Salesforce Field Service Lightning

Enhanced Scheduling & Optimization

TYPE OF PROJECT:

ELEARNING

TOOLS:

Articulate Storyline 360, Camtasia, LearnUpon LMS

MODALITIES:

32 eLearning Modules, 130 quiz questions, 10 Job Aids 1 Day in the Life Module

Purpose

Company studies have shown that prioritizing the routes of technicians familiar with specific sites and customers improves productivity and enhances customer relationships with the company. This approach also fosters a greater sense of ownership and satisfaction among the service technicians. The Operations Excellence, IT, and Salesforce product teams redesigned and improved the existing optimization tool. The goal is to reduce manually intensive labor and to give the organization greater control in scheduling decisions.

Description

To ensure a smooth transition as the new features replaced deprecated ones, training was developed for Operations Coordinators. Below is a short description of the development process:

Recordings of videos were done by the SME
Transcribe recordings
Segmented videos into smaller chunks
Transformed some sections into interactive elements
Created 32 eLearning modules, organized into 10 sections
130 quiz questions were created in LearnUpon LMS
Job Aids were organized and included in a SharePoint folder for future reference

Audience

120+ Operations Managers and Coordinators

Training Launch - 3 Waves

The 4-day online training was divided in 1-h session each day. Daily progress meetings allowed for feedback and questions. The online training was followed by targeted in-person training at the busiest branches and virtual training assistance for all.