Join us for our monthly Sydney Salesforce Community Meetup this May! This time we are going to focus on a critical aspect of Salesforce implementation and management: User Adoption and New Training Technologies. We're thrilled to have Alice from TrainTheCrowd as our guest speaker. With her vast experience in training and development within the Salesforce ecosystem, she will guide us through an insightful session that will leave you with actionable strategies and a deeper understanding of the user adoption process.Identifying Blockers to User Adoption: Alice will walk us through the process of identifying and addressing obstacles that hinder user adoption. She will share her insights on utilizing tools like user behaviour tracking and survey tools for understanding and improving user engagement.

2. We would like to begin by
acknowledging the Traditional
Owners of the land on which
we meet today, the Gadigal
people of the Eora Nation,
and recognise their
continuing connection to
land, waters and culture.
We pay our respects to Elders
past and present.
Artwork: ‘Bring Country Together’ Riki Salam
Budyeri kamaru

3. Cam Clarkson
Sydney Community Group Co-Lead
Mia Pacey
Sydney Community Group Co-Lead
Simon Gascoigne
Sydney Community Group Co-Lead

4. Thank You For Being Here!

5. Alice Hodgson
TrainTheCrowd
Managing Director

6. Rise of
user
adoption
technology How Digital Adoption Platforms
are changing the way we
approach user adoption
Presented by TrainTheCrowd / May
2023

7. Welcome &
introductions
Alice
Hodgson
Managing Director
TrainTheCrow
d
Stacey Swanton
Business Development
Manager
TrainTheCrow
d
Karen Lam
Engagement
Manager
TrainTheCrow
d

8. What is
digital
adoption?

9. DATA-DRIVEN
DECISION
MAKING
Why is digital adoption important?
EMPLOYEE
EMPOWERMENT
AGILITY &
ADAPTABILITY
COST
REDUCTION
EFFICIENCY &
PRODUCTIVITY
COMPETITIVE
ADVANTAGE

10. POOR
SUPPOR
T
LESS
ENGAGE
D
POOR
TRAININ
G
CHANGE
RESISTAN
T
What are the main challenges?
IT’S
COMPLICATE
D
APPLICATIO
N
OVERLOAD

11. What is a Digital
Adoption
Platform (DAP)?

12. Benefits
Adapts to
org
structure
Streamline
new
feature
rollouts
Speed up
user
onboarding
Accelerate user
adoption

13. Functionality
Analytics & Insights
Investigate user
behaviour
Guide & Engage
Implement solutions to
minimise
barriers to adoption

14. Top Digital Adoption Platforms

15. Congratulations!
I am happy to share your new position as
Salesforce Administrator at
TheRocketCrowd
TheRocketCrow
d

16. Assignment
#1
TheRocketCrowd

17. Scenario
TheRocketCrowd has introduced a new ‘Case’ record type to
capture issues/feedback related to the quality of customer service.
Requirements
To get support workers using the new case record type, you need
to:
• Communicate to let users know there is a new record type
• Educate users on how it should be used as part of the case
process
• Provide users with access to ongoing support
Assignment #1:
Introduce new record
type

18. Salesforce In-App Guidance
Communicate
Prompts
Educate
Walkthroughs, Prompts,
Learning
paths, Guidance center
Support
Help
menu

19. Demonstration

20. Things to consider with in-app
guidance
500 prompts
500 walkthroughs
(3 active at a
time)
30 links
in Help Menu
AppExchange
Dashboards

21. Assignment
#2
TheRocketCrowd

22. Scenario
The sales team is not entering enough
opportunities.
Requirement
Determine why this is happening, for example:
• Do we need a new sales team?
• Have the market conditions changed?
• Is there an issue with our system/process?
Assignment #2
Identify the
problem

23. Tracking user behaviour
Product
Analytics
HEART
Analytics
Insight
s

24. Whatfix Product Analytics
Are people completing
the process?
User Actions
How are people
using it?
User Journeys
Which users are
struggling?
Funnel Insights + Cohorts

25. Whatfix User Journey Insights

26. Whatfix Funnel Insights

27. Whatfix Cohorts

28. Assignment
#3
TheRocketCrowd

29. Scenario
You have identified a group of users who are dropping off after clicking
‘New’
opportunity and want to provide them with additional support.
Requirement
Provide help on the opportunity page as follows:
• Communicate to let users know there is help available
• Educate users on how to complete the fields on an opportunity
• Provide users with access to ongoing support
Assignment #3
Solve the
problem

30. Whatfix Digital Adoption Platform
Communicate
Popup
Educate
Flow, Tool tip,
Beacon, Auto pre-fill,
Task list
Support
Self-help
menu

31. Demonstration

32. Pricing
T&C
1. Minimum 500
users
2. Annual contract
Solution AUD user/mth/app
Product Analytics $2
Digital Adoption Platform $6

33. Free trial
14-day trial
Details
• Product Analytics
• Code: TTC FREE TRIAL
• Email info@trainthecrowd.com by 30 June 2023
Webinar
Learn more about
Whatfix Product Analytics
22 June 2023 @ 1:30 PM
bit.ly/webinar-whatfix

34. Key takeaways
Support
Provide access
to
on-going help
Communicate
Alert users to
system
enhancements
Educate
Upskill team on how
to
complete processes
Analyse
Understand user
behaviour

35. Thank you
Stacey Swanton
stacey.swanton@trainthecrowd.co
m
Karen Lam
karen.lam@trainthecrowd.co
m
Alice Hodgson
alice.hodgson@trainthecrowd.co
m

36. Test your
knowledg
e www.kahoot.i
t