Drive Lightning Experience Adoption

After completing this unit, you’ll be able to:

• Measure your adoption rates and success metrics.
• Use in-app tools to motivate users to adopt Lightning Experience.
• Iterate on your rollout plan to improve your implementation and roll out to more users.
• Turn off access to Salesforce Classic and call your transition a success.

Check in with your Lightning Experience users periodically to see how things are going. Try to gauge overall satisfaction, as well as learn about specific pain points.

Here are some ideas for collecting feedback.

Not sure what to ask when soliciting input? Use this list to spark ideas. We’ve included questions that are open-ended and appropriate for focus groups or similar forums, as well as questions that are more appropriate for a written survey.

In addition to conducting surveys, cultivate an environment where feedback can flourish. Listening to your users boosts adoption. Here are some ideas for how to encourage your users to give regular feedback.

When you’re collecting feedback, it’s important that your users feel heard, even if you can’t address all of the input. Consider starting a “You Asked, We Listened” program where you address some employee feedback items every quarter.

Your Salesforce champions are an excellent source of feedback. Consider setting up a monthly or quarterly meeting with all your champions to talk about the roadmap, feedback, and overall adoption. Create a private Chatter group with your champions to facilitate conversation year-round. And work with your champions to host weekly office hours to answer user questions.

Here’s a short list of some of the ways these incredible team members put the “champ” in champion.

• Play the role of Salesforce evangelist in the field
• Swarm on questions from users, in person and on Chatter
• Help you boost Lightning Experience adoption
• Train users
• Share valuable insight from the field
• Report bugs and issues
• Weigh in on your Salesforce roadmap
• Test new features before they go live
• Provide feedback in forums, meetings, and focus groups

To keep tabs on how well users are adopting Lightning Experience, take advantage of the Lightning Usage App. This tool provides insights on details like who your active Lightning Experience users are, the number of users switching back to Salesforce Classic, and the most visited pages in Lightning Experience.

The Lightning Usage App is available in Lightning Experience only. From the App Launcher () in the Lightning Experience header, find and select Lightning Usage.

In the app, click a tab in the ACTIVITY or USAGE sections on the left side of the page to view the associated data. Some of the metrics you can monitor include:

• Daily and monthly active users in Lightning Experience (and the Salesforce mobile app)
• Daily and monthly switches to Salesforce Classic (total number of switches and the number of unique users that switched)
• Profiles and users that switched to Salesforce Classic the most
• Types of browsers used to access Lightning Experience (and the Salesforce mobile app)
• Pages viewed most often in Lightning Experience
• Number of active user, feature, and permission set licenses

When you developed your change management plan, you worked with your executive sponsor and stakeholders to determine the success metrics for your transition project. Your metrics might be based on user satisfaction or goals like:

• 20% reduction in opportunities with no follow-up tasks
• 15% increase in calls logged
• 5% increase in lead conversion

To measure your results, compare how things are looking now versus the baseline that you took in the Discover phase.

Consider creating reports and dashboards in Lightning Experience to track your metrics. For example, this dashboard component shows closed deals, month over month.

Reporting snapshots are a way to analyze trends over time, right in Salesforce. To learn more, see Report on Historical Data with Reporting Snapshots in Salesforce Help.

One of the benefits of using reports and dashboards is that they’re all built within Salesforce, which makes it easy to share with your executive sponsor. And speaking of which...

Your executive sponsor has been your transition advocate from the start. Don’t forget to keep your sponsor updated on overall project status and specific results or wins. Delivering an executive summary is important for showcasing the return on investment that your company has realized from moving to Lightning Experience.

When preparing an executive summary, use these best practices:

• Keep it to 1-2 pages maximum
• Showcase metrics and results
• Highlight any noteworthy anecdotes
• Share lessons learned
• Note any next steps still planned

Looking for a sample Executive Summary document? Check the Optimize Phase folder in the enablement pack.

