Get Started Right.

Stay on the Path.

Get the Expertise You Need, When You Need It.

Welcome to your

Contacting Support

Accessing Online Training

Standard Quick Start

Help & Training Portal

Help & Training Portal is your home base

Contact Support

View Cases

Online Training

Knowledge Base

Documentation

And much more!

Help & Training Portal is your home base

Contact Support

View Cases

Online Training

Knowledge Base

Documentation

And much more!

Support

Contacting Support

Assigning Contacts

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 User Community

salesforcefoundation.org/help

I need:

features

local business hours

2-day responsetime “Getting Started”

online training

unlimited online resources

1-800-NOSOFTWARE

Features

Training, Knowledge, and Support for All

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

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

Phone support hours for CRITICAL issues ONLY.

US/Canada: 5:00 a.m. – 6:00 p.m. (PDT)

Europe/Middle-East: 8:00 a.m. – 6:00 p.m. (GMT)

Asia/Pacific: 8:00 a.m. – 5:00 p.m.

(Sydney time)

phone support availability

For a complete list of toll-free phone numbers, go to Help & Training, click Contact Support, click Call Us icon.

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

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

For security reasons, Standard support does not assist with password issues

For security reasons, Standard support does not assist with password issues

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

Training

Accessing Online Training

ways to use online training

EXPLOREFEATURES

TRAIN YOUR USERS

STAY RELEASE CURRENT

to take online training:

to take online training:

to take online training:

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.

View Data as a Chart or

Grid

Export: slice and dice how you view data

Six Standard Reports

Three Standard

Chart Types

using training analytics

Produce reports and charts to gain insight

into your organization-wide or user-specific

training consumption.

training and certification

Power of Us customers receive a 50% discount off salesforce.com instructor-led training classes.

Review the class catalogue on the salesforce.com website >

Customers who were trained by salesforce.com have 52% higher user

adoption rates

SuccessResources

salesforce.com

Help & Training

help and training portal

Knowledge Base Hundreds of articles,

constantly refreshed

anytime, anywhere resourcessalesforce.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

success.salesforce.com Learning Center, Answers, IdeaExchange,

Blogs, New Features, Events

Nonprofit Starter Pack resourceswww.salesforcefoundation.org/nonprofitstarterpack

https://groups.google.com/forum/?hl=en&fromgroups#!forum/nonprofit-starter-pack-users

www.salesforcefoundation.org/help#usergroups

join a nonprofit user group

www.salesforcefoundation.org/hechatter

join the HE Chatter community

need more help?

1-800-NOSOFTWARE

http://www.salesforce.com/services-training/customer-support/

Thank you!