The document presents strategies for training end users in Salesforce, emphasizing the importance of adequate training to ensure successful CRM adoption. It outlines best practices such as understanding the audience, providing role-specific training, and creating engaging exercises to enhance learning. Additionally, it highlights logistics for effective training delivery and post-training support resources.

1. Strategies for Training End Users
​ Shell Black
​ President, ShellBlack.com, LLC
​
​ @Shell_Black
​

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3. Shell Black
President, ShellBlack.com, LLC
@Shell_Black

4. 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

5. 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

6. What Admins Think Of Salesforce Training

7. What Users Think Of Software Training

8. 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)

9. 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

10. 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!

11. 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

12. 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

13. 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

14. 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

15. Sample Agenda

16. 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

17. 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

18. 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

19. 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

20. Keep the learning going in the Admin Lodge
Admin Theater
55+ Sessions by Admins for Admins!
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22. ShellBlack.com Blog Post: “Delivering Effective Salesforce End-User Training”
Q&A

23. Thank you