The document discusses joining the Salesforce Success Community to engage with experts, access resources, and collaborate in your preferred language. It provides instructions for joining, noting you need to select groups and use your Salesforce credentials. It also mentions additional language-specific groups for collaborating in French, German, Spanish, Japanese, and Portuguese.

1. Join the Conversation
Over 2,000,000 Members and growing!
Engage directly with salesforce experts!
Hear from our MVP’s, other customers and
salesforce resources!
Access resources, webinars, people, all
designed to help you achieve success!
To Join:
• Go to our Success Community Listing
• Select the groups to join
• Use your salesforce credentials
• Select Join
In addition, join our global groups for French,
German, Spanish, Japanese and Portuguese to
collaborate in your own language
http://bit.ly/SalesforceCustomerSuccess
Release Readiness &
Feature Adoption

2. Train End-Users for Faster Adoption

3. Forward-Looking Statements
​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.

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. Why is Training Important?
 Impacts adoption
 Implement a standard process
 Drive behavior to focus on right KPIs
 Usage impacts data quality
 Sets expectation
 Important element of Success
Developer/
Technical
Training
Release
Training
Implementation
Training
End User
Training
Administrator
Training
New Hire
Training
Sales Cloud
Salesforce1 Platform
Service Cloud

7. 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%

8. Common Training Questions
What are yours?
How do I decide what to
train my users on?
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?
Is formal training necessary?

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

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

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

12. Curriculum Design Matrix - Example

13. Sample Quick Reference Card - Example

14. Objective: To deliver focused, relevant and engaging training.
Stage 3: Deliver
People
Types
Prep/Logistics
• 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
Considerations
• 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

15. Stage 4: Measure
Objective: Assess learning and program success and identify opportunities for
enhancement/improvement.
People
Inputs
Outputs
• 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)
Considerations
• Refresh/Reinforce: webinars, brown-bag sessions, clinics, office hours, email
communications
• Chatter training group

16. We Help You Navigate the Wealth of Salesforce Resources
Premier Success Plan Customers
Accelerators
Deliver customer-
defined business
outcomes
Premier
Community
Exclusive community
content
On Demand
Training
Catalog
Self paced learning for
users and admins
24/7
Developer
Support
Get support fast, when
you need it
Premier +
Administration
Services
Our admins under
your direction
Lifelong
Success Plan
Adoption Webinars
Live interactive sessions with
adoption experts
Getting Started
Community
Collaborate with application
experts
Circles of Success
Small group best practice sessions
with customers and Salesforce
experts
Getting Started
Resources
Videos, in-app walkthroughs &
webinars to get you started right
Basic Tutorials
How-to Videos
Getting Started
Workbook
Step by step guide to plan your
implementation

17. Premier Success Drives Salesforce ROI
​Reported % increase over Standard Success Plan customers`
ROI based on customer survey conducted by independent third-party Market Tools.
All other metrics based on Premier customer metadata.

18. Enhance your team’s skills while solving
key business challenges
Specialists provide
hands on guidance
Develop best-practices
proficiency
Focused on
meeting your KPI’s
Accelerators
Fast, focused engagements
that speed business results
Recommended Accelerator
Chatter Adoption for Employees: Achieve faster ROI

19. 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!

20. 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!

21. What customers are saying…
It’s an opportunity to
communicate and improve.
It’s useful to see how others
have adopted and optimized.
Hearing other people’s
questions triggers things that I
should be thinking about.
Informative session, great
discussions and left with actual
things we can apply.
Join the Virtual Conversation!
“
“
“
“
”
”
”
”
​Circes of Success offered daily on 30+ topics in 5+ languages

22. thank y u

23. Custom Training Services Offerings To Meet Your Needs
Training Strategy &
Planning
Curriculum
Development
Training Delivery
Post Go-Live
User Support
Education Architect Curriculum Developer
Project Manager
Instructor Education Architect
Needs Analysis
Training Plan Development
Training Delivery Approach
(Process/Role/Behavior)
Post-training Success
Measurements &
Recommendations
Customer
Process-focused
Customer Language,
Terminology and Business
Context
“Day-in-the-life”
Hands-on Exercises
Learning Assessments
Instructor-led
(Classroom or Virtual)
Train-the-Trainer
Blended Training Approaches
Champion/Super User
Programs
Post-training Clinics/Office
Hours/Lunch and Learns
1:1 & Executive Training
Refresher/New Feature
Training
Validate Success Measures

24. Training Plan Template Example

25. 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%20En
d%20User%20Training_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-implementation.jsp
 Salesforce.com Training Offerings: http://www.salesforce.com/services-training/education-services/public/
 Work.com Recognition and Skills