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Troubleshoot a Service in Communications Service Console

Customers can contact our service representatives for support with issues like poor signal quality, dropped calls, or slow internet speeds. The troubleshooting process guides representatives through the necessary steps to address these inquiries effectively, ensuring accurate and timely resolutions.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions
  1. From the App Launcher, find and select Communications Service Console.
  2. Open the account associated with the service that you want to troubleshoot.
  3. On the Action Launcher page, click Troubleshooting.
    The Select Asset page appears.
  4. Select the asset that you want to troubleshoot and then click Next.
    The Check Account & Network Status page appears.
  5. Review the account and network statuses.
    Status Description
    Account status

    Indicates whether there are any account issues with the following details:

    • Account Status: Indicates if the account is active or not.
    • Billing Status: Indicates if the account's billing status is active, suspended, or outstanding.
    • Payment Status: Indicates the most recent payment, such as paid, not paid, or partially paid.
    Outages Indicates any current ‌network or service outages that could impact the customer’s services. Shows details such as outage type, outage number, place where the outage was detected, latest update on the outage, impact, and outage resolution status.
  6. Click Next.
    The Troubleshoot Service page appears.
  7. Perform the necessary checks.
    1. Check for service issues: Determine if any service issues are detected.
    2. Review associated cases: Check if there are any open or recently closed cases associated with the service, including details such as status, case number, type, and case creation and closure dates. Click on a case to go to the Case page.
    3. To check for network issues, click Line Test. Evaluate parameters such as download speed, upload speed, signal strength, and latency to determine if there are any issues.
  8. Click Next.
  9. On the Create Case page, based on the review findings, create a case with the following details: subject, case type, description, status, and priority.
  10. Click Next.
    The Case Confirmation page appears with information about the case.
  11. To view the case details, click View Case.