Using Help Agent Inside the Salesforce Platform

Overview

Help Agent is an intelligent, conversational assistant now available directly inside the Salesforce platform. It helps you find answers, get guidance, and resolve issues, without leaving the page you're working on.

With Help Agent, you can:

• Ask questions about Salesforce features and functionality
• Get answers sourced from Salesforce Knowledge, with citations
• Get guidance tailored to the page you're currently viewing
• Get answers personalized to the Salesforce product you're working in
• Create a support case without leaving your workflow
• Connect with a live support agent when you need more help
• Attach screenshots or files to give Help Agent more context
• Continue working while chatting with the agent
• Share feedback about your experience

Access Help Agent

To open Help Agent:

• Click the Help (?) icon in the Salesforce navigation bar.
• Begin your conversation and ask your question.

Help Agent opens in a side panel, so you can keep working while you get assistance.

Get Answers to Your Questions

Help Agent answers questions about Salesforce products and features using information from Salesforce Knowledge.

Every answer includes citations, so you can review the source material used to generate the response.

Prompt Examples

Get Contextual Guidance

Help Agent understands the page you're currently viewing and tailors its guidance to that experience. If you're on a feature or setup page, you can ask Help Agent about what you're seeing and get answers relevant to that page — without having to describe where you are.

Get Answers Based on Your Product Context

Help Agent recognizes the Salesforce product and feature area you're working in and uses that context to make its answers more relevant to you. Because Help Agent already understands your product experience, you spend less time explaining your setup and get to a useful answer faster.

Create a Support Case

When you need to log an issue, Help Agent lets you create a support case directly in the conversation. Just describe your problem, and Help Agent guides you through submitting a case — capturing the relevant details so you don't have to start from scratch.

Note: Case creation is available to customers on paid and enabled editions.

Connect with a Live Support Engineer

If your question needs a person, Help Agent can connect you with a live support engineer. You can request a hand-off at any point in the conversation, and the context you've already shared carries over — so you don't have to repeat yourself.

Note: Live chat with a support engineer is available to customers on paid and enabled editions.

Attach Files

You can attach files — such as screenshots or logs — to your conversation to give Help Agent more context about your question or issue. Sharing a file allows Help Agent better understand what you're seeing and respond more accurately.

Continue the Conversation

Help Agent supports natural, conversational interactions. You can ask follow-up questions, request clarification, or explore related topics within the same chat session.

Share Feedback

You can share feedback about your experience directly through Help Agent. To start, simply let the agent know you'd like to provide feedback. Your input helps improve future Help Agent experiences.

Known Limitations

At this time:

• Help Agent answers questions based on available Salesforce Knowledge content.
• Conversation history is available only during your active session and isn't retained after the session ends.
• Help Agent is available in English only.

Frequently Asked Questions

Does Help Agent provide source citations? 

Yes. Responses include citations so you can review the information used to generate the answer.

Can Help Agent explain the page I'm currently viewing? 

Help Agent recognizes which page and product area you're in and uses that to provide relevant guidance. It doesn't read the specific content displayed on your screen, but it can answer questions about the feature or page you're working with.

Can I create a support case through Help Agent? 

Yes, if you're on a paid and enabled edition. Describe your issue and Help Agent guides you through submitting a case in the conversation.

Can I talk to a real person? 

Yes, if you're on a paid and enabled edition. You can ask to connect with a live support engineer, and your conversation context carries over to them.

Can I attach a screenshot or file? 

Yes. You can attach files such as screenshots or logs to give support more context about your issue.

Can I ask follow-up questions? 

Yes. Help Agent supports conversational interactions and follow-up questions during the same session.

Does Help Agent remember previous conversations? 

No. Conversation history isn't retained after your session ends.

How do I provide feedback? 

Let Help Agent know during your conversation that you'd like to share feedback.