Salesforce User Training: Best Practices, Methods, Courses
- Published:
- Updated: October 4, 2024
With its expansive reach across 150,000+ sales organizations and owning 23% of the enterprise CRM software market as of 2024, Salesforce continues to set the pace in the industry.
At its core, Salesforce offers a level of customization and functionality that’s hard to match, letting businesses tailor the CRM to their exact needs. Yet, this customization brings complexity, necessitating thorough and ongoing CRM user training for teams. Whether it’s account executives, BDRs, CSMs, marketers, or customer support agents, each role demands a specific understanding of Salesforce to leverage its full potential.
Recognizing this, it’s crucial for organizations to implement a Salesforce training program that’s as diverse as the workforce it serves. This program should not only address the immediate learning curve, but also support sellers with on-demand performance support and driving adoption of new features and platform updates.
In this article, we explore how to create an effective Salesforce onboarding and training plan for your organization, discuss four different types of Salesforce training methods, and provide a comprehensive list of certifications and learning resources to empower your teams.
How to Create a Salesforce Training Program
Setting up a Salesforce training program is similar to any major training initiative. It starts with understanding your unique needs and customizing the approach to fit your team’s specific dynamics. A well-crafted training program cuts through complexity by focusing on practical application and continuous improvement.
Here are key steps to develop a training program that not only educates but also engages your team:
1. Identify each department’s Salesforce training needs and goals
To tailor your training effectively, start by connecting with department heads to clearly define what Salesforce tools and functionalities their teams will utilize. It’s essential to dig into the details to ensure that your training program aligns precisely with their day-to-day activities and enhances user adoption.
As you develop your training strategy, it’s also important to think about how you’ll gauge its effectiveness. Don’t just count who finishes the courses. Instead, actively seek feedback through surveys and one-on-one discussions, or use advanced tracking like xAPIs to monitor their learning journey.
This approach allows you to continuously refine your training, ensuring it remains relevant as your Salesforce environment evolves, new employees come aboard, and business needs change. This adaptability in your training program will keep it effective and aligned with each department’s goals.
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2. Get budget approval from leadership for your training programs
Securing the necessary funding is your first step when setting up a Salesforce training program. Understanding each team’s specific needs helps you accurately forecast the costs involved. For example, Salesforce’s Trailhead offers no-cost training options, but if you opt for more personalized instruction, costs can range from $300 for a half-day online class to $2,900 per employee for an intensive week-long onsite session.
As you plan, it’s crucial to match the types of training to your team’s actual requirements. Employees who perform basic tasks might only need brief, online sessions, whereas those who rely heavily on Salesforce for their daily operations might benefit from more detailed, extended training periods. With these considerations in mind, you can compile a detailed budget proposal that reflects the true cost of equipping your team with the skills they need to succeed.
3. Tailor training to specific Salesforce roles and skillsets
With role-based training, CRM application owners and sales leaders can tailor their Salesforce user training to specific roles to help drive Salesforce adoption by enabling end-users with the functional and technical skills they need to do their jobs effectively. This includes:
- Admins who act as a point person for the platform and help the organization get the most out of Salesforce
- Architects who handle the big picture CRM planning and problem-solving
- Consultants who help implement the platform, from customization, migration, set up, and adoption
- Designers who design and set up tasks and workflow, analyze user friction and dropoff areas, and build in-app guidance to assist users through complex processes
- Developers who use custom code to bring the architects’ vision into reality and build highly customed instances of Salesforce
- Marketers who use Pardot, Marketing Cloud, and other marketing-centric Salesforce platforms to build email campaigns, set up marketing automation flows, create landing pages, nurture prospects, and more.
You’ll also want to support your CRM users with behavioral skills that focus on driving maximum ROI from Salesforce. This includes supporting your sellers and other CRM users with guides on SFDC best practices, how to maintain clean CRM data quality, how to create reports, and more.
4. Agree on a realistic timeline for training rollout
Each organization’s Salesforce setup is unique, which means training times vary widely. A few weeks may suffice for simpler systems, whereas more complex configurations could require several months.
