PREMIER SUCCESS PLAN

Salesforce University Online Training Catalog

ROLE BA SED ENABLEMENT E SSENT I AL S

For Salesforce users/admins who need to quickly ramp-up

and deliver results for their business.

CERT IFIC AT ION PREP

For admins and developers who want to get Salesforce certified and increase their value to their

company and team.

PE AK PERFORMANCE

For business leaders who need to increase the performance

of their sales, service and marketing teams.

Premier Success Plans have the training resources you need.

With Premier Success Plans, you have access to the entire Salesforce University online training catalog.

• Online, self-paced training for any role (users, administrators, developers).

• Video learning with our expert Salesforce University instructors, giving you a classroom learning experience

• Customizable end user training templates to help train your staff.

Salesforce University Online Training Catalog

© 2017 salesforce.com, inc. All rights reserved. 02/17

COURSE NAME STANDARD PREMIER LOCALIZEDINSTRUCTOR-

LED CLASSROOM TRAINING

Administering Entitlements

Administering Salesforce Knowledge

Administering Site.com

Administration Essentials for Experienced Admins More Details

Administration Essentials for New Admins More Details

Administration Essentials for the Service Cloud

Analyze Your Data with Reports More Details

Configure Salesforce with Custom Fields

Creating Formulas to Enhance Your Apps

Customizable Forecasting for Administrators

Data.com Administration

Getting Started with Work.com

FOR ADMINISTRATORS You are an Admin who wants to learn the techniques and best practices to ensure the success of your Salesforce deployment. You’re details driven, a master of complex process automation, user adoption centric, and you love to live in the customization, reporting, and troubleshooting world. Take your experience to the next level with our comprehensive Salesforce Administrator training and certification programs.

COURSE NAME STANDARD PREMIER LOCALIZEDINSTRUCTOR-

LED CLASSROOM TRAINING

Certification Preparation for Administrator More Details

Certification Preparation for Platform App Builder More Details

Certification Preparation

Salesforce University Online Training Catalog

© 2017 salesforce.com, inc. All rights reserved. 02/17

COURSE NAME STANDARD PREMIER LOCALIZEDINSTRUCTOR-

LED CLASSROOM TRAINING

Getting Started: Administering Salesforce More Details

Increase Productivity with Visual Workflow

Introduction to Apex for Non-Developers More Details

Pardot: Administrative User

Reporting for Call Center Managers

Security Tips and Tricks

Setting Up and Building Communities

Setting Up Collaborative Forecasts

Setting Up Salesforce CRM Content

FOR ADMINISTRATORS (continued)

Salesforce University Online Training Catalog

© 2017 salesforce.com, inc. All rights reserved. 02/17

COURSE NAME STANDARD PREMIER LOCALIZEDINSTRUCTOR-

LED CLASSROOM TRAINING

Programmatic Development using Apex More Details

Building Applications with Force.com - Part 1 More Details

Building Applications with Force.com - Part 2 More Details

Building Websites with Site.com

Creating Lightning Components More Details

Expand Your Practice with ISV Apps from the Salesforce AppExchange

Getting Started with Visualforce More Details

Integrating with Apex More Details

Integrating with Force.com Using Mashups and Canvas More Details

Integrating with Force.com: An Overview More Details

Integrating with Force.com: Security More Details

Integrating with Force.com: Single Sign-On More Details

COURSE NAME STANDARD PREMIER LOCALIZEDINSTRUCTOR-

LED CLASSROOM TRAINING

Certification Preparation for Platform Developer I More Details

Certification Preparation for Platform App Builder More Details

FOR DEVELOPERS The Salesforce developer eco-system is over 2.5-million strong and growing. Redefining how companies run and grow customer relationships, they are the force behind more than 5.5 million apps and the industry’s largest enterprise software app store. With Salesforce University, you can hone your developer skills and gain valuable insights with training and certification programs directly from the Salesforce experts.

