How to Drive Adoption and Enablement in a Remote Environment

Hello, and welcome to another X Force Data Summit, presentation. This one's from, Melanie Filet, who's the CEO and cofounder of Specket. And Specket is a company that helps you document your Salesforce instance, which I think we all know is critically important and often overlooked. So without further ado, here's Melanie.

Awesome. Thanks so much. Great to meet you everyone. Super excited to talk about a path a topic that's near and dear to my heart here, especially in this environment where you're now having to enable a lot of folks that might be new to remote or your team is dispersed.

So today my goal is to really share a lot of tactics and strategies that you can put in place with or without a solution to help better communicate change, share knowledge, drive adoption of Salesforce, and then also give you a little tour of how we solve for that. So quick agenda here for the presentation today, I'll start by giving a little bit of background and introductions on Specit and myself. I'm then gonna go into kind of understanding the science behind adoption because I think it's really important that we educate ourselves a little bit more on, you know, what it really takes to drive technology adoption with our users.

Then I'll share some of the best practices that we've seen from now talking to hundreds and hundreds of sales enablement managers, learning managers, Salesforce admins, IT leaders who are looking to innovate and drive change rapidly in their organizations. And then I'll end the call today with a short demo of SPECT and how we try and make it just really, really easy for you to, you know, both document, train and communicate changes to your users.

So just a little bit of background on Specket. We are a documentation training platform. We're listed on the AppExchange as a Salesforce partner. You know, because of the nature of documentation and training and adoption, we're pretty industry agnostic.

So we have representation across a number of different organizations from financial services to real estate to insurance to healthcare and tech companies. And what all these companies have in common is that they are heavily invested in Salesforce being their core business platform and they are really focused on helping their users understand and use the platform to their advantage. In the digital adoption space, we're super excited because we just won a lot of awards on G2, which is the largest B2B software vendor review platform. So thanks to all of our users and all of our customers that have really gone and taken the effort to leave reviews, we won the best, easiest to set up, easiest to admin, easiest to use software in the digital adoption category.

So really excited to share why that is today.

And then a little bit of background on, you know, on me and really the inspiration for Spike It came from. So my background is working in technology companies, specifically startups.

In San Francisco, now a few years back, I was managing all the operations and enablement. So I had a few different teams for working under me at a real estate financial institution called RealtyShares. I manage our servicing, our loan departments, I manage our investor services teams and we'd made a huge investment in Salesforce as a company. We'd invested for what felt like to us a large amount at the time, a million dollars in licensing, in products, in professional services, in teams on hand and about a year in we just didn't have an option.

No one was using it and it was a big, big challenge for us. And at the time I was not involved in the project. And so our CTO at the time said, hey, we're gonna get rid of Salesforce and we're just gonna build our own solution in house, which some of you guys might have heard that talk track before. I see you nodding your head at that.

There be dragons, just be careful, Exactly.

And so our leadership team voted yes on it because again, we've had it for a year, Mellon was using it. And that's when our CEO came up to me and he's like, hey, here's what was decided. I wasn't there at the time in that meeting.

And he's like, what are your thoughts on it? And this is right when Salesforce Tower was still under construction. So I was looking out at the Salesforce Tower every single day for my office and I'm like, you know, I don't know much about Salesforce but I do know that they're doing something right if they're building the biggest tower in San Francisco and I think that we just probably didn't implement it correctly, we haven't done it correctly.

And that's where he said, well, I'd like to sell this to the investment if we can. And so long story short, I became in charge in Salesforce. I learned everything I could under the sun, worked with our architects and we completely did a rearchitecture, implementation and ended up saving Salesforce. But the ongoing challenge I had was as I was making these changes, right, and all of you know, your roadmap for Salesforce is kind of indefinite, right? It's a business platform that's constantly gonna innovate, whether it's Salesforce coming out with new functionality or it's your team, change is the constant, right? Your ability to drive adoption depends on your ability to drive change and to communicate those changes, to track those changes.

And, you know, as the person responsible for that, it was hard, right? Our employees came from real estate finance backgrounds. They'd operated out of spreadsheets and Outlook their entire careers and so they weren't so inclined to log in every day and especially not if we didn't make it easy.

And so I started looking at every solution I've done, knowledge bases, learning management systems, digital adoption solutions. But what all these had in common is that they weren't actually connected to Salesforce, which meant if I made a change in Salesforce, I had to manually remember, oh, I need to go update that document or that PDF or that walkthrough or whatever I'd built. And the reality is no one has time for that, right? As I recognize, I was the first one to recognize the importance of documentation and training, but it needed to be easy.

It needed to be something that we could develop a habit and most importantly for our users, it needed to be right in front of them because no one was going to leave what they were doing and go look for it. And that's kind of the background on Spacket, that's how I started thinking through, well, what are the elements that I like of all these different solutions and how can we come up with a solution? What would I want out of a solution? And that's how Specit was born.

And as I was mentioning, you know, the main challenge that we see organizations facing is that they're investing so much in Salesforce and integrations and all these different applications to drive their business, to help them see revenue and to drive results, yet all of their knowledge and documentation are still kind of using the old methods, is email and Chatter and Slack and documents and PDFs and Excel spreadsheets, you name it. So as an employee, I've got all these different tools that are constantly changing and then I've got twenty five different sources of information that I need to possibly go find, none of which are actually where I need them in Salesforce. So it can be really frustrating.

