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Forward Looking Statements
This presentation contains forward-looking statements about, among other things, trend analyses and future events, future financial performance, anticipated growth, industry prospects, environmental,
social and governance goals, and the anticipated benefits of acquired companies. The achievement or success of the matters covered by such forward-looking statements involves risks, uncertainties and
assumptions. If any such risks or uncertainties materialize or if any of the assumptions prove incorrect, Salesforce’s results could differ materially from the results expressed or implied by these
forward-looking statements. The risks and uncertainties referred to above include those factors discussed in Salesforce’s reports filed from time to time with the Securities and Exchange Commission,
including, but not limited to: impact of, and actions we may take in response to, the COVID-19 pandemic, related public health measures and resulting economic downturn and market volatility; our
ability to maintain security levels and service performance meeting the expectations of our customers, and the resources and costs required to avoid unanticipated downtime and prevent, detect and
remediate performance degradation and security breaches; the expenses associated with our data centers and third-party infrastructure providers; our ability to secure additional data center capacity; our
reliance on third-party hardware, software and platform providers; the effect of evolving domestic and foreign government regulations, including those related to the provision of services on the Internet,
those related to accessing the Internet, and those addressing data privacy, cross-border data transfers and import and export controls; current and potential litigation involving us or our industry,
including litigation involving acquired entities such as Tableau Software, Inc. and Slack Technologies, Inc., and the resolution or settlement thereof; regulatory developments and regulatory investigations
involving us or affecting our industry; our ability to successfully introduce new services and product features, including any efforts to expand our services; the success of our strategy of acquiring or
making investments in complementary businesses, joint ventures, services, technologies and intellectual property rights; our ability to complete, on a timely basis or at all, announced transactions; our
ability to realize the benefits from acquisitions, strategic partnerships, joint ventures and investments, including our July 2021 acquisition of Slack Technologies, Inc., and successfully integrate acquired
businesses and technologies; our ability to compete in the markets in which we participate; the success of our business strategy and our plan to build our business, including our strategy to be a leading
provider of enterprise cloud computing applications and platforms; our ability to execute our business plans; our ability to continue to grow unearned revenue and remaining performance obligation; the
pace of change and innovation in enterprise cloud computing services; the seasonal nature of our sales cycles; our ability to limit customer attrition and costs related to those efforts; the success of our
international expansion strategy; the demands on our personnel and infrastructure resulting from significant growth in our customer base and operations, including as a result of acquisitions; our ability
to preserve our workplace culture, including as a result of our decisions regarding our current and future office environments or work-from-home policies; our dependency on the development and
maintenance of the infrastructure of the Internet; our real estate and office facilities strategy and related costs and uncertainties; fluctuations in, and our ability to predict, our operating results and cash
flows; the variability in our results arising from the accounting for term license revenue products; the performance and fair value of our investments in complementary businesses through our strategic
investment portfolio; the impact of future gains or losses from our strategic investment portfolio, including gains or losses from overall market conditions that may affect the publicly traded companies
within our strategic investment portfolio; our ability to protect our intellectual property rights; our ability to develop our brands; the impact of foreign currency exchange rate and interest rate fluctuations
on our results; the valuation of our deferred tax assets and the release of related valuation allowances; the potential availability of additional tax assets in the future; the impact of new accounting
pronouncements and tax laws; uncertainties affecting our ability to estimate our tax rate; uncertainties regarding our tax obligations in connection with potential jurisdictional transfers of intellectual
property, including the tax rate, the timing of the transfer and the value of such transferred intellectual property; uncertainties regarding the effect of general economic and market conditions; the impact
of geopolitical events; uncertainties regarding the impact of expensing stock options and other equity awards; the sufficiency of our capital resources; the ability to execute our Share Repurchase
Program; our ability to comply with our debt covenants and lease obligations; the impact of climate change, natural disasters and actual or threatened public health emergencies; and our ability to
achieve our aspirations, goals and projections related to our environmental, social and governance initiatives.

Updated: September 28, 2022

Agenda
01 Premier Success Plan Overview

02 Designated Contacts

03 Navigate the Salesforce Help Portal

04 Work with Salesforce Support

05 Best Practice Guidance

06 Resources to Continue Learning

Premier Success Plan
Overview
Fast Track Your Success Now with the
Premier Success Plan

Start off strong
Build a foundation for success with
easy and expert guidance
30%ROI¹

Boost productivity
Help your teams work smarter
200+
Hours reduced
with Salesforce expertise
troubleshooting

Focus on efficient growth

Innovate your business with tailored insights
and recommendations
Strategize with 3x
Faster automation

These numbers are reflective of a Customer Experience survey conducted by Salesforce in 2021.
How Premier Success Helps You
Address key customer challenges

Get help quickly when something goes wrong

24/7 support
1-hour response time for business-stopping issues
Chat support
Developer support

Best practices to help build it right the first time

Expert Coaching Sessions
Ask an Expert live events Customers with
Premier see 30%
more value from
Get the skills needed to be successful Salesforce
25% discount at Trailhead Academy annually
Designated Contacts
Designated Contacts (DCs)
Ensure your company can access Premier Success resources

Designated Contact permissions:

Contact Salesforce support
Requesting individual expert coaching sessions

Primary Designated Contact permissions:

Add other users as DCs
Control user access in the Salesforce Help portal

Resource: FAQ on Designated Contacts

 .
Demo: Designated Contacts (DCs)
Determine if you are a DC and add a new DC
Navigate the
Salesforce Help Portal
Salesforce Help Portal