Implementing Salesforce features gradually can help manage the learning curve, allowing employees to absorb new tools and processes at a comfortable pace. Using an implementation partner can be invaluable in crafting a realistic timeline tailored to your specific needs and the intricacies of your system.
Keep in mind that Salesforce training is an ongoing necessity. As the system evolves with updates and new team members come on board, continuous training ensures that everyone stays proficient and confident in using the platform. Regular updates and training sessions help maintain team competence over time.
5. Communicate with employees about the upcoming training
Clear and timely communication is crucial for the success of any project, including the rollout of a Salesforce training program. If employees are uncertain about the training details—what it entails, how to access it, and when it starts—they may feel overlooked or undervalued.
It’s essential to start the communication process early, even if not all details are finalized. Being transparent about what you know and what you’re still figuring out can build trust and mitigate any potential frustration.
To keep everyone on the same page, develop a clear, documented timeline that outlines each stage of the training. Introduce this timeline during a kickoff meeting where you can walk through the plan, field any questions, and directly address concerns.
Following the kickoff, maintain open lines of communication through regular updates via your company’s preferred channels, like Slack or email. This ongoing dialogue ensures that the training starts strongly and adapts and evolves effectively in response to employee feedback and organizational needs.
6. Solicit sales training feedback
Crafting an effective feedback system is crucial to enhancing your Salesforce training program. It starts with simple, direct tools like Slack polls, Survey Monkey, or Google Forms to quickly gauge how well the training resonates with your team. These tools can provide insightful snapshots of their training experiences, highlighting what’s working and what might need a tweak.
But gathering feedback shouldn’t be a passive process. Actively seek out your team’s insights—not just after the training ends but as an integral part of the learning journey. Engage them in regular discussions to capture their real-time reactions and suggestions. This approach isn’t just about collecting data; it’s about building a dialogue that values their input and fosters a culture of continuous improvement.
Most importantly, implementing a post-training feedback survey is essential. This isn’t just a formality—it’s a strategic tool that gathers critical insights, helping you refine and adapt your training approach to better suit your team’s needs. This survey serves as a cornerstone for evolving your program, ensuring it remains as effective and relevant as possible for every new group of trainees.
Best Salesforce Onboarding and Training Methods
Training in any organization should be as diverse and adaptable as the people it’s designed to support. There’s no one-size-fits-all solution here. Each person brings their unique learning style, personality, and professional needs to the table, making it essential to offer a variety of learning methods.
Your organization’s specific requirements, shaped by custom setups and unique workflows, further emphasize the need for tailored training approaches. How you choose to structure and offer these learning opportunities can significantly influence their effectiveness.
Here are some of the most effective Salesforce onboarding and training methods to try within your organization:
1. Online course providers
Online course providers like LinkedIn Learning, Coursera, and Udemy provide recorded video lectures and training programs on Salesforce, providing a self-paced, flexible, and cost-effective way to build CRM skills for your sellers.
While these courses may lack much customization, they serve as excellent primers to familiarize new users with Salesforce’s key products and functionalities. Learners have the freedom to start these courses whenever they choose and progress at their own pace, accommodating different schedules and learning speeds.
Online course providers that provide Salesforce training programs include:
2. Learn Salesforce via Trailhead
Since its official release in 2014, Trailhead has revolutionized how newcomers engage with Salesforce, making it the go-to training platform for mastering both Salesforce Classic and Salesforce Lightning.
Trailhead is Salesforce’s official online education and training platform. It’s not only widely recognized for its comprehensive learning paths for sellers, but also for its variety of course offerings that cater to varying skill levels and professional needs. Trailhead’s structure allows users to explore different facets of Salesforce at their convenience, making it an invaluable tool for both beginners and seasoned users looking to expand their knowledge.
Trailhead uses a gamified training approach, breaking down the vast world of Salesforce into manageable modules and units. This structure makes it an ideal starting point for new employees to get to grips with the basics of Salesforce.
