Get started on the right path.

Get the expertise you need, when you need it.

Welcome to your

Standard Success quick start

Contacting Support

Accessing Training

Help & Training Portal

Community Resources

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.

Help & Training portal is your home

Contact Support

View Cases

Online Training

Knowledge Base

Documentation

And much more!

Help & Training portal is your home

Contact Support

View Cases

Online Training

Knowledge Base

Documentation

And much more!

Online Training

Accessing Online Training

ways to use online training

EXPLOREFEATURES

TRAIN YOUR USERS

STAY RELEASE CURRENT

accessing online training

accessing online training

accessing online training

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

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.

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

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Review the plans >

Success Resources

Help & Training

Power of Us Hub

browse Knowledge & documentation

Knowledge Base Hundreds of articles,

constantly refreshed

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

Nonprofit Starter Pack resources

powerofus.salesforcefoundation.org

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

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

Technical Support

Contacting Support

Take Training

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:

• standard business hours• 2-day response time

TechnicalSupport

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

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

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

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

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Upgrade to Premier Success!

Thank you!