Select An Org
How to Get Support from Salesforce Help
Publish Date: Jun 4, 2026
Description
Overview
This article will show you how to contact Salesforce Support, navigate the new experience based on your Success Plan, and manage your support cases with ease.
Article Contents:
Identify Your Success Plan
Access Agentforce Chat and Live Chat
Access Phone Support
Create a Case
Understand Your Support Channels
Managing Cases
Best Practices for Case Resolution
FAQs
Additional Resources
Identify Your Success Plan
Your support options depend on your Salesforce Success Plan. Select your plan below to see your specific contact channels.
Select your Salesforce Success Plan for more information:
Don't know your Success Plan? Follow these steps to find out:
Find Your Success Plan
You can view your Success Plan in the My Success Hub on Salesforce Help.
- Log in to help.salesforce.com
- Open My Success Plan
- Once logged in, you can check your plan details, entitlements, and included resources.
Working with Multiple Orgs?
If you have access to more than one org, you may see multiple Success Plans once you log in. Each is tied to a specific tenant/org and cloud (e.g., Core, Marketing Cloud, Commerce)
- Choose the plan that matches the tenant/org ID you need support for.
- Missing an org? Contact your account or renewals team for help.
Based on your plan, you have the following Support Channels:
Standard Success Plan
Based on the region and languages supported, you have the following options:
| Region | Supported Languages | Agentforce | Agentforce Live Chat | Phone Support | Create a Case |
| US & Canada | English, French | Yes | Yes | Sev 1 Only | No |
| LATAM & Caribbean | English, Portuguese, Spanish | Yes | Yes | Sev 1 Only | No |
| EMEA | English, French, German, Italian, Portuguese, Spanish | Yes | Yes | Sev 1 Only | No |
| Danish, Finnish, Norwegian, Russian, Swedish | No | No | No |
Yes | |
| Dutch | No | No | Sev 1 Only | Yes | |
| APAC | English | Yes | Yes | Sev 1 Only | No |
| Korean, Mandarin | No | No | Sev 1 Only | Yes | |
| Japan | English, Japanese | Yes | Yes | Sev 1 Only | No |
Note: Agentforce Voice is available in US/Canada (English) only.
Premier Success Plan
Based on the region and languages supported, you have the following options:
| Region | Supported Languages | Agentforce | Agentforce Live Chat | Phone Support | Create a Case |
| US & Canada | English, French | Yes | Yes | Yes | No |
| LATAM & Caribbean | English, Portuguese, Spanish | Yes | Yes | Yes | No |
| EMEA | English, French, German, Italian, Portuguese, Spanish | Yes | Yes | Yes | No |
| Danish, Finnish, Norwegian, Russian, Swedish | No | No | No |
Yes | |
| Dutch | No | No | Yes | Yes | |
| APAC | English | Yes | Yes | Yes | No |
| Korean, Mandarin | No | No | Yes | Yes | |
| Japan | English, Japanese | Yes | Yes | Yes | No |
Note: Agentforce Voice is available in US/Canada (English) only.
Signature Success Plan
Based on the region and languages supported, you have the following options:
| Region | Supported Languages | Agentforce | Agentforce Live Chat | Phone Support | Create a Case |
| US & Canada | English, French | Yes | Yes | Yes | Yes |
| LATAM & Caribbean | English, Portuguese, Spanish | Yes | Yes | Yes | Yes |
| EMEA | English, French, German, Italian, Portuguese, Spanish | Yes | Yes | Yes | Yes |
| Danish, Finnish, Norwegian, Russian, Swedish | No | No | No |
Yes | |
| Dutch | No | No | Yes | Yes | |
| APAC | English | Yes | Yes | Yes | Yes |
| Korean, Mandarin | No | No | Yes | Yes | |
| Japan | English, Japanese | Yes | Yes | Yes | Yes |
Note: Agentforce Voice is available in US/Canada (English) only.
Access Agentforce Chat and Live Chat
Start with Agentforce Chat on Salesforce Help, and connect to a live support agent if needed.
- Log in to help.salesforce.com
- Start a conversation with Agentforce Chat, our AI support assistant.
- Need more help? Request a transfer to Agentforce Live Chat to connect with a support agent.
Availability:
- Agentforce Chat: Standard, Premier, and Signature
- Agentforce Live Chat: Premier and Signature
Note: Already in a conversation? End your current chat before starting a new one.
Access Phone Support
Check out this article for information on accessing phone support.
Create a Case
Check out this video to learn how to create a case with Agentforce on Salesforce Help in just a few simple steps.
Understand Your Support Channels
What is Agentforce Chat and Agentforce Live Chat?
Agentforce is our intelligent support assistant available on Salesforce Help. If needed, Agentforce can seamlessly transfer you to a live Support Engineer (for eligible customers).
- Availability: 24/7
- Who can use it: Standard, Premier, and Signature customers.