Gamification has proven to be a crucial strategy in onboarding new users to Salesforce. In 2015, Salesforce implemented gamification techniques with a tech company that had over 25,000 users. They noticed that less than half of the employees were regularly logging in, which significantly impacted productivity.
To combat this, Salesforce and their customer success team devised a series of “challenges” that spanned 10-12 weeks. These challenges, which encouraged users to reach Bronze, Silver, and Gold levels, weren’t just fun; they were based on the psychological principle that it takes about 100 days to form a habit. This approach led to a dramatic increase in user engagement, with the total login percentage soaring to 84% within a year.
Trailhead isn’t just about generic learning paths; it offers several customizable features:
- myTrailhead: Allows companies to tailor content specifically for their team’s needs, enhancing learning engagement by aligning it with corporate goals.
- Trailmixes: Users can create customized learning playlists that include their chosen modules, projects, and badges, making learning both personalized and dynamic.
- Trail Tracker: This tool enables managers to track and report on individual progress through specific assignments and badge achievements, ensuring that training milestones are met effectively.
These features make Trailhead a powerful tool for companies looking to foster a continuous learning environment and build a deep understanding of Salesforce within their teams.
3. Instructor-led live classes
There’s something uniquely effective about live, instructor-led classes.. Whether these sessions happen in a traditional classroom setting or are eLearning experiences, they bring a personal touch to learning that pre-recorded videos simply can’t match.
In these classes, instructors adapt their teaching to the real-time feedback they get from their CRM learners, making every lesson as relevant as possible. This adaptability allows employees to not just learn but to engage deeply with the material.
This type of training isn’t just about passing information; it’s about creating a learning community that encourages active participation and fosters a collective growth mindset. Such environments are invaluable, especially when tackling complex topics that require a nuanced understanding.
Instructor-led training combines the structure of traditional learning with the flexibility needed in professional settings, making it a potent tool for comprehensive education.
A few popular instructor-led Salesforce CRM training courses include:
4. Salesforce In-App Guidance
Salesforce In-App Guidance provides CRM application owners and sales leaders the tools to create in-app guidance to walk end-users through contextual SFDC processes and tasks, enabling them to learn in the flow of work.
It integrates directly into your Salesforce environment, allowing administrators to set up prompts and interactive walkthroughs right where employees need them most. It’s particularly handy for onboarding new CRM users or introducing existing team members to new functionalities within Salesforce.
For example, let’s look at a new seller. The first tiem they log into Salesforce, they’re greeted not just with the standard interface, but with intuitive, animated pointers and text bubbles that guide them through tasks with step-by-step instructions. It’s like having a virtual guide that directs them to the next step, ensuring they feel supported and confident as they navigate the platform.
While Salesforce In-App Guidance offers a significant level of customization and can enhance the user experience by simplifying complex processes, it does have its limitations. It’s confined to use within the Salesforce platform itself.
For many organizations that customize their systems with proprietary solutions or third-party integrations, this tool alone may not fully meet their training needs. Despite these constraints, it serves as a foundational step towards creating a more interactive and responsive learning environment for Salesforce users.
5. Digital adoption platforms (DAPs) to create contextual in-app guidance and self-help support
Digital adoption platforms (DAPs) are thrid-party vendors that provide in-app guidance and user support like Salesforce In-App Guidance, but with more advanced features and capabilities. DAPs are transforming the way organizations approach end-user training for enterprise software like CRMs, HCMs, ERPs, and more.
DAPs are integrated into the fabric of daily workflows, making them an essential tool for companies aiming to enhance user adoption and proficiency. Platforms like Whatfix DAP go a step further than simple training and onboarding, providing on-demand performance support that enables sellers to increase their productivity and maximizes CRM ROI.
With Whatfix for Salesforce, CRM application owners and sales leaders can utilize a no-code editor to create interactive guidance and contextual support that overlays end-users tasks and workflows. With Whatfix, you can:
- Accelerate time-to-proficiency for new CRM users with in-app Tours and Task Lists.
