Get Started Right.
Stay on the Path.
Get the Expertise You Need, When You Need It.
Welcome to your
Contacting Support
Accessing Online Training
Standard Quick Start
Help & Training Portal
Help & Training Portal is your home base
Contact Support
View Cases
Online Training
Knowledge Base
Documentation
And much more!
Help & Training Portal is your home base
Contact Support
View Cases
Online Training
Knowledge Base
Documentation
And much more!
Support
Contacting Support
Assigning Contacts
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:
features
local business hours
2-day responsetime “Getting Started”
online training
unlimited online resources
1-800-NOSOFTWARE
Features
Training, Knowledge, and Support for All
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
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
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.
submit a tech support case
submit a tech support case
submit a tech support case
manage a tech support case
manage a tech support case
manage a tech support case
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
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
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
Training
Accessing Online Training
ways to use online training
EXPLOREFEATURES
TRAIN YOUR USERS
STAY RELEASE CURRENT
to take online training:
to take online training:
to take online training:
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
tracking your organization’s training
Remember: Training Analytics is only available to Help&Training Administrators.
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.
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
SuccessResources
salesforce.com
Help & Training
help and training portal
Knowledge Base Hundreds of articles,
constantly refreshed
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
Nonprofit Starter Pack resourceswww.salesforcefoundation.org/nonprofitstarterpack
https://groups.google.com/forum/?hl=en&fromgroups#!forum/nonprofit-starter-pack-users
www.salesforcefoundation.org/help#usergroups
join a nonprofit user group
www.salesforcefoundation.org/hechatter
join the HE Chatter community
need more help?
1-800-NOSOFTWARE
http://www.salesforce.com/services-training/customer-support/
Thank you!
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