And if you look at, you know, just the landscape in technology, things are getting more complex, right? We've done surveys with admins and on average sixty two percent of respondents said that they roll out changes in Salesforce weekly or monthly. That is a lot of change, let alone all the other tools that are in your company, right? On average company, the average employee uses nine plus tools and you've got teams that are everywhere. And so you've got this big movement, this big transformation that's happening with just pushing technology on your users but there isn't really the support needed to drive that change, to see those results and to make that easy.

And with Salesforce in particular what's really interesting is, you know, for every dollar you're spending on a Salesforce license, the AppExchange says that the average spend is 5.6x on other things. So think of other apps on the AppExchange, think of professional services and that's not counting in house employees, right? So when you're talking to your CFO and your executive team, it's fair that they're frustrated because they're spending so much money to try and drive business results, yet eighty three percent, this is according to a Gartner research, struggle with bad data.

People aren't following the processes, they're confused, they're entering the wrong information. Most companies say that they struggle with supporting their users and we did a survey with, John Barrows, the biggest Salesforce trainer in the United States, and only ten percent of the employees surveyed, over a thousand employees were surveyed, feel like they get enough training. Right? So you've got all this change, all this investment in technology, but then you've got these challenges around training and adoption that are preventing you from seeing that value.

And this is really what we're seeing in the market, but this was the problem I was feeling acutely and that we see with all of our clients as well. And so that's when I started dreaming up, well, what if we could create documentation from Salesforce, Right? What if we could integrate with Salesforce, pull in our objects, pull in our fields so that I wasn't starting from scratch, I had a baseline there? Right? And from an IT standpoint, for any admin or developer that's listening, I could create a data dictionary and map out my my integrations.

But more importantly, then as Salesforce updated, as my field labels changed, I could pull in those updates. I could document that in a centralized place, and lastly, I could see that right where I need it as an employee. It would automatically surface. So that's really the background on Spacket. But before I give you guys a little bit more introduction on the actual solution, I'm super excited to first share, you know, even without a solution today, how can you improve the way that you drive adoption in your organization? What are some of those tactics and strategies that you can put in place? So the first thing that I think is really important when it comes to understanding adoption is understanding it and just for many of you guys this will be just reinforcement, but understanding how our human mind works when it comes to learning and change.

So I spend a lot of time researching adoption and the honest truth is there isn't a lot of research out there but there is a really interesting Australian study that was done on the rate of technology adoption and they found that there are two main factors, there's actually three but two main ones that actually influence the rate of technology adoption. The first one is perceived usefulness, right? As a user, how helpful do I think this technology is going to be to me? What is there for me to win?

How am I gonna be making more money, saving time, you name it? If someone has not bought into how this is gonna help them, they're not even gonna log in, right? And there's a number of different things that kind of influence that such as prior experience, right? Have they used Salesforce at the last company that went wrong?

How are we communicating those benefits? And so that's the first thing, you know, when I'm talking to a customer, yes, let's talk about documentation, let's talk about training. Those are definitely helpful. But first, you need to make sure that the time and the communication that's coming from the top level of your organization, the leadership teams, from your direct managers, from your peers are talking about how Salesforce is gonna change your business, how it's gonna help you as an employee based on your role be better at your job so that the user has the incentive to even log in.

And this is where I see most companies getting it wrong. They spend their day long training before they roll out focusing on here's how to do the different flows and the opportunity or how to create a quote. The users won't remember that much and we'll talk a little bit more about that, but they will remember the why. They will remember the why.

So we're gonna, I'm I'm reinforcing these themes because as I share a few tactics with you, it's really important that you remember this piece. The second one is ease of use, right? Once I'm actually bought in, once I'm like, okay, I get it, I see how this is gonna help me, the number two thing that impacts whether you actually get adoption and whether you get users to use it is how easy is it for me to actually now accomplish what I set out to do, right? And so that has to do with your UI UX, right?

So there's some ways that you can simplify Salesforce. It has to do with what training and documentation is available, it has to do with what support is available to you as a user, but all of that, once they're bought into it, when they log in, if we do not make it easy for them to accomplish their goal, adoption ends there.

And then lastly, and this one I find quite fascinating, the third most impactful factor is peer influence. And so peer influence has to do with, well, if I see Jim on the sales team who's absolutely crushing it, he's hitting all his goals and he's using Salesforce, I'm more likely as a user to go in and do it, right? If I see that one employee who's been at the company for ten years who was also resisting Salesforce now using it and he's seeing the benefits, I'm more likely to use it, right? And what I saw firsthand is that peer influence was really, really impactful for our team and, you know, at first, again, I shared that we were real estate finance, we had a lot of users that were resisting it as a whole and the reality is in the workplace there are certain people that just have louder voices than others, right?

It might have to do with tenure, might have to do with popularity, you name it, but getting their buy in and spending that time one on one sitting down with them and understanding what are your frustrations with Salesforce? Why aren't you using it? And getting their buy in and even finding low hanging fruit that you can build for them, sometimes they're like, well, just wish I could pull a report from this. Great.

I'll build a report for you. Right? And then you get them to communicate that to the rest of your team Because once you start getting that muscle going, once you start getting a group of power users or champions in your org, it starts creating more of a culture of adoption. Right?

And so it's really important that you think about, you know, who are the people that you need to sell on Salesforce in your organization, whether that's the end user or managers, to then get that osmosis buy in from everyone else.

So anyway, so that's just a little bit of high level but I think it's really important when we talk about adoption to not just talk about here are all the different tactics you can do but taking a step back and really understanding how as an organization do we need to embody a culture of adoption and what are the things that we can do to help based on these principles.

And this was just kind of a funny one to illustrate, but at Snowforce, a recent Salesforce conference, we did a survey live with everyone around and I asked a simple question. Let's say you were installing a DVD player. How would you want to learn how to use it? Right? One of the options was I want someone to show me how to do it every step of the way. Zero percent responded to that.

