How to Successfully Implement myTrailhead for Communities

Lisa Dubernard

Most online communities have some sort of learning use case for their members. Typically, this learning content consists of links to videos or webinars. Sometimes the learning content might integrate with a more traditional learning management system. Recently, Salesforce rolled out myTrailhead for Partners and Customers. This new offering allows you to utilize the myTrailhead learning experience within your Community space. The use cases myTrailhead supports are broad and address any type of community, including those geared at Partner, Employee or Customer engagement. 

If your organization is considering myTrailhead to facilitate the learning experience part of your Community, having the right overall strategy is critical. Your strategy might be different for an internal employee community compared to one for a partner community but you’ll need one no matter what.

Here are my top 7 tips for getting started with a successful rollout that will ensure the long-term success of myTrailhead for your employees, partners or customers.

Tip 1:  Define the Mission and Goals

Make sure that there is a governance team in place that clearly understands and agrees on the mission of the tool’s usage, the goals and what it IS and IS NOT expected to do. 

For example, not everything will be a learning trail or module.

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Tip 2: Document the Desired Outcomes

What are you expecting as the return on your investment for the company and for your community members? Brainstorm the existing issues and how this learning solution might solve those pain points. Put numbers to document the ROI you might expect to have. Will this learning allow you to minimize travel costs? If so, how much? Can you track this?

Tip 3: Create a Content Governance Plan

Document and communicate a content governance plan. This is all about building consensus and agreement around content organization and management practice. You will need to align on a plan for:

  • The approval of new content creation (eliminate gaps, overlaps or poor scaffolding)
  • A clear content review process – who will review, edit and approve content. There may be multiple levels of this!
  • How often you want to release new content 
  • How to manage backups of your content through a VCS (Version Control System) 

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Tip 4: Assemble the Team 

Know who needs to be on the team. Clearly define the roles and responsibilities on an ongoing basis. Examples of roles you’ll need to define include:

  • Subject matter experts: those who have the content knowledge 
  • Writers: who might write the content, 
  • Designers: who might serve as graphic designers (for embedded graphics or badge design) and who might need to make any video content 
  • Reviewer: an editor might review content to ensure it is correct, concise and appropriate for the style you need for your audience.
  • Trail Maker: the person or people who will upload the content and format as necessary.
  • Release Manager: the person who would serve as the key gatekeeper for any releases to your learners and back up content to the VCS.
Tip 5:  Plan, Organize and Plan some more

Be aware that there should be a clearly defined plan and process for the success of this learning platform. Make sure you have defined your content planning template and appoint someone who will serve as the project manager. Ensure that the learning experience is integrated soundly in your overall community structure and not just a bolt-on.

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Tip 6: Understand your learners

Make a list of the profiles for your learners. For example, if your learners are members of a partner community, they might have very different sets of learning content needs. Make sure you understand the goals that they have for their training.  

  1. A marketing manager might need to understand how to access MDF funds.  
  2. A sales rep might need to have specific skills on how to position your latest product.  
  3. A sales manager might need to understand how to access his team’s dashboards or understand the deal registration process.
Tip 7: Document Your Short- and Long-Term Technical Needs

This will include the simple and basic steps to set up, like downloading of Trail Tracker and the set up of permissions for different users. But you should explore and consider other technical possibilities including any automation you might want to build, special reports or notifications. Because myTrailhead is integrated into the Salesforce platform, there are so many possibilities for how you can integrate recommendations of content to learners or assignments with due dates. Explore those possibilities and plan that out.

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Whether you have decided on myTrailhead or are just exploring integrating learning more intentionally into your community experience, let 7Summits’ team of experts guide your digital transformation.

Lisa Dubernard is a Principal Consultant at 7Summits.  She has a background in learning management systems, educational technology, sales process alignment and change management. She is 5X Salesforce Certified and a 2X Salesforce Ranger.

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