success plan overview for foundation customers
DESCRIPTION
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.TRANSCRIPT
![Page 1: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/1.jpg)
Get started on the right path.
Get the expertise you need, when you need it.
Welcome to your
![Page 2: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/2.jpg)
Standard Success quick start
Contacting Support
Accessing Training
Help & Training Portal
Community Resources
![Page 3: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/3.jpg)
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.
![Page 4: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/4.jpg)
Help & Training portal is your home
Contact Support
View Cases
Online Training
Knowledge Base
Documentation
And much more!
![Page 5: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/5.jpg)
Help & Training portal is your home
Contact Support
View Cases
Online Training
Knowledge Base
Documentation
And much more!
![Page 6: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/6.jpg)
Online Training
Accessing Online Training
![Page 7: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/7.jpg)
ways to use online training
EXPLOREFEATURES
TRAIN YOUR USERS
STAY RELEASE CURRENT
![Page 8: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/8.jpg)
accessing online training
![Page 9: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/9.jpg)
accessing online training
![Page 10: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/10.jpg)
![Page 11: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/11.jpg)
accessing online training
![Page 12: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/12.jpg)
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
![Page 13: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/13.jpg)
Help & Training administratorSees all cases and training analytics
To designate a Help & Training Admin:Open a case. Include person’s name, Salesforce user name, and role.We recommend restricting Help & Training Administrators to System Administrators and Designated Contacts.
Help & Training Administrator
Sees all cases created by all users
Sees all training consumed by all users
![Page 14: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/14.jpg)
tracking your organization’s training
Remember: Training Analytics is only available to Help&Training Administrators.
![Page 15: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/15.jpg)
instructor-led training and certification
Power of Us customers receive a 50% discount off salesforce.com instructor-led training classes.
Find out more >
Customers who were trained by salesforce.com have 52% higher user
adoption rates
![Page 17: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/17.jpg)
Success Resources
Help & Training
Power of Us Hub
![Page 18: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/18.jpg)
browse Knowledge & documentation
Knowledge Base Hundreds of articles,
constantly refreshed
![Page 19: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/19.jpg)
![Page 20: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/20.jpg)
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
![Page 21: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/21.jpg)
Nonprofit Starter Pack resources
powerofus.salesforcefoundation.org
![Page 22: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/22.jpg)
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
![Page 23: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/23.jpg)
anytime, anywhere resourcesfrom 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
![Page 24: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/24.jpg)
Technical Support
Contacting Support
Take Training
![Page 25: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/25.jpg)
your support team
Account Executive1-800-NOSOFTWARE
Tech SupportLog 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
• general answers about functionality and features in salesforce
• more about the Nonprofit Starter Pack and how it works
Self-Service and the Community
salesforcefoundation.org/help
I need:
![Page 26: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/26.jpg)
• standard business hours• 2-day response time
TechnicalSupport
![Page 27: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/27.jpg)
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.
OPEN A CASE
Help & Training Portal
Phone Numbers on Portal
CALL US
![Page 28: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/28.jpg)
Level 1CRITICAL
Critical production issue affecting all users, including system unavailability and data integrity issues with no workaround available.
Level 2URGENT
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 3HIGH
System performance issue or bug affecting some but not all users. Short-term workaround is available, but not scalable.
Level 4MEDIUM
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
![Page 29: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/29.jpg)
submit a tech support case
![Page 30: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/30.jpg)
submit a tech support case
![Page 31: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/31.jpg)
submit a tech support case
![Page 32: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/32.jpg)
manage a tech support case
![Page 33: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/33.jpg)
manage a tech support case
![Page 34: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/34.jpg)
manage a tech support case
![Page 35: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/35.jpg)
how salesforce.com delivers support
SETUP
USABILITY
DEVELOPER
ANALYTICS &
ACTIVATION
CLIENTS
TIE
R
1
TIE
R
2TIE
R
3 R& D
EX
PERTS
PhoneSelf-Service
CH
AN
NELS
![Page 36: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/36.jpg)
For security reasons, Standard support does not assist with password issues
For security reasons, Standard support does not assist with password issues
what If I can’t log In to Salesforce?
Forgot password? – Use “Forgot
Your Password?” link on Log in page
– Enter username to Reset Password
Forgot username?Locked out due to multiple login attempts?
– Contact your internal system administrator
Tip: System Admins, customize your Salesforce home page to include your contact details
Need Help Logging In? Check out this video
Need Help Logging In? Check out this video
![Page 37: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/37.jpg)
1-800-NOSOFTWARE
Upgrade to Premier Success!
![Page 38: Success Plan Overview for Foundation Customers](https://reader033.vdocuments.mx/reader033/viewer/2022042813/54c132724a795939758b4569/html5/thumbnails/38.jpg)
Thank you!