Get started on the right path.
Get the expertise you need,
when you need it.
Welcome to your
Standard Success quick start
Contacting Support
Accessing Training
Help & Training Portal
Community Resources
Every Salesforce.com Foundation customer gets a Standard Success Plan for
online support and training, including:
• Access...
Help & Training portal is your home






Help & Training portal is your home






Online Training
ways to use online training
accessing online training
accessing online training
accessing online training
recommended e-learning course
(log in to your org to access these links)
Administrators
• Getting Started: Administering
S...
Help & Training administrator
Sees all cases and training analytics
To designate a Help & Training Admin:
Sees all cases
c...
tracking your organization’s training
Remember: Training Analytics is only available
to Help&Training Administrators.
instructor-led training and certification
Customers who were trained by
salesforce.com have 52% higher user
adoption rates
1-800-NOSOFTWARE
Review the plans >
Success Resources
browse Knowledge & documentation
Knowledge Base
 Hundreds of articles,
constantly refreshed
What YOU can do in the HUB?
• Ask a question
• Answer a question
• Follow groups
• Follow people
• Share files
• Access Kn...
Nonprofit Starter Pack resources
powerofus.salesforcefoundation.org
join a nonprofit user group
Join one of
the more
than 30
nonprofit
specific user
groups
around the
world.
http://www.sales...
anytime, anywhere resources
from salesforce.com
appexchange.salesforce.com
 Hundreds of free and paid
apps
trust.salesfor...
Technical Support
your support team
Account Executive
1-800-NOSOFTWARE
Tech Support
Log a ticket in Help &
Training
• pricing information
an...
• standard business hours
• 2-day response time
Technical
Support
ways to contact standard support
For Severity 1 critical issues
ONLY, please call us to submit
case via phone.
For all oth...
Level 1
CRITICAL
Critical production issue affecting all users, including system
unavailability and data integrity issues ...
submit a tech support case
submit a tech support case
submit a tech support case
manage a tech support case
manage a tech support case
manage a tech support case
how salesforce.com delivers support
SETUP
USABILITYDEVELOPER
ANALYTICS
& ACTIVATION
CLIENTS
TIER1
TIER2
TIER3
R&D
EXPERTS
...
For security reasons, Standard support does not
assist with password issues
what If I can’t log In to Salesforce?
–
–
–
Ti...
1-800-NOSOFTWARE
Upgrade to
Premier Success!
Thank you!
Success Plan Overview for Foundation Customers
Success Plan Overview for Foundation Customers
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Success Plan Overview for Foundation Customers

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With acceptance in the Salesforce.com Foundation's Power of Us program (http://www.salesforcefoundation.org/power-of-us), your nonprofit organization also gains access to a salesforce.com Standard Success plan. Success plans include a combination of support, online training and resources designed to drive Salesforce adoption and increase your staff productivity. This video reviews the specific support and training resources available to you as a Foundation customer so that you can take full advantage of our products and better meet your mission.

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Success Plan Overview for Foundation Customers

  1. 1. Get started on the right path. Get the expertise you need, when you need it. Welcome to your
  2. 2. Standard Success quick start Contacting Support Accessing Training Help & Training Portal Community Resources
  3. 3. Every Salesforce.com Foundation customer gets a Standard Success Plan for online support and training, including: • Access to our "Getting Started" online course catalog • Online assistance through knowledge articles and community resources • Online case submission • Standard 2-business-day response Standard Success is for companies that need standard guidance in getting started with Salesforce. If you need a faster response, 24x7 support coverage, and a comprehensive training solution, we recommend our Premier Success Plans.
  4. 4. Help & Training portal is your home      
  5. 5. Help & Training portal is your home      
  6. 6. Online Training
  7. 7. ways to use online training
  8. 8. accessing online training
  9. 9. accessing online training
  10. 10. accessing online training
  11. 11. recommended e-learning course (log in to your org to access these links) Administrators • Getting Started: Administering Salesforce • Getting Started: Administering the Nonprofit Starter Pack * • Getting Started with Managing Data • + all the End User Trainings • * If you are using the NPSP End Users • Getting Started: Navigating Salesforce • Getting Started with Reports & Dashboards • Getting a Head Start with Chatter
  12. 12. Help & Training administrator Sees all cases and training analytics To designate a Help & Training Admin: Sees all cases created by all users Sees all training consumed by all users
  13. 13. tracking your organization’s training Remember: Training Analytics is only available to Help&Training Administrators.
  14. 14. instructor-led training and certification Customers who were trained by salesforce.com have 52% higher user adoption rates
  15. 15. 1-800-NOSOFTWARE Review the plans >
  16. 16. Success Resources
  17. 17. browse Knowledge & documentation Knowledge Base  Hundreds of articles, constantly refreshed
  18. 18. What YOU can do in the HUB? • Ask a question • Answer a question • Follow groups • Follow people • Share files • Access Knowledge Articles • Connect and Collaborate with like-minded users
  19. 19. Nonprofit Starter Pack resources powerofus.salesforcefoundation.org
  20. 20. join a nonprofit user group Join one of the more than 30 nonprofit specific user groups around the world. http://www.salesforcefoundation.org/user-groups
  21. 21. anytime, anywhere resources from salesforce.com appexchange.salesforce.com  Hundreds of free and paid apps trust.salesforce.com  System Status  Planned Maintenance developer.force.com  Technical Library, Partners, Blog, Cookbook, Code Share, Boards
  22. 22. Technical Support
  23. 23. your support team Account Executive 1-800-NOSOFTWARE Tech Support Log a ticket in Help & Training • pricing information and a quote • to purchase additional licenses or products • technical support – a feature isn’t working as you think it should • critical support, I have an issue that is preventing my operations • • Self-Service and the Community salesforcefoundation.org/help I need:
  24. 24. • standard business hours • 2-day response time Technical Support
  25. 25. ways to contact standard support For Severity 1 critical issues ONLY, please call us to submit case via phone. For all other issues, Severity 2-4, please go to Help & Training to submit case online. Help & Training Portal
  26. 26. Level 1 CRITICAL Critical production issue affecting all users, including system unavailability and data integrity issues with no workaround available. Level 2 URGENT Major functionality is impacted or significant performance degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaround available. Also includes time-sensitive requests such as requests for feature activation or a data export. Level 3 HIGH System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable. Level 4 MEDIUM Inquiry regarding a routine technical issue information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Reasonable workaround available. Resolution required as soon as reasonably practicable. support case severity levels
  27. 27. submit a tech support case
  28. 28. submit a tech support case
  29. 29. submit a tech support case
  30. 30. manage a tech support case
  31. 31. manage a tech support case
  32. 32. manage a tech support case
  33. 33. how salesforce.com delivers support SETUP USABILITYDEVELOPER ANALYTICS & ACTIVATION CLIENTS TIER1 TIER2 TIER3 R&D EXPERTS PhoneSelf-Service CHANNELS
  34. 34. For security reasons, Standard support does not assist with password issues what If I can’t log In to Salesforce? – – – Tip: System Admins, customize your Salesforce home page to include your contact details Need Help Logging In? Check out this video
  35. 35. 1-800-NOSOFTWARE Upgrade to Premier Success!
  36. 36. Thank you!
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