Develop a Training Plan

Learning Objectives

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

  • Create a basic training plan for your users.
  • Define Salesforce use scenarios based on audience.
  • Describe how Trailhead can be a powerful self-paced learning tool for your users.

Three Steps to Planning

Next, create a training plan to ensure all your end users get the training they need. You can do this in three steps.

  1. Identify your audience.
  2. Determine relevant user scenarios.
  3. Define your training paths.

Let’s dive into each in more detail.

Identify Your Audience

Knowing your audience is critical to the success of training. Different kinds of users have distinct goals and perform different tasks in Salesforce. Focus your training on their role, and create training scenarios that are relevant to their day-to-day work.

To do this, you need to know:

  • Who needs to be trained
  • What processes they use in their work
  • What scenarios, or regular sets of processes, they can do with Salesforce

For example, this table shows how an executive, a sales manager, and a sales rep might interact with the application in very different ways.

Training Areas
Sales Rep.
Sales Manager
Leads Process

Sales Process

Activity Tracking

Account and Contact Management

Reports and Dashboards


Training is more effective when you include scenarios that are relevant to your learners. A scenario is a set of processes that a user typically goes through on a daily basis using Salesforce.  

Let’s look at an example scenario for a sales rep.  

  • Before meeting with a prospect, the sales rep prepares by reviewing relevant information.
    • How does she use Salesforce for this? She reviews account, contact, and activity history in Salesforce.
  • Once the meeting ends, the sales rep captures important meeting outputs.
    • How does she use Salesforce for this? She updates an open opportunity and schedules follow-up tasks.
  • When the sales rep is on the road, she needs to access and update critical information quickly and easily.
    • How does she use Salesforce for this? She uses the Salesforce mobile app to perform all the same activities on the go!

To recap, this sales rep needs to know how to use accounts, contacts, activity history, opportunities, and tasks within Sales Cloud to effectively do her job. 

Here’s a recommended training plan for this sales rep.

Before Go-Live
After Go-Live
1. Salesforce Basics 2. Scenario Training
  • “Do my job” training
    • Home page
    • Sales processes
    • Key reports and dashboards
3. Refresher Topics
  • Salesforce navigation refreshers
  • Top tips based on questions asked by users
Self-paced training
In-person training
Ad hoc meetings

For more guidance on defining your scenarios and training plan, see the Plan Your Training section in the Getting Started Workbook.

Self-Paced Learning with Trailhead

Considering you’re in Trailhead now, you probably know that Trailhead is the fun, gamified way to learn Salesforce. Be sure to help your end users understand the power of Trailhead too. 

Guide them to Trailhead to learn Salesforce basics and more at their own pace. Trailhead will save you time and allow you to focus your in-person training sessions on your specific business scenarios and processes. 

Trails and Trailmixes

Search Trailhead to find learning content that’s relevant to your users and business objectives. We have content that caters to all types of learners. And have you heard about Trailmixes? A Trailmix is like a custom playlist of greatest hits, allowing you to pick and choose your favorite modules. It’s an easy way to package up learning content that you want your users to work through. 

To create a Trailmix, click the Trailmixes menu item, and click Create a trailmix. Give your Trailmix a name (which will be reflected in its custom URL) and a description, and click Continue. From there, Trailhead is your oyster. Click + on any module, trail, project, or superbadge to add it to your Trailmix. When you’re done, share your Trailmix by sending users the unique URL.

Did you notice the Trailhead modules in our example training plan? Here are some more that can help users get started with Salesforce.

Want an easy way to see how your users are progressing through Trailhead? Try TrailTracker on the AppExchange. With TrailTracker, you can monitor user progress through reports and dashboards, personalize training programs for your users, and even assign specific badges to your users.


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