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.

1. Get started on the right path.
Get the expertise you need,
when you need it.
Welcome to your

2. Standard Success quick start
Contacting Support
Accessing Training
Help & Training Portal
Community Resources

3. 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.

4. Help & Training portal is your home
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5. Help & Training portal is your home
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6. Online Training

7. ways to use online training

8. accessing online training

9. accessing online training

11. accessing online training

12. 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

13. 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

14. tracking your organization’s training
Remember: Training Analytics is only available
to Help&Training Administrators.

15. instructor-led training and certification
Customers who were trained by
salesforce.com have 52% higher user
adoption rates

16. 1-800-NOSOFTWARE
Review the plans >

17. Success Resources

18. browse Knowledge & documentation
Knowledge Base
 Hundreds of articles,
constantly refreshed

20. 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

21. Nonprofit Starter Pack resources
powerofus.salesforcefoundation.org

22. 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

23. 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

24. Technical Support

25. 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:

26. • standard business hours
• 2-day response time
Technical
Support

27. 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

28. 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

29. submit a tech support case

30. submit a tech support case

31. submit a tech support case

32. manage a tech support case

33. manage a tech support case

34. manage a tech support case

35. how salesforce.com delivers support
SETUP
USABILITYDEVELOPER
ANALYTICS
& ACTIVATION
CLIENTS
TIER1
TIER2
TIER3
R&D
EXPERTS
PhoneSelf-Service
CHANNELS

36. 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

37. 1-800-NOSOFTWARE
Upgrade to
Premier Success!

38. Thank you!