Certification Preparation

Salesforce University Online Training Catalog

© 2017 salesforce.com, inc. All rights reserved. 02/17

COURSE NAME STANDARD PREMIER LOCALIZEDINSTRUCTOR-

LED CLASSROOM TRAINING

Integrating with Outbound Messaging More Details

Integrating with Salesforce to Salesforce More Details

Integrating with the Force.com and Chatter REST APIs More Details

Integrating with the Force.com Bulk API More Details

Integrating with the Force.com Streaming API More Details

Integrating with the SOAP API More Details

Introduction to Force.com More Details

Introduction to the REST API

Visualforce Controllers More Details

FOR DEVELOPERS (continued)

Salesforce University Online Training Catalog

© 2017 salesforce.com, inc. All rights reserved. 02/17

COURSE NAME STANDARD PREMIER LOCALIZEDINSTRUCTOR-

LED CLASSROOM TRAINING

Discover 101

Email 101/102: Getting Started with Email using Data Extensions

More Details

Email 103: Drag & Drop Segmentation for Data Extensions

More Details

Execute Marketing Cloud Emails in the Sales and Service Clouds

More Details

Journey Builder 101 More Details

MobileConnect 101: Getting Started More Details

MobileConnect 102 More Details

Certification Preparation for Marketing Cloud Email Specialist

Reports 101

Roles and Permissions

Segmenting your Data Using Query

Social Customer Service

Social Studio 101 More Details

FOR MARKETERS You are a modern Salesforce Marketer who wants to build better, and stronger, relationships with customers by creating more meaningful journeys for them. You understand that today it’s all about exceptional customer experiences. We can help you achieve just this through our comprehensive Salesforce Marketing training and certification programs.

COURSE NAME STANDARD PREMIER LOCALIZEDINSTRUCTOR-

LED CLASSROOM TRAINING

Certification Preparation for Marketing Cloud Email Specialist

Certification Preparation

Salesforce University Online Training Catalog

© 2017 salesforce.com, inc. All rights reserved. 02/17

FOR MARKETERS (continued)

COURSE NAME STANDARD PREMIER LOCALIZEDINSTRUCTOR-

LED CLASSROOM TRAINING

Social Studio Advanced Topic Profiles

Social Studio Engage Tab Templates

Salesforce University Online Training Catalog

© 2017 salesforce.com, inc. All rights reserved. 02/17

FOR IMPLEMENTATION EXPERTS You are a Salesforce implementation expert, specializing in designing and implementing custom sales, service, marketing, and business applications for your clients. You understand that each organization’s instance of Salesforce has its own unique needs, goals, and required functionality. Become a trusted advisor and demonstrate that you really know what you’re doing with comprehensive Salesforce training and certification.

COURSE NAME STANDARD PREMIER LOCALIZEDINSTRUCTOR-

LED CLASSROOM TRAINING

Implementing Case Management Across Channels More Details

Implementing Change Management with Salesforce

Implementing Sales and Marketing

Implementing Salesforce Knowledge More Details

Introduction to Center of Excellence (COE)

Introduction to Open CTI

Large Data Volumes

COURSE NAME STANDARD PREMIER LOCALIZEDINSTRUCTOR-

LED CLASSROOM TRAINING

Certification Preparation for Sales Cloud Consultant More Details

Certification Preparation for Service Cloud Consultant More Details

Certification Preparation

Salesforce University Online Training Catalog

© 2017 salesforce.com, inc. All rights reserved. 02/17

COURSE NAME STANDARD PREMIER LOCALIZED CUSTOMIZABLE TEMPLATE

INSTRUCTOR-LED CLASSROOM

TRAINING

Getting a Head Start with Chatter

Getting Started with Data.com DOWNLOAD

Getting Started with Reports and Dashboards DOWNLOAD

More Details

Getting Started: Navigating Salesforce DOWNLOAD

Getting Started: Navigating the Salesforce Lightning Experience

Getting Started: Using the Sales Cloud More Details

Getting Started: Using the Service Cloud More Details

Hitting Your Numbers

Managing Your Salesforce Community More Details

Measuring Success with Data.com Reports DOWNLOAD

Prospecting Using Data.com

Publishing Articles with Knowledge

Reporting for Sales Managers More Details

Sales Cloud Training for Sales Reps More Details

Getting Started Using the Service Cloud DOWNLOAD

Social Media Goes to Work: Chatter DOWNLOAD*

Summarize Your Data with Dashboards

FOR SALES, SERVICE AND MARKETING REPS/MANAGERS Get your whole team of Salesforce users — including sales and support reps, marketing managers, and executives — up to speed quickly.

Localized offerings can be found on page 12.