I'd read the installation manual in full first before I get started. Five percent of people said that. I'd watch a YouTube video on how to do it, sixty percent. And seventy nine percent, and this was a room of admins, right, said I'm just gonna start plugging away and if I get stuck, I'll Google it or search the manual, right?

And what that tells you is that most people just kind of wanna get in there and if they get stuck, they wanna be able to easily get help, right? That is how we operate, and this is a group of admins but I think it's really important that we're honest with ourselves as admins and say, hey, if this is how we like to learn, this is also probably how our users want to learn, right? And so if we're constantly rolling out changes and we're having them attend a long webinar explaining how to create a quote and then two days later rolling out the feature and now they're in the software, are they gonna go back to that webinar and watch it?

Right? How can we enable them when they're in the platform?

And so it's really important to understand why reinforcement is so important. Right? When it comes to our mind, when you learn something, it's first stored in your short term working memory, right? I just shared a lot of information. If I don't repeat what I just said, you're not gonna remember it all because if it's not reinforced, there's only so much of that working memory that makes its way to that long term memory. And that takes us to our second point which is your working memory has limited capacity.

There's only so much that you can listen to and digest at once. People say that it's between or studies show that it's between five and nine items that your cognitive load can store. And so it's really important to understand that design of your learning and your documentation is super important, right? Spending a whole day long training your users on all different features post rollout isn't necessarily gonna help you accomplish your goals because people aren't gonna remember all of that information at once.

And that's why you hear this word microlearning or just in time and it's about saying, hey, if you've got a really long process, break it up into bite sizes. Focus on the bite sizes, reinforce them, get them to understand the small bites and pieces, and then they'll start remembering more. So it's really important as you think about, you know, what tools and resources you have available for your team. If you have a, you know, twenty page Salesforce training manual, I really urge you to break it down in a way that's easier for your team to digest.

Great. So based on that kind of like high level background and theory just of how our minds work and and really how to understand adoption, let's talk about a couple different tactics and strategies you can actually implement starting today. So there's a couple things I'm gonna cover. The first one is just on timing, communication, documentation, training, of course, and reinforcement when it comes to rolling out a change.

And of course, you know, given that we're in a remote environment, this is especially important right now, but even when you're not remote, this is important for your team. Right? All of these things will impact how likely your users are to actually implement that change and absorb it. So the first one is timing.

And this one sounds pretty obvious but the reality is I've seen a lot of people make mistakes when it comes to timing where they roll out a big Salesforce change, you know, the last day of the quarter, right, when your sales team is just struggling to get their deals in, they're trying to, you know, hit their numbers, your revenue, your company depends on it, and a Salesforce change gets rolled out the night before that changes the way that quotes are created or that changes the way that opportunities are created.

That will create frustration. That will then start creating resistance in how your users and I've made that mistake a million times, right? It is super, super important for you to talk to your business stakeholders not just about the change and who needs to be communicated to but when is it gonna be a good time to roll out this change. Because whether it's small or big, anything that's out of the ordinary, anyone that's gonna block, anything that might block your users to helping them accomplish their goal will build some resistance.

And so it's really important for you to think about, you know, when is a good time, right? First thing Monday mornings, the last thing someone wants to come in is I log into my computer, everything's different, I haven't even had the time to like have my morning coffee, I've already got a lot going on this week and I logged in and everything's different, right? It's really important to think through, okay, as an organization, what are some of the big initiatives? How are our teams organized?

How are our meetings organized so that you can find the optimal time to roll out a change to drive adoption?

The second one is communication, right? A lot of companies communicate the change when it's rolling out. The reality is what you wanna do is first, before making the change, sit down with your users and watch them work. See how they're currently doing it so that then when you're communicating the change, you can actually convey that you understand how they're doing it today and why this new way is gonna be better.

If it's a big change, make sure that you're actually talking about the change beforehand. If you're migrating to Lightning, that should be a topic in every single one of your sales meetings for the months leading up to it. Hey, guys. Lightning's around the corner.

We're excited. Here's how it's gonna help us. It needs to be reinforced. People cannot be caught by surprise, it needs to be something that they understand the why, that you've reinforced the why so much that they're excited for lightning, that they're not, you know, rolling their eyes at like, we've got this big change, right?

Because the natural reaction when someone says, hey, attend this training, here's a new process, it just triggers an eye roll for almost all of us. I think it's a natural reaction to change, right? Even when my iPhone updates the new software, I'm like, now what? You know?

That's just the natural reaction. But the reality is a lot of these changes benefit them, Right? So making sure that you communicate again the why and that you reinforce that upfront so that it doesn't catch them by surprise, they understand what's happening so that the day of they can implement that.

Now when it comes to documentation and training, this is one of my favorite images to show. I show a lot of our our new employees and it talks about taking the MVP approach to documentation. Now most of you guys are admins, developers, and so you're used to the agile methodology when it comes to development, which is the whole idea is instead of, you know, writing out the entire scope of the project from the start and then breaking it up, saying, hey, let's iteratively build out the requirements and build out so that we can adapt to changes and modify as we go.

But the principle the underlying principle is let's not just wait until we have the full finished product to roll out that change.

There are small incremental value adds that we can do right now that will make the user's life a little bit better.

And the same goes for documentation. Right? When I talk to people, it's like, well, I don't have time for documentation. I get that.

None of us do. The last thing, and we actually did, that was one of those survey results too, it was like ninety percent of admins would prefer to take another admin cert than write documentation. That's just the reality, not something to be ashamed of. I admit it.

