Partners Submitting a Technical Support Case for Tableau Products

As a Consulting or a Resell Partner, you must access Salesforce Partner Community first and then access Salesforce Help (question mark icon in the top right corner) from there. This will ensure you see all partner tenants in the Help portal, able to select the right tenant to create a case against and receive the appropriate level of support.

 
If you don’t already have access to Partner Community, review this knowledge article for step-by-step instructions on how to first create a Salesforce username and then how to create and use a Trailblazer account to access Partner Community and Salesforce Help going forward.

1. Ensure to use the email address associated with your existing Tableau login. Do not use any other email address.
2. While going through these steps, make sure to select you are an ‘Existing Partner’ and enter the full company name so that your account admin can grant you access for the account you’re tied to.
3. If you already use Salesforce Help for product support or Trailhead, you already have a Trailblazer profile, and there is no need to set up a new Trailblazer account.

For issues while getting setup in Partner Community, please reach out to partnercommunitysupport@salesforce.com.

As a Tableau Technology Partner, you must access Salesforce Help directly so you can see all partner tenants in the Help portal, able to select the right tenant to create a case against and receive the appropriate level of support. If you don’t have access to Salesforce Help, use your Tableau login to sign up for a Trailblazer account - see knowledge article on how to do this. This will give you access to view and manage your technical support cases in Salesforce Help.

Selecting a Tenant to Create a Technical Support Case

• Tenant Name starting with ‘Default Partner’ or ‘Partner’ listed next to the Product Logo is an indicator that tenant is partner tenant.
• In the event you see duplicate tenants, select the tenant with Premier 'support level' to ensure you receive the appropriate support for your case.
• If you select an Org, it will show the Org ID right under the full name so you will be able to see the Org you are selecting for case creation.
• To be able to view a partner tenant within Salesforce Help, make sure you have access to the Portal Account that has the partner tenant.

Creating a Technical Support Case
Information on how to create a tech support case either for yourself or on behalf of your customer and the correct options when opening your case is available in the Guide to Partner Case Management.