We are all currently trying to adjust to our “new normal” which for many means working from home. This is no small shift for many, especially those who have employees that have never worked remote before. At Spekit, we can relate to those concerns. In fact we had several employees start only weeks before these changes were made, unable to complete standard training and onboarding.
How can you make such a quick adjustment and ensure that your company does not lose any more productivity and steam than necessary?
Identifying the challenges when it comes to working from home
It all comes down to communication, training and employee enablement. You may have to change the model of how your employees go about seeking important information and answers to FAQs (frequently asked questions). Additionally, you will need to make changes to the way you disseminate this information. How is it currently being communicated? Verbally? Through email? Slack? This will inevitably become more challenging with the WFH model.
It will also be critical to make sure employees do not feel isolated or like they are on an island. The adjustment will feel infinitely easier if they feel supported, heard and understand where to find the resources they need to be successful.
It’s a tall order for sure, and not one that can be done in a siloed approach. The good news is you are not alone. As mentioned above, we are adjusting to this “new normal” ourselves here at Spekit. An important cornerstone in our strategy to approaching this challenge is practicing what we preach. We are using Spekit internally to make sure our employees have all the resources they need at their disposal to be successful in each of their specific job functions.
Here is a post from one of our incredible BDR’s who came onboard right before the switch to working from home:
So how exactly does Spekit make this happen? Let’s break it down into four distinct areas where Spekit makes working from home a breeze.
1. Centralized documentation updated in real-time
We all know the struggle of looking for existing documentation in legacy systems. Where is that powerpoint slide? Which deck is it in? Does anyone know where the updated copy of this word doc was saved?? Who has the most recent version of the spreadsheet??? You get the picture. So much time is often wasted just trying to track down these pieces of documentation. It feels even more problematic if you are working from home/remote. If you are unable to find the piece of documentation you are looking for and no one responds to an SOS on your company’s internal messaging channels, what are you supposed to do? Allow Spekit to step in and take away the stress and endless searching.
With Spekit, all (yes ALL) of your documentation lives in one place that is easily and readily accessible to everyone in your organization. You are able to store everything, organized by subject, in the Wiki and data dictionary. This means no more headaches when it comes to finding answers and needed materials. Having your content broken down by topic means neatly storing what you need where you need it. You can even assign “experts” to each topic to make sure you are tasking the right people in your organization with keeping the content up to date and accurate. Sigh of relief.
Now that you have a centralized system for documentation, you can also ensure that updates and new information reach your whole team in real time. Again, this is more important than ever for remote workers to productively and efficiently do their jobs with all the resources available to them. When an update is made, you simply need to click the “notify team” button and boom! The team now knows there was an update made that they should check out. It’s that easy!
Now, your remote team(s) have easy access to centralized documentation being updated in real-time. No more worrying about how to access it, find it and communicate it.
But, what about creating the content? It can feel overwhelming, especially when it comes to your Salesforce training. Not to worry, let’s look closer at our out of the box templates.
2. Hundreds of out of the box (free!) templates to get you started, like right now
As mentioned above, starting from scratch with content can feel overwhelming. This is especially true when it comes to your tools like Salesforce, for example. How can you make sure the info you are giving to your staff is accurate and easy to understand? And of course, you don’t want to leave anything out! If you are training and onboarding a new remote employee, you don’t always have the luxury of answering their questions face to face (over video chats). This is why it is extra critical to have complete and accurate information.
Spekit is here to help with hundreds of out of the box templates to cut your setup time drastically so you can get up and running ASAP.
“All of our go-live documentation for Service Cloud was defined and complete in about 10 total hours. That would have taken more than a week before Spekit.” – Bryan Miller, Director Business Operations for Bluewater Learning
Spekit offers templates and support materials for everything ranging from NPSP, FinancialForce, Sales Cloud, Salesforce Lightning and more. Simply sign up for Spekit and import the templates that make sense for you and customize to meet your specific business needs. Suddenly, you’ll have training guides for dozens of tools in a matter of hours – not months!tings.
