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How to troubleshoot if you Don’t See Your Tableau Tenant within the Salesforce Help Portal

Publiseringsdato: Jun 25, 2025
Beskrivelse

Issue

When creating a Technical Support Case on the Salesforce Help Portal, if a Tableau tenant is missing, blank, or the following error occurs:

'You are almost there!
You are logged in, but not associated with a Customer Portal.
Customer Portals are managed by your internal Tableau Portal Administrator or IT department. Please contact them for access.

Environment

  • Filing Tableau Support cases after March 2025  
  • Adding new Admin Users to file Tableau Support cases, 
  • Inability to see Old and New Tableau Support cases 
Løsning

If you cannot see your Tableau tenant within Salesforce Help, ensure the following:

  • For on-premise users, you must be added as a user to your organization’s Tableau Customer Portal account. Contact your Tableau Customer Portal Admin for assistance. Instructions are available in the Manage Users in the Tableau Customer Portal article. Once added, you will see all active deployments as Tableau tenants within Salesforce Help and can submit support cases.
  • If you are a Tableau Cloud user, you should be able to select your tenant if provisioned. If not, contact our Tableau Customer Service Team at https://id.tableau.com/help.
  • If you are a Partner submitting a technical support case for a customer, you need access. Contact your customer and refer to the first bullet for on-premise deployments and the second for Cloud deployments.
Flere ressurser

Resources 

FAQ

Q: What was the old method of filing Tableau Support cases prior to March 2025? 
A: Prior to March 2025, Tableau Support cases were created via the Tableau Customer Portal. The Web Support Case form on tableau.com has now been decommissioned. 

Q: What is the new method of filing Tableau Support cases after March 2025? 
A: The process has migrated to Salesforce Help:

i. Go to the Salesforce site and use the Salesforce AgentForce AI tool to file a support case.
ii. Type the issue in the search box and indicate you want to file a Tableau Support case.
iii. Select the corresponding Tenant.
iv. Attach files and submit the case.

See Support Portal Experience Enhancements for Tableau Customers and Partners.

Q: What are the prerequisites for filing a Tableau Support Case using the new method above?
A: Users must create a Salesforce Partner account and a Salesforce Trailblazer account, link the accounts via the Tenant. Follow the instructions in this video. Also, see Partners Submitting a Technical Support Case for Tableau Products. 

Q: I followed the prior video instructions and cannot link or find my org via Salesforce Help/Salesforce Partners login.
A: Follow the steps in this article. If unresolved, contact your Customer Success Manager. 

Q: I created a Salesforce Partners account and a Salesforce Trailblazer account, but cannot see prior cases filed by other Tableau admins. 
A: Contact your Customer Success Manager to link the Tenant name to the users needing access.

Knowledge-artikkelnummer

001406149

 
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Salesforce Help | Article