Requesting a Product Feature

Document created by 7c0530b8c4efdd5734ac0e37c02a18c0a98056cf on Jun 23, 2015Last modified by 7c0530b8c4efdd5734ac0e37c02a18c0a98056cf on Jun 23, 2015
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Ideas

  • Customers are encouraged to use the Ideas section on the community to share their ideas for new features or enhancements to the product.
  • The more "Likes" an idea gets, the more likely Marketo will add it to the product roadmap. Therefore, vote for ideas you like!
  • The Product Management team reviews ideas every week, and will add as many great ideas as possible.
  • Getting started in the Marketo Community - https://marketo.my.salesforce.com/articles/Article/Get-Started-with-Marketo-Community?popup=true

 

Request through Premier/Elite Support

  • Elite and Premier customers should discuss their business requirements with their named support engineers (NSE)
  • Support Engineers will work with subject matter experts (SME) to come up with solutions
  • Champion with Product Management for product enhancements
  • Depending on the nature of the issue, Product Management will review and come up with a plan
  • Support will communicate the plan to the customer

 

Situation Management

  • Customers can reach support management through the escalation process, and create a Situation Management case by directly emailing supportescalations@marketo.com
  • Customers should discuss with management about product enhancements and how critical the enhancements are for their business
  • Management will discuss with product management regarding the feasibility
  • Management will communicate back with a plan

 

Quarterly CS Roadmap discussion

  • CS teams should collect and prioritize feedback from teams
  • The Support team can send an email to Tier 3 to include an enhancement request in the roadmap discussion
  • CS functional leads to identify common themes, and prioritize across CS groups
  • PM/Engineering feedback will be captured during meetings in Smartsheet
  • All information can then be revisited ongoing as needed

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