Create and Manage Marketing Cloud Designated Contacts on Salesforce Help

Designated Contacts (DCs) are users in your organization who have unique permissions to access Support and other Premier and Signature features. DCs can create cases, and are only able to see their own cases.

DCs should have sufficient knowledge of Salesforce and your organization's environment to work with Salesforce Marketing Cloud Support and Premier Services. DCs are typically business stakeholders such as Salesforce Marketing Cloud administrators, IT contacts, and subject matter experts.

Primary Designated Contacts (Primary DCs) can create, view, deactivate, and edit the permissions of other DCs in their organization.

Salesforce Marketing Cloud automatically assigns your first Primary DC. The Primary DC can then set up additional DCs.

Determine if a User Is a DC or a Primary DC

 To determine if a user is a DC or a Primary DC:

1. Log in to Marketing Cloud Help ​
2. Click on Contact Support in the upper left.
3. Click on Org Setting in upper right.
4. Click on Designated Contacts
5. You will then see Manage Designated Contacts

• Active Designated Contacts
• Inactive Designated Contacts

Create and Maintain DCs (for Primary DCs Only)

The first Primary DC is set up by Salesforce. If no Primary DC has been set up, or you need to update your Primary DC, please reach out to your Account Executive.

Alternatively, you can submit a case to Salesforce Support (users with the System Administrator profile can make this request). For more information, please review How to Create a Case on Salesforce Help.

A Primary DC has Full Administrative Rights and Manage Designated Contacts checked on their DC record. If either of these are unchecked, the user will lose their Primary DC status.

View DC Permissions

Any DC can view their own permissions. However, only Primary DCs can view and edit permissions for other DCs.

To view DC permissions:

1. Log in to Marketing Cloud Help ​
2. Click on Contact Support in the upper left.
3. Click on Org Setting in upper right.
4. Click on Designated Contacts
5. You will then see Manage Designated Contacts

• Active Designated Contacts
• Inactive Designated Contacts

Change DC Permissions

To edit a DC's permissions, you must be a Primary DC.

To change a DC's permissions:

1. Log in to Marketing Cloud Help ​
2. Click on Contact Support in the upper left.
3. Click on Org Setting in upper right.
4. Click on Designated Contacts
5. You will then see Manage Designated Contacts
6. Assign permissions - Enter email or first name / last name to search.
   • Add a contact as a DC by entering the name of a contact and clicking save
   • Note: Only active Marketing Cloud licensed users who have previously accessed the Help Portal are returned in DC search results. Ask users who haven't logged into the Help Portal to Log in to Marketing Cloud Help  so they can be set up as a DC afterward.
   • Make a contact a Primary DC - Manage DC permissions. Click Edit Permissions (this enables the DC to manage others and assign administration access).
   • Make a contact an Admin Contact who can View all Cases and Access Reports - Check View all cases and access reports  (this enables a DC to view all cases and reports for their account).

Note: Once assigned as a DC, Primary DC (Manage Designated Contacts), or admin (View All Cases and Access Reports), these permissions cannot be unassigned within Salesforce Help. To address this, please create a case with Salesforce Support to unassign these privileges.

Activate or Deactivate Designated Contacts

To remove rights to manage DCs, select an active DC from the list and click Deactivate.

This will prevent the user from seeing the Manage Designated Contacts and Administrators page without deleting the DC. 

If you wish to re-enable the DC, select an inactive DC from the list and click Activate. The user will then be enabled to administrate DCs, based on their permissions. 

 

More Resources

Resources for contacting Salesforce Support:
 

• How to Create a Case on Salesforce Help
• Contact Salesforce Customer Support
• Locate your Premier Passcode and access Premier Support

Note: DCs are a feature of Salesforce, Marketing Cloud, Commerce Cloud, and Pardot accounts with Premier and Signature Success Plans.