Support
This document outlines the support resources available to AANP staff for Salesforce-related issues, including vendor support, internal help desk services, and learning resources.
1. Salesforce Support
- Premier Success Plan: AANP has access to Salesforce’s Premier Success Plan, which provides 24/7 access to expert support, technical assistance, and best practices. Salesforce’s Success Managers will also assist in ensuring the smooth implementation and ongoing use of Salesforce.
2. Vendor Support (I2C)
- I2C Support: For the first three months after go-live, AANP’s Salesforce implementation partner, I2C, will provide dedicated support. This will help resolve any immediate issues or questions related to the system setup, customizations, and integrations.
3. Internal Help Desk
- Internal Help Desk: AANP’s IT team will continue to provide internal support for Salesforce, focusing on troubleshooting, resolving user issues, and training requests.
- Ticketing System: Internal service requests and IT support tickets will be managed through Service Cloud, ensuring streamlined processes for reporting and resolving issues.
4. Trailhead and Learning Resources
- Trailhead: Staff can continue their Salesforce education through Trailhead, where various learning paths and certifications are available. Internal guidance will encourage employees to complete recommended modules for their roles.