# 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

<details>

<summary>TSANet Case</summary>

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

</details>

<details>

<summary>TSANet Note</summary>

Used to log updates and communications.

**Fields:**

* Case Lookup, Summary, Description
* Creator Name, Status, Priority, Created At, Token

</details>

<details>

<summary>TSANet Response</summary>

Captures formal replies to inbound cases.

**Fields:**

* Response ID, Case Lookup, Type, Note, Created At
* Engineer Email, Phone

</details>

<details>

<summary>TSANet Credentials</summary>

Stores secure access credentials.

**Fields:**

* Username, Password, Environment (`DEVELOPER`, `BETA`, `PRODUCTION`)
* `isPrimary` (only one credential can be marked as primary)

<figure><img src="/files/AO21ALCk1xfAN1Tuq8qr" alt=""><figcaption></figcaption></figure>

</details>

## New TSANet Case

<details>

<summary>Create TSANet Case</summary>

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

<figure><img src="/files/9orSHjcv9uMkwReg7bQG" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/luBvUekdHOmiMRIlg7rd" alt=""><figcaption></figcaption></figure>

**Steps:**

1. Select the company to collaborate with.
2. Click **Next**, fill in required fields.
3. Click **Submit**.

<figure><img src="/files/crE3IYDNOhWalnpdHgEW" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/uL1W80PACPwcp4CAhYVk" alt=""><figcaption></figcaption></figure>

</details>

<details>

<summary>Send Requested Information</summary>

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.

<figure><img src="/files/AhLW3qQKfJi7TOKpLwUI" alt=""><figcaption></figcaption></figure>

<div><figure><img src="/files/qDzjd4e5ZU352ptiw03W" alt=""><figcaption></figcaption></figure> <figure><img src="/files/40r9AzzYRGn6bFohrc7k" alt=""><figcaption></figcaption></figure></div>

</details>

## Responding to TSANet Case

<details>

<summary>Request Additional Information</summary>

Ask for more details before approving a case.

<figure><img src="/files/F3MHfcQecKjK8iWgn3TE" alt=""><figcaption></figcaption></figure>

<div><figure><img src="/files/GMt427cpPlQQqhOj4cTv" alt=""><figcaption></figcaption></figure> <figure><img src="/files/mQ8Dg0UI2h6NCljYsUUi" alt=""><figcaption></figcaption></figure></div>

</details>

<details>

<summary>Approve Case</summary>

Approve inbound TSANet Cases to initiate collaboration.

<div><figure><img src="/files/sYNcgBOaTyP9vGpv2H43" alt=""><figcaption></figcaption></figure> <figure><img src="/files/zOQVarJL0LhHceYRfilI" alt=""><figcaption></figcaption></figure></div>

<figure><img src="/files/uUoS7XfadiIKdOBSJSd9" alt=""><figcaption></figcaption></figure>

</details>

<details>

<summary>Reject Case</summary>

Decline a collaboration request.

<figure><img src="/files/Y6DkHqQCMLKPZP6dEyjS" alt=""><figcaption></figcaption></figure>

<div><figure><img src="/files/lb69a1TPgf4mDhzOSNXj" alt=""><figcaption></figcaption></figure> <figure><img src="/files/QWby8g5yi6McyGwxeYBX" alt=""><figcaption></figcaption></figure></div>

</details>

## Managing Existing TSANet Case

<details>

<summary>Create Note</summary>

Add supplemental information or comments to a TSANet Case

<figure><img src="/files/wW5rZ54lrsZ0ai9yhMt0" alt=""><figcaption></figcaption></figure>

Available via:

* Quick Action
* TSANet Case record
* LWC component

<div><figure><img src="/files/fjFAQ6ktU7em5Kw4ZvBp" alt=""><figcaption></figcaption></figure> <figure><img src="/files/XkN3LNxAfCls7r7aXK5o" alt=""><figcaption></figcaption></figure></div>

</details>

<details>

<summary>Attach File</summary>

Attach files to a TSANet Case via:

* Salesforce Case window:

<figure><img src="/files/ihDC9XQWSojBFqV42s3V" alt=""><figcaption></figcaption></figure>

* TSANet Case window:

<figure><img src="/files/r4xCGetELb21gb55Rm2Y" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/LIzhXD5Rh7oGVKO5ktYo" alt=""><figcaption></figcaption></figure>

</details>

<details>

<summary>Refresh TSANet Cases</summary>

Update the case list view and layout.

<div><figure><img src="/files/MHwyVfMk0kG9WiIxu4y2" alt=""><figcaption></figcaption></figure> <figure><img src="/files/6AqMst3fPWz5Goujy0SY" alt=""><figcaption></figcaption></figure></div>

</details>

<details>

<summary>Close Case</summary>

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

<div><figure><img src="/files/sryAqGSSrcfexbBGHjyg" alt=""><figcaption></figcaption></figure> <figure><img src="/files/ARGtvw48NbAe2kWV8uQB" alt=""><figcaption></figcaption></figure></div>

</details>

## Reports and Dashboards

<details>

<summary>TSANet Dashboard</summary>

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

**Access**

* Open **App Launcher**
* Search for **Dashboards**
* Select **Dashboards**

<figure><img src="/files/Do4GQS68LA2HPBQ4soUW" alt=""><figcaption></figcaption></figure>

**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

<figure><img src="/files/5ibGdWQbQLA1No0lTLp6" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/JtFbE6QDI363ftJLDR7u" alt=""><figcaption></figcaption></figure>

</details>

<details>

<summary>TSANet Report</summary>

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

**Access**

* Open **App Launcher**
* Search for **Reports**
* Select **Reports**

<figure><img src="/files/CS3FXAJK1F8XIvweujg5" alt=""><figcaption></figcaption></figure>

**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

<figure><img src="/files/rA50JLDHYEA9hKnOnK2T" alt=""><figcaption></figcaption></figure>

</details>


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