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Getting Started Resources

SUCCESS GETTING STARTED RELEASE READINESS & FEATURE ADOPTION

Train End-Users for Faster Adoption

Vanesa Misitano Wahsitee Chongchua

Salesforce Salesforce

Session Objectives

Design an effective training plan

Use best practices to deliver the right type of

training, to the right audience at the right time

Monitor ongoing training & development and use

key performance indicators to measure success

This is an interactive discussion –

PARTICIPATION IS ENCOURAGED FOR MAXIMUM

VALUE

Agenda

10 min Introductions

25 min Training Plan Framework

25 min Training Delivery

25 min Measuring Success

5 min Wrap Up/Survey

Roundtable Intros:

• What is your role?

• How does your company currently train on new

applications?

• What are some of the key challenges in the way

you train?

• What would you like to get from today’s meeting?

Why Does Training Matter?

Set expectations and standardize process

Drive behavior to focus on the right KPIs

Usage impacts data quality

Drives adoption

Important element of Success

Developer/

Technical

Training

Release

Training Implementation

Training

End User

Training

Administrator

Training

New Hire

Training

A framework for effective training

1 Design

2 Develop

3 Deliver

4 Measure &

Re-enforce

Group Discussion - Design Considerations

1 Design

2 Develop

3 Deliver

4 Measure &

Re-enforce

Which roles need to be trained?

Marketing

Sales

Manager

Etc.

Use Cases

Goals & Objectives 5 W’s Resources

Premier Success Customizable Templates

Training Deck/Manual

Quick Reference Guides

Post Training Support Site

Determine Who, What, When, Where & Why

Start with the end in mind

How will training be delivered? What logistics need to be considered?

Other Considerations

Metrics/KPIs

Training communication plan

Customizable End User Training Templates Demo

Group Discussion - Development Process & Considerations

3 Deliver

4 Measure &

Re-enforce

1 Design

2 Develop

Who is the audience? What are the roles?

What do they need to know?

Identify Business processes, use cases, WIIFMs?

Discovery Curriculum Design Training Materials

Training Guide

Quick Reference Guide

Training videos

Powerpoint presentation

Discovery drives curriculum design

Output: Curriculum Design Matrix

Other Considerations

Premier Course Catalog

Train the trainer content

Review ,validate, sign-off

Sample Curriculum Design Matrix

Tools for Development

Premier Success

Customizable End User

Training Templates

Camtasia Almond LMS

Group Discussion

Thinking back to training you have attended, what techniques were

memorable and led to a positive experience?

Delivery Considerations

1 Design

2 Develop

4 Measure &

Re-enforce

3 Deliver

Number of attendees

Sandbox vs. Production training environment

Training data load

Internet connection/room setup

Logistics Delivery Tips Delivery Format

Virtual – live or recorded

In-person

Lecture vs. hands-on exercises

End user vs. train the trainer

Executive kick-off

Breaks

Defined agenda

Pace

Gamification

Other Considerations

Floater/helper For onsite sessions

Value of Chatter during web sessions

Chatter Demo

Measure Success

2 Develop

3 Deliver

1 Design

4 Measure &

Re-enforce

Post training quiz

Adoption Dashboards

Measure Reinforce

Leverage Chatter Groups

Knowledge maintenance

Recognition and Rewards

Lunch & Learn/Office Hours

Other Considerations

Adoption Contests

New Hire Training

Prioritize Create Deliver

Remember - Prioritize, Create and Deliver

Determine what makes

someone successful in

their job

Create, produce, and

deliver training to achieve

desired goal

Enable users & reinforce

the desired knowledge,

skills and behaviors

Continuous Process Improvement

Call to Action - 5 minutes or less

• Go to the AppExchange and Download the Salesforce

Adoption Dashboards from the Salesforce Labs

• Create a training development Chatter Group

• Create an idea exchange Chatter Group and topic #protip

• Join the Getting Started Success Community

Thank you

Additional Resources

Adoption Dashboards

Training Plan Template Example

• Salesforce Help & Training

• Premier Customizable End User Training Templates

• YouTube: Salesforce and Dreamforce Channels

• Whitepapers

• Success Community

• Salesforce Blog

• AppExchange - Training LMS Products

• Walkme

• Almond LMS

• Need help Getting Started, go to www.salesforce.com/gettingstarted to

access live webinars, videos, set- up series and more!“

Resources

Links and Additional References

• AppExchange – Salesforce Adoption Dashboards

• The Salesforce Adoption Dashboards provide visibility to relevant user login history & trending, adoption of key features such as

accounts & opportunities, and critical sales and marketing productivity enhancers.

https://appexchange.salesforce.com/listingDetail?listingId=a0N30000004gHhLEAU

• Supporting Links – Salesforce.com Premier Success Toolkit – “Get Training Tab”: https://salesforce.adobeconnect.com/_a13852757/pttoolkit

– Customizable End User Training Template Quick Start Guide:

https://salesforce.adobeconnect.com/_a13852757/pttoolkit/default/resource/assets/Customizable%20End%20User%20Training_Qui

ck%20Start.pdf

– Ten Tips for a Successful Training Plan: https://help.salesforce.com/HTViewSolution?id=000025311&language=en_US

– 5 steps to a successful implementation: http://www.salesforce.com/customer-resources/learning-center/details/best-practices/steps-

to-a-successful-implementation.jsp

– Salesforce.com Training Offerings: http://www.salesforce.com/services-training/education-services/public/

– Work.com Recognition and Skills

Poll: How often do you train users?

When rolling out a new application

When rolling out new processes in the application

When new features are released

At Sales Kickoff / annual event

Not often / never