Encourage and Support Users
After completing this unit, you’ll be able to:
- Describe some effective ways to motivate your end users.
- Explain how to use Chatter for enablement and best practices.
While drivers for user adoption are unique at every organization, there are some common practices we recommend.
Involve executive leadership.
Emphasize the value.
Motivate by recognition.
Utilize super users.
Document and share your support process.
Address problems quickly and publicly.
Offer refresher training.
Create feedback loops.
Reach out to resistors.
Walk the floor.
Management leads the motivation effort, and the executive sponsor needs to be engaged throughout the deployment, not just at the beginning. Keep them involved and communicating the value of using Salesforce. This is a big factor for success.
Continue to articulate the “What’s in it for me?” to your users. As your deployment evolves and you introduce new features or enhancements, include the value for the end user every time.
Some users are very motivated by recognition. Use adoption dashboards to create a Hall of Fame, and highlight users who are actively logging into Salesforce.
Other users are motivated by rewards. Set up user contests or find other ways to provide incentives.
Create, document, and communicate a support process so users know how to get help and ask questions once they are live on Salesforce. Make sure they know who to contact and when.
Address issues or problems quickly and publicly. Communicate to your users if an issue is discovered, and tell users when the issue is resolved.
Cultivate and utilize your super users. These users understand the business processes and are passionate about the value of using Salesforce. Make them an extension of you and a resource to help other users with questions.
Offer ongoing training. Watch for frequently asked questions from your support process and use those as topics for training. We recommend setting up small informal training sessions that you record and post to a shared library organized by topic.
Consider bringing training into the app so that help is always right at your users’ fingertips. You can add a custom section to the Help Menu with links to your FAQs, Trailhead mixes, Salesforce Help documents, and more. Let your users know if they have a question, go to the ? at the top of the page.
You can also use in-app guidance prompts to highlight configuration changes, introduce features, and provide tips. Write the content, select the target audience, and specify where it appears and for how long. Add links to internal wikis, training, or PDFs for a custom call to action. Then, use built-in metrics tracking to measure the success of the prompt.
Continue to connect and engage with your users.
As part of your communication plan, continue to share updates about training sessions, milestones, or functional roadmap items you’ve developed based on user feedback.
Create a feedback loop so when you receive a suggestion, you have a way to share progress and priority.
Reach out to your “resistors,” the users that are resistant to change and want to keep their current processes. They have great information to share to improve your solution, so hear them out.
We recommend using Chatter to communicate and collect feedback during and after the launch of Salesforce. It’s a great way to engage with users, within Salesforce. More on that in a minute.
And finally, walk the floor and sit with your users as they are performing their day-to-day tasks. Watching them go through the motions helps you understand what is working and what isn’t.
As we mentioned, Chatter is a great tool to help you deliver training and engage with your users.
For training, use Chatter to:
- Consolidate training materials.
- House training schedules and announcements.
- Connect your users.
- Provide a space for conversations and Q&A.
- Share best practices and how to’s.
For engagement and feedback, use Chatter to:
- Reinforce the value of Salesforce by giving executives a forum to champion the implementation.
- Increase visibility of crucial information in the application.
- Celebrate company, team, and individual achievements.
- Showcase super users, MVPs, and early adopters.
- On-board and mentor new employees.
Create a Chatter group to share those important dates and deadlines, store training documents, and get user feedback. It’s the single easiest way to provide a training and feedback environment—all right from within the application. Add your training resources (like that new Trailmix you just created!) to the description section of the Chatter group for easy reference.
In addition to Trailhead content, here are some other Salesforce resources you might want to share.
- Lightning Experience: Let’s Take if for a Spin
- Search in Salesforce
- Working with List Views
- Work Your Opportunities and Manage Your Pipeline
Let the Salesforce resources do the work for you so you can focus on teaching users your business processes. Check out the Salesforce channel for additional training videos.
- Trailhead: Chatter for Lightning Experience
- Video: Lightning Experience: Let’s Take if for a Spin
- Video: Search in Salesforce
- Video: Working with List Views
- Video: Work Your Opportunities and Manage Your Pipeline
- Salesforce Help: Handy Videos to Learn More About Salesforce
- Blog Post: Achieving Awesome Adoption Through Training & Support with Louise Lockie
- Salesforce Help: Define Custom Help for the Lightning Experience Help Menu
- Salesforce Help: Define Prompts in Lightning Experience