SOAR Salesforce Interactive Training — Priority Course

Overview

A Salesforce interactive Storyline course has been elevated to top priority within the SOAR training program. The existing passive video training is failing to prevent critical user errors in Salesforce, and a click-through simulation course is needed to replace it. This course is distinct from the core SOAR onboarding sequence and addresses an urgent operational problem.

"We're having major issues with them doing it right in Salesforce. My whole week has been flexed to figure out how to make them stop making these errors." — Gus Donelson

Problem Statement

Current Salesforce training consists of passive video walkthroughs (recordings of someone else clicking through the system). Sales reps watch but do not practice, resulting in repeated, critical errors in live Salesforce usage. The training gap is severe enough that it consumed significant management time during the week of this meeting.

Root cause: Passive observation does not build procedural competency. Learners need to perform the clicks themselves to retain the correct workflow.

Proposed Solution

Develop an interactive Storyline course with click-through simulations that require learners to navigate Salesforce correctly before advancing. The course will likely be split into two parts to avoid cognitive overload (Gus's preference: spread over multiple days if needed).

Course Structure (Planned)

• Part 1: Core Salesforce navigation and standard workflows (SFDC Intro / Systems & Tools content)
• Part 2: CPQ (Configure, Price, Quote) — quoting-specific workflows

Splitting into two shorter modules prevents learners from hitting the ~20-minute attention wall on dense procedural content.

Source Content

All source material lives in the Agility Recovery SharePoint. Isalia should review the following before meeting with Abby or Erin:

Mark's Recordings (SharePoint → Training → Mark's Recordings)

Salesforce CPQ Folder (SharePoint → Salesforce CPQ)

Note: Focus only on items labeled SFDC or CPQ. Other recordings in the folder cover unrelated tools.

Note: The Salesforce 101 folder in SharePoint is currently empty (aside from a placeholder Gus added). Do not rely on it.

Subject Matter Experts

Recommended approach: Isalia should review the SharePoint videos first to build baseline familiarity, then schedule a working session with Abby and/or Erin to validate the course outline and confirm which workflows to prioritize.

Gus's note on Abby: "She knows too much to be a valuable trainer" — meaning her expert blind spot makes her a better SME than a trainer, which is exactly why an ID-developed course is needed.

Design Principles

• Interactive over passive: Every key workflow should require a learner action (click, selection, input) rather than observation alone.
• Chunked delivery: Split into at least two modules; consider sequencing them on separate days to allow practice between sessions.
• Scope discipline: Stick to SFDC and CPQ content. Do not expand into ZoomInfo or other tools covered in the same recordings.
• Authentic errors: Where possible, build in branching that shows what happens when learners make the common mistakes currently being observed in the field.

Status & Next Steps

Related

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