welcome to premier success plans
TRANSCRIPT
Welcome to your Premier Success Plan
Compare Success PlansFeatures Standard Success Plan Premier Success Plan Premier+ Success Plan
Customer Success Self-service resources including Help site, knowledge base, and community
Best practices to drive useradoption and productivityRelease readiness andadoption programsAccess to Success ManagerSalesforce AcceleratorsPremier communitiesCircles of Success
Best practices to drive useradoption and productivityRelease readiness andadoption programsAccess to Success ManagerSalesforce AcceleratorsPremier communitiesCircles of Success
Support Online case submission 2-business day response
24x7 toll-free phone and online1-hour initial response forcritical issuesPremier developer support
24x7 toll-free phone and online1-hour initial response forcritical issuesPremier developer support
Training “Getting Started” online catalog
Unlimited access to online Premiertraining catalogRole-based learning pathsCustomizable training templates
Unlimited access to onlinePremier training catalogRole-based learning pathsCustomizable training templates
Administration Access a certified team to maintain your Salesforce solution
Help & Training Portal is Your Home Base
❏ Contact Support
❏ Premier Online Training
❏ Premier Central Community
❏ Knowledge Base
❏ Documentation
❏ Trailhead
❏ And more!
Premier Toolkit
All the tools and resource to
help you take advantage of
your Premier Success Plan.
Check out the latest
documentation, discussion,
webinars, videos and more!
Quick Start - Three Pillars
RESOURCES
TRAINING
SUPPORT
Premier CommunitiesGetting Started Webinars
Contact SupportAssign ContactsSet Up Admin Services
Use Learning PathsFind Online TrainingCustomize Training TemplatesTrack Your Organization’s Training
SUCCESS – GETTING STARTED
SUPPORT
Many Ways to Contact Support
For Severity 1 critical issues, please call us to submit case via phone.
CALL US
Phone Numbers on Help & Training Portal
CHAT
Help & Training Portal
OPEN A CASE
Help & Training Portal
Support
Phone Support Languages and Availability
For a complete list of toll-free phone numbers, go to Help & Training, click Technical Support, click Contact Us button.
24x7 English-language Phone Support Always Available
Asia10am–7pm SydneyLOCAL BUSINESS HOURS
* 9am–6pm weekdays 10am–5pm weekend 24/7 emergency
Europe8am–6pm GMT
German
French
Italian
Spanish
Dutch
Portuguese
LOCAL BUSINESS HOURS
CALL US
Latin America8am–8pm EST
Spanish
Portuguese
LOCAL BUSINESS HOURS
Support
Mandarin
Cantonese
Korean
Japanese*
Open a Case in Help and TrainingSupport
Support Case Severity LevelsSeverity 1CRITICAL(1 hour)
Critical production issue affecting all users, including system unavailability and data integrity issues with no workaround available.
Severity 2URGENT(2 hours)
Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround available. Also includes time-sensitive requests such as requests for feature activation or a data export.
Severity 3HIGH
(4 hours)
System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable.
Severity 4MEDIUM(8 hours)
Inquiry regarding a routine technical issue information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Reasonable workaround available. Resolution required as soon as reasonably practicable.
Support
SERVICE CHANNELS
CRM CONFIG / CRM USAGE / MOBILE / CRM REPORTING & DASHBOARDSEDI / FA / SECURITY / PERFORMANCE / DEVELOPER / INTEGRATION
QA / R&D
PHONE CHAT COLLABORATIONSELF-SERVICE
Case is routed to Triage Team*
Customer Logs Case
SKILL GROUPS
TIER 1
TIER 2
TIER 3
*Except for Designated Contacts.
What Happens to Your Support Case?Support
Manage Open Cases - My Success HubSupport
What If I Can’t Log In to Salesforce?
Forgot password?
• Use “Forgot Your Password?” link on Log in page• Enter username to Reset Password
Forgot username?
• Usernames are in the form of an email address.
Locked out due to multiple login attempts?
