How to Get Support from Salesforce Help

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.

🔎 Looking for support based on your plan?
Salesforce support options depend upon your Success Plan. Jump directly to information specifically pertaining to the Standard, Premier, or Signature Plan sections of this article.

Check out this video to learn how to create a case with Agentforce on Salesforce Help in just a few simple steps.

⚠️ Important! Be sure to Grant Login Access when requesting assistance from Salesforce Help so we can better assist you.

Article Contents:

Case Button Availability by Success Plan
How to Contact Salesforce Support
Support Options by Success Plan
Managing Cases
Best Practices for Case Resolution
FAQs
Additional Resources

Case Button Availability by Success Plan

The “Create a Case” button is only available to customers on a Signature Success Plan. If you’re on a Standard or Premier plan, you’ll connect with support through Agentforce rather than creating a case directly. The Create a Case button is available only to Signature customers. If Agentforce’s response doesn’t fully resolve your issue, you’ll be given the option to open a case or be transferred to a support agent. You can review the Live Chat Availability table to confirm which languages are available for live support, and, if you are entitled, you may also speak directly with a support agent. For certain products or topics that are not eligible for live chat transfer, creating a case is still possible.

How to Contact Salesforce Support

Salesforce Customer Support Channels

Agentforce and Case Support Availability
	Agentforce Available	Agentforce Live Chat Transfer	Create Case Option Availability	Create Case Option Live Chat Transfer
Customers using English, Japanese, Spanish, French, Portuguese, German or Italian language settings.	Yes	Yes	Signature Only	Signature Only
Customers using Korean, Chinese, Dutch, Swedish, Norwegian, Danish, Finnish or Russian language settings.	No	No	Yes	No

Salesforce offers multiple support channels based on your Success Plan, login status, and issue severity. Here’s how you can get the help you need:

Agentforce Chat Support
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: English only

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:

Steps to Create a Case:

Log in to Salesforce Help.
Click My Cases in the top navigation.
Select your organization using Select an Org.
Click Create a Case, fill in the issue details, and submit

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 verification.

Access Phone Support:

View Support Phone Numbers
Be ready to specify:
- Product (e.g., Sales Cloud, Data Cloud, Tableau, etc.)
- Case number (if following up)

Note: U.S. customers with hearing or speech impairments can reach Customer Support via Salesforce Accessibility Support.

Support Options by Success Plan

Standard and Premier Customers

Customers with a Standard or Premier Success Plan must use Agentforce chat to initiate support. Our agent can then route you to a live support engineer or create a case if needed.

How to use Agentforce:

Go to Salesforce Help.
Click Ask Agentforce (from any page) or use the full-screen chat box on the home page.
Describe your issue clearly. Agentforce may ask follow-up questions.
If Agentforce can't resolve your issue, you will be given additional support options.

Signature Customers

If you have the Signature Success Plan, we encourage you to use Agentforce, but you can also click Create a Case.

Steps to Create a Case:

Log in to Salesforce Help.
Click My Cases in the top navigation.
Select your organization using Select an Org.
Click Create a Case, fill in the issue details, and submit.

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

A Note About Privacy ⚠️

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.