Salesforce Support - Trailblazer Account FAQ

 What is a Trailblazer account?

A Trailblazer account brings together Trailhead, Salesforce Help, Partner Community, AppExchange, Trailblazer Community, IdeaExchange, Salesforce Events, and more, for one unified identity and login/sign up experience across your Salesforce sites and communities. 

See Get Started with Trailblazer for details.
 

How do I access my profile?

Access your Trailblazer profile by clicking on your avatar in the upper right corner from Trailhead, AppExchange, Trailblazer Community, or IdeaExchange. From here, you are able to view all of your activities and experiences.
 

What does a Trailblazer account mean for Salesforce Support?

A Trailblazer account gives you an easier way to log in and navigate across Salesforce sites. Specifically, a Trailblazer account brings a better way to get support across multiple Salesforce Organizations. You get a single view of your Salesforce Organizations and can easily change between Salesforce Organizations you have access to.
 

Where do I log cases for my non-Sales, Service Platform cases?

For Marketing Cloud, when logging in to Salesforce Help, select Marketing Cloud. If you are already logged in with your Trailblazer account, log out, and then log in with Marketing Cloud.

For other products, please proceed to their individual sites to access support.
 

Does this change my login and support experience for Marketing Cloud?

The experience for getting Marketing Cloud support remains the same. To access Marketing Cloud support, select Log In at the top-right corner of Salesforce Help and then select Marketing Cloud.
 

What can I access with the different login types (social, email, Salesforce)?

Three types of support experiences are available with your Trailblazer account: Social, Email, and Salesforce.

With Social, you can read documentation and content, and can view the Salesforce Organizations you have access to. You need to provide authentication into a Salesforce Organization to access support.

With Email, you can access the same content as with Social, but can access support for any Salesforce Organization where your user has the same email address upon selecting that Salesforce Organization.

With Salesforce, you can access all Salesforce Help content and can immediately get support for that Salesforce Organization. You can also switch to any Salesforce Organization for which you have access that uses the same email address you are logged in with. You're also able to view additional Salesforce Organizations that share different email addresses than the one you are logged in with, but are linked to your Trailblazer profile.
 

Why do some Salesforce Organization Tiles allow me to get support right away while others require logging in to access?

You can immediately access support for Salesforce Organizations where your user is connected to the same email address as the one you are currently logged in with. For security reasons, if you have users in multiple Salesforce Organizations with email addresses different than the one you are currently logged in with, you need to provide your credentials and authenticate.
 

Where does Org Name come from?

The Org Name comes from the “Organization Name” in the Company Information section in Setup. If the default name doesn’t resonate with you, you can nickname each Salesforce Organization tile you see! That nickname is unique to your user and shows to other members of your Salesforce Organization.
 

Why do all my Salesforce Help tabs update to the same Salesforce Organization?

When selecting a Salesforce Organization, it updates that Salesforce Organization for all sessions and tabs to ensure a consistent experience. If you want to switch to another Salesforce Organization, use the quick change dropdown or head to the Org Picker page.
 

Can I still Single Sign On (SSO) from the Salesforce application to Salesforce Help?

At this time, Single Sign On (SSO) from the Salesforce application to Salesforce Help is not available. However, Trailblazer sessions are long-lasting, so if you’ve been logged into Trailhead, Salesforce Help, the Trailblazer Community, or another Salesforce site recently, your session continues onto Salesforce Help and you are logged in with the same user.
 

Why should I link all my Salesforce Organizations to one Trailblazer account?

By linking all of the Salesforce Organizations you have access to one Trailblazer account, it allows you to easily manage support for those Salesforce Organizations in one place. We recommend you keep all of your Salesforce Organizations and information (both professional and personal) in one Trailblazer account. That way, we can get a full picture of who you are and can give you the right support experience for you.
 

Why am I seeing Salesforce Organizations in the Org Picker that I haven’t explicitly connected to my Trailblazer profile?

Your email addresses are the single source of truth here. The Org Picker page shows you all Salesforce Organizations with users connected to any email addresses you’ve linked to your Trailblazer profile. So, even if you’ve only linked a social account with one email address and a Salesforce account with another, if you have additional credentials associated with one or both of those two email addresses, we give you the option to get support for those Salesforce Organizations as well!
 

What does the H&T Role on the Org Tile mean?

Help & Training (H&T) Roles represent the different support permissions relevant to Salesforce Help:

• Standard Portal User: Has access to Salesforce Help and unless otherwise designated, can access support.
• Designated Contact: Can access support and ‌view support cases submitted by all members of their Salesforce Organization.
• Primary Designated Contact: Have all previously mentioned privileges of a Designated Contact, and can additionally create and manage other Designated Contacts for their Salesforce Organization.

You can read more about Designated Contacts here.

Which cases are included in the case count on the Org Tiles?

All Support, Admin Assist, Accelerator, and Proactive Monitoring cases created by you are counted in the case count. 

Why can’t I see my Orgs on the Org Picker page?

If you can’t see a Salesforce Organization that you would expect to show in the Org Picker, it is likely because it is not connected to your Trailblazer profile.

To check your Trailblazer account connections, navigate to your avatar in the top-right corner and click Settings. There, you can see your connected accounts. Check to verify that the accounts you expect to see are connected (or the common email addresses are connected).

Remember, this system currently only supports Salesforce Sales, Service, and Platform products (those that can be accessed via login.salesforce.com). Salesforce Organizations for other products are not shown in the Org Picker and support needs to be accessed separately.
 

Where can I learn more about Trailblazer?

You can learn more about the Trailblazer profile, settings, and security here. 
If locked out of your account, check your options in the information about Trailblazer Single-Use Codes .