Salesforce isn’t an easy software to grasp and navigate through for all users. At a time when companies have turned to remote work and support isn’t easily accessible, finding your way around Salesforce can be a testing task.
As a Salesforce admin or product owner, your best bet to avoid burdening your support team with a heap of queries, while maintaining productivity, is fostering a culture of self-serve among your Salesforce users.
As you keep reading, you’ll find out some new tricks to promote a self-serve culture while working remotely, starting with onboarding, to maximising usage and adoption.
In this article, we focus on having the user to stay within the application for most of the Salesforce training, through to onboarding and support activities. We also suggest tools and add ons to help keep training within the Salesforce itself.
Welcome Your Users Intuitively
Software onboarding is a crucial part of getting your users acquainted with the existing process and practice. It’s more important in the case of complex and highly customizable software like Salesforce, where no two instances of the platform are the same. Lack of proper and modern onboarding can lead to resistance from your users or worse, get them to return to older ways. Making use of innovative and new-age ways of introducing Salesforce to your users can ease the pressure and dependency on the admin, IT, or support to ensure smooth onboarding.
When the Whatfix team worked at global information services company, Experian, we introduced a creative process of onboarding new users to their lightning instance of Salesforce. Experian leveraged a simple, yet effective, ‘Welcome Mat’ to swiftly get users on to the platform and help them get started. This might give you an idea of what it looked like:
This popup included a short introductory video, navigation guides and basic FAQs that could be accessed later at any time, as opposed to the traditional one-time classroom training that wouldn’t be as effective and engaging.
Create a Salesforce Onboarding Checklist
Having a to-do list for your user base can prove to be very essential during quick transitions, especially during this pandemic. It helps give a clear direction and structure to the end-user whilst they’re being onboarded.
Adding to this, it’s important to track your users’ progress in checking the items off. This allows you to understand where your users are stuck and whether there are a few more tasks that need to be added.
Instead of a traditional approach via email, having a Salesforce Onboarding checklist within the application itself can motivate users to complete the list action items and get comfortable with the platform a lot faster. Bear in mind that along with a list of tasks, it would help to add directions to complete it. For instance, if one of the tasks for the users is to change their password, it wouldn’t be too helpful if they aren’t given the navigational details as to how to go about performing that task.
Here is an example of what an onboarding checklist can consist of:
- Setup username and password
- Overview of Contacts, Opportunities and Accounts
- Tour of Chatter
- Creating reports
- Sync email and calendar with Salesforce
Account for a Diverse and Dispersed User Base
For users all across the world, speaking multiple languages, training needs to be more suited to the region they live in.
Your Salesforce users may be all across the globe, from diverse cultures and may speak different languages. Even if they are fluent in English, many of them would prefer to communicate in their regional languages.
In fact, 90% of employees prefer to learn in their native language. So, localizing your Salesforce training content could prove to drive better engagement, faster time-to-value and lower dependency on your IT team.
Adopt In-application Training
According to the forgetting curve, 90% of what’s learnt is forgotten within the first year. Traditional methods of software training via classroom sessions, 1-1 etc. won’t be enough for the upcoming generations of workers. Additionally, these forms of training lack the element of personalization, regarding the users’ role, context and learning preferences.
And today, while we work remotely, the need for a more robust Salesforce training & adoption solution has grown exponentially. Users prefer learning in their flow of work, powered by on-demand content that is personalized to their needs and role. Enterprises today leverage technology such as Digital Adoption Solutions as an enabler of in-app learning.
Usage & Support
Automation of Mundane Tasks
According to an article by Salesforce, Sales reps are tasked with so many mundane activities that they just spend 34% of their time selling. Repetitive CRM tasks such as data entry, quote generation, updates, etc. take away productive time that they can spend with prospective customers or even strategize how they could hit their targets.
Especially during a crisis, where most Sales reps are working remotely, they must be able to automate some of these tasks and spend more time in generating revenue for the business.
A simple way to tackle this challenge is to leverage the right Salesforce features and other tools available in the market. Here are a few suggestions to get you started:
Initially released to improve customer agent productivity, Quick text has found its way to the Sales cloud and has proven to be very useful for that use case. It allows Salesforce users to insert predefined messages and notes, streamlining the workflow and standardizing data entry.
Apart from its applicability within the platform, this tool allows you to add messages on emails, chats, tasks, etc. which saves users a lot of time while ensuring quality and standards.
Macros allow users to skip repetitive button clicks needed to complete a specific activity within the platform. This tends to be very useful for Customer Success reps, who tend to see a rise in customer queries. Macros can automate all of their respective tasks (sending emails, adding notes, making record edits, closing cases, etc.) in one click.
Whatfix is a digital adoption platform that was created to improve usage and navigation across tools like Salesforce. It overlays the software application and directs users to perform any task through a flow-based methodology. A unique capability of this solution is that these flows that are created can be skipped or automated, saving a number of clicks carried out by the user. Additionally, for an administrator, any training content created on Whatfix is automatically converted into multiple formats to serve unique learning preferences of your users.
Drive Self Help Support
Make help content a lot more accessible and discoverable. Locating help content can be time-consuming and stressful for the user and it also takes away productive time.
To solve this problem, it is important to understand the difference between discoverability and findability of any help content.
In his article about creating intelligent help content, Whatfix’s Associate Director of Information Development – Nibu Thoms, put it in a very comprehensible manner using a simple example.
He stated that during an update of any software, any knowledge delivered to the user regarding the latest features would cover the discoverability element, while any user acquiring the needed assistance via the tool’s help guide would cover the findability of the content.
Considering these two aspects, tools such as Whatfix’s Self Help or Custom Help Menu in Salesforce can help Admins create customised help sections, within the instance itself. This creates a central location for the user to acquire any quick help content, for a query.
The Wrap Up
In the light of a crisis such as the current pandemic, your Salesforce users don’t have the liberty walk up to IT or the admin for help. The dependency on the software is the highest during a time when users are working remotely from various locations. Creating a self-serve culture amongst users can maintain productivity and contribute to business continuity.
These tips can help you get started with this objective. In case you’re looking for assistance or expert opinion in the matter, our team at Whatfix has been helping over 500 organisations in building a robust and self-serve software training and support system, powered by in-app guidance. Schedule a conversation with one of our product experts to build and track the progress of a self-sufficient Salesforce user base.