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.
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?
Customer Success Resources
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!
Activities and Benefits of the Salesforce Community Groups
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.
- 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.
- 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
Comprehensive Training for All
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
Premier Success Data Sheet
Premier Success Toolkit
Maximize Premier Success
Many Ways to Contact Support
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.
Log a Perfect Case
- 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
Follow a Case
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.
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: 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. Designate your Help & Training Administrator
Enhance your use of Premier+ Administration Services - For Customers with Premier Success Plus 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.