SalesForce Training

Electronic Performance Support Systems (EPSS) are technology systems integrated with websites and online applications that allow users to guide themselves through processes. These systems are often used for technical training. They may offer pop-ups and icons that help agents learn and explore the material being covered.

EPSS technology puts users in the driver seat by empowering them to perform tasks, find information in databases, or present information. The information the EPSS serves up may appear in a variety of formats, such as videos, text, images, or data.

E-learning is on-demand and accessible anywhere with an internet connection, and can include learning management systems and digital training manuals. Beware of passive or read-only programs without opportunities for interaction, though. Generally, users don’t recall information as well as when they actively participate.

One interactive e-learning tool to consider for your customer support team is Trailhead, Salesforce’s free online learning platform, which provides a gamified experience. With Trailhead, a manager can recommend specific trails and modules relevant to the support team. Trainees can also expand their knowledge by exploring other modules of interest. Interactive quizzes and challenges incentivize progress through points, badges, and ranks.

Instructor-led training depends on the skill of the instructor. The best workshops allow for conversation, problem solving, and knowledge sharing. On the other hand, lectures with little audience participation may create a poor learning experience for some team members. Of course the challenges of instructor-led seminars include time, cost, and travel or audience size limitations.

A form of e-learning, webinars involve sharing knowledge through either a live broadcast or recorded video. Instructors may be on or off camera, and share presentations that include demonstrations or slides.

Whether live and interactive or on-demand, most webinars offer an opportunity for questions and discussion. Webinars are one technique for helping different employees learn the same material in a consistent way over time.

Teams or peer training may include mentor and buddy programs, lunch and learns, or role-playing and small group coaching. In-person team or peer training is an effective way to support upskilling and cross-skilling for agents.

To get started building out your training program, you might form a small committee that includes stakeholders from various levels and departments. Determine what assets you already have on hand.

How do you currently measure success and coach your team? What does everyone like about the current system, metrics, and goals, and what do they not like? What are the pros and cons of the status quo?

Finally, consider creating a survey to determine what your team currently knows and where there are gaps. Ask support agents what they wish they knew, or what they want to learn. Be sure to also include questions about previous training experience, and tenure in the customer service field as well as with your company.

Separate the survey responses of veteran employees from those in their first year. As you execute your new training programs, survey agents again to compare the data to your baseline.

As you build out your training, be sure to use all your resources — including your people. Different agents have diverse strengths. One agent may be amazing at calming frustrated callers. Another may be incredible at handling lots of cases at once. Another may be a social channel expert. All can help each other learn, and collaboration and co-teaching strengthens camaraderie among your teams.

Peer training also provides an excellent growth opportunity for both trainees and mentors. It gives mentors a chance to develop management skills and learn from others.

Experiment with pairings. Even new employees with previous customer service experience may benefit, as these more tenured folks may have habits from their old companies to unlearn. Everyone has room to improve to best represent your company.

As you roll out peer training, survey anyone involved in new programs like mentoring. What’s working? What’s not? Listen and adjust as necessary. Those surveys just might yield new or nontraditional customer service training ideas -- be open to them!

Customer service training continues to be a popular topic and so there are many resources available. Encourage your team members to share interesting articles or podcasts with the group.

Don’t forget about Trailhead. It’s free, and teaches soft skills as well as product knowledge and certification prep. It’s also growing all the time, so users can constantly find new ways to keep upleveling their skills.

Check out this curated Trailmix: “Lead as a Service Manager from Anywhere.” Here’s one to share with agents: “Succeed as a Service Agent from Anywhere.”

SalesForce Training

Remember, customer service training programs must evolve, just as customers do. Consider training to always be a work in progress.

As you build your customer service training program, remember that it benefits everyone. When you invest in your team, you improve the employee experience. When employee satisfaction goes up, so does customer satisfaction. To truly stand out as a company, make the customer experience the best it can be.

So you are an IT or Management professional looking at ways to specialize in a niche area for excellent career prospects. Salesforce training would be a natural choice, as more and more businesses are adopting Salesforce for their Customer Relationship Management(CRM) and marketing plans. You may also be an eCommerce practitioner or sales executive with a stagnant career path, exploring an upskilling course. Dive head-over-heels with the Salesforce platform that you have only heard of, and get hands-on with this market leader cloud offering through this article.

