2443321 - Information Required for Offline Issues in C4C

Probing Questions for Offline Issues in C4C.

• Is the issue specific to Offline?
• Does the issue occur during sync? 
• If Yes, is it from Online to Offline or from Offline to Online?
• Collect the sync logs.
• Does the issue occur while creating data in offline?
• If Yes, collect the exact steps to reproduce along with screenshot
• Also we need the exact data that is entered in all the fields in Offline (example: Account name, product id)
• Is the issue related to data not synchronized?
• Check the Offline Settings if the relevant query is maintained.
• If yes, check the sync log for errors.
• Provide the sync logs
• Is the issue related to missing functionality?
• Check the supported objects for Offline in the Help center for a particular BO.
• If not documented, provide the expected behavior and current behavior.
• For any issue, below details are required
• App version.
• Mobile device version and details (ex: IPAD Air 2, Samsung Galaxy Note etc).
• Device OS version.
• Is the issue specific to one user or multiple users?
• If one user, collect the user id.
• Get the permission to reset the password of the given user.
• Get the permission to create test data if required, to analyze the issue.
• Business Impact of the issue.

KBA , AP-RC-MOB-OFL-SYN , Offline Data Synchronization , How To