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 survey 2Enroll in a session 1

ShellBlack.com Blog Post: “Delivering Effective Salesforce End-User Training”

Q&A

Thank you