A Salesforce certification is a great way to gain expertise in the world’s number one CRM cloud platform that is in high demand across businesses of all sizes. What’s more, as the number of Salesforce platform end-users increase steeply, companies face a shortage of pros skilled in Salesforce knowledge. They want Salesforce proficient people who know the platform and can use its many services for business needs.

Salesforce is a leading cloud technology company with multiple Software as a Service (SaaS) and platform as a service (PaaS) products, and a complementary suite of enterprise applications. Its focus on customer service, marketing automation, and analytics; together with a seamless environment for application development and improvement, has made it the ultimate go-to platform for product development around customer needs.

Although Salesforce began as a CRM system that integrates every part of a customer touchpoint in a single platform, it diversified to offer more capabilities. Developers can build highly customized apps using the Heroku cloud platform for multiple language support. While its Community Cloud enables external collaboration, a continuous system of real-time feedback through Work.com aims to improve performance. The AppExchange supports the creation of business products and a marketplace for your business products. As a complete end-to-end solution, Salesforce’s myTrailhead allows customization of products to customer needs and the creation of add-on apps, using the PaaS Lightning Platform. A recent rollout, the Blockchain Platform, even facilitates building blockchain network and apps. Salesforce also has various non-CRM offerings such as Financial Cloud, Health Cloud, IOT Cloud, and so on. Ultimately, Salesforce helps to build better businesses with highly developed and customized apps that integrate well with the infrastructure.

As a cloud platform, Salesforce offers a wide range of products and solutions for SMEs (small and medium enterprises) and large companies. Salesforce entered the start-up space through subsidized license rates and later adopted various fee structures, thus ensuring universal global adoption of its suite of services. The features include all the possible aspects of marketing, sales, commerce, service, and operations.

Professionals in job roles related to development, leadership, management, and end-users are now eager to learn Salesforce, as more and more businesses are adopting it.

As the company website says, Salesforce brings together customers and companies. It automates sales processes and cuts down the admin.

The various channels of customer interaction are integrated seamlessly with the business teams on a single CRM platform in the cloud. Departments can have a complete view of the customer, at any point, and from any location. This empowers a company with data-driven decisions in real-time. The software is scalable, can be customized, and integrates with third-party applications for a range of customer-centric services. With built-in analytics, dashboards, and reports; and a flexible pay model, Salesforce has emerged as a popular platform for businesses of all sizes.

Salesforce is helping companies reap the benefits of automated workflows and processes. It also helps to achieve better customer service, customer relationship and brand building, customer retention, and higher returns on marketing investment (ROMI).

Is it any wonder that companies are migrating to Salesforce and looking for suitable professionals to get the best out of the system?

The Salesforce platform dominates the world market, with over 150,000 companies powering their business growth with Salesforce. From small businesses to tech giants like Google and Facebook, firms are using their suite of services and products to solve business problems. Industries across the spectrum have adopted Salesforce for their everyday processes and work needs. Salesforce jobs are plenty, and the scope for Salesforce careers is vast.

According to a study by Gartner, businesses of all sizes are switching from on-premise to cloud deployments. It's predicted that in 2019, investments on SaaS will reach approximately $42 billion.

The flexibility of Salesforce to customize, build, and distribute apps within the platform has bred innovation and furthered cloud deployment in an increasingly digital economy.

Globally, the job growth within the Salesforce ecosystem is projected to be the highest in the financial services sector and manufacturing industry. The retail, communications, and media industries are also expected to be top users of Salesforce. What does this mean? If you are already working in any of these sectors, a Salesforce certification can future-proof your career.

Check out this curated Trailmix: “Lead as a Service Manager from Anywhere.” Here’s one to share with agents: “Succeed as a Service Agent from Anywhere.”

Remember, customer service training programs must evolve, just as customers do. Consider training to always be a work in progress.

Professionals in job roles related to development, leadership, management, and end-users are now eager to learn Salesforce, as more and more businesses are adopting it.

As the company website says, Salesforce brings together customers and companies. It automates sales processes and cuts down the admin.

Is it any wonder that companies are migrating to Salesforce and looking for suitable professionals to get the best out of the system?

According to a study by Gartner, businesses of all sizes are switching from on-premise to cloud deployments. It's predicted that in 2019, investments on SaaS will reach approximately $42 billion.

