Salesforce Help Portal Limitations

The following limitations apply to the Salesforce Help Portal.

Case Collaborators

A maximum of 20 collaborators can be added to a single case. Each collaborator must have previously logged in to Salesforce Help in order to be eligible for addition.
Users permitted to add case collaborators: Primary Case Contacts and Help & Training Administrators. Help & Training Administrators may add themselves and any of their organization's other valid users in the Salesforce Help site as a collaborator on a case they do not own.

File Attachments

Maximum number of files attached to one case: 10
Maximum file size of a single attachment: 4.2 MB
Supported file types include: PDF, TXT, image files, as well as ZIP, DOC, MPEG4, 3GPP, MOV (h264 and MPEG4 video codecs; AAC audio codec), AVI (MJPEG video codec; PCM audio), GTM (GoToMeeting recordings), WMV, FLV, XLS (including .xlsx and .xlsm), PPT (including .pptx and .pptm), WMA, MPEGPS (MPEG2 video codec; MP2 audio), and WebM.

User Login and Access

Supported login types for Salesforce Help access: Salesforce (force.com org) and Marketing Cloud.
Access to the Help Portal depends on the type of License assigned to the user. Users of other Salesforce services — such as Social Studio, Radian6, and Pardot — do not have direct access to the Help Portal using those products' credentials. If you have access to a Salesforce or Marketing Cloud login, use one of those to log in to the Help & Training portal.