, check out the guide: How to Set Tax Exemption Status

Choose Category (for some case reasons, the field is not required) and click Next:

Where appropriate, select the Sub-category:

Choose Account:

In case the issue is urgent/ service is down, use the relevant checkbox:

Choose device type (optional) and click Next:

Search for the necessary PBX or device, select it from the list and click Next:

Enter case Subject and Description and attach any files that are relevant for the case, and click Submit:

After clicking Submit, you get the confirmation in Partner Community with the link to your case:

Also, confirmation is sent to your email, which includes the name of the case, case number and link to the Case:

Escalate issue to CSS

Any questions or doubts related to the use of the Wildix platform should be sent to Customer Success team:

Select case reason:

Choose category:

Select Customer Account and device type (optional) and click Next:

Select PBX or device your case is related to and click Next:

Enter title, description, attach files if required and click Submit:

RMA CAPEX

Consult How to open an RMA request for CAPEX to open an RMA request on Salesforce Partner Community.

Request Assistance

It is possible to request assistance via the Opportunity page.

Click on the arrow icon next to the Edit button and choose the option Request Assistance:

Choose type of assistance required:
1. Pre-Sales
2. Feature Request
3. Customer Success Specialist

Note: For Closed Won Opportunities only Customer Success Specialist option is available.

Click Next

For Pre-Sales request:

Enter case Title and Description

Click Submit. The case gets created:

For Feature Request:

Enter Case Reason (Potential or Existing customer) and Category (New Feature or New Integration request)
Choose if this request is a blocker to win the project or not and click Next.

Provide answers to the questions on the next screen, e.g. if the customer already generates MRR, if it will be possible to arrange a call/meeting, by when the final desicion must be taken, and click Next:

Provide Subject and Description and click Submit:

Customer Success Specialist:

Enter Subject and Description and click Submit:

Manage HWaaS devices

To manage HWaaS devices (replace or cancel):

On the Home page, click Submit a Case button
Choose the option HWaaS Management:

Confirm you have read and understand the notice regarding rental equipment returns

See the instructions for all HWaaS management types (replacement, cancellation and upgrade) below. After submitting HWaaS management case, the Contact Recipient specified in the case is then notified via email by Wildix Logistics team.

HWaaS Replacement

For Case Reason, select HWaaS Replacement:

Choose customer account which is related to the request and click Next:

Note: If there is no customer account in the database, you can create a new one by clicking Create new customer and filling out the form:

Select the device and click Next:

Note: In case any of the selected items includes batteries or battery-powered components, you will see the following warning (1) and links to download battery instructions and battery label (2):

Confirm you have read the battery packaging instructions, attached the required label and will comply with battery shipment regulations before proceeding:

Provide details, entering the Subject and Description of your request reason and click Next:

Choose the Receiver. Start typing the recipient’s name or address details (e.g., country, street, postal code) to search for an existing address. If a match is found, the address is filled in automatically.

If the recipient or address is not found, click the Add an Address button and fill out the necessary details to add a new address:

Note: The Receiver (Address Name) will appear as the the recipient on the shipping label.

Choose Contact Recipient:

Note: If you need to create a new contact or edit the existing one, click on the below buttons:

Confirm the Contact Recipient, Company Name and Shipping Address provided are correct and click Next:

On the next screen, you need to provide pick-up address:

If you want to use Shipping Address for pick-up addresses are the same, tick off the checkbox in front of "Pick-up address is the same as Shipping address?":

Provide box sizes:

Confirm box sizes and click Next:

After the case is submitted, Wildix Logistics Team will arrange the courier and send DHL link and notify the Contact Recipient via email.

HWaaS Cancellation

For Case Reason, select HWaaS Cancellation and choose customer account related to the request, click Next:

Note: If there is no customer account in the database, you can create a new one by clicking Create new customer and filling out the form:

Select the device(s) and click Next:

Note: For HWaaS cancellation you can select multiple devices.

Important: If the HWaaS devices were used for less than 6 months, they will continue to be charged after cancellation till the 6-month time is reached.

Note: In case any of the selected items includes batteries or battery-powered components, you will see the following warning (1) and links to download battery instructions and battery label (2):

Confirm you have read the battery packaging instructions, attached the required label and will comply with battery shipment regulations before proceeding:

Provide details, entering the Subject and Description of your request reason, click Next:

Choose the Receiver. Start typing the recipient’s name or address details (e.g., country, street, postal code) to search for an existing address. If a match is found, the address is filled in automatically.

If the recipient or address is not found, click the Add an Address button and fill out the necessary details to add a new address:

Note: The Receiver (Address Name) will appear as the the recipient on the shipping label.

Choose Contact:

Note: If you need to create a new contact or edit the existing one, click on the below buttons:

Confirm the Contact Recipient, Company Name and Shipping Address provided are correct and click Next:

On the next screen, you need to provide pick-up address:

If you want to use Shipping Address for pick-up addresses are the same, tick off the checkbox in front of "Pick-up address is the same as Shipping address?":

Provide box sizes:

Confirm box sizes and click Next:

Note: The maximum number of boxes is 3.

After the case is submitted, Partner/ End client should choose the pick up day and time by courier, using the DHL link that will be sent by email by Wildix Logistics Team to the Contact Recipient.

Important: In case the devices are not delivered back to the Wildix WareHouse within 1 month, the HWaaS cancellation request is terminated. The warning email is sent in 2 weeks after the cancellation request.

Billing of the devices (provided they had already been in use for more than 6 months) is automatically stopped on the date of cancellation request. In case HWaaS cancellation is terminated, the billing is resumed.