I built this product because I don't like documentation either. I do think it's necessary.

But it's really important to take that same framework from an agile standpoint and say, hey, I know I need to eventually document this full process end to end but somehow I'm never gonna find those three hours.

So what are the couple things that I can document right now that I know would help my users? How can I allocate ten minutes per day on my calendar just to documenting the recent precautions that came in?

Right? A little bit every day builds up and it also starts creating that muscle and that habit in you to move forward.

The second one is when it comes to documentation and training, it's really important to realize that you don't need to just use words. There are a ton of really, really simple ways to use a Chrome extension and record your screen in under two minutes and record the quick overview saying, hey, here's what we just built, here's how it impacts you, here's what you need to know. And the good news is that most individuals will remember more from the aid of visuals, so videos, than they will words. Right?

And that is, again, science around how people will absorb information. And so it's really important to recognize that, hey, you don't need to just spend all this time writing out the process. Record a quick video, make it available. It won't take you long and you will help your end users.

So now documentation. So okay, you're convinced, you're like, you know what, I should dedicate a little bit of time to documentation but where do I start?

Well, the first thing is you're gonna wanna run an audit and survey by your team, right? Ask them, where are you getting stuck? How can I help you?

What resources are needed? Right? Or look at your channels if you use Chatter or Slack or email. What are some of the repeated questions you're getting? Make a list of those. Make a little list of here are the top ten things right now that if I documented it would save me as an admin a lot of time because I'm not getting the support, but it would help our users, it eliminates these mistakes. Right?

Then by team, so if you're a small team, create one for your team. If have, if you're a large organization, you have different teams using Salesforce differently, create a source of truth doc. But the idea is even if today your documentation is scattered, meaning you've got documents here, you've got PowerPoint slides, you've got all these different places where you're storing information, you don't need to go through a huge effort today, especially now that everyone's remote, consolidate that. However, what will be helpful is just creating one document, which you call the source of truth for that team, where you just link out to all those different sources. So as a user, I know I need to go to one place to find all the resources that I need to get help. That alone, just knowing where to go to find resources will help.

Right? And then as you start building your strategy, creating what I call cheat sheet by teams, which are kind of like that, and then documenting the journey of an employee, right? If I'm on the service team or I'm a call center agent, what are the different steps of my day to day? How do I use Salesforce to do my job?

What does my process look like? And just breaking that out and then starting to create documents by team that outline the key processes. Right? So it's really taking that kind of like business analysis outlook on how people to do their job to do that.

The second one, and again, is my background in ops, but I used to do what I call a bug smashing meeting every quarter with my team and I'd actually ask our end users to join and then depending on what it was related to, some other stakeholders, but it was really to help identify where as a business are we at risk, right? If you're a regulated industry, mistakes in Salesforce can cost you a lot of money.

Even if you're not in a regulated industry, it can, you know, if you fill out the wrong quote, if you add the wrong product, if you do the wrong thing, you might invoice a customer automatically that you didn't mean to, you might send the wrong proposal or quote that you can't reverse back, you might forget to invoice someone or in our case, I was managing our servicing department because we weren't updating the statuses correctly, because there was a misunderstanding on my team, we almost forgot to collect sixty thousand dollars in interest payments because we had incorrectly updated Salesforce, right?

The reality is while these things seem small, the consequences can be significant on your business. And so for us, what we do is we do this quarterly meeting, it was about two hours where we'd go through and say, hey, let's talk about all the mistakes that we've made recently. Let's talk about all the parts of our process that are prone to errors or that critical handoffs happen, which is if I don't update this status, the ops team isn't aware of it. If I don't do this, finance doesn't get the invoice, right?

Identifying where those checks and balances are needed and then starting there from a documentation standpoint. And I think right now, especially if you're new to being remote, it is super, super important that you take that outlook which is, okay, there's a million things that we need to improve in Salesforce, there are a million things that we need to help our team with, but how can we identify where the business is at risk and at least start putting those protective layers? And then not just document those, but in your morning standups, encourage your sales managers, your operations managers, your support managers to say, hey, before we get into the agenda for today, let's do a quick check-in.

This recently came up, let's talk about this process, make sure we're all aligned. And use, you know, encourage your managers to reinforce some of these processes with their teams too.

And then lastly, feedback, Right? That was something that I learned the the hard way too. I was rolling out all these changes, I thought I was doing everything right, but I wasn't taking enough time to stop and ask for feedback. How is this helping?

When you asked me to build this feature, when you asked me to add that checkbox, when you asked me to add that field, why? And did you see the benefit you were looking for? Has it saved your time? Has it helped you identify your customers?

Has it made it easier to filter your reports or whatever it was?

Stop, ask for feedback, right? And if you want to, if you wanna get a little bit fancy, create dashboards that allow you to more easily track some of the feature usage or use tools like Filter to do that in a lot of different ways but make sure that you're actually looking at, you're not just pushing out all these features and functionality but you're stopping and asking for feedback and making sure that you're doing those checks and balances.

Just doing a quick time check here. Alrighty. And then lastly, we talked about reinforcement but, you know, just go back to the pure influence piece, encourage your managers, find champions, get allies so that it's not just IT or Salesforce teams pushing changes, you've got allies on the team that are like, hey, look at this great new thing in Salesforce, let me show you how to use it. Get them to do lunch and learns.

If you do documentation, hide golden eggs. Sometimes we I used to hide like a little ten dollar Amazon gift card to see who was the first person to go through and read the manual. Right? Like there's ways that you can make it fun.

