Providing hypercare and managing production support

The period after user training is key and fragile. As such, a heightened level of support is required to be able to quickly respond to questions and issues faced by end users. That phase is called hypercare – let’s dive into it!

Providing hypercare

Hypercare is a phase in your Salesforce project as much as it is a capability.

Let’s break the capability into its parts:

• The hypercare process: When your users begin working in Salesforce, they may get stuck, face issues, and require further assistance beyond the training and training materials you have provided. Be sure to communicate the process your users should follow to get help. It may be similar to the process you used for SIT and UAT, so use that as a starting point.
  • Depending on your setup and available resources, you need to determine what levels are involved in your hypercare process. Ask your end users to state the priority/severity when...