Aurora: Create a support case in the community

From time to time, members may encounter issues or have queries related to your product or service and need assistance in resolving them.

If you community uses a Case Portal, members with the Create new support case permission can create a new support case to address any issues, queries, or requests related to the product or service. The Support team reviews the submitted cases and assists in resolving them.

Note: The Create Case option must be enabled in the Salesforce settings to view this option in the Case Portal.

To create a support case:

1. Sign in to the community as a member with Create new support case permission.
2. Open the Account menu and click My Support Cases. Note that you must have the Read and reply to own support cases permission to view this option.
   The Case Portal page opens.
3. Click Create Case.
   The editor window opens.
   
4. Enter the Title of the case and Describe the issue.
5. (Optional) In the Attachments, click Add an Attachment to attach a file.
6. Click Submit.

Update support case

You can update an existing case to provide additional information, track progress, or address ongoing issues. Note that the Case update option must be enabled in the Salesforce settings to view this option in the Case details page.

To update a support case:

1. From the Case Portal, go to the case you want to update.
   
2. From the case details page, click Settings > Update Case.
   The Update Case window opens.
3. Update the required fields and click Save.