适用行业
- 教育
用例
- 虚拟培训
服务
- 系统集成
- 培训
关于客户
半岛犹太社区中心 (PJCC) 是一家非营利组织,决定于 2018 年秋季升级其客户关系管理 (CRM) 系统。CRM 系统基于 Salesforce Lightning 构建,旨在简化其运营并为其客人提供更便捷的服务。更个性化的体验。该组织有 200 多名员工需要接受新系统培训。该培训由 PJCC 的 Salesforce 支持专家 Ryan 领导,他决心让培训对所有员工都有吸引力且有效。
挑战
2018 年秋季,半岛犹太社区中心 (PJCC) 决定升级其基于 Salesforce Lightning 的客户关系管理 (CRM) 系统,以简化运营并为客人提供更加个性化的体验。面临的挑战是培训 200 多名员工如何有效使用新的 CRM 系统。 Salesforce 支持专家 Ryan 负责这一职责。他决心避免传统的培训方法,因为这种方法可能会让员工感到厌烦并影响他们的学习过程。面临的挑战不仅是让员工熟悉新系统,还要确保他们在新系统上线后就做好有效使用它的准备。
解决方案
Ryan 选择使用 ScreenSteps 来创建引人入胜且有效的培训材料。他与 ScreenSteps 教练、转型服务总监 Jonathan DeVore 合作了几个月,开发了培训课程。第一步是在 ScreenSteps 中记录 PJCC 的所有程序,为使用新系统创建单一事实来源。该文档包括操作方法文章、清单和策略。随着新系统的发展,流程和程序发生了变化,ScreenSteps 可以轻松更新文档并保持其准确性。 Ryan 还针对 PJCC 员工必须执行的工作创建了基于角色的培训课程。他专注于创建基于场景的练习,这些练习针对具体工作且相关,使员工能够快速掌握新流程。在培训期间,Ryan 演示了如何在执行过程时参考 ScreenSteps 文章,使用 ScreenSteps 浏览器扩展向员工展示如何使用上下文帮助。
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