*Lightning Ready Customizable Templates

Salesforce University Online Training Catalog

© 2017 salesforce.com, inc. All rights reserved. 02/17

COURSE NAME STANDARD PREMIER LOCALIZED CUSTOMIZABLE TEMPLATE

INSTRUCTOR-LED CLASSROOM

TRAINING

Using Articles with Knowledge

Using Data.com to Improve Data Quality

Using Salesforce CRM Content

Using Salesforce for Outlook

Your Data Repository

FOR SALES, SERVICE AND MARKETING REPS/MANAGERS (continued)

*Lightning Ready Customizable Templates

Salesforce University Online Training Catalog

© 2017 salesforce.com, inc. All rights reserved. 02/17

CERTIFICATION NAME LOCALIZED

Salesforce Certified Administrator

Salesforce Certified Advanced Administrator

Salesforce Certified Platform App Builder

Salesforce Certified Platform Developer I

Salesforce Certified Platform Developer II

Salesforce Certified Marketing Cloud Email Specialist

Salesforce Certified Marketing Cloud Social Specialist

Salesforce Certified Pardot Specialist

Salesforce Certified Sales Cloud Consultant

Salesforce Certified Service Cloud Consultant

Salesforce Certified Marketing Cloud Consultant

Salesforce Certified Pardot Consultant

Salesforce Certified Development Lifecycle and Deployment Architect

Salesforce Certified Integration Architecture

Salesforce Certified Data Architecture and Management

Salesforce Certified Technical Architect

CERTIFICATION EXAMS

Salesforce University Online Training Catalog

© 2017 salesforce.com, inc. All rights reserved. 02/17

LOCALIZED TRAINING OFFERINGS

COURSE NAME JP FR DE PT ES ZH

Getting a Head Start with Chatter YES YES YES YES YES YES

Getting Started: Administering Salesforce YES YES YES YES YES

Getting Started: Navigating Salesforce YES YES YES YES YES YES

Getting Started with Reports and Dashboard YES YES YES YES YES YES

Getting Started: Using the Sales Cloud YES YES YES YES YES YES

Getting Started with Visualforce YES YES YES YES YES YES

Social Media Goes to Work: Chatter YES YES YES YES YES

Getting Started: Managing Data YES YES YES YES YES YES

MobileConnect 101: Getting Started YES

Reports 101 YES YES

STANDARD ONLINE TRAINING CATALOG

The following is a summary of the Salesforce University localized training offerings. Language codes:

JP Japanese DE German ES Spanish

FR French PT Portuguese ZH Simplified Chinese

All titles and availability are subject to change. Contact your salesforce.com representative for a current listing.

Salesforce University Online Training Catalog

© 2017 salesforce.com, inc. All rights reserved. 02/17

COURSE NAME JP FR DE PT ES ZH

Administration Essentials for New Admins YES YES YES YES

Analyze Your Data with Reports YES YES YES YES YES

Discover 101 YES YES

Hitting Your Numbers YES

Introduction to Force.com YES

Implementing Sales and Marketing YES YES YES YES YES

Implementing Case Management Across Channels YES YES YES

Implementing Salesforce Knowledge YES YES YES

Summarize Your Data with Dashboards YES

Setting Up Collaborative Forecasts YES YES YES

Using Articles with Knowledge YES YES

Your Data Repository YES

Roles and Permissions YES YES

Segmenting your Data Using Query YES YES

Social Customer Service YES YES

Social Studio Advanced Topic Profiles YES YES YES

Social Studio Engage Tab Templates YES YES YES

PREMIER ONLINE TRAINING CATALOG

LOCALIZED TRAINING OFFERINGS

Salesforce University Online Training Catalog

© 2017 salesforce.com, inc. All rights reserved. 02/17

COURSE NAME JP FR DE PT ES ZH

Administration Essentials for New Admins YES YES YES YES YES YES

Administration Essentials for Experienced Admins YES YES YES

Declarative Development for Platform App Builders YES YES YES

Integrating with Force.com YES

INSTRUCTOR LED TRAINING MATERIALS*

* This list shows the guides that have been translated into a particular language. Even if the guide has not been translated, Salesforce University may be able to provide a local language instructor to deliver the course in a specific language.