- Languages supported: See table based on your Success Plan.
Agentforce currently supports all Clouds that are supported on Salesforce Help. Live chat is not available for free/trial org users.
Note: If you are using Salesforce Help in a language that Agentforce doesn't yet support, see the following instructions to create a case.
What is Phone Support?
Phone support is available for all Premier and Signature customers. Phone support is available for Standard customers experiencing Severity 1 (Business Stopping) issues. Be sure to keep your contact details in Salesforce Help up to date to speed up identity validation.
Access Phone Support:
- View Support Phone Numbers
- Be ready to specify:
- Product (e.g., Sales, Data, Tableau, etc.)
- Case number (if following up)
Note: U.S. customers with hearing or speech impairments can reach Customer Support via Salesforce Accessibility Support.
What is Create a Case?
Create a Case if the self-service option in the Help & Training portal that allows customers to submit a support request directly to Salesforce.
Managing Cases
Managing Cases in Agentforce
Ready for real-time answers? Ask Agentforce and get case updates in seconds! Agentforce instantly pulls up the latest details, giving you clear visibility into progress, comments, and any new activity.
You can add comments, reopen the case, or adjust severity all right inside the chat.
Agentforce keeps everything centralized, providing updates, helpful links, and next steps as they happen. No digging through emails or navigating multiple pages; your entire case journey stays organized in one place.
How to Select an Organization, Add Files, and Add Collaborators
Once your case is open (Signature customers) or active via Agentforce (Standard/Premier customers), you can do the following:
Select an Organization:
- Click My Cases in the main Salesforce Help navigation bar
- Click Select an Org
- From the “Select an Org” screen, click the org you want to use.
- Click Select Org.
Add Attachments:
- Open your case.
- Go to the Activity tab.
- Click Add Attachments, choose files, and click Add Comment.
Add Collaborators:
- In the case, click the Collaborators field.
- Add emails (comma-separated for multiple people).
- Collaborators will receive all future case updates
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Salesforce Help is separate from your Salesforce environment, has different security, and is not intended for sensitive or regulated data (like health or financial info). Please review your local laws and regulations before submitting any content. |
Best Practices for Case Resolution
Want quicker support? Give us the full picture up front! The more context you provide in your initial description, the faster we can help. Here’s what to include when submitting your issue through Agentforce or creating a case:
- What are you trying to do?
Briefly describe the task, goal, or feature you’re trying to use. - What’s going wrong?
Let us know what’s happening-or not happening-including any error messages. - When did it last work?
If it used to work but doesn’t now, tell us the last known time/date it worked. This helps us pinpoint changes that may have caused the issue. - What are the steps to reproduce the issue?
Write out the steps you’re taking, in order, so we can recreate the problem. - What did you expect to happen?
Explain the result or behavior you were anticipating. - What actually happened instead?
Share the outcome you experienced, including any errors or unexpected results. - Anything else we should know?
Include Org IDs, impacted users, account configuration details, or the size/scope of the impact. The more you share, the better!
FAQs
Q: What if I have a Severity 1 issue?
A: For all Success Plans, if you have a Severity 1 (Business Stopping) issue, we recommend using phone support for the latest response.
Q: Can I use Agentforce in other languages?
A: Check out the Live Chat Availability table to confirm which languages are available. We’re actively working to expand language support and to include all Agentforce functionality in all languages.
Q: Can’t log in to Salesforce Help?
A: Reset your password using the “Forgot your password?” link on the login page. You can also review this Trailblazer Profile article for guidance on accessing your account.
If you still can’t log in, contact your Salesforce admin or a colleague with access to log a case on your behalf. Additionally, you can troubleshoot by checking your browser settings, clearing your cache and cookies, and confirming you’re using the correct username. For urgent, high-severity issues, contact Salesforce phone support directly for assistance.
Q: Can I track or update my case after it’s submitted?
A: Absolutely! Just head to My Cases on Salesforce Help to view your case history, update details, upload attachments, or communicate directly with your Support Engineer.
Q: How can I speed up the resolution of my case?
A: The more context you give us upfront, the faster we can help. Follow the Best Practices for Faster Issue Resolution, attach any relevant files, and clearly describe the problem, steps to reproduce it, and what you expect to happen.
Q: Why can’t I create a case even though I’m logged in?
A: Only users with Salesforce license types can create cases or be added as case collaborators. Other license types currently don’t support this feature. Want that to change? Share your feedback on the Salesforce Idea Exchange.
Additional Resources
- Unable to Log In to Salesforce
- Contact the Customer Service Billing Department
- How to Make the Best Use of Tableau Support Chat
- View My Org's Open and Closed Cases in Help Portal
- Support Portal Experience Enhancements for Tableau Customers and Partners
- Schedule an Appointment with a Salesforce Support Engineer
- Salesforce Help Agent on help.salesforce.com
Knowledge Article Number
005167035
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