SALESFORCE INSTRUCTIONAL PLAN Brittany Morneweg March 3, 2015 CUR/516 Todd Burke

makameme.org

OVERVIEW  Salesforce.  Friend or foe?  Why it is so important?  Recent employee comments.  10% are adding feedback.  This is the gap. Salesforce improves by adding feedback.

PHASE 1 – INTRODUCTION COURSE DESCRIPTION  Goal: Understand how the continuous use of Salesforce will assist the employees and enhance the student experience.  Employees will  Acknowledge the differences from the old knowledge base  Identify the purpose of using Salesforce  Add feedback but also know why it is so vital  Exercises will allow the employees to apply new knowledge immediately by improving articles.

PHASE 1 – INTRODUCTION TARGET AUDIENCE  Contact Specialists  Employed 6 weeks to over 5 years  Participants live in the city of Phoenix or surrounding areas.  20 employees per class  Each Specialist will have access to a computer during training.  Prior Knowledge

PHASE 1 – INTRODUCTION DELIVERY  In class setting  Activities will require:  Computer  Overhead projector  Whiteboard  Chart paper, tape, and Markers  Note paper and pens  Beginning April 6 th - One day – 6 hours – 9AM to 4PM

PHASE 1 – INTRODUCTION COURSE GOALS  The purpose of this course is to educate our staff on the importance of using and contributing to Salesforce.  Feedback shows that initial training did not stress #feedback and it’s importance.  This course will enable our employees to use Salesforce to find unknown information, provide feedback to add to the knowledge base, and in turn, make it easier to find information important to them, their team, and the entire floor.

PHASE 2 – DIRECTION GOALS AND OBJECTIVES Goal A: The employee will (TEW) gain an understanding of the importance of Salesforce. Objective A.1: TEW answer everyday questions a PS would ask without help from a computer, on a pen and paper quiz with 100% accuracy. Learning: Critical Thinking. Technology: N/A Objective A.2: TEW discuss the importance of Salesforce to answer not only typical questions but rare questions during classroom discussion giving at least two reasons. Learning: Collaborative. Technology: N/A

PHASE 2 – DIRECTION GOALS AND OBJECTIVES Goal B: The employee will learn how to use #feedback to benefit them, their team, and the floor. Objective B.1: TEW search for articles based on preselected scenarios using Salesforce with 100% accuracy. Learning: Critical Thinking, Collaborative. Technology: Computer. Objective B.2: TEW identify areas of improvement for searching by using #feedback on at least three articles. Learning: Collaborative. Technology: Computer.

PHASE 2 – DIRECTION GOALS AND OBJECTIVES Goal C: The employee will gain the tools on how to improve Salesforce. Objective C.1: TSW submit #feedback on the computer for three articles. Learning: Critical Thinking, Collaborative, Project Related. Technology: Computer. Objective C.2: TSW develop key words to add to articles to link with related articles on the computer for at least two articles. Learning: Critical Thinking, Collaborative, Project Related. Technology: Computer.

PHASE 3 – PLAN TRAINING SCHEDULE ActivityStrategyStakeholdersResourcesTimelineAssessment IntroductionCooperativeEmployees, Instructors 30 minutesObservation, Notes QuizIndependentEmployeesQuiz, Pen/Pencil 30 minutes Grade quiz and discuss Break15 minutes Small group discussion CooperativeEmployeesChart paper, Tape, Markers 30 minutesObservation, Motes LectureDirectEmployeesWhiteboard, Markers 15 minutesWrap up questions

PHASE 3 – PLAN TRAINING SCHEDULE ActivityStrategyStakeholdersResourcesTimelineAssessment Search ActivityDirect, Guided Practice, Cooperative Employees, Instructors Computers, Overhead 30 minutesFind articles as a group. Lunch 60 minutes Pair SearchCooperativeEmployeesComputers, Scenarios, Chart Paper, Markers, Tape 40 minutesSmall group discussion and observe discussion. Class discussionCooperativeEmployees, instructors White Board, Computer 20 minutesObservation, Notes Break15 minutes

PHASE 3 – PLAN TRAINING SCHEDULE ActivityStrategyStakeholdersResourcesTimelineAssessment Class discussionCooperativeEmployees, Instructors 20 minutesObserve, Facilitate #feedback activity Guided Practice, Independent Employees, Instructor Computers, Whiteboard, Paper, Pencil 40 minutes Observation, Facilitate conversation ClosingCooperativeEmployees, Instructor Whiteboard Paper, Pencil 15 minutesObservation, Documentation

PHASE 4 – EVALUATION THREE STEP ASSESSMENTS  To evaluate effectiveness of the training and instruction the following assessment steps will be put into place:  Step 1: Initial assessment (same day)   Epic points  Step 2: Follow-up assessment (May 2015)  Questions for improvement of training and Salesforce  Salesforce participation  Epic points and awards  #feedback badges

PHASE 4 – EVALUATION THREE STEP ASSESSMENTS  Step 3: Final trial period assessment (July 2015)  Areas of improvement  Feedback  Include improvements  Show proof their feedback has been implemented

QUESTIONS? THANK YOU.