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improved apps for salesforce user engagement and digital adoption

6 Steps to Successful Just-In-Time Learning in Salesforce

Serving up content in context is the key

How many times have you witnessed users struggling to complete their Salesforce tasks or the Support team answering the same questions over and over again?

How often have you had to remind teams of the comprehensive Learning Management System (LMS) you set up?

How many different Salesforce adoption tools have you tried, from Trailhead to a bucketload of plugins, without achieving the result you wanted?

Your organisation’s LMS isn’t getting as much use as you hoped.

Content is out of date or irrelevant and data accuracy isn’t improving. Employees keep calling the Help Desk because they still don’t understand the purpose of certain data fields. You spend hours on the internet searching for tactics to improve Salesforce user engagement.

Meanwhile, your Salesforce Org needs to be documented, you need to deploy new functionality and manage process change effectively, all while trying to minimise the impact on your users.

Then you hear about just-in-time (JIT) learning.

Also known as “learning in the flow”, it leaps out at you as the best approach to drive active user engagement with Salesforce, helping employees make the most of their skills and stay informed.

But how do you make it work for your Salesforce Org?

Getting context and content right is crucial and now business critical. Succeed and you’ll see:

  • Fewer errors, which in turn increases employee confidence
  • Less pressure on users to “know everything”
  • Teams that understand the value of Salesforce in their day-to-day activities
  • A more consistent experience for your staff and customers
  • Higher productivity and far less time wasted
  • Happy end users
Let’s get started…

1. Look beyond the task in hand

When it comes to mastering just-in-time learning, it’s not only about the task in hand. It’s also about the user and their specific situation.

Context encompasses the entire user experience, from the job to be done (the task) to interactions with the app and any current or past issues with it.

To nail just-in-time learning, look at all the factors that determine context and the moments that matter for your users:

  • Their role and experience
  • Their preferred method and language of learning
  • What they’re working on at the time
  • Where they are within Salesforce
  • How experienced they are at using the app
  • How much time they have to absorb Support information
  • What content they have engaged with before and whether they found it helpful
  • The organisational culture and processes

All of this matters when deciding what content to share, in what form, when, and where.

context is king - All of this matters when deciding what content to share, in what form, when, and where

Without this knowledge, your context-sensitive training will address only a few of these elements, which means the application and field-level help will be of limited value to the end user.

“I strongly believe that most help and training solutions around today lack context. Why? Because the solution is separate from the platform where the user is actually working and its integration with that platform is poor or non-existent.”

Simon Thompson,
CEO & Co-founder of Improved Apps

2. Push the right content at the right time

Here’s a real-life story.

A client of ours had done a spectacular job at detailing their internal processes and compiling Salesforce help information. They had brought it all together in an 85-page long document.

The problem?

You guessed it. People couldn’t find the information quickly when they needed it, so almost no one was using it.

As part of the Improved Apps setup, we broke the document down into 150 snippets of information which we placed around Salesforce, to be served up to the employee only when relevant to what they were trying to accomplish at the time.

The effect on user engagement was immediate.

Strategically placed, bite-sized content can reduce the time, effort, and money invested in applications and training. Our clients have been able to

  • Reduce email-based support requests by 70%
  • Decrease the amount of training required by 50%
  • Cut training costs by up to 50%
  • Lower onboarding time by 20%

This approach also ensures your content is:

  • Transparent – clearly marked and easily accessible by all users
  • Consistent – everyone receives the same training
  • Easily managed – training and documentation remain within the company’s Salesforce instance
employee onboarding - Definitions, key concepts, language, processes & procedures delivered at point of need
Pushing content in context right when it’s needed and where it’s most helpful makes your documentation dynamic and useful. It can serve virtually any need – application adoption, change management, sales enablement, client services, in-app support, remote training, user onboarding… You name it.

Improved Apps, for example, enables personalisation out of the box by allowing you to answer Salesforce user questions as soon as they arise and direct them to relevant resources. Content and notifications are programmed to raise completion rates and strengthen knowledge retention.