Options	How it Helps
Try Lightning Experience Now prompt	This prompt appears in Salesforce Classic to remind users that they can work smarter and faster in Lightning Experience.
It’s Better in Lightning prompts	When Lightning Experience-enabled users work with specific features in Salesforce Classic, such as Tasks and Events, learning prompts appear that encourage them to see firsthand how doing the same thing in Lightning Experience is faster and smarter. Use these prompts to accelerate user onboarding by teaching features in context, with the actual work a user is doing.
Lightning Experience welcome mat	The welcome mat displays when a user logs in to Lightning Experience the first time. Another welcome mat appears each time a user is automatically switched to Lightning Experience by the Scheduled Switcher. Customize the getting started resources in the welcome mat so you can onboard users with content that’s specific to your business and your users’ roles.
Custom in-app guidance prompts	Display your own in-app prompts to introduce features, highlight configuration changes, and otherwise onboard and train your users so they’re comfortable working in Lightning Experience.
Custom Help menu content	The Help icon in the Lightning Experience header opens a menu of contextual help topics, Trailhead modules, videos, and more items chosen by Salesforce. Teach users about your business processes and your Lightning Experience implementation by augmenting the Help menu with your own resources.
Scheduled Switcher	Drive adoption of the new interface by automatically switching Lightning Experience-enabled users out of Salesforce Classic on a regular schedule. You can choose to switch users to Lightning Experience on a daily or weekly basis.
Remove the Switcher link	When you’re ready for some of your users to go all in on Lightning Experience, assign them the Hide Option to Switch to Salesforce Classic user permission. This permission puts the user in Lightning Experience the next time they log in, and removes the Switch to Salesforce Classic link from the user’s profile menu.

Your transition project is a bit like moving house. That comfy chair that worked so well in your old living room may not fit in anywhere at the new place. And as you’re unpacking the kitchen boxes, maybe you have an epiphany that you don’t need all 50 of those food storage containers. Same thing when you make the move to Lightning Experience. Some aspects of your Salesforce Classic implementation may not be necessary or desirable in Lightning Experience. Or maybe you’ve been wanting to tidy up your org and the transition to Lightning Experience is a good opportunity for some seasonal cleaning.

Introducing Salesforce Optimizer for the assist. This aptly named tool takes the guesswork out of how to optimize your org for better performance and a better user experience. Run it in sandbox or production environments to get a personalized report with recommendations for improving features, cleaning up customizations, reducing complexity, and driving feature adoption.

Some of the features that Optimizer evaluates include Apex triggers, fields, profiles, record types, and validation rules. For the complete skinny, check out Features Evaluated in Salesforce Optimizer in Salesforce Help.

Here are just a few examples of how Optimizer can help you improve your org as part of your Lightning Experience transition project.

• Page layouts are displayed differently in Lightning Experience than they are in Salesforce Classic. The more page layouts you have to manage, the more work you have to make sure they all display properly in the new interface. The Optimizer report identifies page layouts that aren’t being used in your implementation so you can delete them.
• Complex pages with a large number of custom fields can be slower to display in Lightning Experience. Nor is it much fun for users to find what they need when they have to scroll through tons of fields. Optimizer identifies fields that aren’t used so you know it’s safe to remove them.
• Hard-coded links in your implementation will likely break in Lightning Experience. The Optimizer report tracks down any hard-coded URLs that are lurking in your org and flags them for you. Replace them with My Domain links.
• Older web browsers aren’t supported by Lightning Experience. The Optimizer report lists users who access Salesforce from unsupported browsers so you can help them update to a supported version.
• Lightning Experience includes many productivity-enhancing features that aren’t available in Salesforce Classic. The Optimizer report recommends Lightning Experience-only features that your users may benefit from, such as the Lightning Sales or Service Consoles.

To run your Optimizer report, head to Setup. Enter Optimizer in the Quick Find box, then select Optimizer.

Depending on the size of your implementation, the Optimizer report takes from a few minutes to several hours to run. When it’s ready, the report is saved as a PDF file to Salesforce Files.

Want to learn more about this useful tool? We’ve got a badge for that and it’s called, not surprisingly, Salesforce Optimizer.