Engagements recognized as Managed Services Engagement Definition Also Known As ■ User setup, management, and security Virtual/Remote Admin Administration ■ Configuration of standard/custom objects Org/User Management ■ Creation and management of workflows, validation rules, Process Builder System Admin Services ■ Data quality management and data loading Object Maintenance ■ First response to user questions and tickets Tier 1 Support Support Services ■ Issue resolution, including management of support requests to Salesforce First Line Support ■ Triage of client issues to determine applicability for Premier Support Helpdesk / Break-fix ■ Manage customer org updates aligned around Salesforce release cycles Change Management Release & Change ■ Feature prioritization and request management Feature Activation ■ Adoption and change management around new releases (including Services Continuous Improvement training) Developer & ■ Build, deploy and maintain code for any custom development needs Custom Development ■ Design, build and maintain system integrations Integration Monitoring Integration Services ■ Creation and management of business reports & dashboards / Analytics Reports & Dashboards Analytical Services ■ Data Science application and analysis Data Analytics AppExchange App ■ Recommendations on AppExchange apps App Installations ■ Management of ISV user licenses & apps App Maintenance Management