Transitioning to Lightning: End User Training Programs
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The document summarizes the end user training programs that the University of Alabama at Birmingham implemented when transitioning from Salesforce Classic to Lightning Experience. It describes a multi-step process including getting buy-in from power users, conducting initial trainings, assigning Trailhead modules for homework, providing additional breakout sessions, and measuring success through usage metrics and feedback. Key aspects of the training covered Trailhead, custom training materials, leveraging Chatter, and tailoring the approach for different user groups like undergraduates and graduates. Overall lessons learned focused on balancing big and small training formats and ensuring training materials stay up to date.
Transitioning to Lightning: End User Training Programs
- 1. #TargetXSummit Transitioning to Lightning: End User Training Programs Ciara Duncan & Mary Elizabeth Chambliss
- 2. #TargetXSummit The University of Alabama at Birmingham ● Student Population Fall 2018 ○ Total Enrolled: 21,923 ■ Undergraduate: 13,936 ■ Graduate: 6,933 ● Implemented TargetX in 2016 ○ Email ○ Online Application/Recruitment ○ Events ● Variety of users ○ Campus recruiters ○ Admissions counselors ○ Faculty and Administrative Staff ○ Marketing Users
- 3. Benefits of transitioning to Lightning ● Modern Interface ● New and updated features ○ Enhanced home page ○ Dashboards ○ Ease of logging interactions ○ Favorites menu ○ Utility bar ○ Related list pinning ● Updates not being made to Classic
- 4. #TargetXSummit Developing a Roll Out Strategy What resources are at our disposal or need to be created? How can we leverage Salesforce features to gain user buy-in? What should the transition timeline look like? How should training sessions be structured? How can we measure success?
- 5. Trailhead ● Trailhead.Salesforce.com is the best resource for training your users besides you! ● Upsides: interactive, a safe space to click around and get used to the system, explains basic Salesforce terms ● Downsides: not geared towards higher-ed users ● Salesforce Extension: Trail Tracker allows you to track on dashboards and reports in Salesforce what your users are doing in Trailhead
- 6. Our own training documents ● Branding for our PowerPoints and Training Materials ● Box “quick link” on the homepage so that users can access materials at all times ● Step-by-step instructions with screenshots from Trailhead and our specific orgs to help with navigation ● Supplemental materials for Trailheads to help translate the business-oriented language for higher ed users
- 8. Chatter to promote User Buy-In ● Share unique features of Lightning that users probably forgot in trainings. ● Make your posts interactive and interesting with the use of images, polls, and questions that give users a reason to check the feed daily. ● Add Chatter to your homepage.
- 10. Step 1: Getting Buy-In ● Undergraduate Users: Admissions Counselors and Supervisors ● Our pitch to the Powers-That-Be: ○ Because we said so ○ The power of dashboards and logging interactions ○ An outline of training and rollout plan ● Training Power Users ○ Individual 1-3 hour training sessions with each power user ○ Assigned a lot of Trailheads ● Power User feedback ○ Working out a lot of kinks ○ Adding Trail Tracker to Salesforce to track assigned “homework”
- 11. Step 2: The Big Training ● 3-hour session in a computer lab covering: ○ Basic navigations ○ Creating reports & dashboards ○ Logging interactions ○ Doing “Trailhead Basics” and “Trailhead Playground Management” modules together ● We provided some Salesforce and TargetX swag and an agenda packet ● At the end of the session, there was a game (created on Kahoot) on simple terms and navigations, with more Salesforce swag as a prize ● “Lightning Experience for Salesforce Classic Users” was immediately assigned as homework, with more to follow in the coming weeks
- 13. Step 3: Transition & Homework ● 30-day switchover period, starting on the day of the big training ● Trailhead and training material homeworks ○ Badge Assignments for “Lightning Experience Productivity”, “Reports & Dashboards for Lightning”, “Outlook Integration”, “Lightning Experience for Classic Users”, “CRM for Lightning Experience”, and “Accounts & Contacts for Salesforce Classic” ● Worked closely with supervisors to ensure that everyone was finishing their Trails on time and were actually switching
- 15. Step 4: Break-out Sessions ● None of what you just taught them stuck ● Small-group “breakout sessions” based on different subgroups (transfer counselors, freshmen counselors, and regional counselors), focusing on specific issues: events, reports & dashboards, and logging interactions ○ Start really basic, explain what “objects” and “fields” are, and assume they remember even less than they do ○ Give opportunities for them to answer questions to prove that they did retain something ● Be ready for things to be broken!
- 17. Step 1: Pre Training Pilot Group ● Pilot group consisted of users from a range of departments and with a range of experience in the system ● Provided a condensed walkthrough of the changes ● Benefits ○ Feedback based on live user experiences ○ Allowed me to gauge difficulty of using Lightning Experience for end-users with little training
- 18. Step 2: Main Training Sessions ● Training sessions broken up by school ● 2-Hour walkthrough ● Only provided access for those who attended the training ● After all school sessions were completed over a 2 month period, hosted make-up sessions for users who missed or who now had questions after swapping to lightning ● Advertised a cut-off date that all users would gain access.
- 19. Step 3: Mini Sessions ● Reports & Dashboards ● Events ● Logging Interactions
- 20. Outcomes
- 21. #TargetXSummit Measuring Success ● Collect feedback from your users ● Monitor Lightning Usage metrics in setup ○ Ability to survey users on why they swap to Classic ○ Can monitor who swaps to classic, how frequently, and which pages see the most Classic swaps ● Dashboards
- 22. #TargetXSummit Lessons We’ve Learned ● Big training sessions vs small training sessions ● Trail Tracker vs Trailmixes ○ Trail Tracker is only useful if supervisors are actually using it and ensuring users finish their assignments ○ Trailmixes: can’t be assigned via Trail Tracker (though those trails do show up as having been completed in Salesforce), but is an easy way to assign multiple Trails at once and assign them in a specific order ● Keeping training documents up to date is tough ● Chatter ○ Undergrad doesn’t use it anymore, but Grad does!
- 23. #TargetXSummit What’s Next! ● Video tutorials in Canvas ● Smaller interactive trainings and refresher sessions ○ Intuitive small group semi-annual trainings ○ One-on-one sessions with users ○ Accountability Dashboards ● Finding ways to make Salesforce more to help the user than the user helping the systems ● Hopefully one day… MyTrailhead ○ MyTrailhead: an opportunity to make Trails that are more palatable for our users, with examples specific to UAB ○ The downside: it’s expensive and only Salesforce users have access to it, so it can’t be used by other departments around campus
- 24. Training New Users ● Lightning has led to more buy-in across campus! ● Adjust the Trailheads to those that are fully Lightning-compatible, instead of “Lightning for Classic Users” ● Keep an eye on training materials to make sure that the images and instructions are still up to date
- 25. #TargetXSummit Tips & Tricks ● Keep your sessions small and interactive ● Pre-transition, REALLY test everything the users need to use to make sure it’s working correctly ● Be approachable! Prepare to set aside time for individuals who need more help ● Consider various learning styles when making your training plan ● Have more than one admin or experienced power user in the room ● Check out Xpert Academy and Trailhead
- 26. Ciara Duncan ciarabd@uab.edu Mary Elizabeth Chambliss mecham@uab.edu
- 27. Thank You!