5 Reasons Why Salesforce Help Will Revolutionize the Partner Support Experience

Sometimes it’s difficult to ask for help. Maybe you’re unsure of your question, who to ask, or where to find answers, but asking can be a frustrating and time-consuming problem to solve.

At Salesforce, we believe that when our partners are successful, we’re successful. That means we’re constantly asking ourselves: how can we help our partners achieve more? In evaluating our support process and incorporating partner feedback, we recognized the best way to do this was to give our partners the exact same support experience we give to customers — Salesforce Help.

The new Salesforce Help on Experience Cloud provides a simplified and seamless partner support experience, helping revolutionize how partners can solve technology and business challenges and further success for customers. This new support experience streamlines the process of asking for help, accelerates problem-solving, and provides the best support expert for each partner’s challenge. Less time problem-solving means more time building innovative solutions!

At this point you’re probably thinking: “yeah this all sounds great, but how does this work?”

1. The Whole Enchilada

When it comes to support needs, Salesforce Help is the whole enchilada. This means that cases can be logged, viewed, and managed all in one place. Partners no longer have to sign in to multiple portals to log and keep track of all their cases. All partner orgs can be connected through Salesforce Help so partners can smoothly transition from requesting support for themselves to requesting support for a customer.

2. Three-Click Support

From the homepage of the Partner Community, it only takes three clicks to go from having a problem to having a problem addressed by an expert. This new, user-friendly interface for partners makes asking for support a quick and seamless process.

3. Reduced, Dynamic Topic List

Looking for solutions in all the wrong places? Salesforce Help’s dynamic search function makes it easier to select the most relevant support topic for a particular challenge. Previously, partners were driven to a page that listed more than 100 different support topics as choices. The list of options has been decreased to 30, and now partners can simply begin to type the keywords of their question to find the right topic.

4. Best Support Expert

The refined list of topics also means partners can be directed to a Salesforce expert who specializes in their exact challenge. These experts are able to provide the best support available quickly, for a speedier resolution.

5. Same Support Experience as Customers

It bears repeating that our partners deserve the best, just like our customers. We’re excited to now provide both the same tried and true support experience. We hope this helps partners build upon their success, ultimately allowing them to better serve their customers.

What Does Requesting Support on Salesforce Help Actually Look Like?

Let’s say you’re a partner who has gone through the process of building and refining your application. You’re ready to list it, but you’re receiving an error message and can’t figure out why you’re unable to register your app on AppExchange.

Your first step will be to log in to the Partner Community. Since you’re consistently checking out the Partner Community for news, updates, and collaboration, you’re already logged in. Great!

Your next step will be to click the new “?” icon in the top right corner and select “Log a Case for Help.”

This will bring you to Salesforce Help! You’ll be given the option to categorize your support need under either Partner Program Support or Product or Technical Support. Since this is a technical question, select Product or Technical Support.

All that’s left now is to log your case! (Aren’t you relieved to be brought to a simple form rather than a page with more than 100 support topics to choose from?) Start typing “listing” into the search box and “AppExchange Listing Issues or Errors” pops up. You select that topic, type in the details of the issue, your timezone, and the severity of the problem.

The next day, you’ll be contacted by an ISV Partner Ops expert who provides a resolution and helps list your app on AppExchange. Hooray!

Maybe your next challenge is not a technical issue, but simply a need for more information about a partner benefit. You’ve scoured the Partner Community and searched for more information about creating your Partner Business Org, but you’re coming up empty. No fear! At the bottom of your search results, you’ll see the option to “Create a Case”.

This brings you to the same page as before, and asks you to choose between Partner Program Support or Product or Technical Support. This time choose Partner Program Support, since this question is about a benefit.

Then go on to creating a case in the same form you used to create a case for your technical issue. Begin typing and the topic “Demo & Partner Business Orgs” pops up. Bingo! Select your topic and fill out the rest of the form. Shortly afterwards, you’ll be contacted by of an expert from the Partner Tech Ops team who’ll be able to walk you through the process of setting up for Partner Business Org and direct you to the informative content you were looking for on the Partner Community. Woohoo!

These were just two examples of how Salesforce Help will improve the partner support experience.

Curious to learn more about Salesforce Help? Take a look at our Partner FAQs.