3. In-app guidance for just-in-time learning where your employees need it most
Okay, now you are squared away with out of the box templates to get you up and running and centralized documentation, you now need to make sure employees have the support they need while working from home.
We know that everyone has a unique learning style and moves at a different pace when it comes to training. Some employees pick up on how to use tools like Salesforce quickly and for others it takes more time. And everyone needs new training when you inevitably make changes to your existing org as you evolve and scale your business. This is where Spekit’s in app guidance comes into play and helps you drive Salesforce adoption.
Let’s say you recently added a new field into your Salesforce. How do you let your team know this new information? An email, maybe? The information may stick with them when they first read it, but studies show we forget up to 75% of the information we learn in the first two days! This is really problematic for teaching your remote teams new information or about a new field in Salesforce.
We recently conducted a survey and asked users how they would go about installing a DVD player if they were attempting it for the first time. See the results below.
This is why we KNOW that in app learning and having knowledge embedded into the Salesforce platform is so crucial. Now when you add the new field, you can notify users but also feel reassured that when they get to this new field and forget what it means and why they need to fill it out, they simply have to hover over the Spekit icon next to it and have all the information they need.
You can take a deep breath knowing that your team will be happy and well equipped to take on whatever comes their way in Salesforce.
4. Extensions to save you time, no more aimless searching for answers (sorry Google!)
Lastly let’s look at the Spekit browser extensions and application extensions, and how they save you time and help your remote teams.
Let’s start with a quick example. Let’s say one of the members of your sales team is writing an email to a prospect before a demo call. All they need to do is pop open their Outlook extension, and quick search for the “pre demo questions” topic and boom! Everything they need is right there in front of them. They can quickly copy and paste the questions they need into the email and they are ready to send it. They did not have to take time to message or call their manager to clear the questions they were planning to ask, they had the pre approved important ones right at their fingertips.
Remember how in the last section we talked about the importance of embedded knowledge? Spekit made it easy and user friendly for users to get the information they needed when and where it was most important. Now imagine your users can take that same easy access of information anywhere they go online. With the Chrome extension, answers and support are only a click away. Employees no longer have to exit out of their browser to track down information, they can access it in real time wherever they are.
Spekit also gives users the ability to save their most frequent searches in the extension. If they are continually running across a process they don’t understand or a question they can’t remember the answer to, they are able to quickly visit their saved searches to pull up the information even faster.
With the Spekit browser and application extensions, your users are empowered to take on whatever challenges come their way. They have instant access to all of the documentation, templates, training and updates in your organization. Now your remote workers have everything they need to be successful.
Spekit makes working from home a breeze
With all of the challenges that come from adapting to the new working from home model that many businesses are facing, Spekit is here to help. We understand these hurdles because we are facing them as well. Using our own tool has made this transition smoother and easier for our team, even the employees who have never done it before.
Spekit makes centralizing documentation possible, provided out of the box templates to get you started, in app guidance and browser and application extensions to provide information when and where employees need it most.
We are here to help your team as we all adapt and adjust to this “new normal”. For more information about how Spekit can help your team ease into working from home or to see a demo, click here. To get started with Spekit for free click here.
Surprising as it may sound, the biggest challenges you’re likely to face in migrating from Salesforce Classic to Salesforce Lightning are not issues with technology.
The biggest challenges are on the human end. Or…is that really a surprise? After all, they call it the Salesforce Lightning “Experience.” And, people are the ones who have experiences.
Image your experience in this scenario: You’re a Salesforce Classic pro, but today you head into work, log in to Salesforce Lightning for the first time and suddenly, whoa:
Where are my opportunities?
How do I log calls?
How do I send a contract?
Humans are creatures of custom and habit. Switching habits can be a long and arduous process. But, for many, the time for migration to Lightning is no longer a nice to have, it’s a necessity.
