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Fast-Track Success with Easy and Expert Guidance


Learning Objectives

After completing this unit, you’ll be able to:

  • Explain the key benefits of your Premier Success Plan.
  • Understand how to start taking full advantage of your Premier Success Plan.

The Premier Success Plan Experience

If you’re looking to fast-track your success, the Premier Success Plan is here for you. Customers with Premier see much higher value from Salesforce right from the start and throughout their entire Salesforce journey. Premier’s expert-led and expert-designed programs will help you:

  • Start off Strong
    Build a foundation for success with guidance from Salesforce-certified experts and instructors.
  • Boost Productivity
    Take advantage of 24/7/365 issue resolution as you put Salesforce capabilities to work for your team.
  • Focus on Efficient Growth
    Get transparent, actionable insights to drive success and accelerate growth.

Targeted Guidance and Best Practices

With Premier, you can rely on targeted guidance and best practices from Salesforce to ensure you get the most out of your Salesforce investment. What do we mean by targeted guidance?

Whether you’re looking to increase adoption on your most-used features, or seeking best practice guidance on your implementation strategy, or wanting to ensure you can pick up the phone and talk to an expert when something goes wrong, Premier provides you program-centered expertise that’s all about delivering the right resource at the right time to help you achieve the right results. Let’s dig into the various ways Premier provides that guidance throughout your journey with Salesforce. 

Guided Onboarding

For those just starting out with Salesforce, we often hear that customers don’t know what they don’t know. And Premier is here to provide that extra helping hand with the Guided Onboarding program. As part of this 3- to 5-week program, customers receive hands-on guidance, live check-ins, and channels to network with like-minded peers. 

Expert Coaching Sessions

Any fans of MasterClass out there? One of the great things about MasterClass is that you have a unique opportunity to learn from so many experts in their respective fields. Wondering how to cook like the culinary greats? Gordon Ramsay would be a solid choice. Maybe you want to learn how to sing and write like your favorite music icons? Alicia Keys would be perfect. Looking to shake the rust off of the old jumpshot? Sounds like you need the wisdom of Stephen Curry.

With Premier, you get your own Salesforce version of MasterClass. But instead of learning how to prepare the perfect Alaskan salmon, you’re learning how to set up a Service Cloud Console for your support organization. We call these learning opportunities Expert Coaching Sessions.

Working with more than 150,000 customers around the globe, we identified common challenges around several key themes: getting started, onboarding, adoption, governance, and automation, to name a few. We realized that customers were looking for personalized best practices and real recommendations in these areas beyond what was available online. 

Today’s Premier customers have access to over 260 of these targeted, outcome-driven engagements. And they are available across almost all of our Salesforce solutions.

Ready to sign up? Visit our Expert Coaching Catalog for a cloud-by-cloud list and links to detailed descriptions of each session, any requirements you’ll need, and instructions on how to attend.

Keep in mind that the catalog menu varies slightly depending on where you’re located. Please see the resources section at the bottom of this unit for the catalog, where you can find links to our additional language offerings. Premier customers may only consume one individual session at a time, per org, per Premier Plan.

Office Hours

What do you do if you have a question that requires a deeper understanding? Do you have a unique business challenge? Maybe you want to hear questions and business challenges from customers similar to you? Our Office Hours, also known as Ask an Expert, are the place for you.

These sessions allow our Premier and Signature customers to ask their adoption, best-practice, and how-to questions in a fun, interactive Q&A format. Our experts cover numerous Salesforce products and features, and get you answers in real time, often with live demos.

Ready to join the party? Check out the Customer Success Events calendar to sign up.

24/7/365 Phone and Online Support

Technical issues arise from time to time, and we’re ready to provide help when you need it. Premier customers have direct access to our global phone coverage 24 hours a day, 7 days a week, 365 days a year. To top that, we guarantee a 1-hour initial response for critical issues.

  • Business-critical deployment issues and business-impacting (as defined by the customer) performance degradations
  • Support Engineers join/host bridges until resolution
  • Fastest internal R&D investigation response times when escalation is required

Severity Level Severity Level Description Target Response Time
Signature Premier Standard
Level 1
Business stopping and no acceptable workaround. Imminent threat to key business or near term business milestones posing financial risk.

Plus, exclusive to Signature Success:
  • Business-critical deployment issues and business-impacting (as defined by the customer) performance degradations
  • Support Engineers join/host Bridges until resolution
  • Fastest Internal R&D Investigation Response Times when escalation is required

15 minutes

With issue updates every 30 mins

24x7x365

1 hour

24x7x365
2 days

Local Business Hours
Level 2
Key business impacting, no workaround 1 hour

24x7x365
2 hours

24x7x365
Level 3
Key business impacting with workaround, OR non-key business impacting no workaround
4 hours

Local Business Hours
Level 4 Non-key business impacting with workaround, OR not business impacting
8 hours

Local Business Hours

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 will ensure that the correct targeted response time is aligned to your business challenge.

Developer Support 

As a bonus, Premier customers also have access to Developer Support, a specialized team of support engineers who will help boost your 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
  • And more!

For a complete list of Developer Support tasks, click here to learn more.

Training Discounts

You read that correctly! As a Premier customer, you will receive a 25% discount off of Trailhead Academy public classes and bulk certifications.* This includes:

*Discount not valid on Salesforce Enablement Services, Private Workshops, or in-person Bootcamp events.

Premier also includes everything in our Standard Success Plan. 

Learn how to take advantage of these features from the Salesforce Premier Success Plan Resources.

Now that you’re an expert on all things Premier, you’re ready to take it to the next level with the Signature Success Plan.

Resources

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What’s in it for you?
  • Get personalized recommendations for your career goals
  • Practice your skills with hands-on challenges and quizzes
  • Track and share your progress with employers
  • Connect to mentorship and career opportunities