User Guide

TSANet Connect for Salesforce enables seamless collaboration between member organizations during support cases. This guide covers how to use the package effectively, including working with TSANet objects, flows, quick actions, and automation tools.

TSANet Objects

TSANet Case

A central record for collaboration between companies.

Key Fields:

• CaseID, Status (ACCEPTED, OPEN, INFORMATION, CLOSED, REJECTED)

• Type (INBOUND, OUTBOUND)

• Priority (LOW, MEDIUM, HIGH)

• Summary, Description, Request Date, Response SLA

• Token (External ID)

Member Info:

• Submitted & Received Company Name

• Contact Name, Email, Phone

Engineer Info:

• Name, Email, Phone

TSANet Note

Used to log updates and communications.

Fields:

• Case Lookup, Summary, Description

• Creator Name, Status, Priority, Created At, Token

TSANet Response

Captures formal replies to inbound cases.

Fields:

• Response ID, Case Lookup, Type, Note, Created At

• Engineer Email, Phone

TSANet Credentials

Stores secure access credentials.

Fields:

• Username, Password, Environment (DEVELOPER, BETA, PRODUCTION)

• isPrimary (only one credential can be marked as primary)

New TSANet Case

Create TSANet Case

Use New button directly on TSANet Case View page or on the widget on Cases page:

Steps:

1. Select the company to collaborate with.

2. Click Next, fill in required fields.

3. Click Submit.

Send Requested Information

This action allows the initiating company to provide additional details or respond to a request for clarification on a TSANet Case. It ensures the receiving company has all the necessary information to proceed with the approval.

Responding to TSANet Case

Request Additional Information

Ask for more details before approving a case.

Approve Case

Approve inbound TSANet Cases to initiate collaboration.

Reject Case

Decline a collaboration request.

Managing Existing TSANet Case

Create Note

Add supplemental information or comments to a TSANet Case

Available via:

• Quick Action

• TSANet Case record

• LWC component

Attach File

Attach files to a TSANet Case via:

• Salesforce Case window:

• TSANet Case window:

Refresh TSANet Cases

Update the case list view and layout.

Close Case

Formally close a TSANet Case. Cases auto-close after 30 days of inactivity.

Reports and Dashboards

TSANet Dashboard

Dashboards provide a visual overview of key metrics using charts and summary components.

Access

• Open App Launcher

• Search for Dashboards

• Select Dashboards

Common Dashboard Components

Case Distribution

• Displays how cases are distributed across categories (e.g., member, account, partner)

Total Cases

• Shows overall number of cases

• May include breakdowns such as:

  • Direction (inbound / outbound)

  • Status

  • Type

Summary Metrics

• High-level table or widget with key fields, for example:

  • Case number

  • Status

  • Account

  • Direction

  • Dates

Features

• Interactive charts linked to reports

• Ability to refresh data

• Filters depending on configuration

TSANet Report

Reports provide detailed, structured data for analysis and operational tasks.

Access

• Open App Launcher

• Search for Reports

• Select Reports

Common Report Types

Reports can be configured to show:

• Case volume by category (e.g., member, direction, status)

• Case lifecycle data

• Operational metrics

Report Components

Chart View

• Visual representation (bar, pie, donut)

• Used for quick analysis of trends and distribution

Detailed Table

Contains record-level data such as:

• Case ID / Number

• Account Name

• Case Owner

• Status

• Dates

Grouping and Totals

• Group records by selected fields

• Display totals and aggregated values