We are in the process of organizing and expanding this list as we work on more projects. This can be a good checklist to see you have yourself covered on services that are important for your organization.

L1

• Checking the tech support email (or via telecall or chat channels) and logging the case service cloud

• Preliminary investigation and troubleshooting using a user interface/ reproducing the issues

• Initial understanding and documentation of Root Cause Analysis (RCA)

• Closure of Cases if resolved or assignment of case to L2/L3 if not resolved.

• Handle and manage case queues and assignments.

• Activating / inactivating users

• Modifying Role Hierarchy

• Modifying stages and controls

• Assignment and Dedupe rules

• Adding and inactivating fields

• Adding validations and new page layouts

• Regular updates and patch management

• Training of users to improve adoption

• Bug resolution

• Reports and dashboards

• Keep an eye out on the health of the system and governor limits.

• Security monitoring

• Manage holiday Calendar

L2/ L3

• Further investigation of Cases – reproduce the issue, review the log files to trace the execution, query the database to understand the data changes done, review config and environment values, any potential impact due to recent changes released etc. and update the RCA.

• Mark as resolved if case is resolved else if code change that requires a new build is required to resolved the Cases, assign the Cases to L3

• Co-ordinate with third party vendors or partners (if any) and assign the L3 case to them (if it requires a fix at vendor end)

• Typically, configuration changes, production data requests such as backend ad-hoc reports, update production data, update screen, report or dashboard layout using configuration etc. will get closed at this level

• Replicate the issue, review the L2 team’s Root Cause Analysis (RCA), and update.

• Analyze and estimate efforts, developing changes/integrations based on business specifics.

• Assess the change’s impact and address integration-related defects/bugs.

• Code changes, test, deploy to SIT, UAT, and pre-production, then close cases if resolved.

• Implement one-time data update scripts to rectify anomalies caused by the underlying issue.

• Create data migration scripts for object schema changes if needed.

• Integrations with current tech stack, ERP and Bespoke applications

• Custom UIs

• Building or modifying custom applications or features on the Salesforce platform.

• Advanced bug resolution

• Resolving issues wrt to code quality and other system health related issues

• Providing advanced analytics services, including predictive analytics, AI implementations using Salesforce Einstein, and complex data visualizations.

• Strategic Consulting: Offering strategic advice on how to leverage Salesforce for business growth and transformation.

• Marketing Campaign management.

• Technical and Process Audits

Support Manager’s Role

• Lead and supervise a team of tech support specialists/help desk technicians.

• Prioritize incoming IT-related issues at the Help Desk, escalating when necessary.

• Assign tasks to tech support specialists based on workload and expertise.

• Analyse logs regularly to identify potential issues and proactively develop solutions.

• Make informed decisions swiftly, even with limited information.

• Follow up with customers/Customer-facing team to assess satisfaction with problem resolution; identify and address tech support problem areas if needed.

• Ensure continuous training for tech support staff, provide career guidance, and maintain training records.

• Coordinate and manage all relevant stakeholders, including support desk team, customers, and other involved teams.

• Ensure SLA management adherence and continuously track for improvements.