FAQ 2017-12-28T23:47:18+00:00

Frequently Asked Questions About Salesforce Managed Services

Get quick answers to common questions about our Salesforce managed services, benefits and guidelines.

We provide Salesforce expertise and services that most SMBs cannot match on their own, whether due to capabilities or the exorbitant cost of keeping someone in-house. We provide Salesforce services from help desk support to strategic advising and everything in between.

We remove the burden of Salesforce support, maintenance, and enhancements, from your shoulders. We make Salesforce work for you, not the other way around. You will have more time to focus on your innovations, employees, business and your bottom line. With us you free up your team and you have reliable support on hand, any time you need it. Best of all, you can easily scale consumption up and down, and its economically sound.

Once you sign on as a client, we setup support channels for you, which takes up to 24 hours. You can submit your first change requests, questions, or use any other part of our services immediately after.

If you sign on with one-year contract, we initiate the onboarding process which takes approximately 1-2 weeks, depending on the company size and your Salesforce environment. Part of the onboarding is complimentary assessment of your Salesforce org.

Please contact sales at 1-833-539-6633 or sales@keynodesolutions.com to learn more.

When you get a request to enhance or customize, have a question or issue, or need a hand to work with data, you submit a ticket to communicate with our Salesforce-certified support engineers. You can use any of our available support channels: portal, email, phone, or our Salesforce app. Tickets ensure our team get your request implemented rapidly.

You can also request a strategic advisory meeting with a Principal Consultant via the same channels. We recommend having these meetings at least once a year to make sure your Salesforce ecosystem is aligned with the strategy for your business and technology roadmap.

You’ll also receive relevant information and updates about new features from each Salesforce release, with our insight on how it can advance your business.

Our team also takes care of regular updates for AppExchange apps you have installed on Salesforce, making sure you are ahead of game and have everything running smoothly.

Yes! Your ability to scale is one of key benefits behind Salesforce managed services.

Because we’re a remote team, KeyNode Solutions can help your company, no matter where you are in the world. We are primarily focused on the United States and Canada, but can serve any location so long as you have English-speaking team members.

We’re proud to bring expertise to your business by having every employee Salesforce-certified, whether in tech support or sales department.

Yes, we are! KeyNode Solutions is an official Salesforce Consulting Partner.

Currently we provide support in English.

Yes! Bigger service plans come with bigger discounts. Learn more >

No. There are monthly plans without long term contracts available. One-year contracts, however, come with discounted pricing and additional benefits, including free initial assessment of your Salesforce org, unused hours rollover to the next month, and more.

No onboarding fees, no initial setup fee, and no other hidden fees.

We love listening to our customers’ voice and we are data-driven, so we made feedback a standard part of our work process: we offer you the ability to rate the support you received on every ticket and a follow-up survey. We want to be better for you!

Great! But does Salesforce work for you with full capacity? Have you ever wondered if you’re using all that Salesforce has to offer in the best way possible for your business and sales processes? Do you have a reliable resource that can give you a hand when new change requests come in or issues arise? What about taking care of AppExchange app updates or ways to make your business run more efficiently? We’re experts and we’re here to help.

We do offer one-time services, but monthly support plans work the best for clients. Although Salesforce is in the cloud, it requires maintenance and changes as your business changes. Even small preventive maintenance is always more efficient than a “fix-it” approach. Plus, our plans starts from as low as 10 hours per month.

Strategic advisory meetings are typically run by one of our Principal Consultants. We use this opportunity to learn about recent and upcoming changes in your business, and advise you on recommendations for your Salesforce ecosystem. We want to keep your Salesforce investment aligned with your technology roadmap, and what will work best for your business.

Requests are handled based on the requirements and regulations that your business complies with. You can setup a designated user in your Salesforce org for us, grant us login access to an existing account, or our specialists can make changes using remote support sessions. Remote sessions with screen sharing work best for support issues, so our Salesforce-certified support administrators can view the pages as you do.

Tickets are created for any type of support issue or enhancement request, but processes typically vary based on the request.

Support issue – always takes a higher priority:

  1. Our engineer gathers additional information if clarification needed.
  2. Our engineer communicates with the user a solution and plan to resolve the issue and gets approval from the user to move forward.
  3. Our engineer provides updates to the user regarding status of the ticket and activities being performed until completed, including if the ticket is escalated.
  4. Our engineer confirms with the user that issue has been resolved.
  5. The user receives a follow up survey to rate the support experience.

Enhancement request:

  1. Our engineer gathers additional information if clarification needed.
  2. Our engineer proposes one or multiple available solutions, gets approval from the user to move forward with one.
  3. Our engineer builds a solution in your Salesforce Sandbox.
  4. Our engineer presents the solution in your Sandbox environment and/or asks to confirm that your requirements are satisfied.
  5. After confirmed, our engineer deploys the changes to your Salesforce Production environment.
  6. Our engineer confirms with the user that your requested enhancements work in your Production environment as expected.
  7. The user receives a follow up survey to rate the support experience.
Absolutely! We provide Salesforce implementation, integration and development services as well. Learn more >

We offer all of our plans without contracts, and bill every month as long as you need our services. You have an option to sign-up for a one-year contract that comes with discounted pricing and additional benefits such as a free initial assessment of your Salesforce ecosystem, unused hours rollover to the next month, and more. One-year contracts are 100% risk-free: no fees for contract cancellation within 60-days.

Salesforce Managed works with companies of all sizes, but our most common customers are small to mid-size businesses. In working with small businesses, we are often a complete Salesforce solution for the company. In working with mid-size businesses, we usually take care of request surges, take over the Salesforce support function for business users or are on-hand as a safety net.

Salesforce Managed doesn’t get sick, take vacations or require benefits, and we generally cost less than a full-time Salesforce-certified specialist.

Yes, we do! You can pass along the word about our managed services and you will earn a revenue share. Learn more >