Organization
Role
Year
Modality
Newfold Digital
(formerly Endurance International Group)
Instructional Designer
2020
Materials
Situation
The escalation teams approached me with a request: to improve how Tier 1 support agents document and write Salesforce case details. This is work that directly affects downstream teams and customer outcomes.
Task
The goal was to design an engaging training experience that went beyond simple knowledge transfer, and tackled motivation and critical thinking skills. The module needed to use realistic examples to demonstrate how poorly written case details can negatively impact performance indicators and team workflows, while also equipping agents with improved ticket-writing skills.
Action
I collaborated closely with multiple subject matter experts (SMEs), including managers from the escalated tickets team, to gather real examples of suboptimal case documentation. Using those authentic screenshots, I crafted a scenario-based eLearning experience in Articulate Storyline 360 that walked learners through common mistakes and their real consequences. Engaging questions and comprehensive feedback were used throughout to maintain learner attention and encourage critical thinking.
Result
The module successfully illustrated the connection between quality documentation and key support metrics, helping learners understand the impact of their work rather than just the steps. A scenario-based path with branching logic allowed learners to explore decisions, see their effects, and internalize best practices in just a few minutes.
Learned
This project reinforced how powerful real-world examples and scenario-based learning can be for behavior change. Rather than relying on passive slides, designing interactive decision points helped learners experience outcomes firsthand—strengthening retention and contextual understanding.
Project Write-Up: Salesforce Case Details & Notes
I still have a strong appreciation for this eLearning module, even though my design and development skills have grown significantly since I created it. This project shows what can be achieved through careful analysis, clear communication with multiple subject matter experts (SMEs), and thoughtful use of technology. To keep the learning realistic while protecting customer data, I used Photoshop to edit real Salesforce screenshots so learners could work with authentic examples. The module itself was built in Articulate Storyline 360.
This training is a good example of a learning objective focused on behavior change, not just sharing information. At the request of the head of the escalated tickets department, I worked closely with several managers to address a common challenge: improving how Tier 1 agents write support tickets. Their willingness to share time and real examples of “suboptimal” tickets was key to building a training solution that felt practical and relevant.
The eLearning opens with a familiar scenario—a ticket created with missing or incomplete information. Learners follow what happens next and see how these gaps affect both their own Key Performance Indicators (KPIs) and the work of escalated ticket teams. This approach helps learners understand the impact of their decisions and builds empathy for downstream teams. Throughout the module, learners respond to questions and receive clear, meaningful feedback. Rather than relying on click-to-reveal slides, the experience asks learners to make decisions in real time, encouraging critical thinking and sustained attention.
The experience ends with a short, scenario-based assessment. This is not a traditional graded test. Instead, learners move through branching scenarios based on the questions they ask and the information they gather. Learners who ask the right questions can complete this section in about five minutes. Those who miss key details are guided down an incorrect troubleshooting path—such as diagnosing a 500 error instead of the correct 502 error—reinforcing the importance of thorough investigation.
Examples
You’re welcome to download the scrubbed HTML file to view the eLearning. I’ve also been told the module may still be available through Articulate’s Review site. Please note that the learner name shown in the interface has changed, and I can’t guarantee the accuracy of that version