overview of the standard success plan
DESCRIPTION
With your Power of Us Donation, you also gain access to a salesforce.com standard success plan. Learn what is included.TRANSCRIPT
![Page 1: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/1.jpg)
Get Started Right.
Stay on the Path.
Get the Expertise You Need, When You Need It.
Welcome to your
![Page 2: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/2.jpg)
Contacting Support
Accessing Online Training
Standard Quick Start
Help & Training Portal
![Page 3: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/3.jpg)
Help & Training Portal is your home base
Contact Support
View Cases
Online Training
Knowledge Base
Documentation
And much more!
![Page 4: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/4.jpg)
Help & Training Portal is your home base
Contact Support
View Cases
Online Training
Knowledge Base
Documentation
And much more!
![Page 5: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/5.jpg)
Support
Contacting Support
Assigning Contacts
![Page 6: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/6.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 User Community
salesforcefoundation.org/help
I need:
![Page 7: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/7.jpg)
features
local business hours
2-day responsetime “Getting Started”
online training
unlimited online resources
1-800-NOSOFTWARE
Features
Training, Knowledge, and Support for All
![Page 8: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/8.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 9: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/9.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 10: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/10.jpg)
Phone support hours for CRITICAL issues 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)
phone support availability
For a complete list of toll-free phone numbers, go to Help & Training, click Contact Support, click Call Us icon.
![Page 11: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/11.jpg)
submit a tech support case
![Page 12: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/12.jpg)
submit a tech support case
![Page 13: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/13.jpg)
submit a tech support case
![Page 14: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/14.jpg)
manage a tech support case
![Page 15: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/15.jpg)
manage a tech support case
![Page 16: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/16.jpg)
manage a tech support case
![Page 17: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/17.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 18: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/18.jpg)
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
For security reasons, Standard support does not assist with password issues
For security reasons, Standard support does not assist with password issues
![Page 19: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/19.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 20: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/20.jpg)
Training
Accessing Online Training
![Page 21: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/21.jpg)
ways to use online training
EXPLOREFEATURES
TRAIN YOUR USERS
STAY RELEASE CURRENT
![Page 22: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/22.jpg)
to take online training:
![Page 23: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/23.jpg)
to take online training:
![Page 24: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/24.jpg)
to take online training:
![Page 25: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/25.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 26: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/26.jpg)
tracking your organization’s training
Remember: Training Analytics is only available to Help&Training Administrators.
![Page 27: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/27.jpg)
View Data as a Chart or
Grid
Export: slice and dice how you view data
Six Standard Reports
Three Standard
Chart Types
using training analytics
Produce reports and charts to gain insight
into your organization-wide or user-specific
training consumption.
![Page 28: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/28.jpg)
training and certification
Power of Us customers receive a 50% discount off salesforce.com instructor-led training classes.
Review the class catalogue on the salesforce.com website >
Customers who were trained by salesforce.com have 52% higher user
adoption rates
![Page 29: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/29.jpg)
SuccessResources
salesforce.com
Help & Training
![Page 30: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/30.jpg)
help and training portal
Knowledge Base Hundreds of articles,
constantly refreshed
![Page 31: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/31.jpg)
anytime, anywhere resourcessalesforce.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
success.salesforce.com Learning Center, Answers, IdeaExchange,
Blogs, New Features, Events
![Page 32: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/32.jpg)
Nonprofit Starter Pack resourceswww.salesforcefoundation.org/nonprofitstarterpack
https://groups.google.com/forum/?hl=en&fromgroups#!forum/nonprofit-starter-pack-users
![Page 33: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/33.jpg)
www.salesforcefoundation.org/help#usergroups
join a nonprofit user group
![Page 34: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/34.jpg)
www.salesforcefoundation.org/hechatter
join the HE Chatter community
![Page 35: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/35.jpg)
need more help?
1-800-NOSOFTWARE
http://www.salesforce.com/services-training/customer-support/
![Page 36: Overview of the Standard Success Plan](https://reader031.vdocument.in/reader031/viewer/2022013100/54c134d04a795950048b4593/html5/thumbnails/36.jpg)
Thank you!