Transitioning to Lightning: End User Training Programs Managing the CRM

1. #TargetXSummit
Transitioning to Lightning:
End User Training Programs
Ciara Duncan & Mary Elizabeth Chambliss

2. #TargetXSummit
The University of Alabama at
Birmingham
● Student Population Fall 2018
○ Total Enrolled: 21,923
■ Undergraduate: 13,936
■ Graduate: 6,933
● Implemented TargetX in 2016
○ Email
○ Online Application/Recruitment
○ Events
● Variety of users
○ Campus recruiters
○ Admissions counselors
○ Faculty and Administrative Staff
○ Marketing Users

3. Benefits of transitioning to Lightning
● Modern Interface
● New and updated features
○ Enhanced home page
○ Dashboards
○ Ease of logging interactions
○ Favorites menu
○ Utility bar
○ Related list pinning
● Updates not being made to Classic

4. #TargetXSummit
Developing a Roll Out Strategy
What resources are at
our disposal or need to
be created?
How can we leverage
Salesforce features to
gain user buy-in?
What should the
transition timeline look
like?
How should training
sessions be structured?
How can we measure
success?

5. Trailhead
● Trailhead.Salesforce.com is the best resource for
training your users besides you!
● Upsides: interactive, a safe space to click around
and get used to the system, explains basic
Salesforce terms
● Downsides: not geared towards higher-ed users
● Salesforce Extension: Trail Tracker allows you to
track on dashboards and reports in Salesforce
what your users are doing in Trailhead

6. Our own training documents
● Branding for our PowerPoints and Training
Materials
● Box “quick link” on the homepage so that
users can access materials at all times
● Step-by-step instructions with screenshots
from Trailhead and our specific orgs to help
with navigation
● Supplemental materials for Trailheads to help
translate the business-oriented language for
higher ed users

8. Chatter to promote User Buy-In
● Share unique features of Lightning that users probably forgot in trainings.
● Make your posts interactive and interesting with the use of images, polls, and
questions that give users a reason to check the feed daily.
● Add Chatter to your homepage.

9. Undergraduate Trainings

10. Step 1: Getting Buy-In
● Undergraduate Users: Admissions Counselors and Supervisors
● Our pitch to the Powers-That-Be:
○ Because we said so
○ The power of dashboards and logging interactions
○ An outline of training and rollout plan
● Training Power Users
○ Individual 1-3 hour training sessions with each power user
○ Assigned a lot of Trailheads
● Power User feedback
○ Working out a lot of kinks
○ Adding Trail Tracker to Salesforce to track assigned “homework”

11. Step 2: The Big Training
● 3-hour session in a computer lab covering:
○ Basic navigations
○ Creating reports & dashboards
○ Logging interactions
○ Doing “Trailhead Basics” and “Trailhead Playground Management” modules together
● We provided some Salesforce and TargetX swag and an agenda packet
● At the end of the session, there was a game (created on Kahoot) on simple
terms and navigations, with more Salesforce swag as a prize
● “Lightning Experience for Salesforce Classic Users” was immediately assigned
as homework, with more to follow in the coming weeks

13. Step 3: Transition & Homework
● 30-day switchover period, starting on the day of
the big training
● Trailhead and training material homeworks
○ Badge Assignments for “Lightning Experience
Productivity”, “Reports & Dashboards for Lightning”,
“Outlook Integration”, “Lightning Experience for Classic
Users”, “CRM for Lightning Experience”, and “Accounts
& Contacts for Salesforce Classic”
● Worked closely with supervisors to ensure that
everyone was finishing their Trails on time and
were actually switching

15. Step 4: Break-out Sessions
● None of what you just taught them stuck
● Small-group “breakout sessions” based on different subgroups (transfer
counselors, freshmen counselors, and regional counselors), focusing on
specific issues: events, reports & dashboards, and logging interactions
○ Start really basic, explain what “objects” and “fields” are, and assume they remember even
less than they do
○ Give opportunities for them to answer questions to prove that they did retain something
● Be ready for things to be broken!

16. #TargetXSummit
Graduate School Trainings

17. Step 1: Pre Training Pilot Group
● Pilot group consisted of users from a range of departments and with a range
of experience in the system
● Provided a condensed walkthrough of the changes
● Benefits
○ Feedback based on live user experiences
○ Allowed me to gauge difficulty of using Lightning Experience for end-users with little training

18. Step 2: Main Training Sessions
● Training sessions broken up by school
● 2-Hour walkthrough
● Only provided access for those who attended the training
● After all school sessions were completed over a 2 month period, hosted
make-up sessions for users who missed or who now had questions after
swapping to lightning
● Advertised a cut-off date that all users would gain access.

19. Step 3: Mini Sessions
● Reports & Dashboards
● Events
● Logging Interactions

20. Outcomes

21. #TargetXSummit
Measuring Success
● Collect feedback from your users
● Monitor Lightning Usage metrics in setup
○ Ability to survey users on why they swap to Classic
○ Can monitor who swaps to classic, how frequently, and which pages see the most Classic
swaps
● Dashboards

22. #TargetXSummit
Lessons We’ve Learned
● Big training sessions vs small training sessions
● Trail Tracker vs Trailmixes
○ Trail Tracker is only useful if supervisors are actually using it and ensuring users finish their
assignments
○ Trailmixes: can’t be assigned via Trail Tracker (though those trails do show up as having been
completed in Salesforce), but is an easy way to assign multiple Trails at once and assign them
in a specific order
● Keeping training documents up to date is tough
● Chatter
○ Undergrad doesn’t use it anymore, but Grad does!

23. #TargetXSummit
What’s Next!
● Video tutorials in Canvas
● Smaller interactive trainings and refresher sessions
○ Intuitive small group semi-annual trainings
○ One-on-one sessions with users
○ Accountability Dashboards
● Finding ways to make Salesforce more to help the user than the user helping
the systems
● Hopefully one day… MyTrailhead
○ MyTrailhead: an opportunity to make Trails that are more palatable for our users, with
examples specific to UAB
○ The downside: it’s expensive and only Salesforce users have access to it, so it can’t be used
by other departments around campus

24. Training New Users
● Lightning has led to more buy-in across campus!
● Adjust the Trailheads to those that are fully Lightning-compatible, instead of
“Lightning for Classic Users”
● Keep an eye on training materials to make sure that the images and
instructions are still up to date

25. #TargetXSummit
Tips & Tricks
● Keep your sessions small and interactive
● Pre-transition, REALLY test everything the users need to use to make sure it’s
working correctly
● Be approachable! Prepare to set aside time for individuals who need more
help
● Consider various learning styles when making your training plan
● Have more than one admin or experienced power user in the room
● Check out Xpert Academy and Trailhead

26. Ciara Duncan
ciarabd@uab.edu
Mary Elizabeth Chambliss
mecham@uab.edu

27. Thank You!