What’s more, because it’s provided in succinct snippets of information and reading lists, training content is fun to use and painless to maintain – a win-win for all involved.

"In a first phase, we are using Improved Apps to build connectivity between L&D and Sales Cloud to provide easy access to relevant learning content and tools to refresh concepts when needed in a sales cycle, and help apply learnings while on the job.

This helps us increase the ROI of our investments in L&D and also drive adoption."

Juan Izquierdo, Sales Capabilities Program Lead – Boston Scientific

Don’t limit yourself to one or two forms of content either. People learn in different ways. Some will turn to videos, some may prefer to search written documentation by keywords, others will skip resources and jump straight into action.

Experiment with different formats

Try bite-sized info notes, infographics, recorded webinars, one-minute stories TikTok-style, detailed guides with GIFs – and optimise them based on user engagement.

Think about who your users are and ensure your content is easy to read and understand. Include tips and helpful advice from senior staff and management. Introduce a little humour along the way if that’s what works! This is your opportunity to shine.

That way, you’ll help people learn by doing – the most effective training method with a knowledge retention rate of 75% (vs 10% from just reading).

information at the point of need

3. Go native with an in-app solution

Pop-ups can be very annoying and are often blocked. Chrome extensions can be faulty, break with new Salesforce updates, or slow down the browser (not to mention the security concerns).

A native tool eliminates all of that. You’ve got one place to share all content, only instead of using Chrome extensions to deliver it, it’s native. And instead of producing pop-ups that can malfunction (or fail to work if the user has enabled stronger data privacy and security settings), it lives within Salesforce.

This means that authors can:

  • Provide bite-sized, field-level help and page walkthroughs or interactive guides
  • Embed clickable reading lists for extended training (like a ‘learn more’ path to the LMS, DMS, or CMS already in place)
  • Embed relevant content in any format
  • Encourage users to bookmark their favourite resources
  • Allow employees to create personal notes for future reference (which authors can analyse to improve help content and the knowledge base)
  • Keep resources up to date and accessible from any device. Zero risk of employees referring to old processes and becoming non-compliant.

Nobody has to learn another app or update content in multiple locations and, importantly, your data remains safe within your Salesforce environment.

Improved Apps is unique in its ability to provide embedded, native help and training. It also works on Salesforce Mobile and Experience Cloud – the two applications that browser extensions and even Salesforce themselves aren’t able to cover.

But here’s the best part.

With help content and reading lists natively embedded in Salesforce, your people can use global search (or Einstein Search) to instantly find answers, guidance, and documents from any device they choose.

Even myTrailhead users can’t do that.

“Who remembers the Microsoft paperclip? That didn’t go down well with users. Microsoft had to ditch it… A lesson learned here is to ensure you deliver your content in context, in a way that is less intrusive to your users.”

Simon Thompson,
CEO & Co-founder of Improved Apps

4. Add context – with more than content

In-app notifications can be more than irrelevant pop-ups or general updates. Use them as just-in-time nudges that truly contextualise content, ensure process compliance, and improve Salesforce user engagement as well as customer experience.

For example:

When a Sales Rep enters data about a deal…

you can use notifications to share videos and slide decks about the competitor they’re up against.

If there’s a service outage… 

trigger an alert to call centre agents so that they’re able to provide customers with up-to-date advice and information.

When a Sales Rep closes an opportunity…

you can trigger an alert with relevant information to the project team to take over the account and stakeholder communications. You can even set up notifications to automate Salesforce onboarding and training by prompting the next relevant steps, add links to resources and one-to-one help.

When it’s a change management issue…

you can use notifications to send targeted messages to those involved (instead of spamming everyone), highlighting the processes altered, and requesting a signed acknowledgement of receipt.

Tailor your notifications and alerts

With Improved Apps, Salesforce administrators can create branded notifications and alerts of different priority levels, pick the type of action or answer required, choose recipients by name, team, location, and other criteria, as well as track open rates and responses on an automatically created dashboard.

They get a real-time view of the number of notifications delivered, received, opened, signed, and acted on. They can check how many new hires have finished Salesforce onboarding and who’s late completing the latest regulatory training.

