To get started with a Customer Relationship Management, or CRM, platform for your business is an investment. It’s not just an investment for your business, but an investment for you, your stakeholders, and the ones who will be using the system. There may have been a number of reasons that you decided to get a CRM but no matter what those reasons are, it takes users to make it successful.
Those users also need to know how to make themselves successful once they are using CRM. Training your users to use CRM doesn’t have to be a complicated or time-consuming process, but is necessary to make them effective. A good CRM platform will provide the tools and support to get you up and running quickly — we’ll share the ones that are available for Salesforce Essentials.
For visual learners, seeing how a process is done on-screen can make doing that process even easier to understand.
On-Demand Videos of Workshops and Setup Guides can take users through step-by-step processes, from how to import your data to setting up reports and dashboards. These videos can be a great starting point since they allow users to pause, restart, or re-watch at their leisure.
Hands-on Workshops can help users further grasp and master the features of CRM. During one of these workshops, an instructor will walk you through processes, much like in the on-demand videos. Since these are live events, you also gain the ability to ask questions during the training.
While many companies, including Salesforce, would love to be able to provide video demos of every single process within the CRM, it’s not always feasible. Each company is unique, so we provide videos for more high-level processes that are commonly used regardless of the type of business you have. For other setup or customization that you wish to do, there’s the Knowledge Base.
A Knowledge Base is available 24/7/365. No matter when you are working in the system, you can always access the Help site to get access to helpful documentation if you are unsure how to do something.
View some examples of our most used Knowledge articles:
Training your users does not need to be only an external process. You should empower your users to create internal Knowledge articles and documentation specific to your organization. This will help them not only feel more engaged with your CRM system and processes, but it can have added benefits for your organization.
Consider the following:
These are some of the benefits of having your own internal Knowledge Base of information. With Service Cloud as part of your Essentials org, you can create that Knowledge Base within Salesforce itself. Keep in mind that it is important to ensure your documentation is updated regularly so the information is relevant and accurate.