/Customer Success FAQs
Customer Success FAQs 2017-11-08T19:09:08+00:00

Customer Success Frequently Asked Questions

Your subscription to TechCanary includes the following:

  • Access to the TechCanary Application
  • Access to the Support Team
  • Access to Group Training Webinars
  • Access to all services offered by TechCanaryU, including our popular Office Hours

Your subscription does not include the following:

  • One-on-One Training Sessions*
  • Custom Development to the Application*
  • Setup & Support for Third-Party Apps on the AppExchange

*Available to purchase through TechCanary. Contact your Account Exec for more information.

  • Visit login.salesforce.com from any web browser
    • Enter your Username and Password
    • Click Log In to continue
    • Slow clap, you did it!
  • Visit login.salesforce.com from any web browser
    • Click on the ‘Forgot Your Password?’ link
    • Enter your Username
    • Click Continue
    • Follow the on-screen instructions
    • Fear no more! You’ll be in TechCanary soon!

You can submit a support case one of three easy ways. All cases will receive a response within one (1) business day.

No worries! We’ll get ya there. Just follow the instructions below based on your TechCanary package. Here we go!

Salesforce Classic

  • At the top of any Salesforce page, click the down arrow next to your name. From the menu
    under your name, select Setup or My Settings, whichever one appears.
  • Follow the appropriate path listed depending on your selection to grant login access:
    • If you selected My Settings, select Personal >> Grant Account Login Access
    • If you selected Setup, select My Personal Information >> Grant Login Access
  • Select the length of time you’d like to grant login access to TechCanary Support from the
    pick list
  • Click Save

Lightning Experience

  • At the top of any Salesforce page, click your avatar/icon in the upper right. From the menu,
    select Settings.
  • From the left pane, select Grant Account Login Access to grant login access
  • Select the length of time you’d like to grant login access to TechCanary Support from the
    pick list
  • Click Save

Note: If an administrator, support representative, or publisher makes setup changes using your login,
the setup audit trail lists those changes, including the username of the delegate user who made the
changes

Need another user? Easy peasy! Follow the instructions listed below.

  • From the Org, click on Request Additional Users on the left-hand sidebar of any Salesforce page, and
    • Follow the on-screen instructions; or
  • Email support@techcanary.com with your request to include:
    • Company Name,
    • Number of Additional Users, and
    • Date Additional Users Needed*

*Note: additional users can take 24-48 hours to provision in your org and are not immediately available. Please plan accordingly.

Customer Support is available as follows and all cases will be responded to within one (1) business day:

  • Monday – Friday, 8am to 6pm Central Standard Time
  • Excluding the following holidays:
    • New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Friday after Thanksgiving, Christmas Eve, Christmas Day

**Holidays that fall on a Saturday will be observed (offices closed) on the preceding Friday while those that fall on a Sunday will be observed the following Monday. For 2017, Christmas Eve will be observed on Tuesday, December 26

The AppExchange is the world’s leading business app marketplace where you can browse and download apps customized for Salesforce. The majority of apps can be integrated with TechCanary to provide you a richer experience and maximize your success as a company.

Salesforce is huge, don’t we know it? So how do you navigate the alphabet soup that is their terminology? Luckily, Salesforce created a nifty difty Glossary of terms, which can be found here. In addition to their glossary, we’re gonna help you out a little with some of the basic terms and definitions you’ll need to make the most out of your TechCanary experience.

Field

  • The separate details that are stored within a Record
  • For a Contact, a Field would be the First Name, Last Name, Phone, Email
  • For a Policy, a Field would be the Policy Number, Effective Date, Producer
  • For example, if using an electronic spreadsheet, this would be each column listed on a sheet

Lightning Experience

  • The new, modern user interface for Salesforce
  • Users can switch between Classic and Lightning on the fly

Object

  • The object is the overall definition of the type of information you are storing
  • Examples: Contacts, Insurance Quotes, Policies, Carriers, Producers
  • For example, if using an electronic spreadsheet, this would be each sheet contained within a workbook

Page Layout

  • Different Layouts that are within an Object and are related to a Record Type
  • This allows each Record Type to have different Fields and Related Lists for a specific set of details
  • Personal Auto Page Layout would have different options than a Workers’ Compensation Page Layout

Production Org

  • This is the main database/application where you will be logging in day-to-day to conduct your business
  • Usually referred to as the ‘Org’ or ‘Prod’

Record

  • The specific instance of data that is stored within an Object
  • A single Contact, Insurance Quote, Policy, Carrier or Producer
  • For example, in an electronic spreadsheet, this would be a separate row within the sheet

Record Type

  • Different types of Records that are within the same Object used to differentiate data types
  • Contact examples: Insured, Underwriter, Certificate Holder, Producer
  • Policy examples: Personal Auto, Homeowners, Workers’ Compensation, Business Owners
  • Producer Examples: External or Internal

Related List

  • A specific Object that is related to another Object that forms a sortable list of Records
  • An example of Related Lists for a Contact are the Activities, Notes, Insurance Quotes, Policies, etc.
  • An example of Related Lists for a Policy are the Insureds, Vehicles, Properties, Coverages, Commission Transactions, etc.
  • An example of Related Lists for a Carrier are the Carrier Products, Underwriters, Commission Statements, etc.

Salesforce Classic

  • The traditional user interface for Salesforce
  • Users can switch between Classic and Lightning on the fly

Sandbox

  • Used for testing updates and configuration changes to the Org
  • “Play in the Sandbox” without breaking any real data
  • Once changes have been verified, they can be pushed to the Production Org from the Sandbox

Spinning the Org

  • This is the process of creating and configuring the application when purchasing from TechCanary

System Administrator

  • This is the main User responsible for setup, maintenance, and configurations to the application

Tab

  • The icon for a specific Object or page to allow a User to access information from the User Interface