- Use Flows to guide users through complex sales workflows or infrequently done tasks.
- Nudges CRM users to take a specific action or provide additional information on a sales process or account with Smart Tips.
- Improve CRM data quality with inline Field Validations.
- Alert sellers of CRM process changes, upcoming deadlines, new sales documentations, updates to Salesforce, and more with in-app Pop-Ups.
With Whatfix Self Help, enable your CRM users with an in-app resource center that allows them to search for any sales documentation or enablement material, troubleshoot SFDC issues, and help them sell better with best practices. Self Help integrates with your knowledge repositories, like your LMS, sales playbooks, SOPs, company policies, product knowledge training, and more – enabling CRM users to use its search functionality to quickly find help content that supports them in the flow of work.
Leading organizations like REG, Sophos, and Experian use Whatfix to drive Salesforce adoption with in-app user training and support. Learn more about Whatfix for Salesforce now!
Software clicks better with Whatfix's digital adoption platform
Enable your employees with in-app guidance, self-help support, process changes alerts, pop-ups for department announcements, and field validations to improve data accuracy.
6. Salesforce Chatter app
Salesforce’s Chatter app has transformed how teams interact within the platform, making it as straightforward as your favorite social networks. It’s a space where new users can seamlessly ask for help or advice, learning the ropes from the varied experiences of their colleagues rather than relying solely on formal training.
Chatter is essentially a social network built right into Salesforce. Its user-friendly setup encourages everyone to stay connected, no matter where they are. This openness not only fosters transparency but also promotes a culture of collaborative problem-solving. Everyone can see ongoing discussions, chime in with their insights, and collectively find solutions.
One of Chatter’s standout features is its ability to let users perform tasks directly within the feed. Need to update an order or open a new account? Do it without ever leaving the conversation. This functionality doesn’t just save time; it keeps relevant discussions and actions linked, enhancing the team’s ability to respond swiftly and effectively to new information.
7. Traditional documentation and videos
Sharing multimedia content for self-training has been a longstanding practice for onboarding new hires. This method often includes everything from detailed, chapter-wise videos to extensive sales documentation. While comprehensive, the challenge has always been the sheer volume of information, which can be overwhelming for newcomers.
To make this vast amount of sales documentation more digestible, start by organizing it into clearly defined categories or “chapters” that focus on specific Salesforce features. This helps manage the content more effectively and turns the documentation into a user-friendly resource that employees can refer to as they navigate their new roles.
When it comes to training videos, brevity is key. According to a study by Vyond, 75% of viewers engage with training videos that last no longer than two minutes. If a topic needs more time, consider breaking it down into shorter segments that maintain the viewers’ attention without sacrificing the depth of information.
To prevent information overload, a gradual training delivery method can be highly effective. Imagine introducing a “daily dose of Salesforce” strategy, where employees receive one short training video each day. This approach paces the learning and keeps the content manageable and engaging. All these videos can then be archived in a central repository, allowing employees to revisit them whenever necessary.
Refining how we present training materials makes learning more accessible and less daunting, helping new hires absorb information at their own pace and with greater clarity. This thoughtful approach not only enhances learning, but also fosters a more supportive environment for newcomers adjusting to complex systems like Salesforce.
8. Gamification to encourage Salesforce learning
Gamification in Salesforce training brings a vibrant twist to learning by introducing a system of credits and rewards. This approach taps into the natural competitive spirit among employees, turning the training process into a dynamic game where experienced staff assist newcomers. Each interaction where a seasoned employee helps a colleague strengthens team bonds and earns them points. These points accumulate on a leaderboard, making them eligible for various rewards.
This method proves especially powerful because it transforms the learning environment into a more engaging and collaborative space. According to Kotter’s Change Model, incorporating rewards and recognition is crucial for facilitating effective organizational change. But the potential for recognition extends beyond tangible prizes. Everyday accolades, like verbal praise during team meetings, shout-outs on platforms like Salesforce’s Chatter, or even highlighting exceptional contributions in team newsletters, can significantly uplift morale.