Right? And if you talk to your IT manager, like how can you get people at the end of the day, like the more people like Salesforce, the more people use it, the more adoption you have, the more asks you'll get, the more, you know, the more Salesforce will grow in your business and hopefully your business will see the results as a growth too. So at the end of day we all have the same goals in mind. How can we make it fun?

How can we make it easy? And how can we get people excited about Salesforce?

Great.

So now going into the solution, Leonard, was there anything you wanted to add to any of this? I know I've been kind of going on here for a little while.

No.

Think you're doing a good job and I have some questions at the end but keep Awesome.

Thank you.

Great.

So now I'm gonna go into the part here where we talk about how Sify can help. So like I said, everything that I just shared doesn't require a solution. Right? You can start doing that today to make your team more effective.

But as I mentioned, you know, all the science is something that we really believe to our core. A couple of things is I believe that reinforcement and microlearning is absolutely key for knowledge absorption for the reasons I described earlier on just how the human brain works when it comes to storing information.

I also think that habits drive behavior. If you understand the habit loop, right, there's a few really good books out there that help you from a personal development as well, but it's really important to understand that habits are driven by rewards, right? As humans we are motivated by the reward whether that's a financial incentive, whether that's, you know, let's take the gym for example.

Your motivation to go to the gym isn't to go to the gym, it's likely because you want to feel better, look better, you name it, right? And so that's the reward that you're ultimately seeking. And so there's three main things in a habit. There's the cue, which is the reminder that I want that reward and the craving.

Then there's the response. How easy is it for me to act on that cue? And then lastly, the reward. So if, you know, when it comes to the gym as an example, right, there's a lot of studies that show that it helps when the gym is on your way to work because when you wake up in the morning and you're like, yes, okay, I woke up, my alarm is the trigger that I should go to the gym, right?

It's the cue. And when I think about the gym, I'm like, okay, great, I'm gonna feel better afterwards. But if all of sudden now it's not on your way to work, you need to go out of your way, there's a lot of physical and mental effort to get to that, you're just not gonna do it. That's just where habits break.

And that's why, you know, if you look at all areas of your life, habits and understanding how habits work is really important. And to me that comes to adoption as well, which is as an as an user, right, I'm in Salesforce, I get the cue, like I get stuck. So my cue is I'm stuck, I know that there's an answer to my problem and the reward is I'm just gonna get through that process or I'm gonna close that opportunity. Whatever it is that I'm looking to accomplish is the reward.

But that response time, that physical and mental ability to respond to that cue is what we need to optimize for because otherwise all else breaks. If I'm a user, I'm in Salesforce, and I'm stuck on something, if you tell me I need to now go into SharePoint, I need to go look through all the folders, I need to file the twenty page PDF and find page five and line twenty six that answers my question, you're just not gonna do it. Instead you're gonna guess, you're gonna, you know, ping your admin, you're gonna do something because there is too much physical and mental effort required to go do that, right?

And so that's how understanding how habits and how our minds work is really important. And so that's why I'm so focused on how can we minimize that response time. Meaning how can we optimize that response time so that I'm stuck and the unit two is right there.

I now have no excuse not to go through with the process, not to read the training because it's right there. I didn't need to put in any physical or mental effort to go find it. And so that's a big piece. And then lastly, I believe in mastery.

I believe that most individuals want to learn and develop, they want to win approval, and so when users aren't using Salesforce, it's not because I believe that employees want to do a job, good job. I believe that they want to be successful for a number of different reasons. It's important to understand what their incentives are, but I don't think that people don't use Salesforce or don't log in to be a pain. I think it's because we haven't helped them be successful at it.

And so as a company, we're focused on solving for this. So as I showed you guys earlier, all that decentralized information, right, what if your digital enablement was as innovative as the rest of your digital stack, so as as innovative as the rest of your investment in Salesforce?

What if all of your training, all of your documentation, so not just Salesforce but all your release notes, all the information that your team needed was centralized in one place that you could access them from any workflow, whether you were in Salesforce or in any other application?

What if, as an employee, you had a digital companion that embedded your training right in Salesforce so that when you were looking at your screen, the training was right there, whether that was understanding a Salesforce process or whether you were a sales rep in Salesforce trying to, you know, review your notes before your next big prospect call and you had the questions on how to uncover pain right there, right? More of an enablement.

What if as a user I could get, I could learn changes and be communicated changes right where they impacted me in the tool where the change was happening. And then what if instead of just this helping me solve for my sales force problems, as I use LinkedIn, as I use my email, all this information, all this knowledge, all this training that I needed was available to me right where I needed it, wherever I was.

And that is So Specket is again a specifically designed platform for Salesforce, but really for any technology stack which is designed to help you centralize your documentation and make it accessible everywhere. The way we do that is we have a connected app to Salesforce that allows you to connect and if you'd like, import your metadata. So we don't access any customer data but you can connect and import your fields and your objects and your picklist values to use as a baseline.

The benefit there is that then as Salesforce changes, your documentation stays up to date.

And there's a lot of things in the platform that we'll talk about, which I'll talk about here shortly, but what makes this really unique is that as a user, I don't need to log into the platform, I can access this everywhere. If I'm in Salesforce, I can see that documentation automatically embedded. If I'm on mobile, I can use our Lightning component to search that documentation on the go.

If I'm in any web application, I can use the Chrome extension to search for that information again on the go. If I'm in Outlook and someone asks me a question I don't know, I can insert the information because I can pull up the SPECT extension right there.

And soon we've got a lot more extensions coming out here, but the whole idea is wherever I am as an employee I have access to the source of truth that my company has created for me with any answer I possibly need to be successful at both using the tools and being successful at my job in the tools.