No more excuses. No more endless email chains, time wasted tracking read receipts and answering the same questions every five minutes.

employee onboarding Bite-sized insights tailored to the employee and specific task or record

5. Gather user feedback

As great as all of the above sounds, there’s one thing that can ruin it all – a lack of data and analysis.

People generally want content that

  • is always up to date
  • quickly answers their questions
  • can be found and easily consumed from any device
  • is relevant, understandable, and, therefore, useful.

But are you delivering?

  • How do you know if the just-in-time learning you set up works?
  • How do you know which piece of content was most useful? Or what format and length?
  • Was help available where users were looking for it?
  • Were all their questions answered and doubts eliminated?
  • How do you know what to create more of and where to optimise?

There’s no better way to answer these questions than by getting user feedback, ideally, at the time they’re engaging with Salesforce and consuming your resources.

Feedback prompts

Here are a few ways you can encourage user feedback without it requiring much of your or your colleagues’ time:

  • Provide the opportunity to interact with an in-app chatbot and get one-to-one support (and track frequently asked questions)
  • Enable comments on your content (and analyse user sentiment)
  • Add clickable question marks across the screen that load content and information (and track how often they’re clicked on and whether there are any noticeable patterns between teams, Salesforce experience level, or any other parameters)

Reading the signs

Improved Apps also allows administrators to add an invisible position detector to their Salesforce pages, which tracks and analyses user interactions, such as:

  • the pages (or subpages) and resources most visited
  • which field-level help content generates most engagement
  • where people click for more information without finding it (especially helpful when you’ve got limited time and human resources, but need results ASAP)
A screenshot of analysis (visible only to supervisors) that shows how many times users have looked at a Case without taking ownership of it. (Your chance to eradicate cherry picking cases once and for all.)
A screenshot of analysis (visible only to supervisors) that shows how many times users have looked at a Case without taking ownership of it. (Your chance to eradicate cherry picking cases once and for all.)

With this level of insight, you’ll be able to place the right content in the right context and make it simple for your users to master just-in-time learning.

Full analytics to support data-driven improvements in salesforce and sales enablement

6. Use data to perfect the user experience

Analyse results, hone your content.

  • If you know where users instinctively click for answers, you can add more information to help them accomplish tasks faster.
  • If you see non-compliance in some fields more than others, you can adjust the content around them.
  • If you see one team struggling with certain tasks and procedures more than another, you can help by removing area-specific terminology or adding additional explanatory notes.

You won’t have to guess what works, what doesn’t, and why. You’ll know.

Show you care with optimised content

Besides helping digital adoption, content optimisation will demonstrate that, as a business, you’re engaged, listening and taking care of your employees and clients. What’s more, when you use content and user engagement insights to focus on what matters you don’t waste time updating content your people don’t need.

Improved Apps offers Salesforce administrators and authorised users an AI-enabled Digital Adoption Solution with complete usage statistics, covering everything from what people are clicking on to where they get stuck or abandon the process completely.

You can drill through any chart for more detail or use filters to analyse content interactions and feedback by geography, job role, type of content, employee experience, team, and so on.

This approach empowers authors and authorised Salesforce users to:

  • Track improvements and bottlenecks in Salesforce usage
  • Improve content, help resources, and notifications
  • Reduce operational costs
  • Make productivity soar
  • Save time on content creation and management (by as much as 60%)

With an app as dynamic as Salesforce, you need a process for gathering, analysing, and applying user feedback. Fail to do that and you’ll see your help and training content go stale faster than your breakfast baguette.

“Improved Apps have not only provided us with a flexible, scalable, enterprise level solution but have partnered with us along the journey to provide an unparalleled level of support and guidance.

This native application does so much more than meets the eye, it really does open a world of just-in-time learning for a host of teams across your organisation.

It's not a massive leap of faith to realise the value, drive adoption and bring help to users when they need it.

Andy Louca, Head of CRM & Business Information – Refinitiv

The help and support you need to get started is provided in our Quick Start Guides and within the Apps
boost digital adoption

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