Train your usersAdoption Lounge

Diana Carter

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This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.

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Diana CarterSuccess Manager

AgendaYour objectives

A four stage approach

Train your project team

Key takeaways

Poll: How many end users do you have in your organization?

Poll: How many Salesforce project team members do you have?

Poll: What do you want to get out of this session?

Feel free to share your comments in the Questions widget

Training as an integral part of change managementShould address ‘What’s in it for me?’ for users

Activities to identify and prepare users for new ways

of working

Targeted, compelling messaging that drives

awareness and understanding

Role-based system and process education to support initial deployment and future

training needs

Leadership alignment and stakeholder commitment

to project objectives

OWNERSHIP & SUSTAINABILITY

ALIGNMENT & READINESS

AWARENESS & ENGAGEMENT

SKILLS & ABILITIES

Stakeholder management

Business Readiness Communication Training

A staged approach to training

DesignDesign the overall training strategy

Develop

Develop the curriculum and content

DeliverDeliver training for all end-users

MeasureMeasure results

against objectives

Stage 1: DesignObjective: To analyze the training requirements and develop the overall training strategy

Education Architect or Training Lead, Project team lead, business stakeholdersPartner or internal team? Who?

What?

Business objectives, audience, learning objectives, training requirements, timeline and dates, constraints, key success metrics

How?

Education Solution Plan : includes high-level curriculum, training delivery method (train the trainer or train the user), training materials format, training schedule/location, post-training support

When?Considerations

Approval and sign-offDevelop from the beginning

Design

Stage 2: DevelopObjective: To develop clear, concise, easy-to-understand and relevant training material

Application walk-throughs Process documentation Day-in-the-life interviewsPremier training catalog / customizable end-user training storyboards and scriptsExisting training material

Who?

What?How?

Considerations

Develop

Curriculum developer, subject matter experts, project team

Curriculum design matrix, training guides, quick reference cards, presentation slides, videos, e-learning

Early involvement with project teamSet a feedback, review and approval scheduleFocus on benefits, WIIFMs and process rather than feature trainingWaterfall or Agile development

Curriculum design matrix

Project Background & Context Sales Rep Sales Manager Sales Director

What is the Salesforce project? What are its business goals and objectives? X X X

Recognize What’s in it for me?

How does this make my job easier? X X X

How will this make the job easier for our Partners and Distributors? X X X

Module 1: Getting Started with Salesforce

Introduction and key learning points X X X

Logging in , Navigating home page X X X

Navigation: Sales console X X

Managing a deal from end to end X

Reporting: real time insights into the sales pipeline X X X

Example

Training Guide - Examples

Introduction: Remind users of ‘What’s in it for me?’ of Salesforce

Structure around ‘day in the life’ scenarios

Key questions to addressHow can I use reports and dashboards to manage my activities more effectively?

Where I can get help post go-live?Who can I share my suggestions for improvement of the platform?

Quick Reference GuideSupporting users precisely when they need it

Reminders of key fields and definitions

Concise step-by-step instructions on how to handle the most common business scenarios.

Create a library of 1-2 minute demos illustrating scenarios

Incorporate into post go-live refresher communications

Stage 3: DeliverObjective: To deliver focused, relevant, and engaging training

Who?

FormatsHow?

Considerations

Deliver

Instructor, management / super-user

End-user, train-the-trainer, executive, new hire, refresher/new featureFormats: instructor-led (classroom or virtual), self-paced e-learning

Sample agendas: 1 hour for virtual training1 day for classroom (end users), 0.5 day for management3-day train-the-trainerAttendees: 8-15 maxSend logins in advanceFloater/helper

Training delivery date – close to go-live so learning is freshExecutive kick-offTraining environment: sandbox (full-copy data) vs. production

Target

Ado

ptio

n

Time

Learning Curve Forgetting Curve

Phase 1 Phase 2

Sustain adoption

Training doesn’t stop with delivery. Ongoing activities are key to drive adoption and maximise your ROI from Salesforce.

Key activitiesEnsure your support channels are set up.

Collect feedback from users.

Track record creation and data entry.

Anticipate the forgetting curve!

Go Live

Stage 4: MeasureObjective: Assess learning and program success and identify opportunities for enhancement/improvement

Instructor, training lead

In-session quiz to assess learningPost-training survey to assess delivery/materialsPost-training call-to-action

AppExchange, Chatter group

Adoption and performance dashboards (CRM, Clean Your Room)

Refresh/Reinforce: webinars, Q&A and feedback sessions, clinics, office hours, email communications

Chatter training groupWho?

What?How?

When?Considerations

Measure

Identify user adoption metricsAdoption, effective adoption, business performance

Operational and business performance indicators

“What impact on operational performance and business value creation?”

Measure of operational improvement and business benefits

Examples: Customer satisfaction scores, lead conversion rates, sales cycle duration,

support case response time, revenue generation

Indicators of effective adoption

“Is Salesforce used in the right way to generate the expected results?”

Measure of quality and completeness of inputs / outputs

Examples: data quality scores, % of open opportunities with close date in the past

Adoption indicators

“Is Salesforce being used?”

Measure of usage of Salesforce (scope and frequency)

Examples: % of agents connected each week, number of opportunities with activities

in the last 30 days, number of users with opportunity teams set up

Business performance

indicators

Indicators of effective adoption

Indicators of adoption

Leverage adoption data to guide follow-up training and support

Clean your room

Free AppExchange packs to track sales activity, data quality and user adoption

Data Quality

User Adoption

Training your project team

ConnectLearn Earn

How to build your in-house Salesforce expertise?