HWaaS Upgrade

Note: Before submitting HWaaS upgrade request, you need to open a Customer Care Case. This Customer Care Case number will then be required to open the HWaaS Upgrade request.

Select HWaaS Management as Case Type and for Case Reason, select HWaaS Upgrade:

Link the appropriate Customer Care Case related to this request by adding case number in the Customer Care Case field:

Choose Customer Account related to the request and click Next:

Select devices the case is related to and click Next:

Provide the reason of the request filling out the Subject and Description fields and click Next:

Choose the Receiver. Start typing the recipient’s name or address details (e.g., country, street, postal code) to search for an existing address. If a match is found, the address is filled in automatically.

If the recipient or address is not found, click the Add an Address button and fill out the necessary details to add a new address:

Note: The Receiver (Address Name) will appear as the the recipient on the shipping label.

Choose Contact:

Note: If you need to create a new contact or edit the existing one, click on the below buttons:

Confirm the Contact Recipient, Company Name and Shipping Address provided are correct and click Next:

On the next screen, you need to provide pick-up address:

submit-a-case-choose-pick-up-address (1).png

If you want to use Shipping Address for pick-up addresses are the same, tick off the checkbox in front of "Pick-up address is the same as Shipping address?":

Provide box sizes:

Confirm box sizes and click Next:

Note: The maximum number of boxes is 3.

After the case is submitted, Wildix Logistics Team will arrange the courier and send DHL link and notify the Contact Recipient via email.

Get RMA ID and Tracking Link

After HWaaS management case is confirmed RMA ID and Tracking links are added on the Case page in the relevant fields:

HWaaS cancellation submitted during change order

HWaaS cancellation cases can be created as a result of change order operation (documentation Change Order and Fast Change Order Process in SFPC). As soon as order is created, HWaaS Cancellation case is automatically created. On the Order page, there is a notification requesting to proceed to the HWaaS Cancellation case (1) and the relevant case displayed in the Cases section (2):

To proceed with a cancellation request you need to provide device information and pickup address.

Open to case and click HWaaS Management:

The products are filtered by product code based on items canceled or downselled in change order. Select the same number of products as the number of products that were canceled/downselled in the change order:

Choose the address type: End User address or Partner address:

Provide the pick-up address and confirm it is correct:

Provide box size and click Save:

After the case is confirmed, you can proceed with the Order confirmation. Go to the Order page, click Confirm Order and fill out the necessary details (you can view detailed instructions in the guide How to Create Quote and Confirm Order in Salesforce Partner Community).

For Resellers

Report an issue

Click Submit a case:

In the Case Reason, select the option Report an issue:

Choose category:

Once chosen, click Next:

Enter Subject, Description and attach files, if required and click Submit:

After clicking Submit, you get the confirmation in Partner Community with the link to your case:

Also, confirmation is sent to email, which includes the name of the case, case number and link to the Case. The submitted case is assigned to partner’s queue.

Ask a general question

Click Submit a case:

Choose the option Tech Support or Customer Success

Note: For UK market, the prerequisite for opening a Tech Support ticket is a completed W-FE Prerequisite training.

In the Case Reason, select the option General question:

Choose Category and Sub-category:

Select Account and if required, choose device type and click Next:

Enter Subject, Description and click Submit:

After clicking Submit, you get the confirmation in Partner Community with the link to your case:

Also, confirmation is sent to email, which includes the name of the case, case number and link to the Case. The submitted case is assigned to partner’s queue.

Instructions for Partner when Reseller submits a case

When a Reseller submits a case, it is assigned to Partner's queue:

In case Wildix Customer Support assistance is not required, Partner can change status of the case by himself:

Or, Partner can escalate case to Wildix Support. For this, click Escalate to Support:

Choose type of the issue, Customer Care (e.g. billing issues, invoices, questions about the account) or Tech Support (to report any technical issues):

Choose Case reason and Category, Sub-category (if required) and click Escalate:

Once case is submitted, you should receive confirmation email.

Note: Once reassigned to Support, a new case is created with Tech support or Customer care record type. The contents of the case (subject, description and attachments) are copied from the Reseller's original case. The new case is linked to the reseller's case.

On the Reseller's side, the case gets marked as escalated:

Important: Reseller doesn't have access to the new case. Any updates of the new case are not visible to Resellers, so Partners need to update the original Reseller case to provide Resellers with the necessary information.

View your case

When you click the link to your case either from confirmation pop-up after submitting a case, or from email, the Case tab opens with the details of your case:

The Details tab includes such information as Case Owner, number, status, priority, approximate closure date, device information (item code, device S/N, PBX name, PBX S/N), as well as description:

The Related tab displays cases, emails, and attachments related to the case:

Your case is always accessible on the Cases tab in Salesforce Partner Community:

Manage your case

To provide any further details about the case, open your case in Partner Community and proceed to the right-side panel (called Chatter):

Here, you can write a message to the Support Team and attach any additional files if required, and click Share:

Responses from the Support team are also displayed here:

Once there is a message from Wildix Support, you also get the relevant notification to the email address:

The email is intended for notification purposes only. Any replies or inquiries need to be handled via Partner Community Chatter, so that all communication is in one place.

Re-Open the Case

If you need to re-open the case for any reason, click Re-Open Case, provide details in the Description field and click Re-Open:

Note: You can reopen Tech Support and Customer Care cases.

Customer Success and CLASSOUND cases cannot be reopened.

After re-opening, a new case is created and it becomes available in the Related Cases section: