Scope of Salesforce Support for Formulas: What Support Can and Cannot Help With

This article explains what Salesforce Support can and cannot help with when you work with formulas in Salesforce, including custom formula fields, validation rules, and Flows.

Formula support that Salesforce can provide

• Error messages with formulas, especially Internal Server Errors or GACKs.
• Breaks or fixes with existing formulas.
• High-level FAQ-type questions.

Formula support that Salesforce cannot provide

• Writing formulas from scratch.
• Rewriting large sections of formulas. For example, "This formula doesn't do what I want, can you help me build it out?"
• Advanced guidance about designing your business process as it relates to features that use formulas.
• Consultative work. For example, "Can you help me design my business process, then implement it using formulas?"
• Errors in Hyperlink formula fields where the issue comes from the external site or its interaction with Salesforce. For example, the hyperlink works and navigates to the external site, but an error occurs.

Which Salesforce features this scope applies to

Generally speaking, if the formula compiles without error, then it is working. Support can help find compile errors, but cannot rewrite formulas.

The scope guidance in this article applies to all features where formulas are used, including (but not limited to) Custom Formula Fields, Sharing Rules, Sharing Sets, Validation Rules, and Record-Triggered Flows.