Salesforce Issues

Salesforce Product Issues are designed to provide our business vital feedback from our clients regarding our products. 

Learn About Salesforce Issues

When are Product Issues required?

Product Issues are required to be created for the following situations:

  • Any returns or exchanges (even for client preference). 
  • Any Keep-As-Is requests 
  • Any replacement parts due to RH error

Product Issues are extremely important for our QA partners. They use the information we provide to communicate with the vendor and improve our product quality. 

Hazardous Issues

The safety of our clients is extremely important, immediately involve your Lead or Leader if a client mentions to you that they were injured by one of our products, their safety was jeopardized, and/or experience a health hazard or liability due to one of our products (e.g., bug infestation). 

When submitting a Product Issue, it is vital to: 

  • Provide clear, detailed information 
  • Detail who (client, recipient, wife/friend) reported the issue 
  • Check Hazardous Issue box
  • Ensure an order number (if one exists) is listed in the Issue Edit screen 
    • The order number enables our Product Quality Team to review the entire situation and take steps to provided assistance and resolution 

Product Issue walk through video

From the Case Line Details Pages


1. Once you have created the Case with Line Items.

2. Locate the Case Line Items section. 

3. Click on the Case Line Items Name associated with the line in which the issue needs to be submitted on. 



4. Hover over Issues

5. Click on New Case Line Issue



6. Click on Continue. 


NOTE: The Record Type of new record will always default to Product Issue.



7. Select the appropriate choice from the Detected When drop-down field. 

NOTE: You will have the following options to select from: 

  • HDL Deluxing 
    • This is ONLY to be used by the Delivery Agent
  • During Delivery (including Customer Refusal) 
    • This is for any damage, defect, or customer preference return/exchange request during delivery of the item 
  • In-Home Post-Delivery (by Customer)
    • This is for any damage, defect, or customer preference return/exchange request after delivery of the item 
    • This option will be selected for a UPS return/exchange 
  • In-Home During Return (by Delivery Agent)
    • This is ONLY to be used by the Delivery Agent
  • In HDL Post-Return (by HDL Inspector)
    • This is ONLY to be used by the Delivery Agent 

8. Select the Product Type from the drop-down menu. 

9. Select the Problem Location.


NOTE: The Product Location will vary depending on the Product Type

10. Select the appropriate Reason for the issue from the drop-down menu. 


11. Select the appropriate Issue Type, Issue, Sub Issue, Compared To, and Issue Details as prompted. 

The required dropdowns will be dependent on the Reason selected. 

  • Quality (vendor Related)
    • Used for: Bug infestation, assembly issue due to manufacture or hazard
    • Other requested fields to select: Issue Type, Issue
  • Damage (RH Error)
    • Used for: Cracked, broken, dirty, or stained. This option will be selected for any delivery service (UPS, HDL, etc.)
    • Other requested fields to select: Issue Type
  • Processing Error 
    • Used for: Unable to deliver/doesn't fit, the wrong item delivered/ordered, or wrong quantity delivered/ordered
    • Other requested fields to select: Issued Type
  • Expectation/Depiction 
    • Used for: Didn't match expectation/depiction due to: color, design, dimension, or finish compared to other sources 
    • Other requested fields to select: Issue Type Compared to
  • Customer Damage/Wear
    • Used for: Customer-inflicted damage, item has wear and tear 
    • Other requested fields to select: The Issue Type field will automatically default to Specify in Issue Details, please be sure to fully define the issues in the Issues Details field
  • Customer Preference 
    • Used for: Comfort, size, ordered multiple to keep one, style, or color clash 
    • Other requested fields to select: Issue Type 


12. Click on Save.

From the Product Page

There are two ways to get to the Product Page; via a search or from the Order Details Page. 

Search Bar Option

1. Perform a search using the CW SKU ID.

2. Click the underlined Product Name

Order Details Page Option

1. Locate the order.

2. Scroll down to the Order Lines section. 

3. Click on the CW SKU ID associated with the product in which the issue needs to be submitted on. 



3. Hover over Issues

4. Click on New Issue


5. Click on Continue



NOTE: The Record Type of new record will always default to Product Issue. 



6. Select the appropriate choice from the Detected When drop-down field. 

7. Select the Product Type from the drop-down menu. 

8. Select the Problem Location

NOTE: The Product Location will vary depending on the Product Type.


9. Select the appropriate Reason for the issue from the drop-down menu.


10. Select the appropriate Issue Type, Issue, Sub Issue, Compared To, and Issue Details as prompted.


11. Click on Save.

Important Reminder

  • Product Issues are required to be created for the following situations:
    • Any returns or exchanges (even for client preference) 
    • Any Keep-As-Is requests 
    • Any replacement parts due to RH error

  • Some customers will experience multiple issues. Be sure to submit issues to capture all of the customer's feedback
  • If you experience a system, user, or access issue with Salesforce, contact your Leader immediately. The Leader will confirm the issue and submit to Gatekeeper for resolution.


BOM SKUs

  • Since BOM SKU's have multiple components, do the following:
    • If the entire product is having an issue, open the issue on the BOM header line 
    • If one component is having an issue, open the issue on the line that is having the issue 
    • If multiple components are having issues, open a separate case for each line that is having an issue 


Knowledge Check

Why are Salesforce Issues created?

  • They use the information we provide to communicate with the vendor and improve our product quality
  • Provide our business vital feedback about our customers

What are these options used for?

  • HDL Deluxing
    This is ONLY to be used by the Delivery Agent.
  • During Delivery (including Customer Refusal)
    Any damage, defect, or customer preference return/exchange request during delivery of the item.
  • In-Home Post-Delivery (by Customer)
    This option will be selected for a UPS return/exchange that RH is creating.
  • In-Home During Return (by Delivery Agent)
    This is ONLY to be used by the Delivery Agent.
  • In HDL Post-Return (by HDL Inspector)
    This is ONLY to be used by the Delivery Agent.

Fill In The Blank

Product Issues are required on any returns or exchange (even for ), any , and any replacement parts due to

True of False

  • The Record Type of new record will always defauly to Product Issue.
  • Expectation/Depiction is used for when unable to deliver/doesn't fit, the wrong item delivered/ordered, or wrong quantity delivered/ordered
  • Your Product Location will vary depending on your Product Type.
  • Any Keep-As-Is requests is not a reason to create a Salesforce Issue.

What are these areas used for?

  • Quality (vendor Related)
    Bug infestation, assembly issue due to manufacture or hazard
  • Damage (RH Error)
    Cracked, broken, dirty, or stained. This option will be selected for any delivery service (UPS, HDL, etc.)
  • Processing Error
    Unable to deliver/doesn't fit, the wrong item delivered/ordered, or wrong quantity delivered/ordered
  • Expectation/Depiction
    Didn't match expectation/depiction due to: color, design, dimension, or finish compared to other sources
  • Customer Damage/Wear
    Customer-inflicted damage, item has wear and tear
  • Customer Preference
    Comfort, size, ordered multiple to keep one, style, or color clash

BOM SKU's fill in the blanks question

If the entire product is having an issue, open the issue on the  .