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BEST PRACTICES: Who Do I Contact? [Premier Version]

Knowledge Article Number 000213830
Description
Salesforce Cloud Services

 

​Salesforce Resources – Who do I contact?         

 
Salesforce is committed to customer success and provide a number of resources to accelerate growth and enable success throughout all stages of your lifecycle.
 
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This document outlines recommended success resources to support your journey with us, overview of your Premier Success Plan, and best practices for engaging and interacting with support.
 
Who Do I Contact?
Sample Scenarios – What resources are available, who do I contact, and what can I expect?

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Customer Success Resources
Success Communities
 
The Salesforce Success Community is an online portal where you can access help, give feedback, ask questions, and connect with resources, other customers, valuable content, partners, product specialist, and our success teams all through the power of collaboration. 1.6 million members and growing!
 
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Activities and Benefits of the Salesforce Community Groups

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How to join the Success Community
 
Key Community Groups
 
Success - Getting Started
Success - Release Readiness
Success - Webinars and Events
Success – Premier Central
 
Circles of Success
Live, interactive virtual round-table discussions with other customers focused on key adoption-related topics. Each 60-90 minute session is hosted by a Customer Success resource from our team of experts. 
 
Sample topics:
  • Weathering the Storm of Change Management
  • Driving Success During and After Your Implementation
  • Become a Data Management Rockstar!
  • Success Insights: Boost Your Sales Performance Using Metrics
 
Session Overviews and Registration
 
Premier Adoption Webinars
Adoption webinar series help you achieve the most value from your Salesforce subscription. This series of webinars focuses on fundamental strategies to help you grow you Salesforce solution. 

Sample topics:
  • Maximizing your Premier Success Plan
  • Make Decisions with Reports and Dashboards
  • Get the Most Out of Your Data
  • Optimize Your Business Through Automation
 
Session Overviews and Registration
 

Training
Comprehensive Training for All

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Training Catalog – Comprehensive list of training options – In-person, virtual, and self paced. Must be logged in. 
Trailhead – Bite sized training modules focused on Administrators and Developers
 


Maximizing the Engagement with Support

The Premier Advantage


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Premier Success Data Sheet
Premier Success Toolkit
Maximize Premier Success
 
Many Ways to Contact Support

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Submitting a Case
 
When engaging with support, be sure to review and complete all applicable fields available when creating a case. It is important that support is provided all relevant information regarding the issue(s). This will minimize the back and forth and most importantly decrease the time to resolution. 
 
For Severity Level 1 issues, Users must call Customer Support.
Standard Success Plan Severity Level 1 Telephone Support phone numbers are as follows. Complete List
  • AMER 5:00 a.m. – 6:00 p.m. Pacific time (415) 901-7010  
  • EMEA 8:00 a.m. – 6:00 p.m. GMT +353-1- 440-3503 
  • APAC 8:00 a.m. – 8:00 p.m. Sydney time +65-6302-5700
Log a Perfect Case
Follow a Case
 
Reproducing Errors
Salesforce must be able to reproduce errors in order to resolve them. Customer agrees to cooperate and work closely with SFDC to reproduce errors, including conducting diagnostic or troubleshooting activities as reasonably requested and appropriate. Also, subject to Customer's approval on a case-by-case basis, Users may be asked to provide remote access to their salesforce.com account and/or desktop system for troubleshooting purposes.
 
Escalation/Severity Levels
Reproducible errors that cannot promptly be resolved will be escalated to higher support tiers for further investigation and analysis. Issues will be generally categorized and handled according to an assigned severity level, as follows:


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Escalate a Case
 
 
Identifying your Designated Contacts
 
An important part of your Premier set up is to identify Designated Contacts for your organization. Designated Contacts are the primary contacts for Premier, and their support cases are routed to Tier 2. 


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Designate your Help & Training Administrator

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Enhance your use of Premier+ Administration Services
 - For Customers with Premier Success Plus

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Premier+ Admin Case Template
Administration Essentials for New Admins (Online training module)
 
Additional Resources
Known Issues Site - Lists of currently known defects in the app. Customers can opt-in to notifications to issues that affect them to get notified upon resolution.
Trust Site – System Maintenance – Lists upcoming system maintenance activities for all instances. 
 
 

 

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