As Mitel prepared it’s rollout of Salesforce, a plan to drive adoption and usage through skill development was needed. To ensure a successful deployment, the plan included the following elements
- The WIIFM – “What’s in it for me?” message to drive adoption and explain the benefits.
- 9 Self-paced eLearning modules to drive skills development with knowledge checks to be loaded into the Mitel University LMS.
- 15 video Cloudcoaches embedded in-the-workflow that allow users to see how to accomplish specific tasks inside of Salesforce while using the program.
The outcomes were to demonstrate and support processes, illustrate functionality, increase Salesforce adoption & enablement, and connect with the end users to enable the business culture change.
Self-Paced eLearning Modules with Knowledge Checks
The 9 eLearning modules would cover the following Salesforce topics:
- Opportunity Management
- Lead Management
- Account Management
- Contact Management
- Activity Management
- Reports and Dashboards
- Revenue vs Bookings
- Using Chatter
Each module was scripted and visually storyboarded with Salesforce screen captures for client review, feedback, and to finalize for production. Production included capturing screenshots, creating task-oriented animated demos, adding professional voiceover, and creating knowledge checks to ensure the users comprehended and retained the information. Each module was then loaded and delivered to users through the Mitel University LMS.
For more information and demos of our CRM training please contact us.
Knowledge Now – Video Cloudcoaches embedded in the Salesforce CRM workflow.
Knowledge Now is a proprietary in-the-workflow coaching solution for Salesforce developed through a joint venture between Baker Communications and 4What. Knowledge Now embeds coaching videos, training, and links directly inside of Salesforce screens where users need it most. It provides relevant insights and guidance to accomplish specific tasks on the screen they are viewing and their role in the company.
Knowledge Now is like having a trusted trainer sit with you at your computer and guide you through the screens you are viewing if you get stuck or need assistance.
4What produced a series of professional training videos to address common questions that would allow users to quickly watch a video and avoid stopping to figure out what to do next.
The videos covered the following topics:
- Create a new task
- Create a new event
- Superior Elevator Pitch
- Leads tab overview
- View lead details
- Create a new lead
- Edit a lead
- Accounts tab overview
- View Account details
- Create a new accounts
- Edit an account
- Contacts tab overview
- View contact details
- Create a new contact
- Edit a contact
- Opportunities tab overview
- View opportunities details
- Create a new opportunity
- Edit an opportunity