Go to help.salesforce.com to gain
access to the following resources
and services:
• Technical support
• Self-guided resources
• Success events
• Expert Coaching
• Trailhead
• Trailblazer Community
Demo: Salesforce Help Portal
Find resources at help.salesforce.com
Work with Salesforce
Support
 Support Severity Levels

Severity 4 Severity 3 Severity 2 Severity 1

Medium (8 hours) High (4 hours) Urgent (2 hours) Critical (1 hour)

Regarding a routine System performance Major functionality is Critical production

technical issue issue impacted issue
Non-key business Key business impacting Key business impacting, Instance level, business
impacting with with workaround, OR no workaround. stopping with no
workaround, OR not non-key business acceptable workaround.
business impacting. impacting, no Imminent threat to key
workaround. business or near term
business milestones
posing financial risk.
Phone only.
Support Channels

Live Chat Online Case Phone

 Chat Support
The fastest way to get answers

Availability: 24 hrs/day x 5 days/week

Designated Contacts have access

Products supported:
• Sales Cloud
• Service Cloud
• Platform
• Experience Cloud
• Industry Cloud
• Marketing Cloud
• Account Engagement

Issues not resolved through chat will automatically be converted into a Support case.
 Online Case Submission
Access to support engineers 24x7

Availability: 24 hrs/day x 7 days/week

Designated Contacts have access

Attach files or screenshots for clarity

Recommended categories for speed and simplicity
Two ways to start:
• Within your Salesforce org
• Directly on the Salesforce Help portal
 Phone Support
Time zones, languages, and phone numbers

EST / NYC GMT / London AEDT / Sydney JST / Tokyo

24/7
8 AM - 8 PM 8 AM - 6 PM 8 AM - 8 PM 9 AM - 6 PM

English Spanish German Mandarin Japanese

Portuguese French Cantonese

Italian Korean

Spanish Japanese

Dutch

Portuguese

See phone numbers and more details for Salesforce Customer Support.
Demo: Submit a Support Case

Resource: How to Create a Case on Salesforce Help

How To Submit a Support Case - Videos

How to Submit a Support Case

5 Steps to Faster Care Resolution

How to Choose the Severity Level

of Your Support Case

How to Grant Login Access to

Support

Knowledge Article: Submit or Update a Case with Salesforce Support

Developer Support
Maximize developer productivity

Developer support provides:

Troubleshooting for error messages

Analyzing, debugging, and

recommendations for 200 lines or less of
Apex and/or Visualforce code

Best practice guidance for creating

Force.com Code (Apex) and Force.com
Pages (Visualforce)

Learn More about Developer Support!

Submit a Developer Support Case
Salesforce recommends using online case submission for all developer support requests.

Log in to the Salesforce Help portal, After entering your Subject and Description, enter the
1 click on the Contact Support 2 appropriate Product, then select Developer Support as
button, and select Create a Case. the Topic. Follow the prompts to submit your case.
Best Practice
Guidance
Expert Coaching Sessions
Specialized engagements designed to help you get more value from Salesforce products

Available Formats

● Videos
Recorded expert coaching sessions that
give you the flexibility to learn at your
own pace and on your own schedule.
Available to all customers.

Webinar Sessions
●

One-hour engagements on a specific

Topics include onboarding, implementation, topic.
how-to, data quality, analytics, and more.
Premier and Signature Success
Plan customers can request an
● Individual Sessions
Explore all of the expert coaching session individual follow-up session
offerings by visiting the Expert Coaching after attending a webinar or Personalized sessions with Salesforce
Session (Accelerator) Catalog. viewing a video. experts to help you overcome obstacles
and drive long-term success.

Requires Premier or Signature Success Plan

Demo: Sign Up for Expert Coaching
Success Events Calendar
Sign up for webinars and Ask an Expert calls

Log in to the Salesforce Help Or, on the homepage of the Salesforce Help portal scroll
1 portal and navigate to Contact 2 down to the Resources section and select Events.
Support. Select Webinars under
the Other Resources header.
Success Events Calendar
Sign up for webinars and Ask an Expert Live Events

From the webinar overview page, use the filters

3 to find the event you want and click Register for
Event.
Ask an Expert Live Events
Talk with Salesforce experts and learn
from your peers. Join us as we answer
adoption, best-practice, and how-to
questions live! Available to Premier and
Signature Success Plan customers.

Register for an Ask an Expert session

Ask a Sales Cloud Expert, Ask a Service Cloud

Expert, Ask a Marketing Cloud Expert, Ask a
Change Management Expert, and more!
Resources to
Continue Learning
Trailblazer Community
The Trailblazer Community can be
found on the Home tab in the
Salesforce Help portal.

Get answers, access resources, find

events, collaborate with your peers,
share ideas, and stay up to date on
known issues.

Join the conversation today!

trailblazers.salesforce.com
Trailhead
Access Trailhead by clicking on the
tile in the Salesforce Help portal or by
going directly to Trailhead.

Learn more about all the Salesforce

Success Plans in the Salesforce
Success Plans Trailhead module.
 25%
Premier
Build and Validate Expertise for Less Discount

25% discount on Trailhead Academy, classes, and bulk certifications

Expert-Led Learning Credentials

Virtual and In-Person Trailhead Virtual Certification Bulk Certification

Public Classes Bootcamps Prep Vouchers
In-depth learning for every 30-day prescriptive program Focused study sessions Discounted exam vouchers
Cloud, role, and level with outcome-based aligned to certification exam to help get your teams
learning objectives certified

*Not applicable to Salesforce Enablement Services, Private Workshops, or in-person Bootcamp events
Thank you