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Salesforce Help Agent on help.salesforce.com

Publiceringsdatum: Sep 1, 2026
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Article Table of Contents:

Unlock More with Help Agent
Getting Started with Help Agent
How to Get Better Answers from Help Agent
Key Help Agent Features and Experiences
Additional Help Resource


Unlock More with Help Agent

Help Agent, powered by Agentforce, is an AI-enabled experience designed to help you get answers and guidance faster across your Salesforce journey.
Whether you're troubleshooting an issue, learning a new feature, managing support cases, or looking for personalized guidance, Help Agent connects you to trusted Salesforce resources in the moment you need them.

Help Agent is available across multiple Salesforce experiences, helping you stay productive without interrupting your workflow. In this article, you'll learn:

  • What Help Agent can do
  • Where you can access it
  • Tips for getting better answers
  • Key Help Agent features and experiences available today

 

Getting Started with Help Agent

Help Agent helps you quickly find answers, troubleshoot issues, and get personalized guidance using trusted Salesforce content and best practices. You can use Help Agent to:

  • Get step-by-step guidance tailored to your task
  • Ask questions and troubleshoot issues 
  • Learn about Salesforce features and best practices
  • Discover relevant documentation and resources
  • Manage support cases 

Simply ask your question in natural language, just as you would with a teammate.

Looking for a quick overview? Check out this video on getting started with Help Agent.

 

Where to Access Help Agent

Depending on your experience, Help Agent is available in different locations, including:

Access methods and available features may vary across channels, including Salesforce Help, Slack Help Center, and Informatica Help Center.

 

How to Get Better Answers from Help Agent

Help Agent works best when your questions include clear details and context. Think of it like asking a teammate for help: the more specific your question is, the easier it is to provide accurate, actionable guidance. These examples and tips can help you get more useful answers faster.

Tips for Better Answers

TipWhy It Helps
Be specific about what you're trying to do.Include the product, feature, or area you're working in so Help Agent can provide more relevant answers.
Include relevant context.Share your role, what you've already tried, and any error messages improves troubleshooting accuracy.
Ask one question at a time.Focused questions typically result in clearer, more complete answers.
Use action-oriented language.Questions like “How do I…” or “I’m trying to…” help clarify your goal.
Request a preferred format if needed.You can ask for step-by-step instructions, summaries, or troubleshooting guidance.
Refine your question if needed.If the first response isn’t quite right, add more detail or clarify your request.

 

Prompt Examples

ScenarioLess Effective PromptBetter PromptWhy the Better Prompt Works
General question“It’s not working.”“I’m an admin and I’m getting an error when trying to activate a Flow in Setup. The error says ‘insufficient access.’ What should I check?”Includes the user role, product area, specific action, and error message.
Feature help“How do I add users?”“How do I add a new user in Salesforce and assign them a Permission Set? I’m in a Sales Cloud org.”Adds context about the task and environment.
Error troubleshooting“I have an error.”“I’m getting a FIELD_INTEGRITY_EXCEPTION error when saving an Opportunity. I’m using a custom validation rule. How do I debug this?”Provides the exact error and relevant technical details.
Multi-question“How do reports work and what are dashboards and can I export them?”“How do I create a report in Salesforce and export it to Excel?”Focuses on one task instead of multiple unrelated questions.
Integration issue“My integration is broken.”“My Salesforce-to-Slack integration stopped syncing Opportunity updates yesterday. I’m using the Salesforce for Slack app. What troubleshooting steps should I take?”Explains the issue, timeframe, integration type, and expected behavior.

 

Common Prompt Mistakes to Avoid

Avoid ThisInstead, Try This
Asking vague questions like “reports” or “permissions”.Describe what you're trying to accomplish.
Combining multiple unrelated questions.Ask one focused question at a time.
Leaving out error details.Include the exact error message if available.
Assuming Help Agent knows your setup.Describe your environment, integrations, or customizations.
Using broad statements like “it’s broken”.Explain what changed and what behavior you're seeing.

 

Why Clear Questions Matter

Help Agent grounds its answers in trusted Salesforce knowledge and contextual data. Clear, detailed questions help the system match your request to the most relevant guidance and resources. The more context you provide, the more personalized and actionable the response can be.

 

Key Help Agent Features and Experiences

Help Agent continues to expand across Salesforce experiences to provide faster, more connected support wherever you work. The following features highlight some of the ways Help Agent can assist with troubleshooting, case management, learning, and guided support experiences.

Agentforce Voice on 1-800-NO-SOFTWARE

Released August 2026

Agentforce Voice transforms Salesforce’s 1-800 experience by replacing traditional phone menus and triage with a conversational experience. Customers simply say what they need, and Agentforce helps resolve their request or connects them to the right person with their conversation context intact.

