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• Create Your Trailblazer ID & Log into Salesforce Help: You’ll need a Trailblazer ID to access Salesforce Help. Follow these instructions or watch this video to learn how.
• To Submit a Technical Support Case Once Your Support Experience Transitions to Salesforce Help, Please Ensure the Following:
  • For Tableau Server, Tableau Desktop, or Tableau Prep Builder, you must be a portal user in the Tableau Customer Portal that is related to a customer deployment. Click here to learn how to manage users in Tableau’s Customer Portal
  • For Tableau Cloud, you must be an active user in Tableau Cloud.
  • If you would like a Partner to be able to submit cases via Salesforce Help on behalf of your company, please ensure they are added as a user (as described in the first two bullets above).

1. Tableau Customer Portal: Tableau Technical Support cases move to Salesforce Help. Following the transition, if you are in Tableau's Customer Portal and need to submit a technical support case, select the Technical Support button to submit a case via Salesforce Help. All other experiences within Tableau's Customer Portal remain unchanged (e.g. invoice management, license key management.. etc.).
2. Web Support Case Form on Tableau.com. If you’re searching the Knowledge Base on Tableau.com and can’t find what you need, you can submit a case directly to Tableau’s Technical Support team. When you click the Continue to Create Case button on a Knowledge Article following the transition, you will be routed to Salesforce Help and can submit a support case.
3. Tableau’s Knowledge Base: You have more ways of accessing Tableau’s Knowledge Base. You can access the Tableau Knowledge Base at tableau.com/support/knowledgebase and help.salesforce.com/s/.
4. Case Severity Definitions: To create a consistent support experience across all Salesforce products, Tableau is adopting Salesforce’s severity level descriptions for Tableau support cases. These severity levels replace Tableau's very similar case priority levels. When submitting a technical support case on Salesforce Help, you are able to select your issue’s severity level based on the urgency of the issue involved.
5. Primary Designated Contacts (Primary DC) and Designated Contacts (DC): Tableau introduces Primary DCs and DCs to Premium and Extended Support users. Premium and Extended Support users have access to the support related features of DCs only. View this knowledge article to learn more.

1. Open Case Migration to Salesforce Help:
   1. Tableau will migrate any of your open cases to Salesforce Help. Upon transition, can continue working on your open case(s) with the assigned Support Engineers. Please log in to the Salesforce Help Portal to continue to engage on your open support case(s).
   2. On-Premise Users:
      1. If you do not have a user record in your organization’s Tableau Customer Portal account, we’ve asked your Portal Admin to allow us to do a one-time upload. This creates a user record on your behalf and authorizes you to submit cases on Salesforce Help. Unless your Portal Admin has opted-out of this one-time upload, you will see your open cases on Salesforce Help at the time of migration
      2. If your Portal admin opted out of the one-time user upload, your open case(s) are reassigned to your Portal Admin to access through Salesforce Help. Before you can manage or submit technical support cases, your Portal Admin will first need to add you as a portal user within your organization's Tableau Customer Portal. View this knowledge article to learn more.
2. Closed Case Migration to Salesforce Help
   1. Tableau is migrating all closed cases created over the past two years to Salesforce Help so that you have continued access. This will occur in a phased approach, starting with most recently closed cases, with older cases to follow. You will no longer have access to view these cases on Tableau’s Customer Portal.

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