Instructional Plan – Phase IV

Misti Skorch

CUR/516

October 27, 2014

Joan Beckner
New Customer Support System
In this course, employees from ABC Company are
introduced to Salesforce customer support system for
future use when reviewing customer accounts. Topics
include customer support terminology, Salesforce screes,
unique features of Salesforce and include on-the-job
training.
 Content
 Phase I
 Audience
 Modality

 Phase II
 Goals
 Objectives
 Strategy
 Technology
 Content
 Phase III
 Training
 Staff Needed
 Resource and Materials Needed
 Implementation
 Assessments

 Phase IV
 Objectives
 Audience

 ABC Company employees

 Minimum age 18

 Prior Knowledge

 Bachelor degree
 Modality

 Face-to-Face

 Classroom setting

 On-the-job setting
 Goals

 Employees will use Salesforce the new customer

support system for future customer inquiries.

 Employees will utilize Salesforce customer support

terminology.
 Objectives
 By the end of training, learners will utilize
Salesforce to accurately resolve customer
inquiries.

 Without assistance, learners will exhibit

knowledge of the new terminology for
Salesforce through observation 95% accuracy.
 Strategies
 Kinesthetic
 Hands-On activities

 Audio
 Facilitator presentation

 Visual
 Projection presentation
 Technology
 Hardware
 Two Monitors

 Software
 Salesforce
 Internet
 PeopleSoft
 Email
 Training

 Days 1 and 2
 Eight-hours each
 Technology review

 Introduction to Salesforce

 In depth review of Salesforce

 SME presentation

 Continued review of Salesforce screens

 Features unique to Salesforce

 Employee practice
 Training

 Days 3 and 4

 Four-hours each

 On-the-job Training

 Second half of shift

 Staff Needed
 Two facilitators

 Four Subject Matter Experts

 Administrator

 Technical support
Resources and Materials Needed
 Training room with tables and chairs

 Internet Access.

 Projector

 Computers with current software

 Customer information for training purposes

 Workbooks for each employee

 Implementation
 Mandatory
 Will receive two-week notification

 Communication
 Webinar
 Email
 Outlook calendar invites
 Assessments
 Formative
 End of days 1-3
 Located in workbook
 Reviewed as group

 Summative
 End of day 4
 95% accuracy required
 Observations
 Criteria

 Criteria for Determining Goals Met

 No use of previous software system

 Accurate resolution of customer inquiries.

 Learners using new terminology

 Evaluation Instruments

 Evaluation Instruments

 Surveys

 Observations

 Workbook formative assessments