Call Me Now - Get Immediate Salesforce Support

How to use Call Me Now (CMN)

How do eligible Signature customers use CMN to connect with a Support engineer?

• Log into Help.Salesforce.com and select the Contact Support button
• Select the Call Me Now tile
  • If you do not see the CMN tile and you believe your Signature account does meet the below access criteria, please reach out to your Salesforce account executive so they can inform Salesforce Support. The CMN tile will only be visible during the business hours for CMN support.
• Fill out a short form to briefly describe your question or issue
• Provide the mobile phone number for the Support engineer to call
  • Please be sure to include your full mobile phone number including country code.
• Submit the form and expect a call within 10 minutes
  • You will be directly connected to a Support Engineer (no waiting on the phone!) but a short disclaimer message will be played when you answer the call.
  • Once the call is initiated you will see the related Support case in the Salesforce Help portal
    • While speaking to the Support engineer ,if it is determined a screen sharing session is needed, a link to join will be sent to you.
    • If for some reason the Support engineer is unable to reach you at the phone number you provided, they will send you a case comment with the next steps.

What Salesforce products are currently supported through CMN?

• Sales Cloud, Service Cloud, Industry Cloud

Does CMN support high severity or critical issues?

• CMN is not recommended for Severity 1 or critical issues. Please call the Signature Support Hotline phone number provided by your account executive or our premier phone line to be connected to an engineer who can create or follow up on critical issue cases.

What languages are currently supported through CMN?

• CMN support is only offered in English.
• The Salesforce Help portal language must be set to English to access CMN.

What are the business hours for support through CMN?

• Current CMN business hours are 24x5, Monday through Friday.
• The CMN feature is not visible in the Salesforce Help portal outside of these business hours.

Who can use Call Me Now (CMN)

Which Salesforce Customers are eligible to use the Call Me Now (CMN) feature?

• Salesforce customers who have one of the following active Salesforce core product Success Plans related to a Salesforce account thats has its billing country registered as one of the below countries.
  • Eligible Core Product Salesforce Success Plans:
    • Signature Success
    • Signature Success Plan
    • Mission Critical Support
    • Mission Critical Support + Admin
    • Premier Priority Plan
  • Eligible Salesforce Account Billing Countries:
    • “US”, “CA”, “GB”, “IE“, "BE", "CH", "DE", "DK", "ES", "FI", "FR", "GR", "IL", "IT", "LI", "MA", "NL", "PT", "SE", "TR", "ZA","IN","NZ" and "AU"
• Salesforce accounts who have Signature Success Plans that are product specific (Marketing, Gov, Commerce, Heroku, etc) are not eligible for CMN at this time unless they also have one of the core product Success Plans listed above.
• The customer of the eligible Salesforce account who is attempting to use CMN must be a designated contact or the customers eligible account does not restrict support to only designated contacts.
• Customers who have multiple Salesforce accounts must be logged into the Salesforce Help portal with the account that is eligible.

Contact us to Learn more about how the Salesforce Signature Success Plan can maximize your Salesforce ROI with access to Solution Experts through offerings like Call Me Now, Proactive Monitoring, and Technical Account Management.