Overview

This article will show you how to contact Salesforce Support, navigate the new experience based on your Success Plan, and manage your support cases with ease.

Identify Your Success Plan

Your support options depend on your Salesforce Success Plan.

Select your Salesforce Success Plan for more information:

• Standard
• Premier
• Signature

Don't know your Success Plan? Follow these steps to find out.

Find your Success Plan

You can view your Success Plan in the My Success Hub on Salesforce Help.

1. Log in to help.salesforce.com
2. Open My Success Plan.
3. Once logged in, you can check your plan details, benefits, and included resources.

Working with multiple orgs?

If you have access to more than one org, you may see multiple Success Plans once you log in. Each is tied to a specific tenant/org and cloud (e.g., Sales, Service).

• Choose the plan that matches the tenant/org ID you need support for.
• Missing an org? Contact your account or renewals team for help.

Based on your plan you have the following Support channels:

• Chat with Help Agent: Troubleshoot your issue, learn more about your product features, or connect to a Support engineer.
• Get Phone Support: Connect to a Support engineer via a phone call.
• Create a Case: Directly create a case yourself by using the case submission form or ask Help Agent to open one for you.

Standard Success Plan

Based on the region and languages supported you have the following options:

Premier Success Plan

Based on the region and languages supported you have the following options.

Signature Success Plan

Based on the region and languages supported you have the following options.

Understand Your Support Channels

Ask Help Agent

Help Agent on Salesforce Help can get you the answers you need 24/7. If you require further assistance, it can connect you to a Support engineer.

1. Log in to help.salesforce.com.
2. Start a conversation with Help Agent.
3. Need more help? Ask Help Agent to connect you with a Support engineer.

• Availability: 24/7
• Who can use it: Standard, Premier, and Signature customers
• Languages supported: See table based on your Success Plan

Help Agent currently supports all products that are supported on Salesforce Help. Live chat is not available for free/trial org users.

Get Phone Support

Phone support is available for all Premier and Signature customers. Phone support is available for Standard customers experiencing Severity 1 (Business Stopping) issues. Be sure to keep your contact details in Salesforce Help up to date to speed up identity verification.

Access Phone Support:

• View Support Phone Numbers
• Be ready to specify:
  • Product (e.g., Sales, Data, Tableau, etc.)
  • Case number (if following up)

Create a Case

Create a Case is the self-service option in the Help & Training portal that allows customers to submit a support request directly to Salesforce. Watch this video to learn how to create and manage cases with Help Agent on Salesforce Help in just a few simple steps.

Managing Cases

Managing Cases with Help Agent

Ready for real-time answers? Ask Help Agent and get case updates in seconds! Help Agent instantly pulls up the latest details, giving you clear visibility into progress, comments, and any new activity. You can add comments, reopen the case, or adjust severity all right inside the chat. Help Agent keeps everything centralized, providing updates, helpful links, and next steps as they happen. No digging through emails or navigating multiple pages; your entire case journey stays organized in one place.

How to Select an Organization, Add Files, and Add Collaborators

Once your case is open (Signature customers) or active via Help Agent (Standard/Premier customers), you can do the following:

Select an Organization:

1. Click My Cases in the main Salesforce Help navigation bar.
2. Click Select an Org.
3. From the “Select an Org” screen, click the org you want to use.
4. Click Select Org.

Add Attachments:

1. Open your case.
2. Go to the Activity tab.
3. Click Add Attachments, choose files, and click Add Comment.

Add Collaborators:

1. In the case, click the Collaborators field.
2. Add emails (comma-separated for multiple people).
3. Collaborators will receive all future case updates.

A Note About Privacy ⚠️

Best Practices for Case Resolution

Want quicker support? Give us the full picture up front! The more context you provide in your initial description, the faster we can help. Here’s what to include when submitting your issue through Help Agent or the case submission form.

• What are you trying to do?
  Briefly describe the task, goal, or feature you’re trying to use.
• What’s going wrong?
  Let us know what’s happening (or not happening) including any error messages.
• When did it last work?
  If it used to work but doesn’t now, tell us the last known time and date it worked. This helps us pinpoint changes that may have caused the issue.
• What are the steps to reproduce the issue?
  Write out the steps you’re taking, in order, so we can recreate the problem.
• What did you expect to happen?
  Explain the result or behavior you were anticipating.
• What actually happened instead?
  Share the outcome you experienced, including any errors or unexpected results.
• Anything else we should know?
  Include Org IDs, impacted users, account configuration details, or the size/scope of the impact. The more you share, the better!

FAQs

Q: Can’t log in to Salesforce Help?

A: Reset your password using the “Forgot your password?” link on the login page. You can also review this Trailblazer Profile article for guidance on accessing your account.

If you still can’t log in, contact your Salesforce admin or a colleague with access to log a case on your behalf. Additionally, you can troubleshoot by checking your browser settings, clearing your cache and cookies, and confirming you’re using the correct username. For urgent, high-severity issues, contact Salesforce phone support directly for assistance.

Q: What if I have a Sev 1 issue?

A: For all Success Plans, if you have a Sev 1 issue we recommend using phone support for the quickest response.

Q: Can I use Help Agent in other languages?

A: Check out the ask Help Agent table to confirm which languages are available. We’re actively working to expand language support and to include all Help Agent functionalities in all languages.

Q: Can I track or update my case after it’s submitted?

A: Absolutely! Just head to My Cases on Salesforce Help to view your case history, update details, upload attachments, or communicate directly with your Support Engineer.

Q: Why can’t I create a case even though I’m logged in?

A: Only users with Salesforce license types can create cases or be added as case collaborators. Other license types currently don’t support this feature. Want that to change? Share your feedback on the Salesforce Idea Exchange.

Additional Resources

• Unable to Log In to Salesforce
• Contact the Customer Service Billing Department
• How to Make the Best Use of Tableau Support Chat
• View My Org's Open and Closed Cases in Help Portal
• Schedule an Appointment With a Salesforce Support Specialist
• Salesforce Help Agent on help.salesforce.com