How to link contact and account to cases (Internal)

Introduction

In SFDC, account objects hold subscription information (although it's manually entered by operation at this point, one still has to refer to flexera for confirmation). In order for customers to download the locked firmware, the customer has to be associated with the right account.

Account and contact objects are owned by operations and/or sales, and support team should never tamper with them.  It's ultimately up to operation team to determine which customer should be associated with their accounts.

However in some cases for better customer support experience, it's necessary for support team to link a contact to cases and account to contact, as long as the existing contact and account remain intact.

As there are many ways to do it in SFDC, and it's easy to make mistakes, the following are recommended steps to avoid inadvertent altering the account/contact records.

Link A Contact to Case

If the cases are from Customer Service Inquiry, the Primary Contact and Account could be empty.

1. Based on the given email address, search the Contacts from the top Search field (Do NOT select any specific one of the automatically predicted results, query full results instead)
   1. If there are multiple contacts found: check each of them, note the one with Customer User enabled like this: . If there are more than one contacts with Customer User enabled, report to SFDC admin (Edwin Ho) and operation for resolution.
   2. If there is only one contact found: confirm it's enabled as above. Otherwise, report to SFDC admin (Edwin Ho) and operation to determine whether or not to enable the customer user.
   3. If there is no existing contact found: create a lead if possible, otherwise email to corresponding sales on the opportunity; assign the case to Account.
2. Once the right contact is determined: edit the case → query the "Contact Name" field, and select the correct record: 

Note you may do the same search and selection on the left panel: , however you should NEVER modify any fields for an existing contact: .

Link An Account to Contact

The contact might be out of date to be associated with pending or incorrect account. It might affect the operations such as downloading firmware etc.

1. Do due diligence to ensure the contact in question is a legitimate member under the target account or officially authorized by the license owner of the account. Assign the case to operation if you are not sure about it.
2. Edit the case → query the "Account Name" field, and select the correct record: .

Similar to linking Contact to Case, you should NEVER modify any fields for an existing Account Details: .

Verify Subscription

1. Click the "Account Details": 
2. Select the "DETAILS" tab: 
3. Check the subscription options that match flexera licensing records: 
   What the boxes mean.  IF "Locked" to desktop subscribers is checked, then the user will be able to download ZC firmware.  If Workstation Access is checked then the user will be able to download the workstation firmware.  If API/SDK is checked, then the user will be able to download API/SDK available from Cloud Access Subscribers.