Getting creative with the rewards themselves can also boost engagement. Instead of standard bonuses, consider offering perks like extra vacation days, free lunches with colleagues, gift cards, or group activities that can be enjoyed during work hours. These fun and personalized incentives encourage participation in the training program and foster a supportive and enjoyable workplace culture.
9. Assign an onboarding buddy
The buddy system is a way to welcome people to your organization and create a unique experience for them to start with. Practiced in Salesforce itself, new hires are assigned an onboarding buddy, who is the go-to person for the first few months. The onboarding buddy is responsible for onboarding the new hire onto the CRM platform and getting him/her comfortable in the workplace.
Salesforce onboarding can be stressful, particularly for new employees who don’t know their coworkers well. Provide a go-to person who can answer questions, support, and help ease the transition into the new role.
While a Salesforce onboarding buddy will need to be knowledgeable in all things Salesforce, their assistance should go beyond the CRM. New hires should turn to their buddies for everything from questions about company culture to where the coffee creamer can be found.
Make an effort to pair buddies that are most likely to hit it off. Consider the new hire’s personality, and find a potential friend within your team.
Lee Glenn, Senior Global CRM Training Specialist at Experian
30+ Official Salesforce Trailhead Certificates
Salesforce certificates are the official stamp of approval when Salesforce users pass an exam in Trailhead’s online course community.
Certificates help professionals build skills in various aspects and user types of Salesforce, and most companies hiring for Salesforce roles expect applicants to have at least a few certifications – especially if they lack relevant experience in that type of Salesforce role at a previous organization.
There are 30+ certificates available to earn, and the ones best for your teams will depend on your industry and needs. To make choosing your credentials easier, they break down into six roles:
These certificates are notoriously tough to earn, meaning it’s essential for anyone planning to take the exams to prepare by working through Trailhead courses and training modules. Most exams are around 60 multiple-choice questions and last anywhere from 1 to 3 hours.
We’ve compiled a list of all Salesforce Trailhead certifications broken into categories for you to find the right Salesforce certificate for you to build your personalized Salesforce experience and make yourself a better Salesforce user for your organization:
1. Admins
You’re probably familiar with the administrator role, as this person is a Salesforce expert. In many ways, this role becomes the point person for the platform and helps the organization get the most out of Salesforce by intimately understanding the platform, its nuances, and its overall capabilities.
Here are the official Salesforce Trailhead certifications for admins:
| Certification | Details |
| Salesforce Certificated Administor |
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| Salesforce Certificated Advanced Administrator |
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| Salesforce Certificated Platform App Builder |
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2. Architects
Architects do the big-picture CRM planning and problem-solving to ensure the platform meets user needs. This role is essential, as Salesforce platforms are usually highly customized to the point of needing custom app building and development. Architects typically are experienced administrators, developers, or designers.
Here are the official Salesforce Trailhead certifications for architects:
| Certification | Details |
| Salesforce Certified Identity & Access Management Architect |
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| Salesforce Certified Sharing & Visibility Architect |
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| Salesforce Certified Development Lifecycle & Deployment Architect |
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| Salesforce Certified Heroku Architect |
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| Salesforce Certified Integration Architect |
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| Salesforce Certified Data Architect |
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| Salesforce Certified Application Architect |
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| Salesforce Certified System Architect |
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| Salesforce Certified B2C Solution Architect |
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| Salesforce Certified B2B Solution Architect |
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| Salesforce Certified Technical Architect |
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3. Consultants
A consultant acts as a bridge between Salesforce and the company implementing a new Salesforce investment. This role is usually filled by someone with experience using Salesforce and experience helping companies implement the platform, from customization, migration, setup, and adoption.
