In the Nonprofit meetup on 30th Mar, Aditya Dhingra shares how Salesforce adoption can be increased by effective end-user training

1. Accelerating Adoption with
Effective End-User Training
Aditya Dhingra
Customer Success Group

2. Forward-Looking Statements
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3. 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

4. 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

5. 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%

6. 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?

7. 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

8. 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
Consideration
s
Approval and sign-off
Design

9. People
Inputs
Outputs
Consideration
s
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

10. Curriculum Design Matrix
Example

11. Stage 3: Deliver
Objective: To deliver focused, relevant, and engaging training
People
Types
Prep/
Logistics
Consideration
s
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

12. 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 group
People
Inputs
Outputs
Considerations

13. 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!

14. Wrap-Up

15. Available Resources
Relevant Accelerator: Chatter Adoption for Employees: Achieve faster ROI
Salesforce Help & Training
Premier Customizable End User Training Templates
Whitepapers
Success Community
Salesforce Blog
AppExchange - Training LMS Products
LearnTrac
Almond LMS
Need help Getting Started, go to www.salesforce.com/gettingstarted
to access live webinars, videos, set- up series and more!

16. 1-on-1 Expert Consultations
Certified Cloud Specialists
Best Practice Guidance
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