  • Skip phone menus and triage, simply say what you need
  • Get answers, guided troubleshooting, or connect directly to the right person
  • Avoid repeating yourself when transferring to Support, your conversation context comes with you

Available now for English-language callers in the US and Canada who call 1-800-NO-SOFTWARE, with no additional action required.

Agent Script for Help Portal Agent

Released July 2026

Agent Script brings a more consistent and reliable Help Agent experience to help.salesforce.com, with smarter routing, persistent context, and a foundation for continued innovation.

  • Get more consistent, high-quality support experiences through standardized and deterministic business logic
  • Reach the right support channel with intent-based routing based on your entitlement
  • Keep conversation context across topics and authentication without losing your place

Available for customers using Help Agent on help.salesforce.com. The new experience will roll out automatically through a controlled, phased release with no action required from customers.

Agentforce Case Refactor

Released May 2026

Agentforce Case Refactor streamlines the case creation experience into a faster, more intuitive flow that allows customers to review and edit all case details before submission directly within Help Agent.

  • Create support cases faster with a simplified, guided experience
  • Review and edit case details, severity, and org information before submitting
  • Reduce inaccuracies and improve support outcomes with smarter severity recommendations and contextual org selection

Available for all customers through Help Agent with no additional setup required. Multi-tenant users will see a contextual org picker, while single-tenant users will experience a cleaner streamlined flow.

Agentforce Agent-Led Onboarding (MVP) 

Released April 2026

A proactive, expert-guided onboarding experience delivered through the Help Agent to help Sales and Service Cloud customers activate key features faster — and reduce attrition driven by lack of adoption.

  • Proactively guide new customers: Engages primarily Standard Success Plan customers with structured, step-by-step onboarding journeys surfaced directly in Help and product pages.
  • Drive measurable adoption lift: Projected to increase product adoption scores by up to 3.9 points for engaged customers, based on Premier onboarding benchmarks.
  • Reduce attrition and support load: Designed to address the 14% annual attrition rate among Standard customers and prevent an estimated ~225 success-related cases annually.

Available for Sales and Service Cloud customers (primarily targeting Standard Success Plan and SMBs) beginning April 2026. Customers can access onboarding guidance proactively through Help Home prompts, relevant product pages, My Success Plan feature cards, and contextual email transfers — or reactively by expressing onboarding intent in a Help Agent conversation.

Help Agent Inside the Salesforce Platform

Released April 2026

Get instant, contextual support directly inside your Sales and Service Cloud org — without leaving your workflow.

  • Stay in flow: Search knowledge, open cases, start live chat (where enabled), and submit feedback from a persistent side panel embedded in Core.
  • Reduce friction: Eliminate context switching between the Help Portal and your org, making it faster to get answers and take action.
  • Drive smarter support: Context-aware responses improve answer relevance and are designed to reduce time-to-resolution for common “how do I” and configuration questions.

Available for Sales Cloud and Service Cloud customers in MVP orgs starting April 2026 via the existing Help Menu (?) icon. The Help Agent opens as a persistent side panel within the Core UI experience. Phased roll out, Enterprise and Unlimited Editions to come. 

Enhanced Help Agent Experience on Salesforce Help 

Released March 2026

A redesigned Help Agent experience on Salesforce Help provides a more intuitive and flexible support experience across Help pages.

  • Improved discovery and access to Help Agent throughout your troubleshooting journey
  • Prompt suggestions that make it easier to start conversations
  • Flexible conversation experiences, including expanded chat views
  • A more consistent support experience across Salesforce portals. 

Available for authenticated and unauthenticated users across supported Help experiences and languages.

Agentforce on Informatica Help 

Released December 2025

Get AI-powered answers directly from Informatica documentation to resolve questions faster and with less effort.

  • Find answers from Informatica Knowledge Base articles, how-to content, and product documentation
  • Reduce time spent searching across multiple support resources
  • Access seamless routing to Informatica Support when additional help is needed

Available for visitors on Informatica Help experiences. Responses are grounded in Informatica content to provide trusted, relevant guidance.

Agentforce Case Management 

Released December 2025

Manage support cases conversationally to find information, avoid duplicate cases, and take action faster.

  • Find open or past cases related to similar issues
  • Reduce duplicate case creation by surfacing existing support activity
  • Comment on, escalate, or reopen cases directly through conversational interactions

Available for authenticated users on help.salesforce.com.

Agentforce for Renewals 

Released October 2025

Get faster, clearer answers to renewal questions with personalized support and guided assistance.

  • Access answers to common renewal questions
  • View important contract details in one place
  • Connect with your assigned Renewal Manager when additional assistance is needed

Available for customers interacting with Help Agent during the renewal process.

 

Additional Help Resource

If Help Agent cannot fully resolve your issue, you can ask to be connected to a live support engineer or open a case. Check out this article for additional information:

How to Get Support from Salesforce Help

 

Knowledge-artikelnummer

005321798

 
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Salesforce Help | Article