Marketing Cloud Intelligence

How will customers submit Support Cases?

Starting May 1, 2022 Intelligence Support Cases will be logged via Salesforce Help

Intelligence cases can be created and managed directly from the Salesforce Help Portal. Customers who do not have an existing Salesforce Trailblazer account will be required to create one using the existing email address used to log into the Intelligence application. You can get more information on Trailblazer accounts here.

In addition, customers can continue to access support through the Intelligence platform which will redirect to the Salesforce Help Portal for case submission. To learn more about the features and benefits of Salesforce Help, refer to this Knowledge Article.

Please note: Support Cases will no longer be accepted via email.

Salesforce Help

Intelligence cases can be created and managed directly from the Salesforce Help Portal. Customers who do not have an existing Salesforce Trailblazer account will be required to create one using the existing email address used to log into the Intelligence application.

Using Salesforce Help, customers must select Product: Intelligence, and select Topic: Connect & Mix, Analyze & Act, Visualize, Exam, or Marketplace/Admin/Settings. In addition, customers can continue to access support through the DTR platform which will redirect to the Salesforce Help portal for case form submission. You can get more information on Trailblazer accounts here.

*Please note: Support Cases will no longer be accepted via email.

How do I submit a case in the Help portal?

Starting May 1, 2022 Intelligence Support Cases will be logged via Salesforce Help.

Intelligence Support Cases can be logged via Salesforce Help. To learn how to submit a Support case via Salesforce Help, watch the How to Submit a Case video or refer to this Knowledge Article for more detailed information on setting up a Trailblazer account, and submitting and managing your cases.

How do I log in to the help portal?

If already Logged in, log out.
Goto https://digital.salesforce.com/login
Click on Trailblazer Account
It will take you to the Trailblazer login page
Select the Email icon and not Salesforce, MuleSoft, Tableau, Google, or Linked In.
Enter the email address associated with your Intelligence account. (The email must be the same as your email in the account)
Click Login. You will receive a code on the email entered, then enter it in the next step.
Click on continue and now you should be logged in to your Trailblazer account.

What is MFA (Multi-Factor Authentication) and why is it needed to view and submit Support Cases?

Customer trust is our highest priority at Salesforce. MFA is one of the easiest, most effective tools for enhancing login security, and safeguarding your business and data against security threats.

MFA is an effective way to increase protection for user accounts against common threats like phishing attacks, credential stuffing, and account takeovers. It adds another layer of security to your login process by requiring users to enter two or more pieces of evidence — or factors — to prove they’re who they say they are. One factor is something the user knows, such as their username and password combination. Other factors are verification methods that the user has in their possession, such as an authenticator app or security key.

More info on Salesforce Multi-Factor Authentication can be found here.

Can I escalate the case further to a Support Manager?

Yes, you will first need to ensure that you have escalated the case using the Escalate Case button. Need to escalate further? Call us at the numbers listed here and inform Support that you would like a call back from the Support Manager.

Who Else can Submit and View Intelligence Support cases?

All Intelligence end users will have the ability to submit and view their own support cases. A Trailblazer account will be required - more info here.

Who can Manage Salesforce Help & Training User Access and Permissions?

In Salesforce, each user is uniquely identified with a username, password, and profile. The designated contact profile drives case submission and view-ability. Together with other settings, the profile determines which tasks a user can perform, what data the user can see, and what the user can do with the data. More information on administering users, reviewing licenses, and org-wide user settings can be found here.

*Please note: User Permissions set for the Salesforce Help & Training Portal do not apply to Intelligence. User Access and Permissions to Intelligence must continue be managed within Intelligence directly.

I'm having trouble logging into Salesforce Help Portal...how can I get help?

Please see this article for more information: Unable to log in to Salesforce

How do I navigate to the Help Portal From Within Salesforce?

Please see this article for more information: Navigate to the Help Portal from within Salesforce

How do I navigate to the Salesforce Help Portal from within Intelligence?

In Intelligence, Customers can click the '?' icon in the upper right-hand corner and select 'Contact Support'. This will automatically direct to the Salesforce Help Portal.

How Can I Submit Intelligence Feature Requests?

Starting May 1 2022, you can submit ideas and feature requests through Salesforce IdeaExchange. The IdeaExchange is where customers can share ideas with the Trailblazer Community and Salesforce product managers. With continuous voting and special prioritization cycles, you get to vote on ideas that matter most to you.

What will happen to my existing/open Intelligence Feature Requests?

Starting May 1 2022, case submissions related to Feature Requests will be accessible directly from the Salesforce Help Portal (these will not be accessible through Salesforce IdeaExchange).

What will happen to my existing open cases?

Starting May 1 2022, open cases will be accessible directly from the Salesforce Help Portal. Customers may manage and update cases from within ‘My Cases’ as described here.

Will I still be able to access my closed cases?

Customers will have access to their historical cases. For help with a historical case please log a Support ticket in the Salesforce Help Portal.

What should I do if I already have a Trailblazer Account with an email address that is different than my Intelligence Email?

Your Trailblazer account email must be the same as the Intelligence email address. Customers will either need to create a new Trailblazer account to match their Intelligence email or update their email in the Intelligence platform to match their existing Trailblazer account or add the existing Intelligence email to your existing Trailblazer profile.

You can learn more about Trailblazer accounts here: Get Started with Trailblazer.me (salesforce.com)

I have multiple Orgs and need to submit a Support case for one specific org - how do I do that?

Customers will be presented with a choice to select the Account they want to submit a ticket for using an Org selection drop-down box. See Salesforce Help - Trailblazer Accounts and Multi-Org Experience for more info.

What’s happening to the Intelligence exams and how can I access them?

All of the Intelligence exams have been consolidated into one Trailmix. Here you’ll find admin and power user exams with detailed explanations on how to apply. You’ll have a link to the exams from the Salesforce Help portal for easy access. All of the content has been revamped with easy-to-follow instructions and exercises. Click here to start testing your knowledge

Marketing Cloud Intelligence - Support FAQs