So, the question becomes, how can you make this migration experience as painless as possible for your team?
Without a doubt, great documentation plays a key role in the success of any migration. Having engaging, up-to-date, easy to digest and easy to access documentation will provide ongoing support for your team well after your training sessions are over.
But, traditional documentation comes with its own set challenges.
First, an organization migrating to Lightning typically has to write all new documentation from scratch. That’s a big pile of work.
Second, while documentation and training are critical to a successful migration, the way they’re presented typically requires stepping away from what you’re doing in order to learn about…what you’re doing.
Somehow, that doesn’t seem quite right. Seriously, wouldn’t the best way to learn about a new experience be from within that experience?
That was exactly the thinking of Brett Barlow at Postmates when he led their recent Lightning migration. Brett started the team out by reviewing the documentation and release notes. Then, had them create a list of every process they’re currently performing in Salesforce, so they could be clear on exactly what they were looking for in the new interface.
Then, he did something unexpected. As he explains it, he wanted to get the team up and running on Lightning as quickly as possible, which to him meant turning Lightning on and removing the option to revert to Salesforce Classic:
…I recommend turning it on and hiding the option from all users. This can be done by removing the Lightning Experience User permission from your custom profiles.
And yes, turn it on in production.
As demonstrated by Jeff and the team at Postmates, a successful migration requires:
- Getting the right information into the hands of the users
- Defining your organization’s unique set of processes
- Getting the users into the platform so they can begin familiarizing themselves
It’s a good approach. But, how much more effective might it be if those three steps could be combined into a single step?
What if you had on-demand documentation and training to ease the transition to Salesforce Lightning while working within Lightning itself.
Introducing: Just-in-time Learning Embedded in Salesforce
A just-in-time learning platform would let teams centralize their knowledge in one place and deliver it within their Salesforce workflow.
The key to such a platform would be breaking processes and tasks down into bite-sized pieces of custom knowledge that can document any process, action, or terminology within a workflow.
With a platform directly integrated with Salesforce, users could work normally until they get stuck or have a question. Then, a simple hover over an icon beside a picklist, object or field value, will reveal the answers they need to move onto the next task.
With a solution like this integrated, when you log in to Salesforce Lightning for the first time and you’re not sure where your opportunities are, or how to log a call, or how to send out a contract—the answers are right there at your fingertips. With training on-demand, you can learn the Salesforce Lightning Experience from the inside.
If your team is preparing to migrate to Lightning, just-in-time learning platforms like Spekit provide out-of-the-box content to help take the pain out of content creation.
- Click to import to “Salesforce Lightning 101” content
- Click to integrate with Salesforce, and easily customize any bites of content on the fly to meet your specific business needs.
- Include the processes and definitions needed for your specific workflow, and boom! You’ve added embedded training directly within Salesforce.
You can relate the bite-sized chunks of information to relevant Objects in Salesforce so the information is easily accessible by the user. You can also use these pieces of micro-documentation to add context to your stages or picklists to eliminate confusion.
With a tool like Spekit, documentation is collaborative, supporting knowledge sharing throughout the team. If you add or update a definition to any field imported into the platform directly from Salesforce, the platform would automatically identify that a definition has been added to that field. On refresh, the help icon would appear and any user who needs it now has access to that new or updated information.
When education technology company Hobsons started looking to transition from Salesforce Classic to Salesforce CPQ, it became clear they would first need to get their team up and running on Salesforce Lightning.
They wanted to find a way to deliver training to the team that was fast, integrated, and could be easily updated. They implemented Spekit to bring their 300-member team up to speed on Salesforce Lightning with just-in-time learning.
They found that this approach helped improve retention, reduce questions and free up time for their team to focus on other tasks. In fact, they found that after putting the platform in place, they reduced Salesforce training and support tickets by 35%.
