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Success Plan Overview for Foundation Customers
 

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 ...

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 Success Plan Overview for Foundation Customers Presentation Transcript

    • 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 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.
    • 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 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
    • 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
    • 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 Knowledge Articles • Connect and Collaborate with like-minded users
    • 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.salesforcefoundation.org/user-groups
    • 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
    • Technical Support
    • 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:
    • • 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 other issues, Severity 2-4, please go to Help & Training to submit case online. Help & Training Portal
    • 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
    • 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 PhoneSelf-Service CHANNELS
    • 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
    • 1-800-NOSOFTWARE Upgrade to Premier Success!
    • Thank you!