• Contact your internal system administrator
Tip: System Admins, customize your Salesforce home page to include your contact details
Need Help Logging In? Check out this video
Support
Designated Contacts
1. Primary Designated Contact opens a case.
2. Include additional Designated Contact’s name, Salesforce User name, and Role.
3. We will send an email with Designated Contact Passcode and Company Passcode.
Assigning Additional Designated Contacts
▪ Primary contacts for Premier Support
▪ Access to Tier 2 Support after case creation
▪ Can escalate cases directly to Support Management
Benefits
You may identify up to 4 Designated Contacts
As a Designated Contact, you are responsible for:
1. Taking basic training on Salesforce products
▪ We provide Administration Essentials for New Admins online training as part of Premier.
▪ Go to Help & Training to take this course.
2. Overseeing your support case activity
3. Resolving password resets & lockout issues for users
Support
Escalating a Case1. Return to open case.
2. On cases opened by Designated Contacts, the Escalate button appears on the case record.
3. Click Escalate.
Escalate a Case
Benefit
Severity 1(1 hour)
Severity 2(2 hours)
Severity 3(4 hours)
Severity 4(8 hours)
Support
Use the button get immediate attention from Support Management
Help & Training AdministratorSees All Cases and Training Analytics
To designate a Help & Training Admin:Open a case. Include person’s name, Salesforce user name, and role.We recommend restricting Help & Training Administrators to System Administrators and Designated Contacts.
Sees all training consumed by all users in your organization
Sees all cases created by all users in your organization
Help & Training Administrator
Support
Designated Contacts / H&T Administrators: Raise an Admin Request to Assign Users to these Roles Support
Premier+ Success
Note: Premier+ Success does not replace implementation or the need for your own system administrator.For the complete list of Admin Services, see the Premier Success datasheet.
Access a team of Salesforce-certified experts helps you update your post-implementation* Salesforce solution
Key services include:
▪ User, role and profile management
▪ Reports and dashboards creation
▪ Business process automation with workflows
Support
How to Use Administration Services (Premier+ Only)
Before you start…Take Administration Essentials for New Admins online trainingClick here to go to online training
How it works…
1. Collect your business requirements
2. Document your request using Premier+ Admin Case Templates located in the Premier Toolkit.
3. Designated Contacts must create the case online, and attach the template. See the Admin Case Video on the Premier Toolkit.
4. Cases are assigned Severity 4 and are worked during local business hours.
5. Salesforce.com administration team will review request, and if within scope will provide a time estimate, then execute the request.
Support
We provide one courtesy Support Administrator license.
Your system administrator must set it up…we’ll show you how…
Premier Success will use this license to execute your administration requests.
Setting Up Administration Services (Premier+ Only)Support
Setting Up Your Support Admin License (Premier+ Only)Support
First Name: SFDC1Last Name: Admin1Alias: SFDC1Email: Will be provided.
Username:sfdcadmin1@<yourdomainname.com>Role: Role at top of role hierarchy User License: Salesforce Profile: System Administrator
Be sure to complete the Approval Matrix
to identify admin permissions for Designated Contacts.
Setting Up Administration Services (Premier+ Only)Support
SUCCESS – GETTING STARTED
TRAINING
Many Ways to Use the Premier Online Catalog
Content Continually Grows and Updates
EXPLOREFEATURES
STAY RELEASE CURRENT
TRAIN ALL YOUR USERS
Training
STUDY FORCERTIFICATION
Business Analyst/ Solution Architect
Sales Rep/ Manager
Marketing Manager
DeveloperEngaged Administrator
New Administrator
Service Rep/Manager
Technical Architect
Premier Includes Training for Every RoleTraining
CoursesTraining
❏ Getting Started Courses
❏ Administration Essentials for New Admins
Customizable End User TrainingTraining
These storyboards and
demo scripts are from our
most popular end user
courses, ready for you to
customize for your
company.
TrailheadTraining
SUCCESS – GETTING STARTED
RESOURCES
Join Success CommunitiesGet exclusive Premier content and priority access to event
Success Communities for key lifecycle phases
Premier Success Community• Ask questions and get answers• Get the latest announcements• Learn best practices• Hear customer success stories
Resources
Anytime, Anywhere Resourcessuccess.salesforce.com▪ Getting Started, Answers, IdeaExchange, Blogs,
New Features, Events
trust.salesforce.com▪ System Status▪ Planned Maintenance
appexchange.salesforce.com▪ Hundreds of free and paid apps
developer.salesforce.com▪ Technical Library, Partners,
Blog, Cookbook, Code Share, Boards
Resources
Thank You