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Strategies for Training End Users
​ Shell Black
​ President, ShellBlack.com, LLC
​ 
​ @Shell_Black
​ 
​ Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
​ 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.
​ The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new
functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our
operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any
litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our
relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our
service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger
enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our
annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter.
These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section
of our Web site.
​ Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently
available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based
upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking
statements.
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
55+ Sessions by Admins for Admins!
Visit Customer-Led Demos Learn more with Trailhead!
Earn your Change Management badge
Share Your Feedback, and Win a GoPro!
3
Earn a GoPro prize entry
for each completed survey
Tap the bell to take a
survey2Enroll in a session1
ShellBlack.com Blog Post: “Delivering Effective Salesforce End-User Training”
Q&A
Thank you

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Strategies for Training End Users How To Use Salesforce

  • 1. Strategies for Training End Users ​ Shell Black ​ President, ShellBlack.com, LLC ​  ​ @Shell_Black ​ 
  • 2. ​ Safe harbor statement under the Private Securities Litigation Reform Act of 1995: ​ 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. ​ The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. ​ Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements. Safe Harbor
  • 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
  • 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! Visit Customer-Led Demos Learn more with Trailhead! Earn your Change Management badge
  • 21. Share Your Feedback, and Win a GoPro! 3 Earn a GoPro prize entry for each completed survey Tap the bell to take a survey2Enroll in a session1
  • 22. ShellBlack.com Blog Post: “Delivering Effective Salesforce End-User Training” Q&A

Editor's Notes

  1. As part of the Admin Track at Dreamforce we want the learning to continue about this subject past this presentation. You can visit the Admin Zone to see customer led demoes and specifically look for the <insert name here> station. And go to Trailhead to learn more and earn your <badge name>