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

Knowledge Article Number 000220441
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, an overview of your Standard 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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Best Practice Flow Chart
Billing Flow Chart
Request Not Covered Flow Chart
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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!
Community Areas
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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


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!


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
  • 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
Our Standard Success Plan includes:
  • Self-Service resources including Help & Training, Knowledge Base, and Communities
  • Online case submission
  • 2-business day response time
  • Access to the "Getting Started" online training catalog

Review the Success Plan comparison document

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.

Submitting a Case

Submitting a Case For Severity Levels 2-4 (see criteria below), use the Help & Training portal in the Salesforce application. After logging in, click “Help & Training” and then “Contact Support” and then “Open a Case.” Provide the requested information and then click “Submit.”
 
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


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

Excluded Items

The Standard Success Plan does not include any of the following:

  • Assistance with Salesforce password resets. Users should click the “Forgot your password?” link on the login page or contact their system administrator;

  • Assistance with Salesforce username. Users should contact their system administrator;

  • Assistance with Salesforce lockouts due to incorrect login attempts. Users should contact their system administrator to unlock the account, or wait for the lockout period to expire;

  • Assistance in developing User-specific customizations;

  • Assistance with non-SFDC products, services or technologies, including implementation, administration or use of third-party enabling technologies such as databases, computer networks or communications systems;

  • Assistance with AppExchange applications, whether authored by SFDC, Customer or a third party; or

  • Assistance with installation or configuration of hardware, including computers, hard drives, networks or printers. 

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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