strategies for training end users how to use salesforce
TRANSCRIPT
Strategies for Training End Users
Shell Black President, ShellBlack.com, LLC @Shell_Black
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Safe Harbor
Shell Black President, ShellBlack.com, LLC
@Shell_Black
My Training Background
Managed a 7 state territory of 22 training locations with 100+ instructors Taught the 5 day Admin class for Salesforce (ADM-201) As a consultant, 100+ implementations of Salesforce Host of ShellBlack Whiteboard – a YouTube instructional series on Salesforce
Coincidence or Correlation?
Many CRM implementations fail due to poor or inadequate training – “I didn’t get trained” How to drive CRM adoption – “Provide training to your users”
Yea, end user training is kind of a big deal
And as a System Admin you often have to train end users
What Admins Think Of Salesforce Training
What Users Think Of Software Training
Who Moved My Cheese?
Change makes people nervous and uncomfortable “What! My performance is being measured?” Salesforce makes people accountable Communicate the “Why” & the “WIIFM” (What’s In It For Me)
Management – You Have To Own It!
We’re not just teaching software – we’re implementing new business processes Training is key to your change management communication Unique opportunity to reset the bar on what it expected Leadership needs to manage by the tool or it will fail
Don’t Throw Users In The Deep End
Build a foundation before getting into business process
• Search • Navigation • Home Tab • Recent Items • Data Definitions (Lead vs. Opportunity) • Edit versus Detail view • Related lists • Activities used in their job role
What’s obvious to you may not be to them!
Training Is Not “One Size Fits All”
Know your audience - do not train different functional groups together (Sales vs Service vs Marketing) Make the training relevant to their job role Only teach activities they’ll use Focus on the business processes and flow of information Tip: Role based training available online from Salesforce
People Learn By Doing
For each functional group, create a set of exercises that cover what is expected of their job role – make it stick!
E.g. “Day in the Life” exercises for Sales: • Log calls and schedule follow-up tasks • Qualify and convert a Lead • Add a Contact to an Account • Update an Opportunity • Create a Quote with Products • Email the Quote using a template
Tip: Apply knowledge as soon as possible
Flow For Training Activities
Create Task from a Record
Assign Task Other User Log a Call
Create a Calendar
Event
Review Activity / Calendar
Views
Send an Email w/ Template
Notes & Attachments
Close Task Home Tab
How Long Should It Take?
Depends on the amount of content being covered
Example 4 hour training for Sales:
• Foundations – 1 hour • Activities on Leads – 1 Hour • Lead conversion through Opportunities – 1Hour • Products and Quotes – 1 hour
Tip: If you have extra content use an appendix
Sample Agenda
Chatter and Salesforce1 Mobile
Chatter If you do train on Chatter, save it to the very end Minimize the feed during foundation training Highlight features such as @mentions, groups, files, document preview Following records and people, introduce the Chatter Tab My Chatter Settings (email digest frequency)
Salesforce1 Mobile If you train the desktop first, SF1 is picked up quickly by most users Can be an appendix section to your desktop training Use a Salesforce1 simulator to get the mobile UI on your desktop
10 to 12 participants is optimum
If you have 15 or more participants, have a second instructor or power user to “work the room” to keep the class on pace
Pro: You can tell by the look on their face if they are lost (deer in headlight)
Con: Expensive if you have remote users or don’t have a facility
8 to 10 participants (or less) – mute button!
Shorter sessions with more breaks
Use quizzes to make sure people are paying attention
Pro: Efficient way to train remote users
Con: On the web you can’t tell if they’re paying attention, looking at email or asleep!
Instructor Led Classroom Remote Web Based Delivery
Class Size and Delivery Method
Create a Training Logistics Checklist
q Room reserved well in advance (building access?) q Training presentations printed out for participants
(reduces the need for note taking) q WiFi has capacity for all the concurrent connections q Ensure everyone has a device for hands-on (BYOD) q User activated and have logged in before class q Extra power strips for laptops q Projector has good resolution (test it!) q Ability to control the A/C in the room q Bathrooms, snacks and scheduled breaks q “Parking Lot” for questions
Post Go-Live Resources
Make the training content reusable! Use GoTo Meeting / Webex and record the training Office Hours – schedule a standing weekly one hour conference call to answer user questions Create a Chatter Group for users to ask questions (post the training presentation to the Chatter Group) AppExchange Apps
Keep the learning going in the Admin Lodge
Admin Theater
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ShellBlack.com Blog Post: “Delivering Effective Salesforce End-User Training”
Q&A
Thank you