Admin Assist: FAQ

1. What is Admin Assist?
Your Designated Contact(s)  (DCs) work with our team of Certified experts to maintain and update your Salesforce solution. Here is a list of our in scope tasks, Admin Assist: Task List.

2. How does it work?
The Admin Assist team works with your DCs to complete your cases. The DCs are responsible for gathering the business and functional requirements, and providing design specifications for the case. Only Designated Contact(s) can submit Admin Assist cases.

3. How do I get started with Admin Assist?

• Make sure you are a Designated Contact
• Setup the Premier Courtesy licenses

4. What are Premier Courtesy Licenses?
We provide you with two complimentary user subscriptions for the Admin Assist team to update and maintain your Salesforce solution. Admin Assist: Courtesy License Setup. (Creating these two Users in your organization is required, before we can complete your Admin Assist request.)

The Courtesy Administrators for Admin Assist are provided to Customer free of charge for use only by the SFDC administration team in connection with Customer's purchase of the Admin Assist in order to allow SFDC to perform the administration functions described in the Premier+ Success Plan ("Courtesy Administrator Subscriptions").

5. How do I log an Admin Assist case?

For full steps and details to create and manage Support Cases online through Salesforce Help, see our Submit or Update a Case with Salesforce Support article.

6. Who will work on my Admin Assist case?
Salesforce Certified Advanced Administrators and Platform App Builders. Cases are sent to an agent in your region.

7. When will my case be completed?
Once you log your case, the assigned agent will assess the amount of work needed to complete the case and send you an estimated time of completion. For large requests (ex. record updates of 1mill+, updating 100 reports, etc.) we recommend you log the case as early as possible.

8. What is the severity level of Admin Assist cases?
Admin Assist cases are, by definition, Severity level 4. So they are worked during regional business hours only. Admin Assist is also not available during weekend hours or during regional holidays.

9. What languages is Admin Assist available in?
Admin Assist is available in English.

10. What is the difference between Admin Assist and Services/Consulting?
Admin Assist delivers an unlimited number of tasks to help you maintain and update your Salesforce solution. Admin Assist is intended to supplement your Admin resources by providing routine, task-based services. For a complete list of services, please review Admin Assist: Task List.

Key differences include:

Project Management

• ​Consultants can perform project management and requirements gathering (define what tasks need to be done & in what order, the timeline, the resources needed, etc.)
• Note: Admin Assist does not include project management. You are responsible for managing what cases need to get filled, in what order and when.

Design

• ​Consultants can assist in designing your project. 
• Admin Assist takes your pre-defined process and requirements and builds them into the application.

Ownership

• ​Consultants own the execution & overseeing of all pieces of the project.
• Admin Assist utilizes first available agent to complete requests as they come in. That means if you submit multiple cases, multiple agents will complete your request.

Time-Bound Deadlines

• ​Consulting projects can be time-bound and delivered according to an established deadline.
• Admin Assist are Severity 4 - Medium. Typically Admin Assist cases are completed within a couple of days to one week. However, some Admin Cases are more complex and require a longer turnaround.

Configure vs. Custom

• ​Consultants can write and deliver code.
• Admin Assist does not include code support.

Data Manipulation

• ​Consultants can manipulate data files for org migrations and deliver data clean-up.
• Admin Assist does not include data clean-up and manipulation.
• Data/Builds migration from one Org to other using change sets, is not in scope for Admin Assist

11. What tasks are out of scope for Admin Assist?
Initial implementations of the Salesforce application, data/builds migrations using change sets, data management or manipulation (de-duping, merging, cleansing), transferring data from one organization or object to another flow, AppExchange, installs/uninstalls/customization, VLOOKUPs and custom code. Non-Salesforce products, services or technologies including implementation, administration or use of third-party enabling technologies such as databased, computer networks or communications systems.

12. What are some common out of scope requests?

a. Custom coding of any kind (APEX, VisualForce, HTML, Javascript), including HTML for email templates.
 

b. Metadata analysis, i.e current state analysis of a customer organization (field usage analysis, user accessibility to fields/ page layouts/permissions, determining which fields are used in report criteria, etc.) is not in scope. There is however, a standard object limits page in Setup that shows some details about your org's usage. Or, an internal resource familiar w/ the Salesforce CLI , Salesforce DX or a 3rd party metadata tool may be able to extract some metadata information.
 

Some examples of metadata analysis requests are:
 

• Which fields in my org are not being used on any page layout?
• Provide me with a list of filter criteria on my reports/list views.
• Which fields in an object are/are not visible to a certain profiles?

c. Create or modify custom buttons or links. These commonly require URL hacking which is not supported, i.e. field values to be passed in the URL, or require custom code (Lightning Components, HTML, Visualforce, Javascript, etc).
 

Example of unsupported URL hack:

/a0D/e?CF00N30000003wZzv={!currentOpportunity.Name}&CF00N30000003wZzv_lkid={!currentOpportunity.Id}&CF00N30000003wXwv={!currentOpportunity.Account.Name}&CF00N30000003wXwv_lkid={!currentOpportunity.Account.Id}&00N30000003wXww={!currentOpportunity.Sales_Channel__c}&00N30000003wa8C={!currentOpportunity.Project_Name__c}&CF00NS0000000dxjL={!currentOpportunity.Originator__c}&";

url = url + "CF00N30000004X5LR={!currentOpportunity.Opportunity_Rep_Sales__r.Name}&";
url = url + "retURL={!currentOpportunity.Id}/00OU0000002298j?pv0={!Campaign.Id}
 

d. Uploading, Deleting, Archiving, Moving or Editing CRM Content (including Content Notes) is outside the scope of Admin Assist. 

e. Importing, updating Documents or Attachments is outside the scope of Admin Assist. 
 

f. Data manipulation - data that requires formatting or manipulation in a spreadsheet (i.e vlookups, merging cells, de-duping, etc.) or data that requires manual entry into records via the UI is out of scope. All data must be pre-formatted by the customer in a CSV file.

g. Changes or assignment of Multi-Factor Authentication - requests that require any changes or assignments of MFA are out of scope for Admin Assist. This includes but is not limited to: Session Security Levels, Enabling any Multi-Factor Authentication method, Creating or Updating a Permission Set or Profile with Multi-Factor Authentication and Assigning a Permission Set or Profile with Multi-Factor Authentication.

h. Logging in as individual users - requests that require Admin Assist to login as individual users is out of scope. For example, editing personal dashboards/reports, home pages, user settings, creating email signatures, etc. For your security, we can only login with the Premier Courtesy licenses to make updates to your org.

i. Showing users how to configure functionality, doing a demo, training or troubleshooting - for example, can you show me how to build a dashboard on a gotomeeting?, can you show me how to edit my picklist in setup?, can you do the import using the data loader while we are on the phone?, or doing a demo on the process builder we built and how it works, etc.


Other Resources for out of scope requests:

• AppExchange
• Developer Forums
• Trailblazer Community

Additional Resources

• Admin Assist: Task List
• Admin Assist: Log a Case
• Video: How to Log an Admin Assist Case in Help & Training
• Admin Assist: Summary of limits
• Admin Assist: Courtesy License Setup
• Premier Toolkit
• Designated Contact (DC) FAQ

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