Achieving Awesome Adoption Through Training & Support v1

Achieving Awesome AdoptionThrough Training & Support

Louise LockieHead of Salesforce Support & Administration, Wilmington [email protected]@wilmingtonplc.com

Louise LockieHead of Salesforce Support & Administration, Wilmington plcCo-Leader London Salesforce WiT UGCertified Salesforce AdministratorLondon #AwesomeAdmin Award Winner [email protected]@wilmingtonplc.com

Why Train?

Key to adoption Confidence breeds success Avoid bad habits and mess Provides an opportunity to explain why

Why us? We know our orgs best, we are our internal SMEs We know our business processes and users We need to know what our users have been taught

Why is training a crucial part of an Awesome Admin’s role?

Plan Your Training

Key Factors to Consider: Who are you training? How to group your trainees? How many sessions are required? Hands on vs. instructional vs. combination? When to schedule the training? What is the overall strategy? Which environment should be used? What set up is required?

What to consider when preparing a training session

Plan Your Training - Logistics

Checklist Attendees – have they all confirmed? Agenda – circulate it in advance, set expectations Access – does everyone have their login information? Facilities – choose your space carefully Wifi – will it hold up? Materials/visual aids – print extras Don’t forget your own notes

Is everything in place?

Training Tips

Top Ten Tips (part one)

1. Take care in the set up of the training room

2. Clear your desktop and browser of distractions

3. Use a sandbox which mirrors production instance (ideally full)

4. Don’t log in as a system administrator

5. Keep it relevant - tailor each session to the end user’s role

How to deliver a successful training plan

Training Tips

Top Ten Tips (part two)

6. Regularly translate from ‘Salesforce’ to users’ terminology

7. Explain why fields and processes are required

8. ‘WIIFM’ – sell it to your users, highlight benefits

9. Process driven training – you are not teaching ‘Salesforce’

10. Incentivise your users – include a quiz

How to deliver a successful training plan

Continue the Training

Monitor usage through reports and dashboard

Keep in touch with your users

Create online content

Provide support

How to keep their skills up to date

Support

Support Tips Be available - ‘SABWA’ ‘Clinic Hours’

Use Chatter to communicate changes and tips to users

Provide user guides and crib sheets

Use technology to counter geographical challenges

Trade efficiencies for goodwill and patience

Trailhead

Users need more than training

thank y u