Here are the official Salesforce Trailhead certifications for consultants:
| Certification | Details |
| Salesforce Certified Service Could Consultant |
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| Salesforce Certified CPQ Specialist |
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| Salesforce Certified Sales Cloud Consultant |
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| Salesforce Certified Field Service Consultant |
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| Salesforce Certified Experience Cloud Consultant |
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| Salesforce Certified CRM Analytics & Einstein Discovery Consultant |
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| Salesforce Certified Nonprofit Cloud Consultant |
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| Salesforce Certified Education Cloud Consultant |
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| Salesforce Certified Omnistudio Consultant |
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| Salesforce Certified Business Analyst |
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4. Designers
Designer roles are dedicated to creating the best end-user Salesforce experience. This includes designing and setting up tasks and workflows, analyzing user friction and dropoff areas, and building in-app guidance to assist users through complex processes.
Here are the official Salesforce Trailhead certifications for designers:
| Certification | Details |
| Salesforce User Experience (UX) Designer |
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| Salesforce Strategy Designer |
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5. Developers
Salesforce developers use custom code to bring the architects’ vision into reality and build highly customed instances of Salesforce for organizations. Here are the official Salesforce Trailhead certifications for developers:
Here are the official Salesforce Trailhead certifications for developers:
| Certification | Details |
| Salesforce Certified Platform Developer I |
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| Salesforce Certified Platform Developer II |
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| Salesforce Certified Java Developer I |
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| Salesforce Certified Industries CPQ Developer |
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| Salesforce Certified Omnistudio Developer |
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6. Marketers
Marketers are those Salesforce end-users who use Pardot, Marketing Cloud, and other marketing-centric Salesforce platforms to build email campaigns, set up marketing automation flows, create landing pages, nurture prospects, and more.
Here are the official Salesforce Trailhead certifications for marketers:
| Certification | Details |
| Salesforce Certified Cloud Account Engagement Consultant |
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| Salesforce Certified Cloud Account Engagement Specialist |
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| Salesforce Certified Marketing Cloud Admin |
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| Salesforce Certified Marketing Cloud Email Specialists |
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| Salesforce Certified Marketing Cloud Consultant |
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| Salesforce Certified Marketing Cloud Developer |
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7. Additional Salesforce training resources
Enhancing Salesforce training with various resources—like forums, articles, podcasts, and YouTube tutorials—tailors learning to individual preferences. This approach isn’t just about variety; it’s about matching the right tool to the right learner.
Whether its visual learners engaging with dynamic videos or those who prefer reading diving into in-depth guides, each resource helps integrate learning into daily routines, transforming how your team interacts with Salesforce. This strategy ensures learning continues beyond initial training, keeping engagement strong and knowledge fresh.
Here are a few of our favorite Salesforce training resources from around the web to integrate into your continuous learning programs:
Whatfix bridges the gap between Salesforce’s capabilities and user proficiency by embedding personalized, interactive training tools directly into the app. This integration transforms the training experience, making it intuitive and directly aligned with the flow of work.
Key features of Whatfix for Salesforce include:
- Interactive walkthroughs: Guides users step-by-step through Salesforce tasks, providing hands-on learning directly in the app.
- Contextual guidance: Delivers real-time support with smart tips and contextual pop-ups tailored to the user’s current activities, enhancing understanding and efficiency.
- Comprehensive knowledge base: Offers instant access to customized resources and documentation, empowering users with the information they need when they need it.
- Automation of flows: Automates routine tasks, such as generating reports or updating records, directly within Salesforce, simplifying daily operations.
- Self-help wikis: Provides on-demand access to help guides and FAQs, enabling users to solve problems independently and learn at their own pace.
- CRM sandbox environments: With Whatfix Mirror, quickly create Salesforce sandbox environments to provide hands-on training to new sellers without risking live software usage.
- User behavior analytics: Identify areas of CRM user friction in your tasks and journeys with Whatfix Analytics. Analyze how users navigate your tasks to take a data-driven approach to create new in-app assistance.
Whatfix’s suite of features simplifies Salesforce training and enhances user engagement and proficiency. This strategic approach reduces training costs by up to 84% while tripling user proficiency, showcasing the substantial impact of effective digital adoption tools. Partner with Whatfix to ensure your team not only learns Salesforce, but masters it to drive your business forward effectively.
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