Leveraging Audiences for Personalized Learning Experiences

If you've ever felt the frustration of training users on complex tools like Salesforce, Microsoft Dynamics, or BSI, you're not alone. While these platforms are incredibly powerful, their complexity often demands ongoing support, frequent training, and tailored onboarding.

When it comes to onboarding and training, we know that a one-size-fits-all approach just doesn’t work anymore. Traditional training methods are no longer sufficient or effective. Both research and real-world practice consistently show that personalized approaches – designed to meet users' needs exactly where and when they arise – are what truly drive employee engagement, boost productivity, and support long-term knowledge retention.

That’s why it's essential to break training into bite-sized chunks that are easy to consume and remember. Just as important is the ability to segment users based on their needs and deliver personalized content at the right moment. This ensures that users stay engaged and learn exactly what they need to succeed.

Fortunately, we’ve got the perfect solution: GRAVITY’s Audiences. With Audiences, you can take full control of the learning experience – personalizing training based on who your users are and what they need, when they need it.

Audiences Use-Cases

Onboarding with Audiences

Imagine you've got a group of new users logging into Salesforce for the first time, while seasoned power users are exploring advanced features. Why provide them with the same training content?

With Audiences, you can segment users by experience level – such as "new joiners" and "advanced users" – and serve up content that makes sense for where they are in their journey. New Joiners see onboarding walkthroughs and essential tutorials. Meanwhile, experienced users aren't inundated with basic walkthroughs – instead, you can provide pros with guidance on how to create more sophisticated reports, automated flows and dashboards.

Role-Based Segmentation

Another use case you could consider is the fact that Salesforce has multiple distinct user profiles, such as Sales, Marketing, or Support teams. While there will be some overlap, these teams undoubtedly have different needs, which translates to unique content requirements. Fortunately, you no longer have to manage this manually. With GRAVITY, you can leverage the role information from the target application (Salesforce or Microsoft Dynamics) to automatically place users into role-specific Audiences. Segmenting users by their roles enables Authors to create highly relevant, role-specific content that’s delivered directly to the users who need it—without the need for hours-long training sessions.

If you want to learn more about automapping in Microsoft Dynamics and Salesforce, visit our Documentation.  

Target the Gaps, Not Just the Roles

Say you're seeing recurring tickets around the same Salesforce pain points. Instead of getting stuck in the support loop or retraining everyone, you can use GRAVITY to create a targeted Audience for your "problem users" and deliver targeted, in-app guidance to only the people who need it.

And here's the bonus: by solving problems at the source, you significantly reduce the number of support cases logged. This not only frees up your support team to focus on higher-value work – it also reduces the costs associated with handling repetitive tickets and escalations.

Staging Content with Audiences  

One of the powerful features of Audiences is the ability to control content visibility. This becomes especially useful when staging your GRAVITY content.

For example, you can create and refine content while making it visible only to the team involved in its development. Once the content is finalized and approved, you can simply switch the Audience to target the appropriate user group – publishing it only when it's truly ready.

If you want to learn more for to stage your content with Audiences, visit our Documentation.  

The Results Speak for Themselves

Higher engagement

When users are presented with content that matches their skill level, they're more likely to engage, absorb and apply what they've learned. Personalised, relevant material keeps them coming back and builds real confidence.

Less frustration

Reduce repetitive issues and support tickets by proactively addressing user challenges. Tailored, in-context guidance means users get up to speed faster and feel empowered to move forward on their own.

Faster ramp-up

New employees no longer have to wade through irrelevant resources. Targeted onboarding and step-by-step walkthroughs get them up to speed faster - accelerating productivity and value.

Better outcomes

Personalised learning journeys lead to more skilled, empowered users. The result? Higher Salesforce adoption, better platform performance, and ultimately, more successful teams.

You’ve Got the Tools – Now Make Them Work Smarter

Regardless of the tool, be it Salesforce, Microsoft Dynamics or even an in-house solution, it is not the end all be all and implementation is just the beginning of your journey. It's your users who are the key to unlocking the tool's full potential. GRAVITY Audiences are a powerful tool for Authors looking to deliver personalised learning experiences and optimise training programmes for their users. GRAVITY gives you the flexibility to meet your users exactly where they are - whether they're just logging in for the first time or leading the charge.

Want to learn more about setting up and managing Audiences? Check out our Documentation.