Presented by Louise Lockie at Salesforce World Tour London

1. Achieving Awesome Adoption
Through Training & Support
Louise Lockie
Head of Salesforce Support & Administration, Wilmington plc
@LouiseLockie
louise.lockie@wilmingtonplc.com

2. Louise Lockie
Head of Salesforce Support & Administration, Wilmington plc
Co-Leader London Salesforce WiT UG
Certified Salesforce Administrator
London #AwesomeAdmin Award Winner 2016
@LouiseLockie
louise.lockie@wilmingtonplc.com

3. Why Train?
 Key to adoption
 Confidence breeds success
 Avoid bad habits and mess
 Provides an opportunity to explain why
Why us?
 We know our orgs best, we are our internal SMEs
 We know our business processes and users
 We need to know what our users have been taught
Why is training a crucial part of an Awesome Admin’s role?

4. Plan Your Training
Key Factors to Consider:
 Who are you training?
 How to group your trainees?
 How many sessions are required?
 Hands on vs. instructional vs. combination?
 When to schedule the training?
 What is the overall strategy?
 Which environment should be used?
 What set up is required?
What to consider when preparing a training session

5. Plan Your Training - Logistics
Checklist
 Attendees – have they all confirmed?
 Agenda – circulate it in advance, set expectations
 Access – does everyone have their login information?
 Facilities – choose your space carefully
 Wifi – will it hold up?
 Materials/visual aids – print extras
 Don’t forget your own notes
Is everything in place?

6. Training Tips
Top Ten Tips (part one)
1. Take care in the set up of the training room
2. Clear your desktop and browser of distractions
3. Use a sandbox which mirrors production instance (ideally full)
4. Don’t log in as a system administrator
5. Keep it relevant - tailor each session to the end user’s role
How to deliver a successful training plan

7. Training Tips
Top Ten Tips (part two)
6. Regularly translate from ‘Salesforce’ to users’ terminology
7. Explain why fields and processes are required
8. ‘WIIFM’ – sell it to your users, highlight benefits
9. Process driven training – you are not teaching ‘Salesforce’
10. Incentivise your users – include a quiz
How to deliver a successful training plan

8. Continue the Training
 Monitor usage through reports and dashboard
 Keep in touch with your users
 Create online content
 Provide support
How to keep their skills up to date

9. Support
Support Tips
 Be available - ‘SABWA’ ‘Clinic Hours’
 Use Chatter to communicate changes and tips to users
 Provide user guides and crib sheets
 Use technology to counter geographical challenges
 Trade efficiencies for goodwill and patience
 Trailhead
Users need more than training

10. thank y u