Part 3: End User Testing, Communication, Training, and Support

In this last part, you will learn the final phases of project activities that are centered around end users’ involvement with user acceptance testing, well-curated communication, and impactful and tailored training. You will also learn how to plan and execute production support activities so that users can use the newly implemented system functionality effectively and efficiently. We will explore various methods, tools, techniques, and real-life scenarios that you can use during your project phases, which will help you deliver exceptional system usability and user adoption.

This is where the rubber meets the road, and we are at the most critical phase where all the hard work pays off. If correctly managed, you will be in a better position to address these challenges.

We will address some of the key challenges faced during this phase:

• Insufficient testing by a few random available team members testing Salesforce applications rather than involving advocates and champions from diverse groups who can do complete end-to-end scenario testing
• End users do not know how to use the Salesforce system - providing a one-time training for such large group and not identifying this as a learning process for them
• Unplanned or under-planned support model resulting in frustrated end users, which in turn affects system usage and adoption
• Not keeping users engaged after project completion by way of user forums, feedback sessions, and so on

The following chapters will be covered under this part:

• Chapter 11, User Acceptance Testing
• Chapter 12, Communication and Knowledge Management
• Chapter 13, End User Training
• Chapter 14, Post-Go-Live Support / User Forums