And so for those admins out there, one thing that's important to understand is that the foundation of Spacket is a data dictionary and that dates back to our time, my co founder Anai Azari, she was on the product team, I was on the Salesforce team and we had our database that was integrated to Salesforce. And so we needed to map all the different fields, all the different implications, anything that was regulatory. And so we were doing that in a spreadsheet and that spreadsheet got really out of control because as soon as it made a change in Salesforce, the spreadsheet was out of date. And so

the foundation of Specit is actually data dictionary that allows you to document all of that metadata that you pull in in a very simple way. You do not need to be an admin or developer to understand this. You can share it with your data analysts or business analysts, but it is designed to replicate the simplicity of a spreadsheet from a filtering and a sorting standpoint but to give you the additional customization of having an integrated Salesforce. And so I'll cover how you can track custom metadata configurations, how you can collaborate by adding easy subject matter experts, or you can export and import to Excel with ease.

And it's super important to understand that, you know, the number one thing that our customers love about us is how easy it is to set up. It truly, truly takes five minutes. It's actually available on our free plan if you wanna go try it. It's a hundred percent free up to ten users but you can go in, click connect and import your objects all in under five minutes.

Then on the end user side, once I've documented my work from an assistant side, how can I reuse some of this documentation for our end users? And so we have a library of a lot of templates on the common processes around Salesforce Lightning, nonprofit success, you name it, to get you started so that you're not starting from scratch, you've got documentation out the gate that you can use.

And then you can map your content to different applications, you can print a PDF in one click of all this documentation so you can create a training manual, you can group your training, your documentation by team, by process, by application, and you can even assign to do lists, right? If some of that documentation is better documented by another expert on your team, assign them as an expert and add it to their to do list. So the idea is to crowdsource some of that documentation and training and make it all really easy to do.

And then lastly, what I'm gonna show you in this demo is our extensions. Like I said, you can embed, you can communicate changes, you can search and this is available all in Salesforce as well as any other web app in Chrome.

And something to keep in mind here is there's really key four challenges that we help you solve. Salesforce adoption and documentation obviously being the first and foremost.

Knowledge management in general, a lot of our smaller clients, specifically nonprofits or tech companies growing organizations use this not just to store Salesforce documentation, they use this to store any knowledge that their team needs to be able to access on the go.

A big, big piece of it that's really important to me is a change management piece. Our goal is to make it really easy to track changes, document changes, communicate changes, and lastly of course, employee onboarding, right? What happens to the employee that joined the day after you did that big training?

What happened to the employee that joined two weeks after you rolled out Salesforce? How are they getting up to speed? Right? And so I'll show you guys a lot of different ways that you can use that as well.

So just on time here, so we've got about fifteen minutes.

Great, so let me go ahead here. I'm just gonna press pause and Okay, can you see my screen?

Wonderful. So as you can see here, I'm in Silsworth's Lightning, something that's really important to note is that we work in Salesforce Lightning and in Salesforce Classic and what I'm gonna show you is the end user experience, right? And then I can go into the app a little bit. But the first thing to know is that we've got our Chrome extension here.

From the Chrome extension, you can really easily link any common question that someone might have on a given object, right? So when I'm on the opportunity object, maybe I care about, oops, I just pulled up the wrong presentation. Sorry about that. Let me exit.

There we go. Sorry.

Classic demo.

Alrighty. Can you see this here?

Yes. Yes.

Great. So when I'm on the light on the so let me just do that again here. So if I open up the Chrome extension here, I can see all the documentation I have related to the opportunity.

I can see here how to create an opportunity, for example, and I can review that step by step really easily. I can have videos, images. I can even then expand this to have it in assigned window really easily. As you can see here, you can easily get feedback from folks on your team. If it's not helpful, they can easily share feedback with you to let you know, hey, I still don't really get this, right? You can also search. So even if I'm on the opportunity, maybe I want to know how to log a call.

I can simply search this as user and find that answer really, really easily here as well. So the idea is that I'm a click away from any answer I need and if This is one of our templates, actually, it comes out of the box. If I'm the expert, the sales manager, and I'm looking at this and I'm like, you know what, this doesn't look correct. All I need to do is click edit and actually edit that template right here.

So it's really easy to make edits and change directly in Salesforce, which I'll show in another minute here.

And lastly, when I'm on the Chrome extension, I can also search by topics. So when I'm here, maybe I want to look at the different topics that I have available. Let's say I had training on Conga. I can simply click on Conga. You'll see here I have a little numbering here and so as a user, I can get onboarded and read through this training right here as I'm looking at how to implement Conga.

Great.

But other than searching, I can also see that next to a given object, that training is available to me as well. So I can have sorry, I've got the little video here.

I've got the spike extension here. Again, this is automatically embedded right there. I can watch the video and I can see all this training that I might need related to the opportunity.

I can also do that really granularly at the pick list value level or field level, right? One of the things that I've seen is for our stages, right? Our sales team is always confused, what do I need to do to move from this stage to the next? And GuidedPath can help with this, but what I find is that sometimes they want to access, for example, if I'm in the proposal or price quote stage, what does legal need to do? What are some of the objections that I might get and what are some links to case studies that I could send?

Where's the link to the order form that I need to send? Right, so you can put your entire documentation and process right there next to a given pick list or field and you can also make it fun for your team. You can put some fun gifts.

