Get Support from Salesforce

Learning Objectives

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

  • Navigate the Support and Services page.
  • Review known issues.
  • Log a support ticket.
  • Understand response expectations.

Help Is on the Way

We want you to be successful. That’s why we’ve highlighted so many resources within the Trailblazer Community. But sometimes you might encounter a roadblock that requires a different kind of support. Let’s review what options you have to troubleshoot issues, and then contact support, if needed. Let’s start by reviewing the Success and Services page that you can access from Salesforce Help (help.salesforce.com). 

Support screen from Help with callouts for success plans, cases, and settings.

On the Success and Services homepage, you can determine your success plan (1), view your personal settings (2), create a case (3), and view any open cases (4). Let’s go over each of these.

Success Plan

It’s important to know your company’s success plan because it impacts your access to resources and support availability. Here is a breakdown of support expectations based on your plan. 

Success Plan Description
Support & Response Expectations
Standard
Online guidance, support, and training in Trailhead.
  • Online support available 12 hours a day, 5 days a week
  • 2-day case response
Premier
Access to standard support options as well as accelerators, developer support, and interactive webinars.
  • Online and phone support available 24 hours a day, 7 days a week
  • 1-hour critical case response

Additionally, if your company has a premier success plan, follow up with your company’s admin to determine who the designated contacts are for your organization. Designated contacts are users that have access to accelerators (remember, those are working sessions with Salesforce experts). 

Note

Note

Have questions about your support plan? Reach out to your account executive (you can find this info under Support settings).

Settings

Now click on Settings to review your personal notification info. Review the information on this page to ensure support can easily contact you. You can also establish your preferences for receiving communications from Salesforce (product announcements, service notifications, and marketing communications).  Support contact details and notification preferences page.

Troubleshooting

Now that you are familiar with the navigation of the Support and Services page along with resources available based on your support plan, let’s focus on troubleshooting steps. If you haven’t found an answer in documentation or the Trailblazer community, visit the Known Issues page to see if the same issue has already been reported. This page provides information about specific defects (we call them bugs) in the platform which Salesforce Engineering is already tracking. 

Known issues page with cursor hovering over checkbox for This Issue Affects me.

Known issues are published based on the number of customer reports, the severity of the issue, and the availability of a workaround. Status is provided to help users understand a general timeline of resolution, but be aware that these statuses can change frequently.

Status
Definition
In Review
The issue requires review by engineering management.
Scheduled
A patch will release within the next 1 to 2 weeks.
Release in Progress
The issue is fixed on some of the salesforce.com instances.
Fixed
The issue is fixed on all salesforce.com instances.
No Fix
Salesforce Engineering Management determined that a fix for the issue is not possible.

Doesn’t look like your issue is a known issue? Next head to the Marketing Cloud status page on Salesforce Trust before you log a case. The status page shows if there is a real-time system issue that is impacting performance. From this page find live and historical data on system performance, planned maintenance schedules, and security threats. 

Log a Ticket

If your issue is not logged in Known Issues and there are no system issues, it’s time to contact Salesforce support. Please note, we're going to show you the steps to create a case with Salesforce support, so only follow along in Marketing Cloud if you have an active issue. Otherwise, just read along so you know what to do if you run into an issue in the future. 

  1. First, make sure you are logged in to your Marketing Cloud account in the top right of your screen.
  2. Under the Support & Services tile, click Get Help. Get Help button selected from Support & Services tile.
  3. Then click Create a Case. Create a case button selected.
  4. Select the topic you need help with and then click Next. The send email radio button is selected under choose a topic that best fits your issue.
  5. Then choose a category for your issue. Choose a category that describes your case with Sender Profile or Delivery Profile radio button selected.
  6. Click Next.
  7. Finally, select the specific issue you are having and then click Next.  Specific topic screen with the Create a Sender Profile in Marketing Cloud radio button selected.

Once you have gone through those steps, you receive suggested resources to help you solve your issue.

Suggested resources related to a sender profile issue.

If the suggested links do not help, you have an immediate need, or the issue is time-sensitive, you can also simply click Create a Case from the bottom navigation of the help page.  

Create a Case icon selected.

This link goes directly to the case detail page, where you can fill in a description and any other relevant information. To help expedite and improve your support experience, include:

  • A brief summary of the problem.
  • Steps to reproduce the error.

Try to be as specific as possible and include any relevant information like an error message, a JobID (a number assigned to an email send), the name of your automation, and so on.  

Severity and Resolution Expectations

When you log a ticket, it’s important to understand the severity and business impact. Let’s review a guide to severity. Depending on your support plan (again, chat with your account executive or admin if you don’t know), you can expect certain service level agreements (SLAs) for your logged tickets. Here are the expectations for premier customers based on case severity.

Severity Level
Explanation of Impact
What Types of Issues
Premier Response Times
4: Medium
An issue or question that has minimal to no impact.

Generally categorized as “how to” questions, enhancement requests, report requests, configuration issues, and so on.
8 hours (excluding weekends and holidays)
3: High
A feature is impaired but not impacting sending activity.
A system performance issue or bug affecting some but not all users.
4 hours (excluding weekends and holidays)
2: Urgent
The system is significantly impaired, but a workaround is currently available.
A persistent issue affecting many users; major functionality impacted; significant performance degradation.
2 hours
1: Critical
The system is nonoperative or significantly impaired with no known workaround available.
Production issue affecting all users; system unavailable; data integrity issues
1 hour

Manage Open Tickets

Now that you have a new case created, you can manage your case and any associated comments from the Support & Services page as well. Simply click View Cases to access and comment on any of your open cases. You can also escalate and close cases from this page.

Ready When You Are

Now that you know how to find all the resources you need for your Marketing Cloud journey, you can rest assured that you’re backed by the best—including easy-to-find help topics, intuitive learning resources (like Trailhead!), and, of course, the entire Trailblazer community. 

Resources