Add Program Outcomes, Milestones, and Exercises
Learning Objectives
After completing this unit, you’ll be able to:
- Explain how outcomes and milestones track measurable activity that support your revenue goals.
- Identify how to add content for exercises that support the program’s outcome and milestones.
Measuring Outcomes and Milestones
The real strength of an Enablement program is its support for including specific, measurable goals. Remember the examples from the previous units that described outcome and milestone goals and their specific, measurable data in Salesforce? Here’s how you can implement that!
Outcome and Milestones
Typically, a program contains multiple milestones that track major achievements while progressing through the program. A program can also include an outcome: the final, most significant activity to track that maps to the program’s target revenue metric. For example, if a program’s target revenue metric is Ramp Time, the outcome could count the number of deals qualified in a specified timeframe, which is one way to evaluate Ramp Time. Along the way, the program includes incremental milestones that build toward qualifying deals, such as placing calls and sending emails.
In Program Builder, you can toggle whether a program includes a specific outcome.
Like milestones, a program’s outcome references a measure that’s defined in your org. The measure follows specific, job-related activity that the user completes and that satisfies the outcome. Keep reading to learn more about how measures are defined.
There’s no functional difference between measures used for milestones and measures used for outcomes. But it’s useful to differentiate between an outcome and other milestones for these reasons.
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To help keep users mindful of the program’s outcome, which aligns with your company’s revenue goals, even as they complete milestones and exercises throughout the duration of the program. Think of the outcome as a pot of gold and milestones as the rainbow.
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To assess progress during a program (by tracking milestone completion) versus the end of the program (by tracking outcome completion). Milestone evaluation can be a leading indicator that provides insight on whether further coaching or reinforcement is needed to help solidify essential concepts. Outcome evaluation can be a lagging indicator that reveals patterns at the end of a program.
In the Cloud Kicks example, Jose is building a program that improves the ramp time of his sales reps. So, for his program’s outcome, he wants an assigned rep, like Candace, to close her first deal within 60 days. To track whether assigned sales reps actually achieve this outcome, Jose must associate the outcome with a measure, which defines the actual activity that determines whether the outcome’s criteria is satisfied.
Why are outcomes optional? Maybe a program emphasizes multiple, equally important milestones, rather than incremental milestones that build toward an ultimate outcome. In this module you learned alot about the importance of outcomes, but it’s up to you how you build and roll out your programs.
Measures
Criteria for completing a program’s outcomes and milestones are based on specific objects in Salesforce, such as tasks and opportunities. For example, a milestone could be something like, “Place five calls.” But a measure defines specific criteria for the activity on the Task object that counts for placing a call, such as:
- Task Subtype set to Call.
- Task Subject must include the word Call.
- Task Status must be set to Completed.
An Enablement admin adds milestones to a program in the Program Builder, but measures are managed separately. From the Enablement Programs page, click Go to Enablement Measures (1), or search for Measures from App Launcher (2) to open the Enablement Measures page. Only an Enablement admin can view and manage measures in the org.
A few prebuilt measures are available to help you get started, and they’re included in program templates. You can view prebuilt measures from the Enablement Measures page. To determine whether a measure is prebuilt, review the measure’s description, which lets you know if the measure is provided by Salesforce. If you don’t see prebuilt measures, ask your Salesforce admin to create them for you from Setup.
Or you can create custom measures. Click New to access a workflow for defining, saving, and previewing how measures behave with data in your org. When you create a measure, you specify the primary object that corresponds to the activity you want to track (such as Task) but you can also further filter qualifying records by specifying related objects, field values, and filter logic, similar to how you build reports.
Rather than editing prebuilt measures, we recommend that you use them as inspiration to create custom measures with similar settings and filter conditions. Because program templates reference prebuilt measures, any changes you make directly to a prebuilt measure can affect the program templates and any programs you created from those templates. Changes to a prebuilt measure can’t be undone.
Composite Outcomes and Milestones
Not all job-related activity that you want to track in an outcome or milestone can be easily captured on a single primary object. Some activity is complex enough that you need to track two primary objects and then do a little math. Or, maybe you want to evaluate the same object in two different ways.