So now let's talk about actually adding training. So what I've shown you, you might be thinking, well, this looks awesome, but how much effort is this really to create? Let's take a look. Let's say I just added this new field, RPA implementation details, and I wanted to communicate this new field, I don't have time to create a full LMS course or a full document. If I update our long PDF, no one's gonna go read it and find that, so I just need to communicate this one little change. All I need to do is type the letter s for SPECT and now as an editor, I'm gonna surface this field right here.

I'll see here, wow, here's a field on the opportunity, here's the API name, I can now add a definition.

So you'll see here everything I showed you does not need to be done by an admin. If you can write an email, you can create what we call a spec, a specification doc. These are all specs. And I can go in and say, hey, here is what this RPA implementation details field means.

I can write the definition. If I wanted to add, let's say, a quick video that I said I'd recorded, I can just grab a link here and really easily embed a video in one click. If I have a flowchart that I'm using in Lucidchart, I can embed that. If I have hyperlinks to a trail or to an external doc, I can do that.

You can embed PDFs, Excels. It's completely up to you. And then you can relate it to a topic. Like I said, a topic allows you to organize and group your content.

So for me, I've added it to the Salesforce opportunity questions.

And then I can add an expert. So in this case, I'm gonna add myself as the expert so that if my team is still confused, they know who to go ask. And lastly, I'm gonna notify because it's one thing to rule out the change and document it, but you need to make sure you communicate it. So if I wanna communicate it, I simply say, hey, please read this or please watch the video. Watch this video. New field added in response to COVID, for example.

If it's a really big change, I can also send an email. But what this is gonna do is it's gonna send the user a little notification up here letting them know, hey, there's an update in Salesforce that you need to be made aware of.

And based on the topics, you can group your users by team. So maybe sales needs to notified, support doesn't, you can easily do that as well. And so as a user, they'll get a little notification here. They'll see the little notification here at the top that tells them, hey, here's why this field was created and then the documentation right there. So they can search and inspect it, or if I refresh the page, the training will be right there on the record.

So the goal is to make it really, really easy for you to track that change, document that change, train your users, and communicate it all very, very quickly.

And boom.

Or which one was it? Maybe it was this one here.

There we go. And now let's say, you know, I wanted to see I'm sorry. I'm moving the Zoom again. Let's just say here now I wanted to see, feedback.

So let's say I wanted to see, well, how many people have actually looked at this? Right? Who's confused? If I click on view an app, oops, it's gonna open it up here in the Chrome extension, and I'm gonna go into the SpeckIt app itself.

So the good thing is whenever you make a change to your documentation with your Chrome extension or any other extensions, it is updated directly in Speckit, is the database. So here on this field, if I scroll down, I can see all the metadata that I pulled in from Salesforce. So this is more the admin view. Right?

I can see what page layout it's on, etcetera, etcetera. But I can see that it's updated. I can also see the analytics. Who all has looked at this field and when did they last look at it?

And who's looked at this training? And who's reacted to it? And I can easily filter based on the teams that I've created as well.

So I'll come back to the data dictionary or to the Wiki and data dictionary here in a second, but I just wanted to illustrate here as well that we also have our lightning component which allows you to search SPECKit through the utility bar for any browsers outside of, Chrome if you'd like. You'll see here, looks like my computer is taking a second to load here, but all of your training is going be available directly through the Lightning component as well.

And so this also works on mobile. So if you have users on mobile, they can search all of your documentation very easily. And you can also embed this on an actual as a component on an actual record page or your homepage as well if you wanna post your updates there.

But before I go into the application, I just wanted to showcase how you can use Specit and really what makes this what I love about Specit is that you can use this outside of Salesforce too. So let's say you've documented Salesforce, your team's good, and now you're in your email.

And I get an email saying, hey, how do I create a report in Salesforce? I can't figure it out. As an admin, we've all received this email. And I wanna be able to respond to this really quickly. So all I need to do is highlight this, type in a letter s which will search back it again for that particular set of keywords and I'll see here what results come up.

Again, taking a second here, how to create a report. If I want, I can share this link to the actual specs so that when a user gets it, it's gonna pop open right here in the Chrome extension or I can go in here and say, hey, you know what, I'm just gonna go ahead and copy this content to the email.

And just like that, all of that documentation is pasted.

So it's really easy for you to share information. You can also share attachments. Right? So if I was searching if I had a, you know, case study, for example, one of our clients is JLL, they're awesome and so whenever a customer is asking us, you know, hey, can we hear about how other customers are using SpeckIt to help?

We have this case study that we'll send. And so here I've got the PDF case study. All I need to do again is copy, paste, and boom, I can send that to my customer now. And so there's a lot of ways that teams use us beyond just Salesforce documentation and training for more of a general knowledge sharing and training ability.

And lastly here, just to show I'm in a different application, I'm not in Salesforce, but using Specket, I can easily link the topics related to this application. In this case, I'm in Outreach, I can link the topics here, I can search SpeckIt, and I can also enable SpeckIt here on the app, again, in one click so that I can document different fields there as well such as our SLAs. So this is really how you can think of SpeckIt to extend to other workflows beyond just Salesforce as well.

To go into the application here, I'm gonna do a really quick power tour. So as I mentioned, our integrations of one click, when you connect to to SpeckIt, you see all your objects here, you can pick and choose which objects you want to import, all objects are available.

We then have the dictionary. The dictionary is, again, organized to be very intuitive and simple, designed just like a spreadsheet. Here's your fields, here's the object that's on. If I want to see other information, just like I can hide columns on a spreadsheet, boom, boom, here's the API name that comes up and I can create my own columns to track things like tier tickets or integrations, you name it.

