Partner Program FAQ: Benefits (AgentExchange ISV)

Frequently Asked Questions

Q: How do I advance to a new tier in the AgentExchange ISV Track of the Salesforce Partner Program?

A: An ISV’s tier aligns to their stage in their partner journey with Salesforce, enabling us to grow together. Learn more about the Program tiers via the Partner Community (AgentExchange ISV Track Page). 

Every partner is assigned a tier, which is visible on the partner Scorecard. A partner can access their scorecard via the Manage tab in the Partner Community. Tier evaluations are conducted quarterly, typically in the month following the end of the SFDC fiscal quarter. 

Q: How do I see which Program Benefits I am eligible for under the AgentExchange ISV Program Track?

A: An ISV’s tier unlocks Program Benefits. To understand which benefits you are eligible to receive as an ISV, and how to access these benefits, navigate to the AgentExchange ISV Benefits Page on the Partner Community. 

Q: How can I collaborate and co-market with Salesforce?

A: There are several ways to collaborate and co-market with us, many of which are available as members of the Program. Learn more by referring to the ‘Marketing & Lead Gen’ offerings listed on the Partner Community AgentExchange ISV Benefits Page. 

Q: What action do I need to take to get access to the Premier Success Benefit (i.e. technical support)?

A: No action is required! The Premier Success Plan was automatically added to your account. Anytime a person from your company opens a technical support case, the case will be routed using The Premier Success Plan. This means the cases will have specific response SLAs and access to unlimited developer support.

Q: How do I know if I receive Summit Partner benefits? 

A: Summit Partners are supported by a Salesforce Partner Account Manager (PAM). Summit ISVs are also eligible for extra benefits such as advanced GTM, Co-Marketing, Technical Account Manager Engagement, and a Partner Success Manager. If Summit Partners are selected for these additional benefits, they will be notified by their PAM and introduced to the appropriate team. 

Q: What is the Marketing Cloud Account Engagement Plus Benefit and who has access to it?

A: Any partner that joins the AgentExchange ISV Partner Program can request a Marketing Cloud Account Engagement Plus Internal Use License Benefit. To learn more about what is included in a Marketing Cloud Account Engagement Plus edition, please go to the Marketing Cloud Account Engagement powered by Pardot website. If you want additional or add-on functionality that is not included in the Marketing Cloud Account Engagement license, please reach out to your direct Salesforce Account Executive to purchase directly.

Q: What if I already purchased a Marketing Cloud Account Engagement License as a direct customer?

A: We cannot provide any credits or allow any canceled contracts for existing direct contracts. If you have already purchased this license, you will need to wait until your contract is up for renewal before you can move to the new Program Benefit. Alternatively, you can request a second edition of Marketing Cloud Account Engagement through the Program Benefit while also keeping your initial licenses. 

Q: Do I still need to purchase a direct license before adding paid add-on features to their partner benefit license?

A: No, you no longer need to purchase a direct license to be able to add additional paid add-on features to your partner program benefit licenses. However, if your program benefit license was provisioned prior to 11/15/22, then you need to open a case in the Partner Community to swap your current program benefit SKU with the new program benefit SKU. The new program benefit SKU is required first before paid add-ons can be added to the license.

Q: Can customers request a private offer directly from an AgentExchange listing?

A: Yes. Partners enrolled in the AgentExchange Partner Program can enable a "Request Private Offer" button on their listing. Customers can initiate a private offer conversation without leaving the marketplace, helping shorten the sales cycle.