Hobsons’ experience helps drive home the point that a just-in-time approach is good for more than migrating from one user interface to another. Contextual learning is probably the best way to get newly onboarded users up and running. Moreover, it’s a great way to support experienced users.
This style of training is less about having everyone go through a “session” or “sequence” and more about allowing anyone to ask and get answers to Salesforce questions in real-time.
Even an experienced user might forget which opportunity field to select. But, with a platform such as Spekit, they have access to answers in real-time.
Whether migrating to a new version of the platform or just trying to get through a day’s workload, they’ll be learning in the best possible setting—their own workflow.
So, you have myTrailhead and are thinking about adding Spekit. Or, maybe you’re looking at getting both? You might even be comparing the two trying to determine if you need both of them.
You may be asking yourself, “how will these tools help me maximize my in-app learning, new employee onboarding, and continuous training?”
Great question! Navigating your training journey can be tricky with so many options available. There’s no doubt that the LMS space is growing and rapidly. In fact, according to Zion Market Research, LMS systems will be valued at roughly $19.05 billion by 2022. That’s a whole lot of reasons to make sure you are paying attention!
Still, it can feel overwhelming when looking into different applications and where to begin. Luckily, we’re here to help.
Let’s start by doing a quick breakdown of what myTrailhead and Spekit are, the differences between Spekit and an LMS solution, and how you can combine them both to train like a rockstar! Ready to dive in? Let’s go!
So what is myTrailhead?
myTrailhead was adapted from Salesforce’s “Trailhead” platform. Chances are if you’re involved in the Salesforce ecosystem in some capacity, you’ve heard of this platform.
If you’re brand new to the ecosystem or unfamiliar, click here to read more!
What is it? myTrailhead is a traditional style LMS (learning management system) that is designed as a series of learning modules that users can take in a specific order. Your employees can take courses that you have designed for them to assist with your onboarding and training process.
How does it work exactly? myTrailhead gives you the ability to build out “trails” similar to a course in an LMS for your employees to use during onboarding and training. Putting together a dedicated “myTrailhead team” in your organization, you can begin to make your own trails. Each trail is comprised of a series of modules containing important information your employees need to know.
This information can extend beyond Salesforce CRM training and onboarding. For example, you can work with your IT team to put together information about important security measures each employee needs to be aware of and comply with. You can even add quizzes to the end of each module to reinforce the content being taught.
This is a great starting point for onboarding but what happens after they complete the module, when they’re in their day-to-day workflow and have a question? What happens when a small process change is made that they need to learn (ie you add a new field in Salesforce)? Do you create an entire module and have them go through it again?
When businesses are looking into “agile” learning platforms, they’re looking for systems that are customizable, user-friendly, tailored to their unique business needs and are quick to stand up (TalentedLearning). Enter, Spekit.
Now that you’re familiar with myTrailhead and how it can help with initial onboarding and training, let’s take a closer look at Spekit.
First of all, what does it do? Spekit is the leading just-in-time learning platform for driving adoption across applications.
What does that mean? With Spekit, teams can embed and surface bite-sized enablement and training directly in the tools they use every day so that employees can access answers if they get stuck, when and where they need it without leaving their workflow. This is important because studies show that we as human beings generally forget about 60% of what we just learned in only about 20 minutes!
The platform gives organizations the flexibility to move quickly, drive change and scale learning with growth.
Spekit helps to not only train and onboard your employees but also to continuously reinforce and re-engage employees with just in time learning, embedded through your team’s workflow. This is important because ROI on Salesforce does not happen immediately after implementation.
Why does ROI not happen right away? As you use the Salesforce platform more and more, you will begin to mold and tweek it to fit your organization’s unique and specific business needs. Each change will require you to notify your team and re-train them.
It is not enough to simply notify them and hope they return to the centralized documentation system for more information. The chances of them doing that extra step are slim. You consequently run the risk of users developing work arounds, returning to legacy systems or simply not using the platform.
