Salesforce support hardly solves anything,looks like it’s outsourced to cognizant. Most of them don’t even understand the question and copy-paste a generic response. What’s your experience so far with support team?

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Less than useful

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I would say get hold of their Program Architect or Success manager and ask exactly what details are you looking for and update the ticket and let them escalate it with proper channels.

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Program Architects don't work support tickets, and even if they did, that role has been eliminated in the US/most places.

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Pay premium for better support

smartfunny

Same.

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T2/T3 are typically onshore employees

Yes. the L1 support is outsourced to low-cost (usually low quality) providers

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