Salesforce is fantastic, isn’t it? It’s hands down the most popular CRM solution out there, with its flexible API, extensive App Exchange and its inimitable capacity for flexible records, custom reports and so much more. With CRM being so central to business processes in modern times, this is a huge thing to make note of, because good CRM means good business. However, we all know that one of the bigger problems is providing or acquiring solid Salesforce support.
See, the nature of Salesforce, and the aspects of it that make it so well loved, also mean that official support channels are kind of dicey often enough. Now, this isn’t due to Force.com not being able to provide great support. It’s because Salesforce can be unpredictable in its nature and ordering, depending on what customizations, applications and other user changes have been made to an installation.
Apps can render instructions officially written absolutely redundant, irrelevant or completely inaccurate. They can’t account for this, which means you have a problem on your hand.
What kind of Salesforce support can turn to?
#1 – YouTube
Ok, two things, first of all. One, I’ve made no secrets about my dislike of video for tutorials, because it’s so linear and hard to keep up with if you’re trying to use something in a “follow along” way. Nonetheless, if you learn well from video, there’s nothing wrong with that, and I have no right to accuse you of liking something that’s not any good.
Well, YouTube has a number of videos that do effectively and entertainingly teach the standard Salesforce processes. They can show you how to use different built in functions expertly, with visual cues and the teachers are usually pleasant in how they handle it.
However, while some do teach the intrinsics of apps and dashboard commonly added on, they really can’t account for the wide variance of Salesforce all in all.
#2 – Forums and Discussion Sites
These are an alternate user-powered support sources, using text (which I find better) rather than video. Along with removing the problems some find in video, this also allows for more interactivity, so people may ask “how do I?” sorts of questions, and get good answers all in all.
This one can address the shift problem of customization a bit better than video, thanks to the dynamism of discussion here. However, it still can’t perfectly account for them. Trying to in more extensive cases will result in long drawn out exposition on your part of what all conditions are present, before someone can give you an applicable answer to you.
#3 – WalkMe
WalkMe is a different kind of solution. It was originally designed as a tutorial creation system. Using point and click element design and scripting, you can make logic constructs which can integrate with web forms.
By doing this, it can watch users through the state of the form, and by its instructions, write values, prompt the user, lock controls and a number of other capabilities. This means it can guide people through immensely complex tasks one step at a time, like a personal guide.
This is the best answer all in all, to account for those differences in installations, as well as meet both video and text leaners both half way.
If you want solid Salesforce support, YouTube will get you grounded, forums will help you get some additional standard answers. After that, set up WalkMe to teach your staff how to use all your modifications. You’ve got this.