Follow Salesforce’s traditional naming convention — Marketing Cloud, Sales Cloud, Service Cloud, etc. — and you might assume Success Cloud is a platform designed to help your company’s success team track and report on vital information. Maybe it features a few unique standard objects, like Accolades and Awards.
In reality, Success Cloud isn’t quite like its similarly named cousins — it isn’t a product built around a particular function of your business. Instead, Success Cloud is essentially a suite of resources meant to help users get the most of Salesforce, no matter the particular products their company might be using.
To help clear up some confusion, we wanted to put together a quick guide on what those resources are. Take a look.
Success Cloud’s Always On Resources
Salesforce divides the resources available in Success Cloud into a few different categories, the first being “Always On Resources.” You can think of these as do-it-yourself tools — they’re available out of the box for all Salesforce users.
- Trailhead: Trailhead is Salesforce’s interactive learning platform, offering “trails” (think classes) on everything from Marketing Cloud products to advanced developer techniques. Users of all types and with all levels of experience can leverage Trailhead to learn specific skills that will help them use Salesforce more efficiently and perform their jobs better.
- Trailblazer Community: In the Salesforce vernacular, a “Trailblazer” is a Salesforce user who also happens to be a learner, a leader and a difference-maker. The Trailblazer Community allows you to connect with these experts to join user groups and ask questions.
- Help Portal: If you’re not in the mood to complete a trail or pose a question to the community, the Salesforce help portal — which offers helpful product documentation, videos and walk-throughs — could be the right answer. Think of it as an online user manual.
Success Cloud’s Adoption and Advisory Services
Salesforce users looking for more than DIY tools can choose to opt in to a Success Cloud Premier Plan, which unlocks a new tier of personalized resources. These resources offer “more help and guidance on adoption, productivity, fixing and preventing problems, and optimizing your use of Salesforce.”
- Premier Support: The Premier Success Plan earns you faster access to experts, sending your case straight to a Tier 2 support agent. You can submit a case by phone, through the Help Portal or via live chat.
- Developer Support: Another key aspect of the Premier Success Plan, Developer Support gives you access to support agents who can “give you best practices for Apex code, Visualforce pages, Lightning components and [Salesforce] APIs,” as well as review error messages and lines of code.
- Success Managers: Armed with “real-world Salesforce administration or consulting experience,” a Success Manager’s job is to know how to help. Whether you’re looking at a new feature in a product you’ve already purchased or a new platform entirely, a Success Manager will be able to help guide you to the right solution.
- Accelerators: “Accelerators are 1-on-1 expert consultations that focus on some of your most pressing business challenges” — across all Salesforce products. These engagements last a number of hours spread across a span of weeks. A full catalogue of available accelerators can be found here.
- Admin Assist: Not a standard part of the Premier Success Plan — instead, it’s an optional upgrade — Admin Assist gives you access to experts who can help with the kinds of tasks normally expected from an in-house admin, including creating dashboards, building workflow rules and more.
Success Cloud is designed to help you get the most out of Salesforce. If you know you’ve got issues or a particular improvement you’d like to make, using the resources listed above is a great idea.
If you’re not sure whether you’re getting the most out of Salesforce, however, try taking this 3 minute Salesforce evaluation. Depending on your answers, you could qualify for a free hour-long conversation with a Salesforce expert.
