sf-agent-framework

name: Salesforce Training Program Template description: Comprehensive template for creating Salesforce training programs and materials sections: - name: Training Program Overview content: | ## Salesforce Training Program ### Program Information - **Program Name:** [Salesforce Implementation Training] - **Version:** [1.0] - **Duration:** [Varies by role: 2-16 hours] - **Training Lead:** [Name] - **Target Launch Date:** [YYYY-MM-DD] - **Delivery Method:** [Hybrid: Virtual + In-Person] ### Training Objectives 1. Enable users to effectively use Salesforce for daily tasks 2. Ensure 90% user adoption within 30 days 3. Build internal expertise for ongoing support 4. Establish best practices from day one 5. Create power users and champions - name: Training Needs Analysis content: | ## Training Needs Assessment ### Audience Analysis | Audience | Size | Current Skill Level | Required Competency | Training Hours | |----------|------|--------------------|--------------------|----------------| | Sales Representatives | 150 | Beginner | Advanced user | 8 hours | | Sales Managers | 25 | Beginner | Power user | 12 hours | | Service Agents | 75 | Intermediate | Advanced user | 6 hours | | Marketing Team | 30 | Beginner | Intermediate | 4 hours | | System Administrators | 5 | Intermediate | Expert | 16 hours | | Executives | 15 | None | Basic viewer | 2 hours | ### Competency Framework ``` Salesforce Competency Levels: Level 1: Viewer (2 hours) ├─ Navigate reports and dashboards ├─ View records └─ Basic search Level 2: Basic User (4 hours) ├─ Create and edit records ├─ Log activities ├─ Run reports └─ Use Chatter Level 3: Advanced User (8 hours) ├─ Complex processes ├─ Advanced reporting ├─ Mass operations └─ Customization Level 4: Power User (12 hours) ├─ Train others ├─ Create dashboards ├─ Process optimization └─ Basic administration Level 5: Administrator (16+ hours) ├─ Full configuration ├─ User management ├─ Security setup └─ Troubleshooting ``` - name: Curriculum Design content: | ## Training Curriculum ### Sales Team Curriculum (8 hours) | Module | Duration | Topics | Activities | Assessment | |--------|----------|--------|------------|-------------| | Foundation | 1 hour | Navigation, UI, Basic concepts | Guided tour | Quiz | | Lead Management | 1.5 hours | Create, Convert, Assignment | Hands-on practice | Exercise | | Opportunity Management | 2 hours | Pipeline, Stages, Products | Role play | Simulation | | Account & Contact Mgmt | 1 hour | Relationships, Activities | Data entry | Practical | | Reporting & Dashboards | 1.5 hours | Run reports, View dashboards | Create report | Demo | | Mobile & Productivity | 1 hour | Mobile app, Email integration | Setup exercise | Checklist | ### Service Team Curriculum (6 hours) | Module | Duration | Topics | Activities | Assessment | |--------|----------|--------|------------|-------------| | Service Cloud Basics | 1 hour | Case object, Console navigation | Tour | Quiz | | Case Management | 2 hours | Create, Update, Escalate | Scenarios | Role play | | Knowledge Base | 1 hour | Search, Attach articles | Practice | Exercise | | Customer Communication | 1 hour | Email, Chatter, Macros | Templates | Demo | | Service Metrics | 1 hour | SLAs, Reports, Dashboards | Analysis | Presentation | ### Administrator Curriculum (16 hours) ``` Day 1: Platform Fundamentals (8 hours) ├─ Morning (4 hours) │ ├─ Salesforce Architecture │ ├─ Data Model & Relationships │ └─ Security Model Overview └─ Afternoon (4 hours) ├─ User Management ├─ Profiles & Permission Sets └─ Data Management Tools Day 2: Advanced Administration (8 hours) ├─ Morning (4 hours) │ ├─ Process Automation │ ├─ Workflow & Approval │ └─ Flow Builder └─ Afternoon (4 hours) ├─ Reports & Dashboards ├─ Maintenance & Monitoring └─ Best Practices ``` - name: Training Materials content: | ## Training Materials Development ### Material Types and Templates | Material Type | Purpose | Format | Distribution | Updates | |---------------|---------|--------|--------------|----------| | Quick Start Guides | Day 1 reference | PDF, 2-4 pages | Print + Digital | Quarterly | | Role-Based Handbooks | Comprehensive guide | PDF, 20-30 pages | Digital | Bi-annual | | Video Tutorials | Visual learning | MP4, 5-10 min | LMS | As needed | | Interactive Exercises | Hands-on practice | Trailhead/Sandbox | Online | Monthly | | Cheat Sheets | Quick reference | PDF, 1 page | Print + Digital | As needed | ### Sample Quick Start Guide Structure ``` Sales Rep Quick Start Guide Page 1: Getting Started ├─ Login instructions ├─ Navigation basics └─ Your home page Page 2: Daily Tasks ├─ Log a call ├─ Create opportunity ├─ Update pipeline └─ Schedule follow-up Page 3: Key Features ├─ Global search ├─ List views ├─ Chatter └─ Mobile app Page 4: Help Resources ├─ Support contacts ├─ Training videos ├─ FAQ link └─ Champion network ``` - name: Delivery Methods content: | ## Training Delivery Strategy ### Delivery Method Mix | Method | Best For | Advantages | Challenges | Usage % | |--------|----------|------------|------------|----------| | Instructor-Led (Virtual) | Core concepts | Interactive, Q&A | Scheduling | 40% | | Self-Paced Online | Reinforcement | Flexible timing | Motivation | 30% | | Hands-On Workshop | Practice | Real experience | Resource intensive | 20% | | Peer Learning | Ongoing support | Contextual | Quality control | 10% | ### Training Schedule Template ``` Week 1: Foundation Training Monday - Kickoff & Overview (All users - 2 hrs virtual) Tuesday - Sales Team Training (Morning group - 4 hrs) Wednesday - Sales Team Training (Afternoon group - 4 hrs) Thursday - Service Team Training (All day - 6 hrs) Friday - Admin Training Day 1 (Full day - 8 hrs) Week 2: Advanced Training Monday - Admin Training Day 2 (Full day - 8 hrs) Tuesday - Manager Training (Half day - 4 hrs) Wednesday - Power User Workshop (Full day - 8 hrs) Thursday - Open Lab / Q&A (Drop-in - 8 hrs) Friday - Executive Briefing (2 hrs) Week 3-4: Reinforcement - Daily office hours (1 hr/day) - Weekly tips email - Lunch & learn sessions - Champion meetings ``` - name: Hands-On Exercises content: | ## Practical Training Exercises ### Exercise Bank by Role | Exercise | Role | Complexity | Duration | Learning Objective | |----------|------|------------|----------|-------------------| | Lead Conversion Flow | Sales | Basic | 15 min | Master lead process | | Opportunity Pipeline | Sales | Intermediate | 30 min | Pipeline management | | Case Resolution | Service | Basic | 20 min | Case handling | | Knowledge Creation | Service | Advanced | 30 min | Knowledge management | | Report Building | All | Intermediate | 45 min | Data analysis | | Dashboard Creation | Managers | Advanced | 60 min | Visual analytics | ### Sample Exercise: Opportunity Management ``` Exercise: Complete Sales Cycle Duration: 45 minutes Scenario: Tech Corp Opportunity Step 1: Create Account (5 min) - Account Name: Tech Corp International - Industry: Technology - Employees: 5,000 Step 2: Add Contacts (5 min) - Decision Maker: John Smith (CEO) - Influencer: Jane Doe (CTO) - User: Bob Johnson (IT Manager) Step 3: Create Opportunity (10 min) - Name: Tech Corp - Enterprise License - Amount: $250,000 - Close Date: [90 days out] - Stage: Qualification Step 4: Progress Opportunity (15 min) - Add Products (3 items) - Create Tasks (demo, proposal) - Update Stage with notes - Attach files Step 5: Close the Deal (10 min) - Update to Closed Won - Create follow-up tasks - Log final activity - Celebrate! ``` - name: Assessment Strategy content: | ## Training Assessment and Certification ### Assessment Methods | Method | Purpose | When | Pass Criteria | Remediation | |--------|---------|------|---------------|-------------| | Pre-Assessment | Baseline skills | Before training | N/A | Customize content | | Module Quizzes | Knowledge check | After each module | 80% | Review & retake | | Practical Exercises | Skill application | During training | Completion | Guided practice | | Role Play | Real-world readiness | End of training | Competency demo | Coaching | | Certification Exam | Formal validation | Post-training | 85% | Retake option | ### Certification Levels ``` Internal Salesforce Certifications: 🥉 Bronze: Basic User - Complete all modules - Pass quizzes (80%) - 10 logged activities 🥈 Silver: Proficient User - Bronze + 30 days usage - Create 5 reports - Train 1 peer 🥇 Gold: Power User - Silver + 90 days usage - Process improvement submitted - 95% data quality score 🏆 Platinum: Champion - Gold + 6 months usage - Lead training session - Mentor 5 users ``` - name: Ongoing Support content: | ## Post-Training Support Structure ### Support Channels | Channel | Purpose | Availability | Response Time | Staffing | |---------|---------|--------------|---------------|----------| | Help Desk | Technical issues | Business hours | 4 hours | 2 agents | | Office Hours | Q&A and guidance | Daily 2-3pm | Immediate | Rotating | | Slack Channel | Peer support | 24/7 | Community | All users | | Knowledge Base | Self-service | 24/7 | Immediate | Updated weekly | | Champion Network | Best practices | Weekly meetings | Varies | 10 champions | ### Reinforcement Schedule ``` Month 1: Intensive Support Week 1: Daily check-ins Week 2: 3x per week office hours Week 3: 2x per week group sessions Week 4: Weekly team meetings Month 2-3: Regular Support - Weekly office hours - Bi-weekly tips & tricks - Monthly user group - Quarterly training refresh Ongoing: Sustainable Support - Monthly user group meetings - Quarterly new feature training - Annual skills assessment - Continuous Trailhead paths ``` - name: Training Metrics content: | ## Training Effectiveness Metrics ### Key Performance Indicators | Metric | Target | Measurement Method | Frequency | Owner | |--------|--------|-------------------|-----------|-------| | Training Completion | 95% | LMS tracking | Weekly | Training Lead | | Knowledge Retention | 85% | Post-test scores | Per session | Trainer | | User Adoption | 90% | Login metrics | Daily | Admin | | Proficiency Growth | 70% improve | Skills assessment | Quarterly | Manager | | Satisfaction Score | 4.5/5 | Survey | Post-training | Training Lead | ### Success Dashboard ``` Training Program Dashboard Completion Metrics: ██████████████████░░ 92% Complete By Department: Sales: ███████████████████░ 95% Service: █████████████████░░░ 88% Marketing:████████████████████ 100% Adoption Metrics (30 days post-training): Daily Active Users: 156/200 (78%) Features Utilized: 85% Data Quality Score: 91% Support Tickets: 🔽 25% from baseline ``` - name: Change Management content: | ## Training Change Management ### Communication Plan | Timing | Message | Channel | Audience | Sender | |--------|---------|---------|----------|--------| | T-4 weeks | Training announcement | Email + Meeting | All users | Executive | | T-2 weeks | Schedule & expectations | Email | Managers | Training Lead | | T-1 week | Preparation checklist | Email + Slack | All users | Training Team | | T-0 | Welcome & excitement | In-person | All users | Executive | | T+1 week | Reinforcement | Email | All users | Champions | ### Resistance Management ``` Common Concerns & Responses: "I don't have time for training" → Flexible scheduling options → Micro-learning modules → Direct ROI examples "The old system was fine" → Show specific improvements → Peer success stories → Gradual transition "This is too complicated" → Step-by-step guides → 1-on-1 support → Simplify initial rollout "What if I make mistakes?" → Sandbox for practice → No-blame culture → Undo/support options ``` - name: Budget and Resources content: | ## Training Budget and Resource Planning ### Budget Breakdown | Category | Item | Cost | Quantity | Total | |----------|------|------|----------|-------| | Development | Content creation | $150/hour | 80 hours | $12,000 | | Development | Video production | $500/video | 20 videos | $10,000 | | Delivery | Trainer time | $200/hour | 160 hours | $32,000 | | Materials | Printing | $10/user | 300 users | $3,000 | | Platform | LMS subscription | $50/user/year | 300 users | $15,000 | | Support | Help desk setup | Fixed cost | 1 | $5,000 | | **Total** | | | | **$77,000** | ### Resource Requirements ``` Human Resources: ├─ Training Lead (1 FTE for 3 months) ├─ Trainers (2 contractors for 1 month) ├─ Content Developer (0.5 FTE for 2 months) ├─ Champions (10 volunteers, 10% time) └─ Support Staff (2 at 0.25 FTE ongoing) Technical Resources: ├─ Training Sandbox (Full copy) ├─ LMS Platform (300 licenses) ├─ Video Conference (Enterprise) ├─ Screen Recording Software (5 licenses) └─ Knowledge Base Platform Physical Resources: ├─ Training Room (20 person capacity) ├─ Computers/Devices (Loaners available) ├─ Projector/Screens └─ Printed Materials ``` processing-instructions: | When developing training programs: 1. Know your audience 2. Mix delivery methods 3. Focus on hands-on practice 4. Build in reinforcement 5. Measure effectiveness 6. Create ongoing support 7. Plan for resistance 8. Budget adequately metadata: version: "1.0" category: training complexity: medium estimated-time: "4-6 weeks development" review-required: true