This is where ROI can be lost and why it is important to embed your training and resources into the platform itself. It allows your users to get answers to the questions they have in real time without having to hope they return to a traditional LMS system to visit the documentation.
It’s not just a one-sided approach either, Spekit allows your users to give valuable feedback in real-time within the application itself, letting you know what content is working for them and what is not. With the feedback gathered from Spekit, you’re able to identify bottlenecks in the learning process and make updates to content instantly to maximize impact and efficiency.
Even when employees are outside the app, information is still easily available to them without having to take the time to go back in. With the Chrome and Outlook extensions, users can access answers to their questions on the spot, anywhere they’re working.
Can you see how Spekit allows you to take your training well beyond the onboarding process? It allows you to seamlessly integrate learning into all of your business applications and avoid the headache of manual updates and confused employees. This in turn makes you a rockstar.
Where do they meet?
Now that we understand what each of these tools do on their own, let’s take a look at why adding them together can take your onboarding and training journey to a new level.
We all know that the onboarding during a new employee’s journey will never cover every employee’s question right out of the gate.
It will be a great jumping-off point for them to hear a deep dive about your business, the tools available to them, requirements and KPIs and the necessities of how to get started in their roles.
Chances are in the next coming weeks and over the course of their employment, they will have many many more questions. Starting them off with a detailed repository of onboarding information that’s centralized and easy to access is key.
Having users run through myTrailhead trails and modules will provide a foundation for them with the option to come back and retake a course whenever necessary. This, however, is not enough. The likelihood of revisiting an LMS system for each and every question that comes up is very low. Why? Because it is time-consuming and assumptive that they will remember exactly where the content lives on their own.
What is the answer to combat this? Employees can use Spekit to answer all of those ongoing questions that will continue to come up without having to go searching for the answers in myTrailhead.
For example, think about your Sales process. Chances are very high you will train your Sales staff on your specific process in their onboarding and initial training. But chances are also very high that this will not be enough.
Your employees will need lots of reinforcement as they get started and even as they settle in and feel comfortable. They may get confused about what requirements need to be met in order to move an opportunity from step 1 to step 2. Or maybe they do not remember which fields are required or what details they need to add in each step.
If you expect them to leave their workflow to spend time searching your LMS for the answer, think about how much of both their time and the company’s time is being lost. This extra step causes needless stress and confusion when they could be spending their time elsewhere (like prospecting).
Let’s look at another quick example. What if that same rep needs to create an opportunity report to monitor their individual pipeline and are unsure how to start. Now, they can use the out-of-the-box Spekit content with step-by-step instructions on how to create a report. Voila! They were able to answer the questions they had without ever leaving the page, asking a coworker or emailing support.
Another great use case for Spekit is ongoing change communication and training. Tools and businesses are in a constant state of flux. Nobody has time to create an entire training module every time a field definition updates, a territory change is rolled out or an opportunity stage is revised.
Spekit is the easy to use, create and scale solution for training and change communication. You can quickly ping updates to impacted team members that appear via notifications, email, through the Chrome Extension and in Salesforce itself to keep everyone on the same page at all times.
Combining myTrailhead and Spekit makes YOU a rockstar!
With Spekit and myTrailhead combined, employees are empowered with the answers and coaching they need to succeed. And when your employees are happy and well equipped, your business runs smoother and more efficiently saving both time and money.
We wanted to learn what challenges Salesforce admins face the most when it came to training and documentation. Are they constantly pushing changes? How do they communicate on those changes? Do those methods map to how people want to learn? Check out the following survey results to see what we learned!
With Teams, leverage your existing permissions in Salesforce to automatically generate teams in Spekit. Use these teams to easily personalize your content and communication.
Since adding in Spekit to address their unique needs and pain points, Arts Midwest has seen important and time saving changes in their organization. They save time during onboarding and employee enablement. They’re also ensuring consistent communication of information as a team and are able to quickly access and share helping answers to FAQ’s in real time.