For example, let’s say that you want to set a milestone for sales reps to log a total of 100 logged calls and booked meetings. You’d need:
- One measure that tracks the Task object for calls
- A second measure that tracks the Event object for meetings
- Calculation logic to add the results of those two measures together
In Program Builder, you can select up to two measures for the program’s outcome or milestones, and then specify whether to add, divide, or calculate a percentage from the two measures.
Here’s another example. Remember the Win Rate scenario from a previous unit? You can implement that type of revenue metric with a composite outcome or milestone. One measure can track opportunities won, another measure can track opportunities lost, and you can divide the results together.
Win Rate = Opportunities won divided by opportunities lost.
Exercises
Of course, outcome-based Enablement programs still have room for traditional enablement content. In fact, you can most likely reuse your company’s existing videos, PDFs, slide decks, white papers, and other resources. An Enablement admin adds exercises to a program in Program Builder, and can specify the type and content of each exercise.
Exercise Type |
Content Source |
|---|---|
Action Item |
No content required because the exercise specifies an offline activity. |
Audio Recording |
Link to an audio file. |
Document |
Link to a file such as a PDF, slide deck, or white paper. |
Feedback Request |
Either:
|
Lesson |
Rich text with word count, estimated reading time, and key concepts. |
Scheduled Event |
Link to an event, such as a webinar or a conference. |
Trailhead |
Link to a module that Salesforce has published on Trailhead. |
Video |
Embedded link to a video hosted on YouTube, Vidyard, or Vimeo. |
Other |
Link to some other resource. |
Partner Enablement programs in Experience Cloud sites don’t support Action Item, Feedback Request, or Trailhead exercises.
Content in Digital Experiences
For exercises that use links, videos, or rich text, first use the Digital Experiences app in Salesforce to manage the exercise’s content. The Enablement license provides a default workspace in the Digital Experiences app, named Enablement, where you set up the content that you want to include in a program.
To manage content in the Enablement workspace, a user must be assigned the Content Manager role in the list of the workspace’s contributors.
In the Enablement workspace, use the Link content type (for Audio Recording, Document, Scheduled Event, or Other exercises), the Rich Text content type (for Lesson exercises), and the Video content type (for a Video exercise). Use the Image content type to manage the images that you reference in Rich Text content. Only use this default Enablement workspace for adding your content.
Feedback Request Exercises
The Feedback Request exercise type works a little bit differently. For this exercise, users don’t just click links or read content. They submit a sample of their work, such as a recording of a sales pitch, and receive feedback from peers and managers or AI-generated feedback from Einstein Coach.
To get started with peer and manager feedback, a Salesforce admin enables surveys. The Enablement license provides a special survey type, called an assessment survey, that’s required for the Feedback Request exercise. Check out the default Discovery Call Assessment survey, which provides questions for reviewers to evaluate a sales rep on their practice sales pitch. When users take the exercise in a program, they submit a link to their own work, such as a recording of their practice sales pitch, and then select reviewers who evaluate the submitted work by completing the survey. Users can view the submitted feedback within the program.
To get started with Einstein Coach, a separate Einstein for Sales license is required, and then a Salesforce admin enables Einstein Coach and Einstein Conversation Insights (ECI). When users take the exercise in a program, they submit a video call with a transcription, and then they can view the immediate feedback from Einstein within the program.
Additional permissions are required to manage and access assessment surveys or access exercises that use Einstein Coach. For details, check out the list of links in the Resources section.
Exercises in Program Builder
After you save and publish Digital Experiences content or activate an assessment survey, you can search for that content when you add an exercise to a program in Program Builder.
For a Feedback Request exercise, choose whether you want to solicit feedback from peers and managers or use Einstein Coach for generating feedback.
If you haven’t set up content or created surveys already, you can still create directly from Program Builder with a shortcut. When you add an exercise, click the Actions dropdown button 
and select New.
Trailhead Exercises
For the Trailhead exercise type, you can only reference a module that’s publicly available on Trailhead. You can’t reference other content types on Trailhead, such as trails, trailmixes, projects, or superbadges.
In the next unit, you take a look at how Enablement admins can publish programs, make programs available to users, and report on how users are progressing through programs.