Contacting Salesforce Support

VIDEO TRANSCRIPT | Recorded: 2025-09-23 | Verify against current system state

Abstract¶

Comprehensive walkthrough of the Salesforce support process. Covers accessing help from production instance, navigating the Agent Force chatbot (with shortcut to bypass it), viewing personal and organization cases, understanding case details and activity feeds, premier support benefits (faster response, instructor-led training discounts, expert consultations), and adding case collaborators. Includes demonstration of creating a SAML integration ticket.

Key Procedures¶

• Log into production Salesforce instance
• Click question mark icon > Go to Salesforce Help
• Use shortcut prompt: "I need a support person, create a ticket for: [title]"
• Interact with Agent Force for initial troubleshooting
• Login to help.salesforce.com with IT support credentials
• Provide org ID and environment details when prompted
• View tickets under My Cases or Organization's Open Cases dropdown
• Add case collaborators to receive email notifications
• Check Activity feed for response updates
• Access instructor-led training discounts through Trailhead Learning

Notable Statements¶

• 0:00:35 "We have a higher tier of support... They have to respond faster to us than normal."
• 0:00:45 "Recently, they've changed the way that support tickets occur. You're forced into asking agent force for help first."
• 0:01:13 "Whatever you put into agent force at this initial point is like the title and description of your issue."
• 0:17:11 "I like to do that because then it gives you a detailed log."
• 0:20:01 "We have premier support... They have to respond faster to us than normal."
• 0:20:25 "You can set up a call with an expert to talk through how to do something."
• 0:21:48 "You can also look at closed cases, which is useful because... you can kind of search through here for a title that matches."

Systems & Configurations¶

Systems Mentioned¶

• Salesforce Help Portal (help.salesforce.com)
• Agent Force (AI chatbot)
• Trailhead (learning platform)
• Production Salesforce instance

Specific Configurations¶

Credentials/Access Mentioned¶

• IT Support account for help.salesforce.com
• Production Salesforce login required
• MFA verification code via email

Errors & Troubleshooting¶

• Issue: Agent Force not providing helpful answers
• Cause: Complex technical issues beyond AI capability
• Resolution: Request support person to create ticket

• Timestamp: 0:03:00

• Issue: Chat process takes too long

• Cause: Having to wait for live agent
• Resolution: Use shortcut prompt to create ticket directly
• Timestamp: 0:16:23

Transcript Gaps & Quality Notes¶

• Training session with Matt on support process
• Real-time demonstration of creating SAML ticket
• Discussion of different support options
• Premier support benefits explained
• Example ticket created during session