User Adoption
User adoption in Salesforce refers to the extent to which users actively engage with and utilize the Salesforce platform to its full potential.
Aspects of User Adoption
Training and Education
Training and Education play a big role in User Adoption. Comprehensive training sessions and resources that ensure users understand how to use Salesforce features effectively are critical.
Onboarding
Impacted directly by this is Onboarding which aims to ensure a structured process for new users that introduces them to the platform’s capabilities and best practices.
User Support
Having great User Support also helps ensure adoption by providing help desks, documentation, and user communities to smooth the transition.
Change Management
Change Management plays a key role in keeping users “bought in” to the product. It helps reduce resistance to change, communicates the benefits of updates and keeps users engaged throughout the process.
Customization
Tailoring the Salesforce experience to meet specific user needs and making it easier to use is also instrumental in driving adoption.
Common Use Cases of User Adoption
| Use Case | Roles | Scenario | Outcome |
|---|---|---|---|
| Change Management | End Users | Onboarding Users |
|
| Support | End Users | Seamless Transition |
|
| Customization | Admins | Product Development |
|
Common Challenges
#1 – Low adoption during releases
Resolution
Focus on prioritizing items that add value to the business during build cycles. Have the Product Owner or BA reach out to stakeholders to gain more insight on what is truly plaguing teams. Enhance Change Management strategies to ensure users are trained and ready to use the tooling at release time.
#2 – Pushback against changes
Resolution
Seasoned employees often see new technology as a challenge/barrier/form of management, try to drive excitement about how it will make the day to day easier, taking the focus away from it feeling like a burden. Ensure that what is being built aligns to true issues the user base is facing.
Who is Impacted?
End Users
Driving adoption directly impacts the end user base, without adoption and system utilization the return on a implementation is null.
Customers
If user adoption is high, customers will more directly feel an impact, as they see increased service and more direct response.
Management
Leadership can utilize adoption rates to know what processes are working and which ones are not. This helps shape not only business decisions but gives internal development teams areas to focus on for future growth.