LOCALIZED TRAINING OFFERINGS

Salesforce University Online Training Catalog

© 2017 salesforce.com, inc. All rights reserved. 02/17

salesforce.com/certification

CERTIFICATION NAME JP FR DE PT ES ZH

Salesforce Certified Administrator

Salesforce Certified Advanced Administrator

Salesforce Certified Platform App Builder

Salesforce Certified Platform Developer I

Salesforce Certified Platform Developer II

Salesforce Certified Marketing Cloud Email Specialist

Salesforce Certified Sales Cloud Consultant

Salesforce Certified Service Cloud Consultant

Salesforce Certified Pardot Consultant

Salesforce Certified Technical Architect

CERTIFICATION EXAMS – UAS, ACADEMIC ALLIANCE, CEUT

LOCALIZED TRAINING OFFERINGS

© 2017 salesforce.com, inc. All rights reserved. 02/17

Salesforce Architect Journey: Overview

Show Off Your ExpertiseB ECO ME A S PEC I A L I S T – D O M A IN D E S IGN E RWhether you wear one or many hats in your role, we’ve got aspecialized domain designer exam that will validate your specificarea of expertise. It’s up to you which or how many domain designercertifications you achieve, but even if it’s just one, now there’s anindustry-recognized credential that you can hang your hat on.

If you are a consultancy firm, the domain designer exams are arecognized way to confirm that your staff has the proven experienceneeded in their area of specialization to speed project delivery anddrive customer success.

Salesforce Domain Design and Architect credentials are a great way for individuals in the following roles to validate their expertise.

• Application Development Manager • Business Analyst • Data Analyst • Data Architect • Integration Specialist • Security System Administrator • SCRUM Master • System Analyst • System / Application Architect • System Designer

• Data Architecture and Management Designer• Development Lifecycle and Deployment Designer• Identity and Access Management Designer• Integration Architecture Designer• Mobile Solutions Architecture Designer

• Sharing and Visibility Designer• Platform Developer I (includes Apex and Visualforce)• Platform App Builder (includes declarative programming)• Community Cloud Consultant (includes community architecture)

Salesforce Domain Designer Exams include:

YO U R J O U RNE Y TO T HE SU MMI TThe Salesforce Architect Journey is a framework to help you acquire expertise as you chart your way to Salesforce DomainArchitect, and the coveted Salesforce Certified Technical Architect credentials. You progress by building your skills and knowledge in specific domains, accumulating specialized domain Salesforce certifications along the way. The framework is well-served by our library of robust, free, self-directed training guides, which are aligned to each certification.

Technical Architect

Domain Architect

CertifiedTechnical Architect**

CertifiedSystem

Architect*

CertifiedApplicationArchitect*

Certified Development Lifecycle and Deployment Designer

Certified Identity and Access Management Designer

Certified Integration Architecture Designer

Certified Platform Developer I

Certified Mobile Solutions Architecture Designer (Optional)

Certified Data Architectureand Management Designer

Certified Sharing andVisibility Designer

Certified Platform Developer I

Certified Platform App Builder

Certified Community Cloud Consultant(Optional)

Certified Administrator (Optional)

Specializations

* Credential earned upon completion of exams within the specializations tier, no additional exam requirements.

** Credential earned upon successful completion of the Domain Architect tier and Review Board.

SALESFORCE ARCHITECT JOURNEY

RelatedCertification

© 2017 salesforce.com, inc. All rights reserved. 02/17

RE ACH T HE SU MMI T – T EC H NIC A L A R C HI T EC T

L E A R N M O R E

Once you have achieved both Domain Architect Certifications, you will be more qualified and prepared to present at theSalesforce Certified Technical Architect (CTA) review board exam. The pinnacle of the Salesforce Architect Certifications, the CTAis for those who can demonstrate knowledge, skills, and capabilities to build and design high–performance technical solutions onthe Force.com platform across all areas of domain expertise. The CTA are the Salesforce Elite – aspire to become one.

Prepare and Go Higher.If you are ready to get started on your Salesforce Architect Journey, there’s no better way to prepare than with our free selfdirectedtraining guides. Curated under the guidance and expertise of our Certified Technical Architect community, each guideprovides you a compilation of training content that includes reference materials, videos, technical documentation, and specificcase scenarios that enable you to practice. And because the guides are delivered as an eBook, you can consume them on yourown time, on your desktop or other preferred device.

Salesforce University offers the only training and certification that comes right from the source. Fill in learning gaps, support business objectives, and discover how to maximize the benefits of your Salesforce platform by receiving in-depth training directly from the people who built it.

