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sfi/Vlocity: Premier, Premier Plus, and Signature Success: Developer Support

公開日: Oct 13, 2022
説明
Developer Support is provided to Premier, Premier Plus, and Signature Support customers on a per cloud basis. For implementations that encompass multiple cloud products (Core, Marketing Cloud, etc.), developer support will only be available for those products covered by a Premier, Premier Plus, or Signature Support Success Plan.

Example: Customer has an integration between Sales Cloud and Marketing Cloud. Marketing Cloud is covered by a Premier Success Plan, while Sales Cloud is covered by our Standard Success plan.

Customer submits a developer support case for Marketing Cloud, but after troubleshooting, it’s determined to be a Sales Cloud issue. This case would no longer qualify for Developer Support, unless a Premier or Premier Plus Success plan is purchased for Sales Cloud.


Notes:

  • Developer Support is provided to Customers’ Designated Contacts responsible for developing, troubleshooting, and deploying code within Customer’s organization.
  • Customers’ Designated Contacts are required to provide a reproducible environment (sandbox or development) to debug the issue, unless the issue only happens in production environment.
  • All developer support recommendations will strictly adhere to Salesforce best practices. Developer Support is only available in English.
Refer to the Create a Support Case article to find more info on how to create a case with salesforce support.
解決策

 

sfi/Vlocity

What can sfi/Vlocity Developer Support help with?
  • Troubleshoot application error messages from Vlocity Out of the Box (OOTB) flows.
  • Troubleshoot application error message involving custom flows that call Vlocity methods and APIs - must adhere to process prerequisites*
  • Troubleshoot any functional issue that does not work as expected, after following the suggested steps in Vlocity documentation.
  • Review any configuration issues that do not work as expected, after following the steps suggested in Vlocity documentation.
  • Analyze and debug performance issues from Vlocity OOTB flows and flows involving Vlocity methods and APIs.
  • Provide managed package logs and assistance with queries relating to them.

Prerequisites for Troubleshooting of Custom Flows
  • Inability to provide these prerequisites will result in support scope exclusion
  • The Customer is required to provide a snippet of custom code that can be executed from the Apex Execute anonymous window to reproduce the error.
  • In the scenarios where custom flow is complicated and cannot be tested from the Execute anonymous window, the customer is expected to do their own best effort troubleshooting and narrow the root cause of the issue down to 10/few steps.
  • The Customer must provide an explanation of the code classes, triggers, entry points, expected behavior and outcome.
 

Topic

Developer Support Details

Vlocity Migration
  • Troubleshoot errors while retrieving and deploying OOTB Vlocity components using Vlocity Build Tool and IDX Workbench.

Lightning
  • Debug and troubleshoot errors related to Lightning Web Components

SF Industries CPQ
  • Troubleshooting issues related to the OOTB flow of Order Capture, Enterprise Product Catalog (EPC) , Product Designer , Pricing, Promotions and Discounts, Interfaces and Implementations, Context Rules, Advanced Rules , Advanced Pricing, Vlocity Cards,Vlocity Templates

SF Industriies CPQ: Cart API/V2 API
  • Assistance with issues related to OOTB Cart API’s

Digital Commerce API
  • Debugging errors, reviewing Catalogs, API Calls related to DC API(getOffers, getOfferDetails, Baskets calls etc..) and related cache issues

Digital Commerce SDK
  • Troubleshooting errors related to OOTB Digital Commerce LWC Components and the DC SDK
Order Management
  • Debugging errors related to Order Decomposition and Order Orchestration
Productized Integration
  • Debugging of managed package issues relating to custom solutions implemented from Vlocity Process Libraries
Express Apps
  • Investigation of issues with OOTB Express App functionality
OmniStudio
  • OmniScript, Integration Procedures, DataRaptor, (Flex)Cards & Templates
Document Generation (CLM)
  • Support for broken document templates and custom CSS used to generate those documents.
Industries Deployment / IDX 
Calculation Procedures & Matrices 
Insurance
  • Claims Management, Policy Administration, Product Administration, Insurance Quoting
Benefits
  • Quoting, Census Management, Benefits Provider Network



EXCLUDED ITEMS

SFI/Vlocity Developer Support does not include the following:
 
  • Architecture and implementation designs to achieve requirements and use cases.
  • Validating any design advice outside of the Vlocity documentation.
  • Recommending performance design improvements.
  • Authoring and developing Vlocity components including Omni Scripts, Data Raptors, Integration Procedures, Cards, etc.
  • Authoring and developing custom Apex code, including test classes, SOQL queries, custom JavaScript, HTML and CSS. custom code troubleshooting
  • Consulting on how to modify sample code to meet specific use cases.
  • Troubleshoot/debug of third-party applications.
  • Debugging and support of any custom code or deliverable developed by Vlocity Professional Services, Vlocity System Integrator or outside vendor unless it falls under Support Inclusions.
  • Assistance with non-Vlocity products, services or technologies, including implementation, administration or use of third-party enabling technologies such as databases, computer networks or communications systems;
  • Customers are responsible for all custom configuration (example: Omniscripts, Integration Procedures, Apex, Visualforce, Lightning Development, Javascript, HTML, AngularJS, and CSS) as well as any other integrations.
  • sfi/Vlocity Support will not create or modify any configuration using the Vlocity product on behalf of the customer.
  • VPLs are not products and are not supported or designed for production use.
  • Implementation Requests are not supported by SFI support.
  • Deployment monitoring of SFI/Vlocity, this is available only for Core salesforce platform
  • Pre-release regression testing
  • Performing  live package installation and upgrades are not within support scope

 

Related links

Premier, Premier Plus, and Signature Success: Developer Support
ナレッジ記事番号

000389589

 
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Salesforce Help | Article