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’ll explore what the Premier Success Plan offers. Think of Premier as your favorite gym packed with a variety of fitness classes, top of the line equipment, and trained professionals to provide guidance when you need it. Just like achieving your fitness goals, reaching your business objectives requires guidance, a customized plan, and ongoing support. As a Premier customer, you won't be working out alone: you'll see much higher value from Salesforce right from your first session and throughout your entire journey.
Premier’s expert-led and outcome-driven programs help you:
- Develop a personalized path to improve adoption and usage with AI agents.
- Keep your system running smoothly and ready for Agentforce.
- Solve business-critical issues anytime and get the answers you need today.
Let’s break down in more detail what the Premier Success Plan experience involves.
Onboarding
Every great fitness journey starts with your first orientation to the gym. The same is true with Premier. You get expert guidance starting on day one with Onboarding. Connect 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 recommendations through a Success Path, your personalized plan containing your business goals, objectives, recommendations, and key performance indicators (KPIs). Everything is in one place, so you can track your objectives and goals as you progress beyond your initial sessions.
Success Reviews
Once Onboarding is complete, you have up to two Success Reviews per year to keep you motivated and progressing toward your goals. These are your power-packed progress check-ins where your business and technology stakeholders team up with a Salesforce expert to celebrate your wins, validate your progress, recalibrate your goals, and design your next phase.
And since data is the best way to gain insights, your Success Reviews include an in-depth analysis of your Customer Success Score. This is your comprehensive performance dashboard that measures three critical signals:
- Product Adoption: How well you're using the product and features you have.
- Customer Expertise: How strong your skills have become.
- Technical Health: How stable your system is.
With real data and expert insights driving every decision, you'll know exactly where you're excelling and where to focus next to achieve breakthrough results.
Expert Coaching
As a Premier customer, you have access to 1-to-1 Expert Coaching, which is available across almost all of our Salesforce products. In these sessions, connect with Salesforce experts for personalized guidance on your specific business use cases, from discovering the right features to exploring how Agentforce can work with your solution. Validate your ideas and get expert insights to ensure you're on the right track.
You can talk to an expert about anything, including:
- Getting started with Salesforce products
- Adoption
- Governance
- Automation
- Artificial intelligence (AI)
- Agentforce
- And more!
Instructor-led Training
Workshops are like your group fitness classes. Join live, interactive 60- to 90- minute sessions led by Salesforce experts, where you'll learn alongside other customers to discover new techniques, tackle real-world challenges, and build capabilities together. These dynamic workshops cover everything from foundational skills to advanced strategies, giving you the practical experience you need to perform at your best.
In addition to workshops, you get 25% off Salesforce courses and certifications. Think of it as your premium membership perk. Courses are multi-day, immersive training sessions that go deep into product implementation, configuration, and certification preparation. With expert guidance, group discussions, real-world scenarios, and practice exercises in a Salesforce environment, courses provide comprehensive resources and product training that emphasize long-term skill building and lasting adoption.
As you build your skills, earn industry-recognized certifications that prove you know what you're doing when it comes to managing a Salesforce solution. This means you can invest more in building a well-rounded skillset across the entire Agentforce 360 Platform without breaking your budget.
Whether it’s 90-minute workshops or multi-day courses, you have the instructor-led training you need to continuously improve, stay ahead of the curve, and prove your expertise with certifications that matter.
Always-On Technical Support
Every gym goer loves a workout buddy who’s got their back. With Premier, we’re that buddy. We know that 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.
You also 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 can expect for each one.
Severity Level |
Severity Level Description |
Target Response Time: Signature |
Target Response Time: Premier |
Target Response Time: Standard |
|---|---|---|---|---|
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, 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, or you need a review of up to 200 lines of 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.
In the next unit, see how the Signature Success Plan takes support to the next level.