To start your journey to becoming one of the Salesforce elite, visit certification.salesforce.com/architect to access the study materials or to register for your certification exams.

© 2016 salesforce.com, inc. All rights reserved. 12/16

REGIS TER FOR SALE SFORCE UNI VERSI T Y COURSE S ONL INE OR SPE AK W I TH AN E XPERT:

A M E R IC A S:www.salesforce.com/trainingPhone: 1-877-TRAIN10Email: educationcoordinator@salesforce.com

A SI A/PAC IF IC :www.salesforce.com/au/trainingPhone: 1-800-789-984Email: apactraining@salesforce.com

E M E A :www.salesforce.com/eu/trainingEmail: trainingEMEA@salesforce.com

/SalesforceUniversity

@SalesforceU

If you aim to have extensive and deep architecture knowledge as an Application or System expert, you’ll want to gofull- throttle to complete a broader tier of domain designer exams. Doing this will validate your full scope of expertise,drive your career growth and opportunities, and will bestow upon you one or both Salesforce Domain Architectcredentials. No additional exam is necessary. Simply achieve the domain designer certifications in your tier to achievethe Domain Architect credential:

Salesforce Certified Application Architect For those who assess functional requirements from a declarative viewpoint.

Salesforce Certified System Architect For those who assess customer architecture with a programmatic approach.

• Certified Data Architecture and Management Designer

• Certified Sharing and Visibility Designer

• Certified Platform Developer I

• Certified Platform App Builder

• Certified Community Cloud Consultant* (Optional)

• Certified Development Lifecycle and Deployment Designer

• Certified Identity and Access Management Designer

• Certified Integration Architecture Designer

• Certified Platform Developer I

• Certified Mobile Solutions Architecture Designer* (Optional)

* This topic will be part of the Salesforce Certified Technical Architect Review Board Exam.

B E T HE E X PE R T – D O M A IN A R C HI T EC T

© 2017 salesforce.com, inc. All rights reserved. 02/17

Among the most important factors for driving overall business value—and often one of the biggest hurdles to achieving success—is the extent to which users adopt new behaviors and ways of working. Leveraging a proven set of tools, methods, and Salesforce-specific standards will enable impacted users to be ready, willing, and able to adopt Salesforce.

Whether your project is being led by Salesforce Services, your internal team, or with an implementation partner, Salesforce User Adoption Services can custom-build a program to meet the needs of your implementation. Taking a structured approach to managing change will accelerate user adoption, remove barriers, and pave the way for generating the greatest possible value from your Salesforce investment.

Salesforce User Adoption Services

US E R A DO P T IO N: T HE K E Y TO YO U R IMPL E ME N TAT IO N SU CCE SS

Humans are creatures of habit, routine-based beings who like consistency in their personal and work lives. Imagine, then, what happens when an organization implements a new technology and expects everyone to embrace a different way of doing things with little, if any, focus on user adoption.

It has been found that employee resistance can be the number-one barrier to a successful Salesforce implementation project. Why invest so much time, energy, and cost into a deployment only to have it fail because of people-related issues? User adoption is essential to success, regardless of the size, complexity, or geographic footprint of your rollout.

Studies consistently show that 70 percent of change programs fail to achieve their goals, largely due to employee resistance and lack of management support.”

– McKinsey & Company

“

M A N AGIN G T HE “PEO PL E SIDE” O F YO U R S A L E S FO RCE DE PLOY ME N T

© 2017 salesforce.com, inc. All rights reserved. 02/17

Change Readiness and Communications

Communicating project goals, benefits, and new ways of working while enabling user awareness, understanding, and readiness for change is critical to overall success. We will work with you to: • Initiate a Change Management Strategy that identifies

impacted individuals and groups, then develop a strategy to build support, advocacy, and ownership over the success of your Salesforce implementation.

• Conduct an Impact Assessment to identify key changes and user benefits that will accompany your project.

• Develop and deploy a communication plan to help prepare your organization for change.

Stakeholder Engagement and Support

Without the right level of stakeholder involvement, user adoption can be difficult to achieve. In order to ensure key people are informed and involved each step of the way, we partner with you to: • Identify and interview vital individuals to gain alignment

on your project objectives and engage them in supporting organizational adoption.

• Establish a Salesforce Champions network to build grassroots support and advocacy.

• Develop a structured plan for engaging individuals and groups throughout each phase of your project to enable ongoing

success.

Adoption Measures

The ability to measure use of Salesforce is among the most critical factors for driving successful and sustained user adoption. To achieve this, we work with you to develop: • A set of custom metrics to enable the proactive monitoring

and management of user adoption, and link application usage to your overall business performance goals.

• Manager training to support leaders in incorporating adoption metrics into their management approach.

• A structured plan for implementing and managing adoption metrics.

Custom End-User Training g

It is essential that users can realize the full functionality of a specific Salesforce implementation in order to drive adoption and achieve the highest ROI. Together, we will develop and execute the four components involved in a Salesforce Custom End-User Training program:

• Training Planning and Management. After a detailed needs analysis, a customized training plan is developed based on your organizational goals, business processes, and your unique applications.

• Customized Course Content Development. Role-based training content tailored to the needs of each of your unique Salesforce roles. Includes What’s In It For Me (WIIFM) value propositions, Day in the Life-based, hands-on training exercises, and skills check development activities.

• Training Delivery. To your identified end users, providing the materials, tools, and knowledge required for them to perform all functions needed within your specific instance of Salesforce. Includes face-to-face or virtual instructor-led training, on demand or blended learning, and Train the Trainer.

• Post Training Support. Includes quick-reference guides, how-to videos, or pre-recorded tutorial videos, floor-walks, or “Ask the Expert” clinics held onsite or virtually.

T HE FO U R K E Y CO MP O NE N T S O F S A L E S FO RCE US E R A DO P T IO N S E RV ICE S

© 2016 salesforce.com, inc. All rights reserved. 08/2016

REGIS TER FOR SALE SFORCE UNI VERSI T Y COURSE S ONL INE OR SPE AK W I TH AN E XPERT:

A M E R IC A S:www.salesforce.com/trainingPhone: 1-877-TRAIN10Email: educationcoordinator@salesforce.com

A SI A/PAC IF IC :www.salesforce.com/au/trainingPhone: 1-800-789-984Email: apactraining@salesforce.com

E M E A :www.salesforce.com/eu/trainingEmail: trainingEMEA@salesforce.com

/SalesforceUniversity

@SalesforceU

1

2

3

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Incorporating change management into our rollout approach enabled us to effectively engage key stakeholders, leaders, and users to build awareness and understanding and promote adoption well before conducting hands-on training.”

C A RRIE WAT SON Salesforce Project Leader – Mutual of Omaha

“

Salesforce University offers the only training and certification that comes right from the source. Fill in learning gaps, support business objectives, and discover how to maximize the benefits of your Salesforce platform by receiving in-depth training directly from the people who built it.

LE ARN MOREWant to explore how User Adoption Services can help support your project success? Contact your Salesforce Training Account Executive to discuss a program developed exclusively for your needs.

© 2017 salesforce.com, inc. All rights reserved. 02/17

Salesforce Custom End-User Training

D R I V E YO U R S A L E S FO RCE A D O P T IO NThe demands of today’s Salesforce customers vary greatly. Sales users require timely data to truly connect with their customers. Support agents need a complete set of productivity tools to deliver faster, smarter, and more personalized customer service. Businesses around the globe are using Salesforce in unique ways, customized for their organization.

In order to make the most of your investment, it’s essential that your users be fully trained to realize all the benefits of your specific Salesforce implementation. Organizations that invest in a custom end-user training strategy benefit from smoother deployments, higher adoption rates, and a larger rate of return.

IN CRE A S E US E R PRO D U C T I V I T Y FRO M DAY O N ERole-specific training that is linked to your unique business processes and needs empowers your users, educating them on new ways of working. As the official training division of Salesforce, we have direct access to the latest product offerings and updates. This means we have the expertise to develop customized programs that promote rapid end-user adoption. By giving your users the knowledge, the experience, and the confidence to do their jobs more

efficiently, you will ultimately enable their success.

US E R T R A IN IN G, TA ILO RE D FO R YO U R O RG A N I Z AT IO NEnd-user training programs from Salesforce University are designed around your specific instance and use of Salesforce, your business processes, and your users. Content is developed by our certified experts and delivered in the way that best suits your organizational learning culture. Useful reference materials are also provided to support your team after the program is completed.

All this will ensure your users are learning and retaining what they need to know to perform their particular function. By leveraging our proprietary training methods, you’ll see an accelerated time to realize the value of Salesforce while minimizing employees’ time away from work.

Organizations can achieve significant ROI from CRM ‘user’ training. Survey results showed that clients trained on its system’s capabilities experience a significant improvement in key business metrics.”

Source: IDC Maximize the Value of Your CRM Investment Through Training Whitepaper

“

© 2017 salesforce.com, inc. All rights reserved. 02/17

Salesforce Custom End-User Training

Training Planning and Management

Upon meeting with you to discuss the objectives of your Salesforce deployment, one of our expert trainers will conduct a needs analysis, resulting in a customized training plan that is based on your organizational goals, business processes, and your unique applications.

Customized Course Content Development

A Salesforce course development expert will then build out learning materials, including: • Role-based training content tailored to the needs of each of

your unique Salesforce roles. • What’s In It For Me (WIIFM) value propositions; expected

behaviors and business processes messaged alongside the varying training components.

• Day in the life-based, hands-on training exercises based on real-world scenarios, so users experience how they’ll be expected to use the system in their daily activities.

• Skills check development activities, to ensure

comprehension and understanding.

Training Delivery

Interactive training is delivered to your identified end users, providing the materials, tools, and knowledge required for them to perform all functions needed within your specific instance of Salesforce. • Face to face, instructor-led training – A highly effective way to

train users as they interact with a Salesforce certified expert, on your premises, where they can ask questions and get answers.

• Virtual instructor-led training – Interaction with a Salesforce certified expert via a live virtual training environment. Great for geographically dispersed teams, or those who want to save on travel.

• On Demand or Blended Learning – Combination of instructor-led and self-paced, on demand or interactive eLearning (offerings vary by region).

• Train the Trainer – Interactive, instructor-led workshops that provide materials, tools, and knowledge transfer to your own internal trainers, who will assume ownership of future training needs and conduct end-user training going forward.

Post Training Support

To support your users post-training, you will be given a set of reference materials, which can include quick-reference guides, how-to videos, or pre-recorded tutorial videos. These just-in-time assets are succinct and focused on areas in which users may need ongoing support. We can also provide Instructor-led Go Live and post-Go Live assistance, which is delivered via floor-walks or “Ask the Expert” clinics held onsite or virtually.

B UIL DIN G A S U CCE S S F U L CUS TO M T R A IN IN G PRO G R A MThere are four key components involved in the development and execution of Salesforce custom end-user training.

© 2016 salesforce.com, inc. All rights reserved. 07/16

REGIS TER FOR SALE SFORCE UNI VERSI T Y COURSE S ONL INE OR SPE AK W I TH AN E XPERT:

A M E R IC A S:www.salesforce.com/trainingPhone: 1-877-TRAIN10Email: educationcoordinator@salesforce.com

A SI A/PAC IF IC :www.salesforce.com/au/trainingPhone: 1-800-789-984Email: apactraining@salesforce.com

E M E A :www.salesforce.com/eu/trainingEmail: trainingEMEA@salesforce.com

/SalesforceUniversity

@SalesforceU

1

2

3

4

The trainers from Salesforce were engaging, encouraging, and empowering. They left us feeling confident in our abilities to teach the necessary applications for our company and they helped us transform the message to meet our particular business needs.”

CHRIS TOPHER PA IGE CRM Training Manager, Bisk

“

Salesforce University offers the only training and certification that comes right from the source. Fill in learning gaps, support business objectives, and discover how to maximize the benefits of your Salesforce platform by receiving in-depth training directly from the people who built it.

LE ARN MORE

Contact your Salesforce Training Account Executive to explore options for a custom training program developed exclusively for your needs.

REGIS TER FOR SALE SFORCE UNI VERSI T Y COURSE S ONL INE OR SPE AK W I TH AN E XPERT:

A M E R IC A S:www.salesforce.com/trainingPhone: 1-877-TRAIN10Email: educationcoordinator@salesforce.com

A SI A/PAC IF IC :www.salesforce.com/au/trainingPhone: 1-800-789-984Email: apactraining@salesforce.com

E M E A :www.salesforce.com/eu/trainingEmail: trainingEMEA@salesforce.com

/SalesforceUniversity

@SalesforceU