Penelope | Support Community
Updated over a week ago

Attention: Social Solutions is now Bonterra. Please bear with us as we update our screenshots to match our new name.

Welcome to Penelope!

We've updated the Penelope Community Link.

If you are having any trouble logging in, click Forgot Your Password?.

You can also email our new support email: if you continue to encounter sign in issues.


Having trouble accessing the community? Contact Support at

Using the Support Portal

Creating Cases

Creating a case is how you can communicate problems with your Penelope instance to the Support team.

  1. Select the Type field to choose the overall topic your case relates to.

  2. Select the Category field to choose a more specific feature.

  3. Select the Priority dropdown menu to select the urgency of your request. For best practices, please review our Case Types and Priorities.

  4. Subject: Provide a short, descriptive, headline for the issue you're contacting us about.

  5. Description: This field is where you describe the issue you're having in detail.

  6. Submit your case by clicking Save.

Viewing Support Cases

To view the support cases you have submitted to the Penelope Support team, click View Support Cases on the main portal. You can view the cases you yourself have submitted or any cases that have been submitted from your organization.

  1. Expand the drop down menu to see All Cases or to filter down the cases you would like to view.

  2. The Status column will tell you that the Penelope team is working to resolve your case.

    To edit your cases, select the 'All Open Cases' option from the drop down. You will be given an edit option on the far left side of the screen.

Knowledge Base

The Knowledge Base holds all the instructional and step-by-step materials for using and configuring your Penelope database.

Use the Search bar to find articles related to the topic you need assistance with.

When your article is open, you will see pictures and step-by-step instructions.


Ideas are completed in our new Ideas platform. All previous Ideas from Salesforce have been migrated to the new space.

System Administrator, Admin-Executive and Intake-Mgmt. users with a valid “Personal Message Settings” email address will now have access to this link in their links bucket. These users can submit new ideas, vote on ideas that matter to them and track the status of their ideas. Product will use the votes as a guide to help triage these ideas into the upcoming roadmap. This link will appear at the bottom of the ‘My Profile’ bucket in Penelope.

For the help site: Remember to use the Aha! logout functionality when you have finished managing ideas in the Penelope Ideas Portal!

Important Notes!

Make sure to use the Case Comments section to reply to a case!

  • Do not use the chatter feed at the top of the case to communicate with support agents. Reply to the email thread or use the "Case Comments" on the case itself to communicate with Support agents. This ensures that your latest message to Support is moved into the correct queue in order for Support agents to find it and respond in a timely fashion.

  • If you have not heard from a support agent within one business day of opening a case, check your email's Spam, Junk and Clutter folders for email from the sender <>. When you find it, please add this sender to your Trusted Senders list or your Contacts. This will ensure that you receive responses from Support agents in a timely fashion.

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