Marketing Cloud Intelligence - Case Submission

Log in to your Trailblazer account

Our new Salesforce Help experience offers streamlined navigation as you manage your support needs across clouds. If you already use Salesforce Help for product support or Trailhead, you already have a Trailblazer profile.

Just verify that the email address you have associated with your Intelligence account is connected to your Trailblazer profile. When logging into Salesforce Help and submitting a technical support case for a Marketing Cloud Intelligence issue, please log in using your Intelligence email address.

Check this setting at https://salesforce.com/trailblazer/settings.

Note: If you don’t have a Trailblazer profile, create a Trailblazer account by using the email address associated with your Intelligence account email address.

Adding Intelligence Account Login to your Trailblazer
Logging in to Salesforce Help Using Trailblazer
How to Escalate a Case
User Types and Permissions
Add, Edit, or Deactivate a Designated Contact
Accessing Old Cases
Existing Open Cases

Set up a New Trailblazer Account

Update your bookmarks and links: Add Salesforce Help (help.salesforce.com) to submit a case.

Any links to the Intelligence Support Portal should be updated to include or be replaced with Salesforce Help starting May 1, 2022.

Adding Intelligence Account Login to your Trailblazer Account

You can add the email address for your Intelligence login from the Settings page of your Trailblazer account. See Get Started with Trailblazer for details.
 

Logging in to Salesforce Help Using Your Trailblazer Account

Signing up or logging in to a Trailblazer account with an email address means that you never set a password. Instead, you verify your identity with a single-use code sent to your email address. Let’s walk through the steps for using a single-use code.
 

1. Visit https://help.salesforce.com/home
2. Click “Login” in the upper right corner of the screen.
3. Select to Log in using the Trailblazer account option.
4. Click Email.
5. Enter your email address. Salesforce sends a single-use code to that address.
6. Using a new tab or browser window, open your email account. Retrieve the single-use code.
7. Return to the Trailblazer Enter Your Single-Use Code screen and enter the code.
8. That’s all there is to it—you’re logged in!

Notes:

• If you can't access the email account associated with your Trailblazer account to get the single-use code, and you have no other login method available, contact Customer Support. And after you're back in, add another login method to your account on the Trailblazer Settings page so you don't get locked out again.
• To stop getting the single-use code from your email, go to your Settings page and add a login method other than email. It can be a Salesforce, Google, or LinkedIn login. Then, use that login method instead of email.
• If you have multiple Intelligence accounts using different email addresses, you may be prompted to log in again using your alternate email address, before submitting a case.

To keep your Trailblazer account secure, Salesforce prompts you to verify any unverified email addresses or socials.

If you see a prompt to verify them when logging in, or from your Trailblazer account settings page, there are some possible reasons.

• You logged in with a social or Salesforce account that has an unverified email address.
• When you logged in, we found other accounts that we think you own and are asking you to verify them.

How to Submit a Support Case

If you are looking for assistance with Marketing Cloud Intelligence, you will now need to select the specific tenant that you need assistance with via the Org Picker using the steps below:

1. Identify the Marketing Cloud Intelligence tenant, which aligns with the database (AWS US, AWS EU, Azure US, or Azure EU) in which you require assistance.
2. Log into the Help Portal.
3. Click Contact Support — this will take you to the How can we help? page.
4. Select the Marketing Cloud Intelligence tenant identified in the 1st step by clicking the Select An Org button in the top right to access the Org Picker.
   1. If the Marketing Cloud Intelligence tenant you need is not located within the top 5 results within the Org Picker, then click the Manage All Orgs button in the prompt that appears.
   2. From the Manage All Orgs page you are taken to, click Get Support for the Marketing Cloud Intelligence tenant.
5. Fill out the prompt which will then recommend three product & topic options.
   1. If the desired product & topic is one of those shown, select it.
   2. If the suggested product & topic shown do not match a Marketing - Intelligence (fka Datorama) product & topic, click Pick a different product & topic and choose your desired selections using the Product and Topic fields that appear.
6. After selecting a product & topic, manually fill out Workspace ID and URL fields and complete the remaining mandatory fields and click Create Case for submission.

How to Escalate a Case

Selecting an org and clicking on '“My Cases”.
By clicking on case details to view a case, you can then click on the Escalate button to escalate the case.

Standard Success Plan

For all severity levels, it appears after 48 hours of case creation. If the Escalate Case button isn't available, add a comment to the case requesting the case to be expedited.
 

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.

User Types and Permissions

There are three user types available in Salesforce Help Support Console:

Salesforce Help Admin

• Can access the Support Console and can view support cases submitted by all members of their Salesforce Organization
• Have access to see additional list views in the portal for cases (i.e. My org’s open cases, My org’s closed cases, etc)

Designated Contact (DC)

Designated Contact users (previously known as Case Creators) will be using their Account Manager credentials to log in into Salesforce Help Portal. Account Manager will be used to authenticate and verify if a user is associated with a B2C Commerce org and which realms the user is associated with.
 

• Able to view/manage all cases they’ve created
• Have unique permissions to access Support and other Premier features such as Accelerators and Admin Assist
• Have a personal passcode for each user
• Can have different levels of access on the portal (access is controlled by Primary DCs)

Primary Designated Contact
 

• Have all previously mentioned privileges of a DC
• Can additionally create and manage other DCs for their Salesforce Organization

Add, Edit, or Deactivate a Designated Contact

The Primary Designated Contact will have the ability to create, edit user Permission, and deactivate a Designated Contact. All three tasks can be performed under the Manage Designated Contacts settings within the Contact Support menu.

Accessing Old Cases

All closed inactive cases will still be accessible via read-only permission in the Intelligence Support portal. You are able to view all your historical cases within this console.

Existing Open Cases

All open active cases are migrated to Salesforce Help. You are able to see all these cases under the My Cases menu.