The flexibility of Salesforce to customize, build, and distribute apps within the platform has bred innovation and furthered cloud deployment in an increasingly digital economy.

Businesses are in the midst of a significant digital transformation, and the cloud is a crucial factor in its success. So upgrading skills in cloud technologies like the Salesforce will be a springboard for success.

Many companies, who migrate to Salesforce, face issues in integrating the services within their IT system or failing to optimize their sales teams with an integrated functional plan. The outcome was that many features and functionalities were missing, and the platform could not be used to its full potential. Although the Heroku resolved the problem by integrating apps and microservices using various methods, it becomes incumbent upon the Salesforce wannabe professional to have formal Salesforce training.

SalesForce Training

There are various ways you can fast-track your career with a Salesforce certification. Check out the many job roles. Each job role calls for a specific Salesforce certification. Equip yourself with the right certification to get the job you want. As the demand for any Salesforce job role is high, a certification equips you with specialized Salesforce requirements. The right Salesforce training props you ahead in a niche area where the scope for career growth and salary is sky-high.

Salesforce job roles can vary from admin, developers, quality analysts, business analysts, to product owners. While the part of Salesforce Administrator does not need coding knowledge, that of development needs coding proficiency. As development gets done in Apex, the latter requires some essential programming experience or familiarity with Java, .net, CSS, Javascript, REST, SOAP, and HTML 5. Those with programming background will find it easier to transition to the Salesforce developer role, while someone new to programming may have a steeper learning curve.

As you learn and procure your Salesforce certification/s, you have the option to be hands-on at a job, while you continue to upskill. You can earn your stripes on-the-go, and lo! You are ready for more challenging job roles higher up the Salesforce ladder!

The best way to kick-start a career path in sales, marketing, eCommerce or technologies powering any of these; is to learn Salesforce. Take a certification and shore up your career prospects and salary within the Salesforce ecosystem.

However, there is a wide choice of Salesforce certifications that you need to pass. You can cherry-pick one or more to get that coveted job role.

Salesforce certifications are industry-validated. There are different types of Salesforce certifications, based on qualifications and the skill sets for each job function. Taking more than one can take you to the next level in your Salesforce career.

These certifications are standalone credentials based on the target job role. Each of these arms you with the expertise in the given area. However, if you are keen to be the ultimate Salesforce expert, you can pass exams of various tiers, and pursue higher tier certifications. It is a great way to get to the pinnacle of Salesforce specialization within the industry. It may seem ambitious but is doable, especially if you bundle up certifications to save Salesforce certification cost.

Are you prepared enough for a career in Salesforce? Try answering these Salesforce Platform Developer I Practice Exam Questions and find out now!

The various certification courses are instructor-led and offer you hands-on experience working on the Salesforce platform with real data.

Salesforce skill sets are in high demand. For instance, the Technical Architect job role bags the highest salary on the pyramid, with an average of $150,000 per year in the U.S. The salary for a Salesforce Consultant in India averages Rs 8,85,284; but can reach up to Rs13 lakh per year.

Salaries, however, are commensurate with the company, location, experience, and certification type. Of course, the packages are higher if you have more certifications up your sleeve.

Whether you want to land a new job with an arsenal of sought-after skill sets or migrate laterally to a well-paying Salesforce job for better career prospects; get yourself one or more Salesforce certifications. Simplilearn makes it easier for you to achieve these certifications by offering Salesforce courses allowing you to dive deep into the concepts of Salesforce. Simplilearn's Salesforce Platform Developer I certification training will transform your ability to develop custom applications on the Salesforce platform utilizing the Apex programming code and Visualforce user interface framework.

Salesforce is a powerful tool, but the array of features and constant updates available to help your business can also make it difficult or frustrating for your team to learn the platform. That’s why comprehensive Salesforce training is vital. A study by Whatfix found that 35% of sales reps feel they need more training to use their customer relationship management platform (CRM) effectively.

More than 150,00 companies use Salesforce. Because the tool is so popular, there are dozens, if not hundreds, of training tools, courses, and materials to choose from. It can be a challenge to figure out which are the best ones for your team.

To save you time (and frustration!), we’ve researched the best Salesforce training resources and organized them into the following categories:

Whether you’re implementing Salesforce for the first time or looking for ongoing Salesforce training, this list will help you determine the best training option for your sales team.