Join us for an engaging discussion with other customers to learn about end-user training techniques to increase Salesforce adoption and empower users in your company. This session focuses on the framework used to design and deliver an effective end-user training program. We will discuss strategies on the 5 Ws, ways to develop a role-based curriculum and explore ideas for delivering and measuring your training efforts. Education is an ongoing journey. Get started on the right track!

1. Train End-Users for Faster Adoption

2. Be a Salesforce Success Cloud
Trailblazer
Learn more at salesforce.com/successcloud

3. Forward-Looking Statements
​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.

4. Game Plan
Share your successes
Ask questions
Succeed together

5. 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

6. Agenda
Why Training Matters
4-step Framework for Effective
Training
Interactive
Learning/Discussion
Recap & Wrap-Up

7. Why Is Training Important?
​Impacts adoption
​Creates a standard process
​Establishes the right KPIs
​Improves data quality
​Sets expectations
​Ensures overall success
Developer/
Technical
Training
Release
Training
Implementation
Training
End User
Training
Administrator
Training
New Hire
Training

8. Training Drives Better Adoption & Usage
Greater
Chatter Usage
+15%
Greater
Automation
+32%
Greater
Customization
+34%
Greater Analytics
& Insights
+48%
Higher
Developer Metrics
+55%
Higher Sales / Marketing
Metrics
+174%

9. What Brought You to This Circle Today?
​Common questions customers ask. What are yours?
How do I decide what to
train my users on?
Is formal training necessary?
How can I keep people
engaged during training?
Doesn’t Salesforce have
its own training?
What training works best
for training Salesforce users?
How can I measure the success
of my training efforts?

10. Design
Design the overall
training strategy
A Stage Approach to Training
Develop
Develop the
curriculum
and content
Deliver
​Deliver training
for all end-users
Measure
​Measure results
against objectives

11. Stage 1: Design
Education Architect or Training
Lead, Project team lead,
business stakeholders
Objective: To analyze the training requirements and develop the overall training strategy
People
​Inputs
Business objectives, audience,
learning objectives, training
requirements, timeline and dates,
constraints, key success metrics
​Outputs
Education Solution Plan: includes
high-level curriculum, training delivery
method, training materials format,
training schedule/location,
post-training support
​Considerations ​Approval and sign-off
Design

12. People
​Inputs
Outputs
Considerations
Develop
Stage 2: Develop
​Objective: To develop clear, concise, easy-to-understand and relevant training material
Application walk-throughs,
process documentation,
day-in-the-life interviews, Premier
training catalog /customizable
end-user training storyboards
and scripts, existing training
material
Curriculum developer, subject
matter experts, project team
Curriculum design matrix, training
guides, quick reference cards,
presentation slides, videos,
eLearning
Early involvement with project team
Set a feedback, review
and approval schedule
Focus on benefits, WIIFMs
and process vs. feature training

13. Curriculum Design Matrix
​Example

14. Sample Quick Reference Card
​Example

15. Stage 3: Deliver
Objective: To deliver focused, relevant, and engaging training
People
Types
Prep/
Logistics
Considerations
Deliver
Instructor,
management/super-user
End-user, train-the-trainer,
executive, new hire, refresher/new
feature
Formats: instructor-led (classroom
or virtual), self-paced eLearning
Agendas:
1 hour for virtual, 1 day
for classroom, 3-day train-the-trainer
​Attendees: 8-15 max
​Send logins in advance
​Floater/helper
Training delivery date – close to go-live
so learning is fresh
Executive kick-off
Training environment: sandbox (full-copy
data) vs. production (naming
conventions)
Incentives to encourage participation

16. Stage 4: Measure
Objective: Assess learning and program success and identify opportunities for
enhancement/improvement
Measure
Instructor, training lead
Post training quiz to assess
learning, post-training survey to
assess delivery/materials,
post-training call-to-action
AppExchange, Chatter group
Adoption and performance
dashboards (CRM, Clean
Your Room)
Refresh/Reinforce: webinars,
brown-bag sessions, clinics, office
hours, email communications
​Chatter training groupPeople
Inputs Outputs
Considerations

17. 3 Key Takeaways
1. Action: Download Salesforce Adoption Dashboard
2. Pay it forward in your organization:
• Map out overall training strategy
• Build the curriculum and content
• Deploy training for all end-users
• Measure results
• Create a training development Chatter Group
3. Share: Give back to the ecosystem by returning to Circles!

18. Available Resources
Relevant Accelerator: Chatter Adoption for Employees: Achieve faster ROI
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!

19. We Help You Navigate the Wealth of Salesforce Resources
Adoption Webinars
Live interactive sessions with
adoption experts
Basic Tutorials
How-to videos
Circles of Success
Small group best practice sessions
with customers and Salesforce
experts
Accelerators
Deliver customer-defined business outcomes
Premier Community
Exclusive community content
On Demand Training Catalog
Self-paced learning for users and admins
Premier Success Plan Customers
Lifelong
Success
Plan
Extend
Prepare
Get
StartedAdopt
Getting Started
Resources
Videos, in-app walkthroughs, and
webinars to get you started right
Community
Collaboration with application
experts
Workbook
Step-by-step guide to plan your
implementation

20. Premier Success Drives Salesforce ROI
​Reported increase over Standard Success Plan customers
The ROI is based on a customer survey conducted by independent, third-party Market Tools.
All other metrics are based on Premier customer metadata.
130%
more process
automation
138%
more analytic
insights
80%
higher
ROI
52%
higher user
adoption
61%
faster
deployment
Enhanced Training
Success Resources
Enhanced Support

21. What’s Next? Book an Accelerator!
Get Expert Help With Moving the Adoption Needle
Salesforce.com/Accelerators
Accelerators are available to customers with Premier/+ or Signature
Success Plans. Other terms may apply.
1-on-1 Consultations with a Certified Cloud Specialist.
Recommended:
● Org Strategy Design
● Sales Cloud Adoption
● Chatter Adoption for Employees
● Salesforce Adoption Improvement
Contact Your AE or Success Manager

22. Welcome to the Trailblazer Community
Engage directly with Salesforce experts.
Hear from MVPs and other customers.
Access all you need to achieve success:
• Content and resources
• Circles of Success and webinars
​Join the conversation
Release
Readiness
Getting
Started
Lightning
Now
Premier
Central
Access the Trailblazer
Community today!
salesforce.com/success

24. Appendix

25. Training Plan Template Example

26. 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%20T
raining_Quick%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-implementati
on.jsp
• Salesforce.com Training Offerings: http://www.salesforce.com/services-training/education-services/public/
• Work.com Recognition and Skills