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
Now that you have an overview of each Success Plan, 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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Design a strategy to see business results: Salesforce experts work with you to match goals and objectives with Salesforce product capabilities, then help you craft a strategy with proven best practices.
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Increase productivity and improve performance: Experts regularly work with you to monitor performance, ensure that Salesforce products work effectively to meet business goals, and work on strategies to improve further.
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Get faster support: Always-on technical support ensures that you get help quickly and efficiently, so you can focus on other business needs. As a customer, you have support 24 hours a day, 7 days a week, 365 days a year.
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
- Expert coaching sessions
- Always-on technical support
- Developer support
- Training discounts
Let’s take a deeper dive into 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 with you in 90 days to review your Success Path with you and ensure you stay on course in your Salesforce journey.
Expert Coaching Sessions
As a Premier customer, you have access to over 260 expert coaching sessions, 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. For any video or virtual interactive workshop, you can request to directly speak with our experts to help solve common challenges, including:
- Getting started with Salesforce products
- Onboarding
- Adoption
- Governance
- Automation
- Artificial intelligence (AI)
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 |
|---|---|---|---|---|
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:
- Reviewing and troubleshooting code
- Analyzing, debugging, and making expert recommendations
- Apex and Visualforce
- SOQL/SOSL
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.