Create and Manage Designated Contacts on Salesforce Help for Tableau Support Customers

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 Salesforce Help.
2. Navigate to the Manage All Orgs page.
3. From the list of orgs, click Contact Support for your desired org. If Contact Support is not available, click Log In.
4. Select Org Setting.
5. Beneath your contact information, a message will be displayed indicating if you're a Primary Designated Contact for the org. A View Permission link will also be visible to manage Designated Contact permissions within your organization if you are a Primary Designated Contact. You are a Designated Contact if this message is not visible under your contact information.
6. To view a list of all Primary DCs in your org, select Your Org Information.
7. A list of all Primary DCs will appear at the bottom of Your Org Information.

Create and Maintain DCs (for Primary DCs Only)

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.

Understanding Permissions

Primary DCs have View All Cases by default for the selected Org. A Primary DC can see all support cases logged within any of the Org(s) for which they are a Primary DC. Primary DCs can enable View All Cases for other DCs in their org creating an "Admin Designated Contact" that has an additional permission along with the defaults listed below. The Admin Designated Contact cannot manage DC users.

DCs for Tableau customers have the following permissions by default:

• View, edit, and escalate a case to Technical Support Management

*If a DC needs View All Case permissions, they should reach out to their Primary Designated Contact to enable that permission for them.

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 Salesforce Help.
2. Navigate to the Manage All Orgs page.
3. From the list of orgs, click Contact Support for your desired org. If Contact Support is not available, click Log In.
4. Select Org Setting.
5. Beneath your contact information a message will be displayed indicating if you're a Primary Designated Contact. Click View Permissions then click > to the left of your contact name to view your permissions.

Add a DC or Change DC Permissions:

To edit permissions or assign a a new DC, you must be a Primary DC.

To change DC permissions or add a DC:

1. Log in to Salesforce Help.
2. Navigate to the Manage All Orgs page.
3. From the list of orgs, click Get Support for your desired org. If Get Support is not available, click Log In.
4. Select Org Setting.
5. Beneath your contact information a message will be displayed indicating if you're a Primary DC. Click View Permissions, then click > to the left of your contact name to view your permissions.
6. Assign permissions:

• Adding a contact as a DC - Click Add New and enter email or first name / last name to search.
  • Note: Only active Salesforce licensed users who have previously accessed the Help Portal are returned in DC search results. Users who haven't logged into the Help Portal should Navigate to the Help Portal from within Salesforce so they can be set up as a DC.
• Make a contact a Primary DC - Click > to the left of the contact name and check Manage Designated Contacts (this enables the DC to manage others and assign administration access).
• Make a contact an admin contact who can View All Cases - Click > to the left of the contact name and check View all Cases (this enables a DC to view all cases for their account).

How to Activate or Deactivate Designated Contacts

Only PDCs can suspend the rights for DCs and other PDCs by selecting Deactivate for the Designated Contact.

If a PDC wishes to re-enable the DC, the PDC can select an inactive DC from the list and click Activate.