It's completely customizable to you to add notes that are specific to the developer or whatnot, but it's really meant to be something that anyone can learn in a minute. You can also filter by page layouts and all sorts of things to make it really easy to do that. And then we have the wiki. So the wiki is where you can then organize all your documentation by topic, by team.

And you can say, hey, let's say I'm a nonprofit.

I've got all this documentation on NPSP. When I onboard a new user, I'm gonna tell them, hey, go into the wiki. I want you to take time and read through all this documentation that we have at my own pace.

Read through that. You can see that they've read it. Otherwise, you can say, hey, you know what? For this user or I'm a consultant, I need to print all this out.

That's just how they like it. You can go ahead and easily print all this to a PDF again in one click. We'll create a nice little table of contents for you as well. Right?

So there's a lot of different ways that you can use this information. You can export it to a spreadsheet, but the whole idea is there's only one place that you need to edit the information and it's gonna update everywhere. So it's saving you time. Right now if I search for account contact and opportunity on FTSP, can open up Specket right here and search account contacts and pull up the same information as well.

Now I've got I'm in editor mode so I'm seeing all my results unfortunately, but I can find that information really easily here and it's exactly the same. So the whole idea is one place where it's all stored, centralized, you can organize it by team, by topic, by process, but you can edit and play around with it however you'd like and we track all the analytics to make it really easy for you to organize your to do list and get insight into what is working and what isn't.

So hopefully that gives you guys a very quick power tour of our features. The best part is all of this, everything that I showed you is available completely for free for up to ten users. So you guys can get started on your documentation journey. We offer twenty percent discounts for nonprofits as well.

And truthfully, we do not have a technical implementation. We do have a success team and our success team is focused on sharing all those best practices that I shared with you earlier on how to create a culture of adoption, how to drive adoption, and ultimately how to see more success at Salesforce. So we'll help you with your content strategy, whoops, and all the other good things there. So just to wrap up here, I want to find the presentation that I believe I have somewhere here, and sum up really quickly.

Leonard, do you have any questions?

Yeah, I do. A lot of them, but, the first, I I thought I heard you mention that you have some kind of out of the box documentation like generic, how to create a report, what's an opportunity, that kind of stuff. So is there is there something to start with if you're a Salesforce administrator that you just need to customize?

Yes. Great question, actually. You know what? Sometimes it's easier to show you. So actually the NPSP documentation I was just showing you is our out of the box documentation for NPSP. But if you go to our free customizable training content, we have a library that has all sorts of exciting topics available for documentation. So you can import all of our Salesforce Lightning training, our Salesforce Classic training, and you're gonna get dozens and dozens of templates that you can just go in and customize to your needs.

Well, that's really nice. I mean, because Salesforce is a really big product and some people some people just use the generic stuff for certain objects and things like that. I was gonna ask you, you seem to have a lot of interest in the psychology of learning.

Do you have psychologists on your staff or is it just research you've done on your own or No, we don't have any psychologists per se on our staff but it's something I love learning about.

So I spend a lot of my free time just really understanding that. Think the more, you know, outside of just understand about human behavior and habits and how your mind works, the more you can overcome everything, right? Because back in life, the challenges that you're having with a task at hand. So I spend a lot of my time really understanding the science and I think ultimately if that's the foundation of what you're building a product on top of, you know, it's not, hey, what feature do I think is gonna help with this?

It's let's go back to the roots. How do people actually learn? What do we know about how the mind works, how knowledge retention works, how change is absorbed, and how can we then build features that help with that? And so we take a very unique approach to our roadmap in terms of how we think about features and functionality.

Well, That's really interesting. If I have a if if I have a customer and I have a custom platform, like we have a custom accounting solution or something like that, and it's built as a web app Can you can how hard is it to link spec it to that?

I assume you can't get you know, your drop downs are gonna have little Specket No.

You can. You can. You can? Oh, All you need to do so the last app I showed, Outreach, was actually trying to showcase that and I know I was trying to get through a lot because of a time but you just need to enable Specket icon and the only difference is it's not gonna be integrated at the metadata level but you can still embed icons and you can still relate topics to that application as well. The whole idea as an employee, whether I'm in LinkedIn or whether I'm in Outreach or whether I'm in NetSuite, I still need access to that knowledge. And a lot of your knowledge crosses over those applications. And so our goal is to really be a layer of consistency wherever the employee is, from a training standpoint.

Great. Great. Well, it's it's an interesting product. I think it's something that people really need, and it's and it's from the perspective before we started the presentation, we were just talking a little bit about your product. It definitely is from the perspective of educating the end user and not it's not a development documentation tool. It's definitely a learning a learning tool or a end user tool.

Absolutely. And I think, you know, there's a lot of there's need for both. Right? Documenting your processes, and we do a little bit of that in the data dictionary from like more of an admin developer standpoint but I think at the end of the day, like it's the end users that will determine the success of Salesforce.

It doesn't matter. That's the real truth. The honest truth is it doesn't matter how much time your development team spends building the best, most innovative functionality and documenting all of that unless your users actually find it useful. Unless your users understand why it was built.

Unless your users understand how to use it. And so we're kind of taking that approach which is how can we help employees learn, right? And not think of let's drive adoption of features with our users. No.

Your employees are your coworkers. They're your team members. How can you help them understand? What do I know about Greg on my team and how he wants to learn?

Right? Does he wanna sit through an hour webinar or when he's in Salesforce, does he wanna be able to find an answer quickly?

Right.

Right? So we're taking that human approach, that employee approach of how people like to learn and trying to reverse engineer it to that.

Right. Well, thank you so much, Melanie. It's a great product and a great presentation, and, we appreciate your time.

Absolutely. Thanks so much.

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