Make A PACT When Teaching Salesforce To End Users



When you are an expert in a software application, it can be difficult to teach others how to use it. Often, when something comes as second nature, it’s harder to break down the steps and processes for a novice. Frustration can run high, and the learner can leave feeling more confused than when they first sat down.


Such frustrations are common in organizations that utilize Salesforce. Many times, developers and IT managers are tasked with teaching and training end-users. Salesforce is a user-friendly platform, but when you consider how vast its capabilities are, it’s easy to see how complicated it can be to teach someone a new functionality.


A PACT For Salesforce Developers


Recently, on the Salesforce blog, CRM instructor and consultant Deborah Handforth talked about the challenges facing Salesforce pros when they try to teach others. She says that she likes to rely on acronyms when teaching others – and that includes teaching the people who will teach Salesforce to end users.  She says the key to teaching any platform lies in a PACT:

Persistence in working with difficult problems

Ability to deal with open-ended problems

Confidence in dealing with complexity

Tolerance of ambiguity


That “PACT” is an agreement you make with those you are teaching, but also with yourself.  She says the key with Salesforce is to apply the PACT teaching basic skills, and “Salesforce will do the rest.”


Overcome Frustrations With A Bit Of Levity


However, frustration and confusion are going to occur whenever anyone attempts to learn something new. End users may be too scared to speak up about their frustrations because they don’t want to look or sound “stupid” in front of their peers or developers.


Encourage people to express their concerns by keeping the mood light whenever you are training. Jokes can go a long way towards easing tension, as can sharing anecdotes about your own frustrations or struggles with the platform. Connecting with end users in a light-hearted way takes some of the pressure off the situation and allows you to build rapport.


It is also worthwhile to pair people together and have them solve problems with someone else. They can lean on their peer for help, and they will put their heads together to try and work it out. If they both struggle, they won’t feel as stressed about raising their hand to ask for help if they get stuck.


Salesforce Training Advice For Real Life


In her blog post, Handforth concludes with a reminder that everyone can use, “If you don’t mind failing, you are more likely to try. If you keep trying, you are more likely to succeed. If you succeed, you are more likely to try new things in the future and get even better at what you are already doing.”


That reminder applies to a lot more than Salesforce. But developers who are tasked with training employees on new functions should always remember how they feel when learning something new. Giving end-users the freedom to fail is important. Keep it light and friendly – Salesforce solves a lot of business problems, but you’re not conducting brain surgery. A little bit of perspective can go a long way.


If you are searching for Salesforce developers for your team, contact the recruiting experts at CSS today to learn more about the ways we can connect you to the best and brightest talent in the market.