Support Portal Experience Enhancements for Tableau Customers and Partners

Note: For non-technical issues such as billing, portal issues, or contacting your Account Manager, visit the information on Help for Non-Technical Tableau issues.

To Use Salesforce Help:

• Create Your Trailblazer ID & Log into Salesforce Help: You’ll need a Trailblazer ID to access Salesforce Help. Follow these instructions or watch this video to learn how.
• To Submit a Technical Support Case, Please Ensure the Following:
  • For Tableau Server, Tableau Desktop, or Tableau Prep Builder, the user must be a portal user in the Tableau Customer Portal that is related to a customer deployment. Click here to learn how to manage users in Tableau’s Customer Portal
  • For Tableau Cloud, the user must be an active user in Tableau Cloud.
  • If you would like a Partner to be able to submit cases via Salesforce Help on behalf of your company, please ensure they are added as a user (as described in the first two bullets above).
  • We have established a new process for Tableau for non-profits (non-profits who have received donated licenses of Tableau Desktop through the legacy Tableau Foundation program) to log cases with Tech Support. Due to the use of a third-party distribution partner for nonprofits, there may be a slight delay in receiving a response for your case.

Your Support Experience has Transitioned in the Following Ways:

1. Tableau Customer Portal: Tableau Technical Support cases have moved to Salesforce Help. If you are in Tableau's Customer Portal and need to submit a technical support case, select the Technical Support button to submit a case via Salesforce Help. Click here for a video demonstration on how to submit a technical support case from the Tableau Customer Portal. This video includes the one-time Trailblazer ID creation process. All other experiences within Tableau's Customer Portal remain unchanged (e.g. invoice management, license key management... etc.).
2. Tableau Partner Portal: Tableau Technical Support cases have moved to Salesforce Help. If you are in Tableau’s Partner Portal and need to submit a technical support case, select the Technical Support option to get redirected and to submit the case via Salesforce Help, both as a partner and on behalf of the customer (you will be able to do this only if the customer has granted you access - you will need a user account in the Tableau Online site for Tableau Online Org and you will need to have a user account for the Portal Account for Tableau On-Prem).
3. Web Support Case Form on Tableau.com.  The Web Support Case Form on tableau.com has been decommissioned.  If you’re searching the Knowledge Base on Salesforce.com and can’t find what you need, you can choose to engage Agentforce and ask your question there.  If Agentforce cannot answer your question, you will be routed to submit a support case.
4. Tableau’s Knowledge Base: You now have more ways of accessing Tableau’s Knowledge Base. You are able to access the Tableau Knowledge Base using Help content at tableau.com/support/knowledgebase or Knowledge Articles and Help content with help.salesforce.com/s/.
5. Case Severity Definitions: To create a consistent support experience across all Salesforce products, Tableau has adopted Salesforce’s severity level descriptions for Tableau support cases. These severity levels will replace Tableau's very similar case priority levels. When submitting a technical support case on Salesforce Help, you’ll be able to select your issue’s severity level based on the urgency of the issue involved.
6. Primary Designated Contacts (Primary DC) and Designated Contacts (DC): Tableau has introduced Primary DCs and DCs to Premium and Extended Support users. Premium and Extended Support users have access to the support-related features of DCs only. View this Knowledge article to learn more.

Managing Your Open and Closed Support Cases on Salesforce Help:

1. Open Case Migration to Salesforce Help:
   1. Tableau has migrated your open cases to Salesforce Help. You can continue working on your open case(s) with the assigned Support Engineers. Please log in to the Salesforce Help Portal to continue to engage on your open support case(s).
   2. On-Premise Users:
      1. If you do not have a user record in your organization’s Tableau Customer Portal account, we’ve asked your Portal Admin to allow us to do a one-time upload. This creates a user record on your behalf and authorizes you to submit cases on Salesforce Help. Unless your Portal Admin has opted out of this one-time upload, you will see your open cases on Salesforce Help
      2. If your Portal admin opted out of the one-time user upload, your open case(s) have been reassigned to your Portal Admin to access through Salesforce Help. Before you can manage or submit technical support cases, your Portal Admin will first need to add you as a portal user within your organization's Tableau Customer Portal. View this Knowledge article to learn more.
2. Closed Case Migration to Salesforce Help
   1. Tableau has migrated all closed cases created over the past two years to Salesforce Help so that you have continued access. Closed cases created since February 1st, 2022 have been migrated.  If you do not see your cases in the Salesforce Help portal, please reach out to your Tableau Account Team.

How to Submit a Case on Salesforce Help: Review the knowledge article on how to create a case on Salesforce Help for detailed instructions or visit Salesforce Help, and ask a question with Agentforce.

Manage All Orgs in Salesforce Help: Once you log in to Salesforce Help following the transition, you may need to select the deployment (also referred to as “tenant”, “instance”, or “org”) associated with your Tableau account. You should see all deployments within Salesforce Help that correspond to the portal account you can access in the Tableau Customer and / or Partner Portal. Follow the instructions here to select the right deployment. Following the transition to Salesforce Help, if you don’t see your tenant and are an on-premise user, please review this knowledge article for details.