Prepared for Salesforce Customer Support
Onboard every agent the same way
Salesforce has built strong iorad adoption in Customer Education. The same approach can give Support faster ramp-up and more consistent service across every team.
Why this matters for Salesforce
Support is where consistency shows up for customers
With 3,200 support employees across regions, small differences in how agents learn tools become differences in how customers are served.
01
Scale
Onboarding cohorts run continuously across regions and outsourced partners.
02
Change
Tools and processes change faster than training content can be updated.
03
Consistency
Customers expect the same answer, whoever picks up.
Current state
Where Salesforce is today
A strong base in Customer Education, with room to extend.
412
Tutorials created by Customer Education
iorad Usage
86%
Of Q3 tutorial views from Customer Education
iorad Usage
3,200
Support employees not yet using iorad
Scout
Support onboarding challenge
What makes support onboarding hard to scale
Knowledge lives in people
Process steps sit with senior agents and in shared docs that drift out of date.
Too many tools at once
New agents learn the CRM, ticketing, and knowledge base in the same week.
Uneven ramp-up
Time to proficiency varies by team lead, region, and cohort.
How iorad fits
Capture once. Share everywhere. Learn in the flow.
Capture
Record a process once
Support Ops walks through a task in the real tools. iorad builds the step-by-step tutorial.
Share
Put it where agents work
Embed tutorials in the knowledge base, the LMS, and inside the ticketing tool.
Learn
Practice before it matters
Agents rehearse in Try-it mode and get help in context when they need it.
Relevant use cases
Where Support teams start
Three use cases that match what Scout found at Salesforce.
Onboarding
New agent onboarding
A consistent first two weeks for every cohort, in every region.
Change management
Process and policy updates
Roll out a change once and keep every tutorial current.
Performance support
Help inside the ticketing tool
Step-by-step guidance at the moment an agent needs it.
Expected impact
What we’d measure together
We’ll set baselines with Support Ops before making any claims.
Add baseline
Time to proficiency for new agents
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Add baseline
Process-related ticket escalations
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1 cohort
Suggested pilot scope
iorad playbook
Recommended next step
A 30-minute working session with Support Ops
We’ll pick one onboarding flow, capture it together, and see how it lands with your next cohort.
Prepared for Salesforce by iorad · October 2026
