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Set Your Team Up for Success
Learn what support resources are available and how to empower your team to troubleshoot and fix issues in your org.
When your org is live, it’s truly tested. Give your internal IT operations team every opportunity to troubleshoot and fix issues users experience, and know what resources are available to you if you need more support.
Use Your Salesforce Success Plan
Every Salesforce customer has access to Success Plans. By default, you're enrolled in the Standard Success Plan which provides self-guided resources to develop and manage your org. The Premier and Signature Success Plans offer a more hands-on approach from implementation to ongoing monitoring, which is highly relevant if you're using Salesforce for critical business processes.
Check with your Salesforce Account team to know which Success Plan you have and what Salesforce resources are available to you. They can help you determine if you're on the right Success Plan to ensure that you’re supported appropriately. Terms for Salesforce Success Plans are available at Agreements and Terms (https://www.salesforce.com/company/legal/agreements/).
- Keep the Designated Contact and Primary Designated Contact current. In the event of an issue, the Salesforce Support team contacts the Primary Designated Contact.
- Understand the Salesforce Support Case process including the service level agreement (SLA) of different types of issues and severity levels.
- If you want your users to contact your own support team instead of being directed to Salesforce Support, ask your Salesforce Account team to enable the Restrict Support to Designated Contacts feature.
- Explore the features in your Success Plan, especially if you're on the Premier or Signature Success Plan, and identify further opportunities where you can take advantage of lesser known services to improve your org’s operation. For more information, contact your Salesforce Account team.
Ensure a Comprehensive Handover from Third-Parties
If you used a third party to help implement Salesforce, ensure a thorough handover to avoid issues after your org is live. The handover should include documentation, training, and a warranty period. After handover, make sure your IT operations team feels comfortable running basic monitoring and diagnostics.
- Before signing a contract, ask third parties to clearly outline the solution handover process and warranty inclusions. Share your internal IT governance processes and development standards so that they're considered in the contract.
- Avoid rework and delayed go-lives by conducting periodic reviews of the solution.
