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