How to Create a Product Accessibility Case on Salesforce Help

Accessibility Commitment

The Web Content Accessibility Guidelines (WCAG), Revised 508 Standards, and EN 301 549 standards were created to allow for greater accessibility and usability of technology by individuals with disabilities. Accessibility of our products is reviewed regularly via research, internal testing, audits, and customer feedback. We review issues and integrate plans to address them in our ongoing product development roadmap. We strive for conformance with WCAG 2.2 AA, which aligns to these standards, and we continue to monitor updates to these accessibility standards.

Opening a Case with Salesforce Accessibility Support

When creating a Salesforce support case, please follow our usual process, and select the Product and Topic as 'Disability and Product Accessibility' which helps your case get to the right team quickly.

Essential Details to Include on the Case

Friendly Reminder: Please be as clear and detailed as possible, and submit each accessibility issue separately. This helps us track each item individually and resolve them more efficiently.

1. Issue you are facing.
2. Sandbox ID where the issue can be replicated and the username that we can login as (this is needed in every case for trust and security reasons). Make sure to grant login access to Salesforce.com Support.
3. Please provide the step-by-step actions a user would take to reproduce the issue, including Actual Result vs Expected Result. Check out the example below: 
   1. Log in as Test User.
   2. Go to the Sales app.
   3. Navigate to the Contacts tab.
   4. Activate the New button by pressing Enter.
   Actual Result: The focus doesn’t move into the modal dialog.
   Expected Result: The focus should automatically move into the modal dialog and remain there until it's closed or cancelled.
   Assistive technology you are using and version.

Key Accessibility Considerations to be added (Very Important)

1. WCAG 2.2 AA success criteria that are violated
2. Disability business impact of the issue ranked as either Task Blocking, Difficult to use, or Limited Impact
3. Screen recording with audio or screenshot(s) of the issue
   1. If providing a screen recording, please make sure to capture the interaction preceding the issue, the issue itself, and the interaction immediately after the issue. Please include audio describing the actual and expected behavior.
4. HTML markup of the Salesforce code where the issue was found
5. Describe any go-live or project timeline goals to understand business urgency

Need help with: Vlocity/OmniStudio/Experience Cloud/Flows or Colour Contrast?

When opening cases about these products, please make sure to include the following for a better and more efficient turnaround:

• Vlocity/Omnistudio
  • Installed package version (Found under Setup > Installed Packages). Please ensure that you are on the latest package version.
  • Is managed package runtime enabled? (Found under Setup>Omnistudio Settings)
  • Name of the Omniscript or Flexcard and the name of the Step where the issue occurs
• Experience Cloud
  • Name and link of the Site
  • How to open the Site Builder in your org.
  • Link to the lead, person account or contact in your org so that we can click the button “Login to Experience as user”.
• Flows
  • Name of the Flow or Sub Flow
  • The specific Step name/Component in the Flow where the issue occurs
• Color Contrast
  • Page and element name where the contrast issue occurs
  • Screenshot of the color contrast issue
  • Results from a color contrast analysis tool, such as the hex codes and the contrast ratio

How to Choose the Right Case Severity Level

Select the appropriate case severity level in the table:

Make your experience smoother and more efficient

• For audits identifying more than 10 accessibility issues: Please create a single case to schedule a call with our accessibility support team. Alternatively, you can engage your Salesforce account team to arrange a discussion with our team. This allows us to prepare for a comprehensive review and ensure we have all the necessary information to address your findings effectively.
• The Accessibility Support team reviews issues with standard Salesforce components only. For custom code (like Visualforce, Lightning components, or other custom development), please log a Developer Support case through the Help & Training portal if you're entitled to that support. Developers can also check out these helpful resources: Lightning Design System Accessibility pages, Lightning Aura Components Developer Guide - Supporting Accessibility, and the Accessibility Documentation section found under each Lightning Component. 
• Automated Accessibility tools are a great starting point, but they don’t always tell the full story. To help us look into an issue, please include manual steps—like using a screen reader or keyboard—that lead us to the exact spot. This way, we can understand and fix it more effectively!
• Review our Accessibility Standards to understand our recommended screen readers, browsers, operating systems, and versions. 
• When testing on mobile, use the official Salesforce mobile app instead of the browser's mobile device emulation.
• Check our Known Issues site for reported issues: If you find a match, click “Report” to subscribe and get updates. Once you share the link, please confirm it matches the issue in your case—then Support will close the case. Accessibility fixes are handled by each Product team and released during major Salesforce updates. For timelines or prioritization, please contact your Salesforce Account Team.
• Please reply to Support within a timely manner. If we don’t hear back, the case may be closed for inactivity. You may reopen it within 10 days.
• Submit a usability request (or vote on another request someone else has submitted) via the Salesforce Idea Exchange.