Start tracking your progress
Trailhead Home
Trailhead Home

Learn About the Help Portal

Learning Objectives

After completing this unit, you’ll be able to:

  • Access support resources, including the Help Portal.
  • Share accurate issue details with Salesforce support engineers.
Note

Note

The guidance provided in this module is intended for customers with access to the Help Portal. The Help Portal is available to customers with Salesforce.com, Salesforce.org, or Marketing Cloud Salesforce credentials.

What Is the Help Portal?

When you encounter a challenge using Salesforce, you’re never alone. You have access to always-on resources like Trailhead and the Trailblazer Community to help you quickly find solutions.

The Trailblazer Community and Trailhead logos.

If you have a technical issue or error, you can also get support through the Help Portal. The Help Portal is the Salesforce technical support resource center. It’s where you can go to find useful documentation, open a support case, share updates about your issue, and get help from experts who know how to tackle the kind of challenge that’s in front of you.

A sample user’s Support and Services page, where users can access the Help Portal.

From the portal you can log cases, find clear documentation, explore known issues, and get quick access to Trailhead and the Trailblazer Community. 

The button on the support page that links customers to Salesforce documentation.

The button on the support page that links customers to Salesforce help.

The dropdown menu that links customers to Salesforce help.

Get Fast, Effective Support

We know that unexpected issues can disrupt your work. When you open a support case through the Help Portal, you want to quickly connect with an expert and overcome the challenge you’re facing. This module was co-created with Salesforce support engineers and Salesforce customer MVPs to ensure that we include essential guidance to help you get fast, effective support. 

A Salesforce support engineer and a customer working together to solve issues.

Salesforce MVPs are lifelong learners who go above and beyond to share their expertise and help community members blaze their trails. There are MVP Tips throughout this module, which are best practices that apply to a specific stage of working with support.

Salesforce support engineers are Salesforce employees who help customers like you. When you open a case through the Help Portal, they work to understand your questions, explore answers, and quickly find a solution.

When You Run into a Technical Issue

No one plans for an issue to happen, so it can be difficult to know how to react. First gather as much info as possible about the issue you’re experiencing, capturing screenshots of the behavior you see. That way, you’re prepared to communicate the full context of your issue to our support engineers. Sharing detailed info helps them solve your issue faster.

Here’s an overview of the information we recommend you include.

Org ID

Your Org ID tells your support engineer exactly what Salesforce environment to diagnose. Without it, they won’t see what you’re experiencing.

A Salesforce customer MVP sharing a tip. MVP Tip: Save your Org ID where you can always reference it. The Org ID for each Salesforce environment never changes, so be prepared to use this ID for all conversations about this environment.

Steps that produced the issue

  1. What screen did you come from?
  2. What action did you take on the screen where the issue occurred?
  3. What did you expect to happen when you took that action?
  4. What happened instead (the issue)?
  5. What error message appeared (if any)?

Business impact of the issue

  1. Is this issue preventing your team from completing their work?
  2. Is there a financial impact?
  3. Is it delaying use of a Salesforce feature or deployment?
  4. Is there a temporary workaround for this issue?
A Salesforce customer MVP sharing a tip. MVP Tip: It’s helpful to save all this info in the same document or the same place, so you can always come back to the details about your issue.

Explore the Issue

Once you have the context for your issue documented, you’re almost ready to open a case. Before you go to the Help Portal to log your case, we recommend exploring the issue a little more. This step can uncover more info for your support engineer. It can also lead to you solving the issue without logging a case.

Attempt to reproduce the issue

Now that you’ve documented the steps that produced the issue, test those steps out. Tell your Support Engineer if the issue is recurring, happening occasionally, or happened only the first time. This info helps them identify the kind of issue you’re facing, so they can solve it more quickly.

Search for other Trailblazers’ solutions

Conversations about Salesforce happen in the Trailblazer Community and beyond. Trailblazers like you are constantly solving complex challenges and sharing their solutions online. So we recommend searching Google or the Help Portal for the issue you’re experiencing. You might find that other customers have seen the same error. Following their advice can resolve the issue in minutes.

If you try out a solution from another Salesforce customer and it does not work, please include that info in your case details.

A Salesforce customer MVP sharing a tip. MVP Tip: When you search for solutions on Google, be as specific as possible about the product, feature, or tool you’re working with. If you encountered an error code, include that code in your search terms.

Check active Salesforce issues

When we know about an existing issue, we post detailed info on the trust.salesforce.com page. Go to the trust.salesforce.com page and find the product you’re experiencing issues with. Click Status to see any current known issues for that product. 

The trust.salesforce.com page.

You can also explore the Known Issues section and try to find similar issues listed there. If you want to receive updates about a known issue and potential solutions, you can subscribe to any known issue that’s listed.

A Salesforce customer MVP sharing a tip. MVP Tip: On trust.salesforce.com, use the search field in the page header. When you search this way, your results include known issues. 

As you follow these best practices, you solve issues faster and empower our support engineers to find effective solutions. Next, we walk through the essential steps for opening, working, and closing a case through the Help Portal.

Resources