How to engage Commerce Support via the Salesforce Help portal

Standard and Premier Customers

Follow the steps in How to Get Support from Salesforce Help and if Agentforce is unable to address the issue you're facing, you can ask Agentforce to create a case for you as outlined below:

Creating a case (Signature Customers only)

1. Identify what Commerce product you are using:
   1. If you are looking for assistance with B2C Commerce and Composable storefront, identify your B2C tenant as outlined in How to find tenant information about your B2C Commerce realms.
   2. If you are looking for assistance with a Commerce product (B2B/D2C Commerce, B2B Commerce for Visualforce, Marketplace, Omnichannel Inventory, Salesforce Point of Sale, Salesforce Order Management and Salesforce Payments) that runs in a Salesforce organization, identify the Salesforce organization's tenant as outlined in Find your Salesforce Organization ID.
2. Log into the Help Portal. 
3. Click My Cases in the top navigation.
4. Select the specific tenant that you need assistance with (identified in the first step) via the Org Picker by clicking the Select An Org button and then the Manage All Orgs button in the prompt that appears.
5. From the Manage All Orgs page you are taken to, click Create a Case for the tenant.
6. This will take you to the How can we help? page.
7. Fill out the prompt which will then suggest three product & topic options. 
   1. If the desired product & topic is one of those shown, select it.
   2. If the suggested product & topics shown do not match what you are expecting, click Pick a different product & topic and choose your desired selections using the Product and Topic fields that appear.
8. The tenant that you selected will be populated in either the OrgID or MID or Related Realms fields depending on what tenant you selected.
9. Select the severity of the issue.
10. Submit the case.