Trailhead: the fun way to learn SalesforceTest your knowledge with quizzes and hands-on challenges

trailhead.salesforce.com

Challenges Points Badges and Superbadges

Guide your team through their Salesforce journey with Trailhead TrackerPromote a learning culture in your organization

sfdc.co/TrailheadTracker

Tailor your onboarding and training programmes by assigning relevant badges to your teams.Track your team’s progress.

Create personalized learning paths with TrailmixCreate trails tailored to each role

Discover trails created by other Trailblazers

Eg. Prepare for a certification, Salesforce for non-profits

Create your own TrailmixSalesforce functionality, leadership, management best practices, software development methodologies

Energize your learning culture with myTrailheadCreate your own Trailhead modules

Check out the video | Read the blog | FAQ

Customize your content

Make training more fun

Support your users

Foster a learning culture

Available in H2 2018.

Get ready by following the trail on writing a Trailhead module.

Interactive classes: Project / IT Team enablement

DEV-4025 Days

Building Applications with Force.com

ADM-2114 Days

Administration Essentials for

Experienced Admins

ADM-2511 Day

Sales Cloud Administration

ADM-261 2 Days

Service Cloud Administration

STR-3013 Days

Implementing a Reporting Strategy for

the Sales Cloud

STR-1013 Days

Salesforce Fundamentals: What’s

Possible

Project Managers Consultants

Business owners

Administrators Cloud Experts Point and click developers Developers I & II

DEV-5024 Days

Integrating with Force.com

ADM-2315 Days

Intro to OOP with Apex

DEV-6015 Days

Programming Lightning Components

RPT-1011 Day

Reporting Fundamentals

ADM-2015 Days

Administration Essentials for New

Admins

ANC 3013 Days

Working with Wave Analytics

ADX-2015 Days

Administration Essentials for new Admins in lightning

ADM-2015 Days

Administration Essentials for New

Admins

DEV-4505 Days

Programmatic Development Using Apex & Visualforce

DEV-4025 Days

Building Applications with Force.com

Interactive classes: Product experts enablement

CRT-1502 days

Certification preparation for Pardot

Specialist

SS-1011 Day

Social Studio

SLS-1011 day

Sales Cloud Training for Sales

Sales Marketing

CRT -1605 Days (3 hours/day)

Certification preparation for Pardot

Consultant

EEB-1014 days

Email Essentials

JB-1011 day

Journey Builder

SLS-2011 day

Sales Cloud Training for Managers using

Lightening

Pardot

RPX-1011 Day

Reporting Fundamentals in

Lightning Experience

SVC-1012 days

Service Cloud Essentials for agents

SVC-3011/2 Day

Service Cloud essentials for

Executives

Service

ANC-1011 day

Mobile and desktop analytics in Wave

ANC-2011 Day

Building lenses, DBs, and Apps in Wave

Analytics

FSL-2013 days

Field Service Lightning

SVC-2012 Days

Service Cloud essentials for

Managers

Certification paths by role

Collaboration with project / change management team

Salesforce: Custom Training

Change org Design and build

Deliver and deploy SupportTrain the

trainerDiscover and

Analyze

Business goals

Comms

Audience / Analysis of roles and training requirements

Develop ‘day in the life’ contentDemo videos and e-learning on key processes

Train the trainer

Onboarding local trainers

End user training

Post trainingEnd user Webinars

Chatter communities

Define measures of training success

Training program management

Assistance at every step of your adoption path

Developing a training plan for a major insurance company Project team: 150 people, multiple locations

150 people in the project and business process teamsAn internal leader / advisorSelf study with Trailhead and videos

Coaching and individual support

and / or

Interactive classes Private workshops

In 3 months:

● 5 Rangers● 1800 badges

● 3 Admin certifications

Videos

Training plan deep diveSkills development plan by business user / admin

Introduce Consolidate Extend

Business user

Admin role Videos

Trailhead Modules

Targeted Trailhead modulesSandboxes - exercisesBadges & Superbadges

Time = f (Complexity)

Coaching / Interactive classes

Connect with the Trailblazer Community

Engage directly with Salesforce experts.

Hear from MVPs and other customers.

Access all you need to achieve success:• Content and resources• Circles of Success and webinars

Join the conversation!

Release Readiness

Getting Started

Lightning Now

Premier Central

Join the Trailblazer Community today!

salesforce.com/successFind a group

Conclusion

Key takeaways

✓ Start designing your training early on

✓ Position training as part of change management

✓ Leverage Trailhead e-learning: users advance at their own pace, anywhere○ Above all for the Salesforce project team

✓ Make your training fun and varied○ Create a healthy competitive dynamic (celebrate the Trailhead Rangers!)

And don’t forget….

✓ Users need to be supported during and after initial training○ Training as an ongoing process

✓ Include in-person sessions

✓ Get management buy-in for your training

ResourcesSuccess Journeys HubTrain your users on Salesforce

*Offered to Premier customers only – learn more about Success Plans

Accelerators*Chatter adoption to improve RoISales Cloud Adoption FundamentalsBrowse the Accelerators catalogue.Request an Accelerator (Premier only)Premier Toolkit: an overview of your Premier Success Plan

Trailblazer CommunityGetting Started | Featured groupsCircle of Success: Train end users for faster adoptionSuccess Cloud Events Calendar - Training

TrailheadTrails OverviewmyTrailhead (coming H2 2018): blog | videoClass-based learning

Articles10 tips for a successful training plan5 steps to a successful implementation

AppExchangeTraining and Learning Management System solutions