As the workplace changes, organizations are looking for more intelligent and learner-centric training tools to develop team skills while improving performance and productivity. In this context, traditional digital learning platforms (LMS), which have demonstrated their value, are now showing their limits. Adoption, engagement, learning culture, are some of the challenges faced by Sales managers and L&D teams. What if contextual learning within Salesforce CRM was the answer to these challenges?

What is contextual learning?

According to contextual learning theory, learning occurs when the learner acquires new knowledge in a way that makes sense to him or her in a given situation in the real world. As an example, in boxing, there is a so-called sparring partner, the practice partner of the challenger who is preparing for a game. The sparring partner’s main role is to help the challenger identify his own weak points and fix them in conditions very close to those of a real fight. The fighter, by training with the sparring partner, has the opportunity to learn and develop new skills at the same time in a realistic situation.

The ability to learn and practice in a real-life situation to solve problems is contextual learning.

From a recent LinkedIn research, 49% of employees prefer to learn at the point of need.

Contextual learning is a growing trend in today’s learning experience strategy for organizations. As the market and the competitive landscape is constantly changing with the modern workplace, employees are being placed in a situation where they need to acquire new skills quickly. The digital workspace transformation and multiplying productivity tools make the task even more difficult. It is a real challenge for organizations and teams. Consequently, organizations are seeking in-context training solutions that adapt to learners’ work pace, behaviors, and goals.

How to enable contextual learning within Salesforce CRM?

Salesforce CRM is a powerful productivity and task automation tool used by sales, customer service, and marketing teams. The cross-functionality it provides gives training managers considerable flexibility to create training plans tailored to their teams’ real needs. In other words, a learning experience that supports them in the hurdles they face daily. Here are a few concrete examples:

Sales training

By enriching the sales process with relevant content in Salesforce, you can deliver training in context to your sales reps. It becomes easy to enable on-the-job expert feedback to share insights into how learners can improve. For example, when it happens that a sales rep updates an opportunity from the needs analysis stage to the value proposition, video content from its manager or a more experienced peer is triggered instantly to advise on that specific deal and account. The content could explain how to perform a blazing Elevator-Pitch. Then, a face-to-face meeting with the client will enable him to put what he’s learned into practice. Best of all, you no longer have to worry about measuring training effectiveness. The training and sales activity are both stored within the CRM. A real gold mine when it comes to measuring sales performance and get valuable insights.

With Daniwoo Lx, Sales, Marketing & Service teams have the learning content they need at their finger tips. Measuring training effectiveness becomes easy, all within Salesforce.

Customer service training

The primary connection with customers when it comes to solving problems is the customer service staff. A staff member may have only a basic understanding of the product and not enough depth to provide efficient solutions. Responding to the problem with I don’t know or I’ll find out is not exactly what the customer expects. So how can he overcome this difficulty without engaging in a time-consuming search for content in the LMS and wasting valuable time? Making it easy to access content by integrating it into the case feed on the Salesforce Customer Service portal is a good place to start. Indeed, it’s not just a matter of providing him with all the available resources, that would only solve the accessibility issue. Most of all, these resources must be suited to the problem. By leveraging Lightning Flow or Einstein Recommendations (Next Best Action), a learning solution like Daniwoo Lx can automatically recommend the right content based on relevant criteria such as the type of product, the category, the issue, or the content consulted by the agents who have solved the same type of problem. Embedding learning in learners’ day-to-day routines can drive just-in-time and performance support to the next level.

Daniwoo Lx automatically recommends the right content to the agent on the case feed in Salesforce Service Cloud.

When employees start applying what they learn to their day-to-day problems, they find meaning in what they do. And when they see that there is meaning, they are more engaged and involved in their training. Contextual learning offers scalable support by adapting training to workspace and learner behavior.

What benefits for my organization

Contextual learning enables teams with more flexibility for learning and applying knowledge. Instead of hardly retaining a ton of knowledge during a training session with no business context, they get more opportunities to apply their skills to their everyday challenges. It makes learning engaging, increase knowledge retention, and more:

Increase performance

Traditionally, most training courses ( classroom as LMS training) involve learning something and then applying it afterward. If there is no opportunity to put the theory into practice, learners end up forgetting what they have learned, get de-motivated, and disengaging from their training can affect performance. In-context training has the benefit to encourage self-assessment and continuous improvement.*

Daniwoo Lx leverages Salesforce automation tool (Flows & Process builder) to enable context-aware learning.

The performance also relies on employee attention and productivity. However, interruptions in the work environment are quite common. They may be due to various factors, including browsing business applications or interacting with peers. It results in many interruptions that require more than 20 minutes to get back to where an employee left off. Over a year, that’s a lot! Consequently, the content must reach the learner when he needs it to reduce interruptions and distractions. In other words, the right learning content must be available at the right time and in the right place.

Improve ROI

Getting a positive ROI can be hard work for L&D teams, when the employees find out that the LMS, supposed to help them solve their day-to-day problems, actually makes their life more arduous. The low adoption of LMS platforms is a well-known problem for organizations. By choosing a built-in training experience in Salesforce CRM, you easily:

• • Streamline training costs by making your CRM the preferred training platform for the organization’s value chain. No more need to deploy a big LMS that your sales teams won’t use.
  • Simplify usage and maximize adoption by enabling learning in a platform where your teams spend most of their time and are already familiar with it. 

Daniwoo LX enables contextual learning within Salesforce.

Contextual learning is one of the guiding concepts on which Daniwoo Lx is built-in. With features including content authoring (Video, SCORM, TEDx…), guided learning paths, learning experience customization through Lightning components, and a data-driven content recommendation, training your teams, customers, and partners all within Salesforce CRM couldn’t be easier.