Customer Community FAQs
How do I submit a support case?
- Log in to the Conga Community here.
To submit cases and view the case dashboard, you must be a designated Super-User and be logged into the Conga Community.
- Go to: https://community.conga.com/s/allcaseslistview OR on the Conga Community home page, select Support > Cases from the top menu.
- On the Case management page, click the Create case button.
- The Create Case Wizard will open. Please complete all 7 steps in the form wizard, then click the Next button to submit.
- After submittal, you will be directed to the case details page and receive a confirmation email from Conga Support ([email protected]) that includes your case number and severity level.
- Log in to the Conga Community here.
I’ve downloaded the multi-factor authentication app. Where can I log in?
You can login to the Customer Community here:
How do I log into the Customer Community?
As an important layer of security and identity management, Conga requires users to use multi-factor authentication (MFA) during the registration process. To do this please first download the MFA app from Apple Store or Google Play.
To help guide you through this process, please download The Conga Community Salesforce Authenticator User Guide.
Why and what is Multi-Factor Authentication (MFA) and where can I learn more?
At Conga we take your security very seriously. Multi-factor authentication doesn't rely on email but uses a third-party app for verification. This allows us to maintain and offer customers like you the highest standard of security. To learn more, you can watch Salesforce's informational video, How Multi-Factor Authentication Works to Protect Account Access, here.
What if I do not have a Salesforce standard license? Can I still access the Customer Community?
Please use one of the recommended authenticators and register as a general user.
Please contact and consult with your own internal IT department to see what alternative access methods they support and recommend.
How can I log in if I don’t have a cell phone and/or my company prohibits the use of personal mobile devices?
Consult your IT department. Security keys are an alternative solution for those who do not have a mobile device or cannot bring one on-premise. If your organization allows for the use of security keys, this is an alternative way to gain secure access.
Will I have to enroll in the new community?
We’ve sent invitations to all current Conga Community customer members who will need to update their password to complete the login process. If you’re not a current Conga Community member, don’t worry! You can easily enroll by going here.
I’m already a Customer Community member. Where do I find my new username and login details?
Please check your inbox for a recent email from [email protected], which has your username to the new Customer Community. This username is specific to you and will be your login for the Customer Community. Please note that your username may not be the same as your email address. If you do not have an email, please email [email protected] or call 866-502-3334.
After you receive your username, you can login here.
See image below for reference:
I tried to reset my password, but I never received an email. How can I get help?
First, please ensure the email isn't in a spam filter. Your password reset instructions should arrive in your inbox within 15 minutes. You might also not have received the email because, although you have been enrolled, we have not yet authenticated your username for the new Customer Community via a first login. Please verify you are using the right username that was included in your welcome email from [email protected] If you require additional assistance, please contact Conga Support at 866-502-3334.
I’m locked out of Conga Customer Community. How can I get reengaged?
As a security precaution, after three failed login attempts, users will be locked out.
Once locked out, the system will notify our internal teams who will reset your access and reissue an email from [email protected] with your username and login procedure. Please check your inbox and follow the login process and ensure that you're using the correct username provided in the email.
I’m located outside the United States. Are there local access numbers I can use to contact Support?
Yes. See below:
Monday-Friday: 8:00am to 7:00pm PT
Monday–Friday: 7:00 – 18:00 GMT
+44 (0) 203-608-0165
Monday-Friday: 7:00am – 6:00pm AEDT
+61 2 8417 2399
What if we choose not to use the Salesforce Authenticator?
With the launch of our new community site, we have taken this opportunity to reinforce our password complexity rules and have enabled multi-factor authentication. We chose Salesforce Authenticator for our MFA solution as it is the most secure and user friendly, while meeting the Salesforce MFA requirement by February 1, 2022. Read more from our CIO on this decision here.
The Salesforce Authenticator is not the only verification method for MFA, you can use any of the supported solutions such as authenticator apps, security keys, or built-in authenticators. You can learn more about which verification methods satisfy the requirement at Salesforce Multi-Factor Authentication FAQ.
Will my support level entitlements change?
No. You’ll continue to receive the same support and entitlements as you do today. At time of renewal, you will be able to select one of our new options.
I don’t see the web form anymore, where can I find it?
Customers are being directed to the Conga Customer Community where they will be able to file and manage cases. Please bookmark this page and visit the customer community frequently and engage with product specialists and other revenue/contract operations professionals.
Can I send an email to open a case?
No. To enhance the customer experience and ensure that we get all the necessary information to successfully resolve the concern, all cases will be submitted via the Customer Community. In order to submit a case, you must be a designated admin or support contact for your company.
When submitting a case, I don’t see severities P0-P4, how do I know which severity to use?
We are moving to an industry best practice of severities. The following is a suggested mapping to help you select the right one:
Priority Severity P0 Sev 1 P1/P2 Sev 2 P3 Sev 3 P4 Sev 4
Level 1 – Critical: Critical production issue affecting all users, including system unavailability and data integrity issues with no workaround available.
Level 2 – Urgent: Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround available. Also includes time-sensitive requests such as requests for feature activation or a data export.
Level 3 – High: System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable.
Level 4 – Medium: Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users.
Does everyone have access to file cases?
Conga admins or support contacts will have ability to file cases on behalf of your organization. If you’re not one of these users, please reach out internally to your contact.
What are case collaborators?
They're colleagues like an admin or support contact who can add to a case, so they get they updates at the same time as the case contact. They're also able to respond to emails and provide details to assist in getting cases resolved quickly.
Will I be able to see my previous cases?
Yes. All cases will be moved to the new Conga Customer Community. You’ll be able to see cases you and your colleagues submit on behalf of your organization. View your cases here. Once logged in, you can also select from the main menu: Support > Cases.
If I have ideas for product enhancements, can I submit those in the community?
Yes! We value our customers’ feedback, and as part of the product enhancement process you can submit those ideas within our Customer Community.
If I need help, but it is not a technical support issue, who do I contact?
Our team of experienced experts are here to help you with any questions you have. At the bottom of each Customer Community page is a help button—our Customer Success team is just a click away.
Open the get help wizard directly by logging in and then pasting this link into your browser: https://community.conga.com/s/get-help.
What should I do if I'm having trouble logging a support case?
If you are having difficulty logging a case, please call us toll-free at 866-502-3334.