Encourage and Support Users
Learning Objectives
After completing this unit, you’ll be able to:
- Describe how to motivate, support, and engage with your end users.
The success of your training plan depends on quality training materials, yes. But we can’t forget about the human side of training. Let’s go over some ways to design a training program that motivates users to complete training by engaging them in the process.
Drive User Adoption
While drivers for user adoption are unique at every organization, there are some common practices we recommend.
Find Ways to Motivate and Support Users
Continue to articulate the “What’s in it for me?” to your users in all training and communications. As your deployment evolves and you introduce new features or enhancements, include the value and benefits for users 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 in to Salesforce. Other users are motivated by rewards. Set up user contests or find other ways to provide incentives.
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.
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. Create a feedback loop so when you receive a suggestion, you have a way to share progress and priority.
Continue to Engage with Your Users
Take a look at your communication plan to add in ways to share updates about training sessions, milestones, or functional roadmap items you’ve developed based on user feedback.
Measuring the effectiveness of your training can help ensure you’re serving the right content to the right users. Trail Tracker is a free app for managing learning content for your Trailblazers. The app, which isn’t part of Sales Enablement (myTrailhead), adds capabilities to your Salesforce org for assigning trailmixes, setting deadlines, tracking completion progress, and customizing assignment notifications. Learn how to install Trail Tracker in the Resources section.
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 make available to all users as on-demand training. Learning Paths makes it easy for users to see all their training and progress from one place.
You’ll want to reach out to your holdouts, the users who are hesitant to change and want to keep their current processes. They have great information to share to improve your solution, so prioritize soliciting their feedback.
Let’s Get Training
We hope that this module inspires you to kickstart or to reimagine your training program and bring it inside the app, right where your users work. With increased training comes increased adoption and happy users.
Resources