---
schema_version: "1"
id: 154e44794ccd9d1a3c6162387d4496a5054f125e7ba5e019f7368e018f8be3a4
title: Troubleshoot a Service in Communications Service Console
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ind/264-0-0/comms_troubleshoot_a_service_in_communications_cloud_agent_console.md
canonical_url: https://help.salesforce.com/s/articleView?id=ind.comms_troubleshoot_a_service_in_communications_cloud_agent_console.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: cedf9badbf40c745e06efcb2e21acf3084cdfd0df4a7feb951c1ceab60f94eda
description: 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.
products:
  - Communications
release: "264"
---
# 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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr></tbody></table>

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.
    
    <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
            <thead class="slds-text-title_caps ">
              <tr><th class="slds-cell-wrap" scope="col" id="d56227e75">Status</th>
              <th class="slds-cell-wrap" scope="col" id="d56227e77">Description</th>
            </tr></thead>
            <tbody><tr class="">
              <td class="slds-cell-wrap" data-label="Status" headers="d56227e75">Account status</td>
              <td class="slds-cell-wrap" data-label="Description" headers="d56227e77">
                <p>Indicates whether there are any account issues with the following details:</p><a name="comms_troubleshoot_a_service_in_communications_cloud_agent_console__ul_aq1_2p3_5dc"><!-- --></a>
                <ul id="comms_troubleshoot_a_service_in_communications_cloud_agent_console__ul_aq1_2p3_5dc">
                  <li><strong class="uicontrol">Account Status</strong>: Indicates if the account is active or not.</li>
                  <li><strong class="uicontrol">Billing Status</strong>: Indicates if the account's billing status is
                    active, suspended, or outstanding.</li>
                  <li><strong class="uicontrol">Payment Status</strong>: Indicates the most recent payment, such as paid,
                    not paid, or partially paid.</li>
                </ul>
              </td>
            </tr>
            <tr class="">
              <td class="slds-cell-wrap" data-label="Status" headers="d56227e75">Outages</td>
              <td class="slds-cell-wrap" data-label="Description" headers="d56227e77">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.</td>
            </tr>
          </tbody></table>
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**.