Customer – VS0

Engagement Model – Dedicated offshore support

Support since – 2017

Business Need

  • To provide Admin services for Custom Application software built on Force.com
  • Provisioning users in the Application ­­­­with appropriate roles, hierarchies and permissions
  • Import data into the Salesforce Application from other systems
  • secured access to data for Salesforce users and Guest users
  • Ensuring GDPR compliance
  • Regular refresh of the lower environment sandboxes
  • Validating security alerts and critical updates from Salesforce in the Application
  • Salesforce Data back up and restoration ­­­­­
  • Object Level configurations – Objects, tab, views, fields, page layouts, record types
  • Salesforce Built-In Automation – formula fields, validations, workflow rules

TenthPlanet’s process

  • All the Salesforce Admin requests are logged in using Remedy force
  • E Mail / skype for business / Mittel phone are the tools used for receiving the request
  • Requests are categorized based on severity and impact
  • Response time, resolution time defined for all the Admin requests
  • Triaging the request to the appropriate support group based on the request type

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