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:

Select the company to collaborate with.
Click Next, fill in required fields.
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.