Create Your Training Strategy and Communication Plan

Learning Objectives

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

  • Develop a training strategy that clearly defines expectations and goals.
  • Create a communication plan to keep users informed.

Set the Stage

Congratulations on being the admin of a Salesforce org! You have no doubt done a lot of work setting up Salesforce for your organization. Now comes the most important part—getting your end users trained on Salesforce so they can do their jobs effectively. But where do you start?

Your first step is creating a training strategy that includes business objectives, learning schedules, and plenty of support. Your strategy sets the stage for your end users and provides clear expectations by covering the following.

Tell your users what they can expect from Salesforce and what is expected of them. Adopting new systems and processes can be daunting for users, especially when they are used to their existing processes. Make sure they understand the changes that are coming and how those changes will impact their daily tasks.

Establish “if it isn't in Salesforce, it does not exist.” This helps users understand that data quality and completeness is a priority. Think about what would happen if half of your end users stored customer data in spreadsheets and the other half used Salesforce. How would you keep track of it all without getting confused? Your users need to know that it's important to keep all data in Salesforce.

Be transparent about how you plan to measure success. This ensures that users aren’t blindsided by how management reports on success metrics. Remember, if it isn’t in Salesforce, your executives won’t be able to properly measure success and your users may not get credit for the hard work that they do.

Answer “what’s in it for me?” Make sure to sell the benefits of Salesforce to your users. Show off the efficiencies that Salesforce can bring to their jobs. Whether that’s automatic reminders to follow up with customers, easy workflows for inputting customer information into Sales Cloud, or taking Salesforce on the go with the mobile app, find ways to motivate your users by showing them the value of making the transition to Salesforce.

Articulate Your Vision

A program vision is another key part of your training strategy. It defines your organization’s goals for Salesforce and how they align to your organization’s overall goals. It helps you communicate the value of Salesforce and drive user adoption.

Together, your vision statement and training strategy provide:

  • A clear purpose for the project, initiative, or organization.
  • An ongoing commitment to ensure program success.
  • A way to validate or prove the desired outcome.

Your vision doesn’t have to be lofty or complicated, in fact, simple is best. A program vision keeps your users on track and the overall implementation goals top of mind. Your vision statement may change over time, as your company grows and evolves. So be sure to revisit it from time to time to ensure everyone is marching to the same drum.

Create the Communication Plan

Once you’ve established your program vision, the next step is creating a communication plan. This ensures that you deliver the information and training your users need, exactly when they need it. 

Consider the following communication plan template.

Timing Key Topics
  • Program vision
  • Key players
  • Business goals
  • Instructions on how to access Salesforce
  • How to get help (questions, training)
Post Launch
  • User recognition
  • User tips/tricks
  • Reminder of how to get help/ask questions

It’s important to time these communications to keep your users informed every step of the way. 

Finally, don’t forget to be a cheerleader for your users. If you are excited about the program vision and training strategy, your users will be excited too.


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