Marketing Cloud Intelligence - Premier Support FAQs

FAQs

What is a Premier Success Plan?

On July 19th, all Intelligence Customers will officially be migrated to a Premier Success Plan; no action will be required of you for this to happen.

A Premier Success Plan ensures that our Customers continue to get the most value from our Success and Support Teams. To learn more about all of the features and benefits of a Premier Success Plan, click here.
 

What success plan were we on before?

Previously, Intelligence Customers were on a Standard Success Plan - which comes included with all Salesforce products. You can learn more about Standard Success, here.
 

What is new for legacy Customers?

On July 19th, all Intelligence Customers will have access to 24/7/365 support, including 1-hour response times for business-stopping issues; online case submission; and chat, and phone support through Salesforce Help.*

In addition to these Support enhancements, this also changes the way our Success team engages with you. With Premier, we focus on delivering you the right resource, at the right time, for the right need. This largely takes the form of specialized guidance through expert coaching sessions and for our entire Intelligence community.

*At this time, phone, and chat support are only available in English.

What should I do to prepare for Premier?

To unlock all the features and benefits of your Premier Success Plan, make sure you and any relevant team members are set up as Designated Contacts. Salesforce assigns your first Primary Designated Contact. The Primary DC can set up additional Designated Contacts as needed.

Designated Contacts (DCs) can:
 

• View, edit, and escalate a case to Technical Support Management
• Create and manage permissions of other DCs (Primary DCs only)

To learn more about Designated Contacts, visit this Knowledge Article.

We also recommend getting to know Expert Coaching Sessions, and checking out our Customer Success Events page where you can watch on-demand content, and register for live webinars.

Finally, if you haven’t already created one, you must create a Trailblazer.me Account to manage Support Cases in Salesforce Help. Make sure to sign up using the same email you use to log-in to the Intelligence Platform. Check out our Support FAQ for more details.“
 

How does this affect my contract and/or pricing?

This migration does not affect your pricing, and as an Intelligence Customer, a Premier Success Plan will be bundled with your license at no added cost to you.
 

I’m having trouble accessing Salesforce Help to log support cases. What should I do?

When logging into Salesforce Help, make sure you have a Trailblazer account set up that matches the email used to log into Intelligence. It is also very important that you follow the steps to sign in using Email Authentication.

See Get Started with Trailblazer for details on creating or logging into a Trailblazer account.   

Make sure the email entered matches the email used to log into the Intelligence Platform!
 

What is an Expert Coaching Session?

Expert coaching sessions are specialized engagements with a Salesforce expert that focus on a specific topic. They're designed to help you get more value from Salesforce, faster. We offer videos, virtual interactive workshops, and individual sessions. Get to Know Expert Coaching Sessions on Salesforce Help or learn more about Expert Coaching Sessions on the Salesforce website.
 

How do I sign up for an Expert Coaching Session?

Visit the Customer Success Events website to sign up for an Expert Coaching Session (in addition to webinars and to access on-demand videos).

 

Can anyone in my Org sign up for an Expert Coaching Session?

Yes, any contact associated with your Account / Premier Success Plan can request an Expert Coaching session.
 

Does Salesforce Datorama have a Signature Success Plan?

At this time, Intelligence Customers only have a Premier Success Plan.
 

How can I learn more?

Watch the Get to Know the Premier Success Plan expert coaching video, or contact your Account Executive with any questions you might have.