Download to read offline
Boosting Salesforce User Adoption.pptx
- 2. We would liketo begin by acknowledging the Traditional Owners of the land on which we meet today, the Gadigal people of the Eora Nation, and recognise their continuing connection to land, waters and culture. We pay our respects to Elders past and present. Artwork: ‘Bring Country Together’ Riki Salam Budyeri kamaru
- 3. Cam Clarkson Sydney CommunityGroup Co-Lead Mia Pacey Sydney Community Group Co-Lead Simon Gascoigne Sydney Community Group Co-Lead
- 4. Thank You ForBeing Here!
- 5.
- 6. Rise of user adoption technology HowDigital Adoption Platforms are changing the way we approach user adoption Presented by TrainTheCrowd / May 2023
- 7. Welcome & introductions Alice Hodgson Managing Director TrainTheCrow d StaceySwanton Business Development Manager TrainTheCrow d Karen Lam Engagement Manager TrainTheCrow d
- 8.
- 9. DATA-DRIVEN DECISION MAKING Why is digitaladoption important? EMPLOYEE EMPOWERMENT AGILITY & ADAPTABILITY COST REDUCTION EFFICIENCY & PRODUCTIVITY COMPETITIVE ADVANTAGE
- 10. POOR SUPPOR T LESS ENGAGE D POOR TRAININ G CHANGE RESISTAN T What are themain challenges? IT’S COMPLICATE D APPLICATIO N OVERLOAD
- 11. What is aDigital Adoption Platform (DAP)?
- 12.
- 13. Functionality Analytics & Insights Investigateuser behaviour Guide & Engage Implement solutions to minimise barriers to adoption
- 14. Top Digital AdoptionPlatforms
- 15. Congratulations! I am happyto share your new position as Salesforce Administrator at TheRocketCrowd TheRocketCrow d
- 16.
- 17. Scenario TheRocketCrowd has introduceda new ‘Case’ record type to capture issues/feedback related to the quality of customer service. Requirements To get support workers using the new case record type, you need to: • Communicate to let users know there is a new record type • Educate users on how it should be used as part of the case process • Provide users with access to ongoing support Assignment #1: Introduce new record type
- 18. Salesforce In-App Guidance Communicate Prompts Educate Walkthroughs,Prompts, Learning paths, Guidance center Support Help menu
- 19.
- 20. Things to considerwith in-app guidance 500 prompts 500 walkthroughs (3 active at a time) 30 links in Help Menu AppExchange Dashboards
- 21.
- 22. Scenario The sales teamis not entering enough opportunities. Requirement Determine why this is happening, for example: • Do we need a new sales team? • Have the market conditions changed? • Is there an issue with our system/process? Assignment #2 Identify the problem
- 23.
- 24. Whatfix Product Analytics Arepeople completing the process? User Actions How are people using it? User Journeys Which users are struggling? Funnel Insights + Cohorts
- 25. Whatfix User JourneyInsights
- 26.
- 27.
- 28.
- 29. Scenario You have identifieda group of users who are dropping off after clicking ‘New’ opportunity and want to provide them with additional support. Requirement Provide help on the opportunity page as follows: • Communicate to let users know there is help available • Educate users on how to complete the fields on an opportunity • Provide users with access to ongoing support Assignment #3 Solve the problem
- 30. Whatfix Digital AdoptionPlatform Communicate Popup Educate Flow, Tool tip, Beacon, Auto pre-fill, Task list Support Self-help menu
- 31.
- 32. Pricing T&C 1. Minimum 500 users 2.Annual contract Solution AUD user/mth/app Product Analytics $2 Digital Adoption Platform $6
- 33. Free trial 14-day trial Details •Product Analytics • Code: TTC FREE TRIAL • Email info@trainthecrowd.com by 30 June 2023 Webinar Learn more about Whatfix Product Analytics 22 June 2023 @ 1:30 PM bit.ly/webinar-whatfix
- 34. Key takeaways Support Provide access to on-goinghelp Communicate Alert users to system enhancements Educate Upskill team on how to complete processes Analyse Understand user behaviour
- 35. Thank you Stacey Swanton stacey.swanton@trainthecrowd.co m KarenLam karen.lam@trainthecrowd.co m Alice Hodgson alice.hodgson@trainthecrowd.co m
- 36.