Post-go-live training, refreshers and user feedback
Key Takeaway
Training continues after go-live, so build refreshers from the questions users ask most often in your support process. Small, informal recorded sessions shared on demand are a recommended way to deliver them.
Training does not stop when a Salesforce solution goes live. After launch, teams keep users productive with role-based scenario training, refreshers built from real user questions, and a clear way for users to get help and give feedback. User feedback then shapes new training and the enhancement roadmap, which helps keep adoption from fading after the launch excitement wears off.
Training continues after go-live
Training is not a one-time event. Before go-live, training is onboarding. After go-live, training continues as ongoing help when users run into issues, such as troubleshooting.
A scenario describes daily work, so training should focus on each role's day-to-day work.
The recommended sequence for a new user has three stages:
- Before go-live, users learn the basics.
- After go-live, users get scenario training ("do my job" training).
- After scenario training, users get refresher topics, such as navigation refreshers and top tips based on questions users ask.