Salesforce Success Plans for Tableau FAQ

Introducing Salesforce Success Plans for Tableau! Starting April 16, 2024, Tableau customers can take advantage of resources, guidance, and support delivered by our Signature, Premier, and Standard Success Plans. This Knowledge Article answers our top frequently asked questions. To learn more, please contact your Tableau Account Executive.

What is launching?
Salesforce Success Plans for Tableau (Signature, Premier and Standard) launched on April 16. They are now available to both new customers and those renewing from current Tableau Support plans.

Why is this launching?
At Salesforce, Customer Success is a core value, and we continue to drive Customer Success and provide more value through our Success Plans. Success Plans allow customers to take advantage of Salesforce’s latest and greatest innovations as well as benefit from consistent customer success and support experiences across all Salesforce products. Each Success Plan brings net new features and value for Tableau customers.

What exactly are Success Plans?
Success Plans provide resources, guidance, and support for every stage of our customer’s journey with Salesforce. From building expertise and driving product adoption, to troubleshooting and maintaining technical health, we are here for our customers. Our Success Plans are Signature, Premier, and Standard. See some of our top features below:

How does this differentiate from my current Tableau Support Plan? What are the benefits?
Salesforce Success Plans introduce a variety of new features across each plan:

• Additional value in Salesforce Signature Success Plan compared to Tableau Premium:
  • Your designated Customer Success Manager, a strategic advocate and single point of contact with Tableau expertise and best practices.
  • Personalized Success Path that creates alignment with your business and technical stakeholders delivered by your CSM via 4 Success Reviews per year.
  • Proactive Monitoring for Tableau Cloud
  • Health Checks and Architecture guidance
  • Expert Coaching Sessions
  • 35% Trailhead Academy discounts
  • Expedited Issue Resolution: 24x7x365, 15-min Sev 1 response, 30 min updates
    • Includes online, phone, chat, 911# support, and “Call Me Now” within the case experience.
  • Developer Support
• Additional value in Salesforce Premier Success Plan compared to Tableau Extended (includes all features below):
  • Targeted guidance & best practices for every Premier customer via Expert Coaching sessions
  • Developer Support
  • 25% Trailhead Academy discounts
  • Expedited Issue Resolution: 24x7x365, 1-hr Sev 1 response
    • Includes chat, a dedicated phone line, and online case submission

What is the responsibility of a CSM as seen on the Signature Success Plan?
Your CSM is your central point of contact. They are your champion and partner who orchestrates your entire Signature experience. Your CSM will have an understanding of both your business and technical goals, help you realize your Salesforce value, and coordinate the best technical resources to help solve your specific needs. This update to a Customer Success Manager unlocks access to even more expertise, coordinated through a single contact. See more about Customer Success Managers and other Signature features here.

What are Expert Coaching Sessions?
Premier and Signature Success Plan customers will have access to Expert Coaching Sessions. Expert Coaching Sessions are specialized engagements with a Salesforce expert that focus on a specific topic. These take the form of videos, webinars, and individual sessions. On April 16, we are launching 18 new Tableau-specific Expert Coaching Sessions covering getting started, implementation, and sessions focused on use and optimization. Signature and Premier customers have access to Expert Coaching Sessions.

How can I gain access to Success Plans?
As of April 16, 2024 Success Plans for Tableau is generally available. At that time, any customer who has newly purchased Tableau products or current Tableau cloud customers who do not have Extended or Premium support will be able to purchase a Success Plan. Current customers who have Extended or Premium support select their new Success Plan during renewal, either early or through their normal renewal cycle. 

Will this impact the Extended or Premium Support I have purchased?
Customers will continue to be served on their Extended or Premium support contracts until end date of these contracts.

What else should I know?
We have also updated our support experience for Tableau customers. Starting the weekend of April 13th, 2024 customers will use Salesforce Help to file support cases with Tableau Technical Support. Technical case submission experiences via Tableau Customer Portal, Tableau Partner Portal, and the case form on Tableau.com will no longer be available and redirect you to Salesforce Help.