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What is Salesforce Support

As you have likely already discovered, the Salesforce universe is powerful but layered. Each sales and marketing platform brings unique challenges to your team that can be difficult to navigate without a guide.

Even with the plethora of online resources in the Salesforce community such as the Knowledge Base and Trailhead, there is still a compelling need for a support service.

A Salesforce support service is your guide to maintaining an efficient and issue-free CRM or marketing automation platform. This is a lifeline with an expert team that is with you every step of the way in your Salesforce journey, ensuring that you are well-equipped to take on your sales and marketing challenges.

Salesforce support is designed to accelerate and achieve your business objectives by providing you with an extra line of defense in case things break down.

Call it an insurance policy, contingency plan, or whatever you may, you will want to make sure you can protect your investment and keep your sales engine steaming along.

Glossary of Terms

To fully understand Salesforce support you will need to know some of the buzzwords and key terms used in the Salesforce support world.

TermDefinition
Support CaseSimilar to a support ticket. The support case is the description of your issue you will submit to Salesforce support. The support case helps Salesforce support classify your issue so they know which support technicians to send it to, and also saves your spot in line. Your case will be prioritized based on severity level and time it was submitted.
TrailheadInteractive way for users to learn how to use Salesforce.com platforms. It’s a series of online tutorials with readings, quizzes, and practices called “trails” that coach you on specific features.
Trailblazer CommunitySalesforce Community forums for platform users to ask questions, get tips, share knowledge, and connect with other community members.
Admin AssistCertified experts that work with your designated contacts to complete level 4 support cases.
Level 1 Support – Front Line BasicAllows you to mitigate lower priority problems on your platform free of cost. Most issues solved at this level are basic help-desk requests and customer issues that can be solved by lower level technical personnel. This support level comes standard with your Salesforce subscription.
Level 2 Support – Advanced LevelSupport reps at this level are more knowledgeable on their products and capable of providing administrative support and technical troubleshooting. Level 2 Salesforce support reps should be able to validate what the issue is and provide steps to solve the problem.
Level 3 Support – Backend DevelopmentThis is the highest tier of technical support, technicians at this tier are responsible for the most advanced technical issues. They’re responsible for helping level 1-2 reps identify problems and also developing new solutions to new or unknown issues. Expert-level troubleshooting
Issue Severity level 1 – CriticalMakes up 2-3% of issues Salesforce customers run into. Support cases classified as level 1 severity get passed off to a support technician immediately. In order to classify, the support case must describe a critical issue affecting all users and production. This includes system unavailability and data integrity issues with no workaround available.
Issue Severity level 2 – UrgentMakes up 7-8% of Salesforce issues. To classify as level 2 your issue must affect many users, affect a major functionality of the platform, must have degraded performance, no workaround available, and be time-sensitive.
Issue Severity level 3 – HighMakes up 20% of Salesforce issues. To classify as a level 3 issue it must be a system performance issue or bug affecting some users and have a non-scalable workaround.
Issue Severity level 4 – MediumMakes up 70% of issues Salesforce customers run into. Level 4 issues are things like information requests on the applications capabilities, navigation, installation, or configuration. Also may include bugs affecting small number of users. Admin assist cases are severity level 4.
STRSteps to repeat. A list of steps for a support representative to recreate the moment your issue occurred. Usually includes a clickstream description.
ClickstreamSeries of mouse clicks made while using a website or application
Onshore SupportSupport representatives are located on the main-land or in the same region as the company needing support. Highly skilled labor with little to no language or cultural barrier.
Offshore SupportSupport representatives are located in a foreign country, they most likely have a different laguage and culture resulting in a barrier that can potentially make communication difficult. Usually lower cost.
Multi-channel SupportSupport plans that gives options for communication. Support representatives can be contacted through a multitude of channels (email, chat, call, text,  social media, etc.)
BasecampProject management and team communications software used by LearningCurv support to have real-time conversations with clients requesting support.

When You Need Salesforce Support

Having a dedicated team of experts that can help you work through your platform roadblocks can help you mitigate problems and drive positive ROI.

Some common problems you may face in the Salesforce ecosystem:

  • Third-party app recommendations
  • Visibility / Access – who can see what? How to limit security issues while avoiding access to roadblocks.
  • Troubleshooting errors in importing and automated processes
  • General platform capabilities and limitations
  • Key metric reporting
  • Sync errors between Pardot and Salesforce CRM

Instead of spending your team’s precious time and resources to try to alleviate the issue, you could be outsourcing the problem-solving to a team of dedicated experts.

The Ultimate Guide to Salesforce Support

Download our expert-created guide to navigate the murky waters of Salesforce Support

Want to Learn about Ongoing Support?

Tim Edwards
Author:
Tim Edwards founded LearningCurv to help business professionals learn and master their Salesforce platform, effectively driving ROI. He brings 20 years of work as a Sales Executive and Salesforce Administrator.