Success Plan Overview for Foundation Customers


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With acceptance in the Foundation's Power of Us program (, your nonprofit organization also gains access to a 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 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 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
  20. 20. join a nonprofit user group Join one of the more than 30 nonprofit specific user groups around the world.
  21. 21. anytime, anywhere resources from  Hundreds of free and paid apps  System Status  Planned Maintenance  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 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
  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!