Log in and Manage Permissions for B2C Commerce Users on Salesforce Help

Article Content: 

• Set up a New Trailblazer Account
• Submit a Case, Start a Chat, or Call Support
• User Types and Permissions
• Add, edit, or deactivate a Designated Contact

Requirement

Before you can log in and view your B2C Commerce cases, you must first have an Account Manager profile. Account Manager is the single sign-on authentication method for B2C Commerce. The Salesforce Help Portal uses Account Manager to authenticate and verify that you are a B2C Commerce user.
 

Set up a New Trailblazer Account

See the Salesforce Help article Get Started with Trailblazer to learn how to create, login, and modify, and add your B2C Commerce Account Manager email address to your Trailblazer account.

Submit a Case, Start a Chat, or Call Support

1. Log in to Salesforce Help.
2. Select a B2C Commerce tenant from the Org Selection (Org Picker). For information on how to determine your B2C tenant, please see How to find tenant information about your B2C Commerce realms.
3. After you select a tenant, follow the steps for contacting B2C Commerce Support in How to engage Commerce Support via the Salesforce Help portal.

User Types and Permissions

The Help Portal Support Console provides the following user types and associated permissions.

1. Help Portal Admin

• Can access the Support Console and view support cases submitted by all members of their Salesforce Organization.
• Has access to see additional list views in the portal for cases (for example, My Org’s open cases, My Org’s closed cases, and so on).
• Permissions are assigned by the Primary Designated Contact.

2. Designated Contact (DC)
Designated Contact users log in to the Salesforce Help Portal by using their Account Manager credentials. Account Manager is used for authentication and to verify if a user is associated with a B2C Commerce org, and if so, the realms the user is associated with.

• Can view and manage all cases they’ve created.
• Has unique permissions to access Support and other Premier features such as Accelerators and Admin Assist.
• Has a personal passcode for each user.
• Can have different levels of access on the portal, with access controlled by the Primary Designated Contact.

3. Primary Designated Contact (Primary DC)

• Has all of the permissions of a Designated Contact.
• Additionally, can create and manage other DCs for their Salesforce Organization.

Add, edit, or deactivate a Designated Contact

The Primary Designated Contact can create and edit user permissions, and deactivate a Designated Contact. You do these tasks from the Manage Designated Contacts settings option of the Contact Support menu. For more information on Designated Contact permissions, see Create and Manage Designated Contacts on Salesforce Help.


To enable the Primary Designated Contact or Help Portal Admin permissions for your account, contact the assigned Primary Designated Contact for your org. To view a list of all Primary Designated Contact in your org, select Org Setting. Click Your Org Information, a list of all Primary Designated Contacts will appear at the bottom of Your Org Information.
 

Here's a quick video tutorial on how to manage designated contacts on Help: