Communicating, Training, and Supporting to Drive Adoption

In this chapter, we will focus on preparing your change management plan template, as well as planning your roll-out activities in phases or waves. As part of this, you will reiterate what will change as your Salesforce solutions replace existing ways of working – and prepare your organizational enablement plan to manage the changes. We will introduce various training models as well as and what to consider when using each of them. Then, we’ll cover how to provide hypercare in the initial period after go-live and how and when to transition to production support operations. Next, we will discuss how to monitor and drive adoption. Finally, we will look at how you can begin to evaluate and compare the benefits achieved with your original business case.

You will learn to design a change management and training plan for your roll-out. Then, you will learn how to provide efficient hypercare support for users going live...