End-user training is equally important as delivering a quality application. The primary goal is to equip the actual users of the developed Salesforce application with the required knowledge and skills. The end-user may or may not have prior Salesforce experience. So, it is vital to provide them with user-friendly training and comprehensive training materials for future reference. By doing so, you ensure that end-users can effectively utilize the Salesforce application, leading to better adoption and satisfaction.
Preparing Training Materials
How to Draft End-user Training Document?
Drafting a user-friendly training document (Training Manual/Training Guide) is as important as providing the end-user training. It can be in any format like PDF, Presentation, etc. The document should include all the necessary details and instructions with screenshots that help them understand and utilize the Salesforce application efficiently. Here we’ll see some tips to draft an End-user Training Document.
- Understand the End-user: Knowing about the end-users, their technical knowledge, and their ability to use the Salesforce application gives an idea of how to address the knowledge gaps. Also, it helps in planning a user-friendly training session.
- Breakdown the Training Document into Small Procedures: Split the entire training document into sections of small procedures so that the document won’t look like one lengthy piece of instructions. Also, in the future, it will help the user to refer only to a particular part of instructions to use the application instead of going through the entire document to learn about it.
- Organize the training document: Structure the training document to align with the natural flow of business processes. Avoid switching between those processes when drafting the procedures, as it can confuse users and hinder quick reference in the future. Including a hyperlinked index allows users to easily navigate to specific procedures as needed.
- Include Screenshots: Attaching screenshots with the training document gives the user clear ideas on how to use the Salesforce application, improving the quality of the training document. It visually guides the user to use the application, efficiently. When attaching screenshots, focus only on the required content. Crop or blur the unwanted or personal details in the screenshot.
- Short and Clear Steps: Ensure that the steps outlined in the training document are to the point and succinct. Avoid including excessive details in it, as it may distract the user and detract from the clarity of the instructions.
How to Record Video for Video Tutorials?
Sometimes the training documents alone may not be enough to give a clear picture of how to use the application or a feature to its fullest potential. In such situations, video recordings are useful to fulfill the needs. The recording can either cover the entire usage of the application with step-by- step instructions or be split into multiple videos based on functionalities.
While recording the screen, ensure that only the Salesforce application is visible and in use. Turn off all the pop-ups and notifications, except for Salesforce-related alerts before starting to record. Avoid showing any personal folders or files while recording. Even if any personal files are recorded, make sure to blur them before sharing the recordings with the users.
Incorporating voice-over narration in the training video recordings is more effective than simply showing pointer movements on the screen. Providing verbal explanations while recording the training videos promotes more impactful learning for the users. Ensure the narration is audible and articulated clearly. Use professional, business-oriented language for the explanations.
Supplementary Materials
Supplementary materials are the additional support given to the end-users to train them smoothly. This can be either FAQs, cheat sheets, glossaries, Salesforce official documentation links, or further information on the features the users have to know while using the application. Providing the end-users with such documents encourages them to learn independently and work confidently in a Salesforce environment.
Training Delivery Methods
Though there are various ways to deliver the end-user training, the following are the effective
methods to provide the training:
- Virtual Instructor-led Training: Since an organization can have clients from all over the world, this is an effective way to conduct training sessions for end-users. In this training method, the trainer connects virtually with the users via Zoom, Google Meet, Teams, or other video conferencing platforms. They present their screen, explain and demonstrate the features, and train the users.
- Self-paced Learning: In this training method, the training materials are provided online on the user’s learning platform or just in a shared folder, and the end-users are expected to learn on their own with the help of the provided materials. Include Salesforce Trailhead links related to the training in the materials. A Salesforce Sandbox has to be created for the end-users to practice their learning. Trainers can make themselves available to answer the questions from the end-users while learning to use the application.
The Salesforce End-user Training
The users might or might not have exposure to the Salesforce environment. So, it is advisable to prepare the training in a user-friendly manner. In the case of virtual training, plan the session accordingly so that all the necessary training topics are covered in the given time. It is recommended not to extend the session for more than 3 hours. If the session is too long, it might be boring and the audience might lose interest. In case the training has a lot to cover, split it up for two or three sessions.
Plan to have one or two short breaks in between a session. This will help end-users recall the training, and practice on their own, preventing them from feeling overwhelmed by too much information. Also, this allows end-users to discuss among themselves, come up with questions, and get clarified then and there.
When training end-users on the Salesforce application, it is important to structure the training content and flow in a way that mirrors the actual usage of the system in the real world. Rather than teaching features in isolation, the training should be organized to reflect the natural progression of information and processes that users will encounter in their day-to-day work. By aligning the training with the real-world usage of the Salesforce application, the end-users will
- Gain Contextual Understanding: Learning the functionalities in the order they are used in the actual business processes helps the end-users better understand the purpose and application of each feature.
- Improve Knowledge Retention: Presenting the training content in a familiar, logical sequence makes it easier for users to absorb and apply the information on the job.
- Enhance Adoption to New Technology: Training users to use the Salesforce application in the same way they will work with it in reality, enables a smoother transition from the current application and technology and faster adoption.
- Minimize Confusion: Avoiding the training of features out of the natural usage order helps to prevent users from becoming overwhelmed or disoriented.
- Promote Effective Application Usage: Users who are trained on the Salesforce functionalities in the correct real-world flow are better equipped to leverage the application to its full potential.
Remember that the training documents are just for reference when the training is virtual instructor-led training. While training the users, always demonstrate each functionality of the Salesforce application rather than explaining the procedures directly from the training document itself. Live demonstration of the features improves clarity in usage and understanding of the purpose of functionalities. If required, make the session interactive by allowing the users to have small hands-on exercises in a Salesforce Sandbox to practice the procedures and get familiarized with the application.
It is essential to use business language during the training sessions. This will help the organization to build a good professional relationship with their clients. Since the end-users may have varying levels of experience with Salesforce, it is best to minimize the use of technical terms and explanations and incorporate them only when necessary. Have Q&A after covering a few topicsso that users get clarified with their questions.
When the end-user training is a self-learning method, follow the users to know whether everything is going smoothly. Set up the training period according to the complexity of the application and the technical knowledge of the users. During that time, provide as much support as possible to make them learn the Salesforce application.
Post Salesforce End-User Training
After the training sessions, it is advisable to share the training materials in a shared folder for future reference. Collect feedback on the training documents, and video tutorials and ensure that they are understandable and easy to use. If the users require any changes in the document like requiring further details and clarifications in the procedures or including more screenshots, then modify the training document accordingly and share again. In addition to that, collect feedback from the client on the training sessions. This will improve the quality of end-user training.
So Far, We Learnt…
In this article, we explored how to deliver effective training to end-users. We covered the creation of user-friendly training materials, various delivery methods, techniques for conducting smooth training sessions, and best practices for post-training follow-up. While these strategies provide a solid foundation, it’s important to recognize that training approaches may differ from one organization to another. Mastery in end-user training is achieved through experience and continuous improvement.
