Discover the Premier Success Plan
Learning Objectives
After completing this unit, you’ll be able to:
- Explain the key benefits of the Premier Success Plan.
- Describe how to start taking full advantage of the Premier Success Plan.
Premier Success Plan
In this unit you explore what the Premier Success Plan offers. As a Premier customer, you see much higher value from Salesforce right from the start and throughout your entire Salesforce journey.
Premier’s expert-led and outcome-driven programs help you:
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Develop a personalized path to improve adoption and usage with AI agents: Work with an Onboarding Specialist to match your AI goals to Salesforce capabilities. Together, create a Success Path that outlines recommendations to deploy agents and achieve measurable business outcomes. Enable your teams to be more productive with Expert Coaching Sessions and 25% off training.
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Keep your system running smoothly and ready for Agentforce: Learn how to increase system stability and performance, and get peace of mind with Health Checks. Talk to a Salesforce expert for Agentforce advice and best practices with individual Expert Coaching Sessions.
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Solve business-critical issues anytime and get the answers you need today: Stay focused on what matters most with Agentforce and always-on technical support including 1-hour initial response times for critical issues. Get answers with detailed documentation and developer code reviews for up to 200 lines of code.
Let’s break down in more detail what the Premier Success Plan experience involves.
Expert Guidance and Best Practices
With Premier, you can rely on expert guidance and best practices to ensure you get more value from Salesforce.
This includes:
- Onboarding
- Success Path & Success Reviews
- Individual Expert Coaching Sessions
- Virtual Interactive Workshops
- Always-on Technical Support
- Developer Support
- Training discounts
Let’s explore each one.
Onboarding
You get expert guidance starting on day one with Onboarding, our brand-new, individualized onboarding experience. Onboarding connects you directly with an Onboarding Specialist, who works with you over the course of several sessions to understand your business goals and map those objectives with product capabilities and recommendations.
Your Onboarding Specialist provides those recommendations through an individual Success Path. A Success Path is a personalized roadmap containing your business goals, objectives, recommendations, and key performance indicators (KPIs) to measure success. Everything is in one place, so you can track your objectives and goals beyond Onboarding.
After you complete Onboarding, we follow up in 90 days to review your Success Path with you and ensure you stay on course in your Salesforce journey.
Success Path and Success Reviews
After you complete Premier Onboarding, you have your own tailored Success Path, a personalized roadmap containing business goals and objectives aligned to Salesforce product capabilities. It also includes recommendations to help you achieve these goals and KPIs to measure success.
A Success Path helps you:
- Build expertise.
- Drive product adoption.
- Maintain technical health.
To stay on course with your Success Path, you have access to up to two Success Reviews per year. During Success Reviews your business and technology stakeholders collaborate with a Salesforce expert to:
- Review your Success Path progress.
- Realign your goals and objectives based on your progress.
- Plan next steps for success with new recommendations.
Expert Coaching Sessions
As a Premier customer, you have access to Expert Coaching Sessions, which are available across almost all of our Salesforce products. In these sessions, you learn how to use and set up Salesforce product functionality from our Salesforce experts. Our Expert Coaching Sessions are offered in individual sessions, one-to-many virtual interactive workshops, and self-serve videos. For any video or virtual interactive workshop, you can request to directly speak with our experts to help advise you on your use case and solve possible common challenges, including:
- Getting started with Salesforce products
- Onboarding
- Adoption
- Governance
- Automation
- Artificial intelligence (AI)
- Agentforce
- And more!
You can visit our Expert Coaching Catalog for a list of clouds and links to detailed descriptions of sessions (which vary by location), language offerings, requirements, and instructions on how to attend.
Always-On Technical Support
Technical issues arise from time to time, and we’re ready to provide help when you need it. As a Premier customer, you have direct access to our global phone coverage 24 hours a day, 7 days a week, 365 days a year.
In addition, you receive a one-hour initial response for business-stopping issues. For example, if you have deployment issues for vital business functions or business-stopping performance degradations (as defined by your business), technical support engineers investigate and troubleshoot through virtual meetings or phone calls until the issue is resolved.
There are four severity levels of business-stopping issues that Success Plans like Premier address. Here's a breakdown of the kind of help Success Plan customers get for each one.
Severity Level |
Severity Level Description |
Target Response Time: Signature |
Target Response Time: Premier |
Target Response Time: Standard |
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Level 1 |
Business-stopping and no acceptable workaround. Imminent threat to key business or near-term business milestones posing financial risk. |
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Level 2 |
Key business-impacting, no workaround |
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Level 3 |
Key business-impacting with workaround, or non-key business-impacting, no workaround |
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Level 4 |
Non-key business impacting with workaround, or not business-impacting |
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Tip: Be sure to indicate the severity of the issue that you’re facing, whether it’s business-stopping with no possible workarounds or manageable for the time being. This ensures that the correct targeted response time is aligned to the business challenge.
Developer Support
As a bonus, as a Premier customer, you also have access to Developer Support, a specialized team of support engineers who help boost efficiency and avoid disruptions. Some of the tasks this team supports include:
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Quick Issue Resolution: When you encounter problems while building or setting up Salesforce or an agent, you can turn to our Developer Support team. Whether it’s a simple Agentforce license permission issue or a complex problem involving something like custom Flow actions or Apex code, our experts can diagnose and resolve those issues quickly.
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Time-Saving Expertise: New technology can be challenging, and it often takes time to get up to speed. So instead of spending hours troubleshooting, you can rely on our experts to provide quick answers and solutions.
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Best Practices Guidance: As you build your first agents in Agentforce, our Developer Support team can provide guidance as you run into challenges.
Check out the Premier, Premier Plus, and Signature Success: Developer Support Salesforce help page for a complete list of Developer Support tasks.
Training Discounts
In addition to the other perks you learned about, as a Premier customer, you also receive a 25% discount off instructor-led training and certifications. (Discount not valid on private workshops or in-person Trailblazer Bootcamp events.) This includes:
- Trailhead Academy public classes
- Bulk certification vouchers
In the next unit, see how the Signature Success Plan takes support to the next level.