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Overview of the Standard Success Plan

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With your Power of Us Donation, you also gain access to a salesforce.com standard success plan. Learn what is included.

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Overview of the Standard Success Plan

  1. 1. Welcome to your Get Started Right. Stay on the Path. Get the Expertise You Need, When You Need It.
  2. 2. Standard Quick Start Contacting Support Accessing Online Training Help & Training Portal
  3. 3. Help & Training Portal is your home base      
  4. 4. Help & Training Portal is your home base      
  5. 5. Support
  6. 6. your support team I need:• pricing information • technical support – a •and a quote feature isn’t working as you think it should• to purchaseadditional licenses or • critical support, I have •products an issue that is preventing my operationsAccount Executive Tech Support Self-Service and the1-800-NOSOFTWARE Log a ticket in Help & User Community Training salesforcefoundation.org/help
  7. 7. Features local business unlimited online hours resources2-day response time “Getting Started” online training 1-800-NOSOFTWARE Training, Knowledge, and Support for All
  8. 8. support case severity levels Level 1 Critical production issueaffecting all users, including systemCRITICAL unavailability and data integrity issues with no workaround available. Major functionality is impactedor significant performance Level 2 degradation is experienced. Issue is persistent and affects many users and/or major functionality. No reasonable workaroundURGENT available. Also includes time-sensitive requests such as requests for feature activation or a data export. Level 3 System performance issueor bug affecting some but not all HIGH users. Short-term workaround is available, but not scalable. Inquiry regarding a routine technical issueinformation Level 4 requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. ReasonableMEDIUM workaround available. Resolution required as soon as reasonably practicable.
  9. 9. ways to contact standard supportFor Severity 1critical issues For all other issues, Severity 2-ONLY, please call us to submit 4, please go to Help & Training tocase via phone. submit case online. Help & Training Portal
  10. 10. phone support availability Phone support hours forCRITICALissues ONLY.US/Canada: 5:00 a.m. – 6:00 p.m. (PDT)Europe/Middle-East: 8:00 a.m. – 6:00 p.m. (GMT)Asia/Pacific: 8:00 a.m. – 5:00 p.m. (Sydney time) For a complete list of toll-free phone numbers, go to Help & Training, click Contact Support, click Call Us icon.
  11. 11. submit a tech support case
  12. 12. submit a tech support case
  13. 13. submit a tech support case
  14. 14. manage a tech support case
  15. 15. manage a tech support case
  16. 16. manage a tech support case
  17. 17. how salesforce.com delivers support CHANNELS Self-Service Phone EXPERTS DEVELOPER USABILITY CLIENTS TIER 2 TIER 3 TIER 1 R&D ANALYTICS SETUP & ACTIVATION
  18. 18. what If I can’t log In to Salesforce? – – – Tip: System Admins, customize your Salesforce home page to include your contact details For security reasons, Standard support does not assist with password issues
  19. 19. what If I can’t log In to Salesforce? – – – Tip: System Admins, customize your Salesforce home page to include your contact details For security reasons, Standard support does not Need Help Logging In? assist with password issues
  20. 20. Training
  21. 21. ways to use online training
  22. 22. to take online training:
  23. 23. to take online training:
  24. 24. to take online training:
  25. 25. Help & Training administrator Sees all cases and training analytics Sees all training consumed by all users Sees all cases created by all usersTo designate a Help & Training Admin:
  26. 26. tracking your organization’s training Remember: Training Analytics is only available to Help&Training Administrators.
  27. 27. Export: slice and diceusing training analytics how you view data View Data as a Chart or Grid Six Standard Reports Produce reports and charts to gain insightinto your organization- wide or user-specific training consumption. Three Standard Chart Types
  28. 28. training and certification Customers who were trained by salesforce.com have 52% higher user adoption rates
  29. 29. SuccessResources
  30. 30. help and training portal Knowledge Base  Hundreds of articles, constantly refreshed
  31. 31. anytime, anywhere resources salesforce.com success.salesforce.com  Learning Center, Answers, IdeaExchange, Blogs, N ew Features, Events trust.salesforce.com  System Status  Planned Maintenance appexchange.salesforce.com  Hundreds of free and paid apps developer.force.com  Technical Library, Partners, Blog, Cookbook, Code Share, Boards
  32. 32. Nonprofit Starter Pack resources www.salesforcefoundation.org/nonprofitstarterpack https://groups.google.com/forum/?hl=en&fromgroups #!forum/nonprofit-starter-pack-users
  33. 33. join a nonprofit user group www.salesforcefoundation.org/help#usergroups
  34. 34. join the HE Chatter communitywww.salesforcefoundation.org/hechatter
  35. 35. need more help? 1-800-NOSOFTWARE
  36. 36. Thank you!

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