Sales Enablement (myTrailhead) FAQ

Is My Issue Related to myTrailhead or Trailhead?

myTrailhead and Trailhead are two different tools. They are related, but supported by different groups within Salesforce. Be sure your request for support goes to the right team.

myTrailhead is a paid add-on product for your Salesforce organization. If you are a myTrailhead customer, visit Salesforce Help to create a case for myTrailhead.

If your concern relates to your Trailhead Account or your experience with Trailhead, log a Support Case for Trailhead.

What Will a Salesforce Admin Leverage to Set Up and Provide Access to myTrailhead?

Setup, licensing, permissions, reporting, and process automation is all accomplished within your existing Salesforce organization after downloading Trail Tracker from the AppExchange. Trail Tracker allows you to assign learning, customize prebuilt reports and dashboards, and automate business processes to provide the right learning at the right time to your sales reps and service agents.

Does myTrailhead Integrate with My Learning Management System (LMS) or Import Existing Training?

From a content perspective, you can reference content in your existing LMS using trailmix custom steps, or you can convert content from your existing LMS into Trailhead's format.

1. Create a Trailmix in myTrailhead first.
2. Add a private module to the mix.
3. Add public content from your external source.
4. Change sharing permissions to public.
5. Log in to Salesforce and open the Trail Tracker app.
6. Assign the Trailmix to users.

Can I Leverage Existing Trailhead Public Content to Create My Own?

Yes. As a myTrailhead customer, you'll have access to the library of public Trailhead content as a starting point for your own custom trails. Salesforce adds new Salesforce and general business skills content every six weeks. Content you publish on myTrailhead is private to your organization and not available to the public.

What Is the Process to Create and Publish Content?

Take a look at Creating and Publishing myTrailhead Content to get an idea of how the entire publication process works. You can follow it at your company step by step, or adjust the order and flow of events to suit your needs. You might find the descriptions in myTrailhead Roles useful too, to get an overview of the different sorts of people who have a hand in creating and publishing content.

Here's a quick rundown of the tools you use for creating and publishing content:

1. The word processor of your choice, for drafting and collaborating on content plans and modules.
2. Trailmaker Settings, for customizing myTrailhead with your branding.
3. Trailmaker Content, for formatting and styling the final draft of your content into a module. You can paste in the text, quickly import videos, graphics, and other images, and construct multiple-choice quizzes all in Trailmaker Content. You also use Trailmaker Content to keep your modules up to date.
4. Trailmaker Release, for creating, managing, and publishing content releases. You can proofread your modules in preview mode before you publish them — it's easy to get the link to preview mode from Trailmaker Release.

What Content Formats Are Supported?

Rich text, screenshots, graphics, animated GIFs, and videos are all supported content formats. Videos are embedded in the content with supported links including YouTube and Vidyard. See Add Video to Your myTrailhead Content for more details.

For badge art, only .png images are supported. See Create Badge and Trail Art for more details.

If you have content in a format other than what is supported, you can link to that external content within a trailmix.

Do My Users Need a Trailhead Account?

Yes. If your learners have used Trailhead before, they already have one. If they have never used Trailhead, it is easy to create an account by visiting Trailhead and clicking "Sign Up". See also myTrailhead users are required to have a Trailhead account.

Can I Customize myTrailhead with My Company Branding?

Yes. Using your custom subdomain login to myTrailhead, you can access Trailmaker Settings and customize the following:

• Logo on the top left
• Banner image on the logged-in home page
• A dominant brand color used in places like the Trail detail page

Can We Migrate or Move a myTrailhead Subdomain from One Org to Another?

It's not currently possible for Salesforce Support to move a subdomain from one org to another. Each subdomain name must be unique across all instances of myTrailhead. Salesforce recommends using the name of your company or organization for your subdomain.

What Technology Is myTrailhead Built On?

myTrailhead is built natively on the Salesforce platform, Heroku.

Does myTrailhead Work with Classic or Only Lightning?

Although Salesforce encourages all customers to make the switch to Lightning for the best possible experience and to take advantage of additional capabilities, myTrailhead will work with Salesforce Classic. You may need to tweak some of the prebuilt dashboards to be optimized for Classic.

Will myTrailhead Internal Badges Count Toward Trailhead Ranks?

Since internal badges are private, they won't display on the employee's public profile nor count toward their public-facing rank to anyone outside of your company.

Trail Tracker Sync Has Stopped Working — What Should I Do?

When you first installed Trail Tracker from the AppExchange, it came with a reports folder called Trailhead, and inside that folder a report called Debug Logs. This report shows the last time Trail Tracker synced with the cloud. Trail Tracker syncs once per day. Basic troubleshooting steps:

• Set up Trail Tracker sync again by completing the fields on the Trailhead Setup tab:
  • Is the sync user active?
  • Did the password for the sync user change?

Additional Questions ### How Can I Start Preparing for myTrailhead?

Once you're ready to start thinking about getting your custom branded content ready for myTrailhead, you can take the Get Ready for myTrailhead trailmix to learn about how myTrailhead works and how to prepare your content.

How Do I Create a Trailhead Case?

You can create a Trailhead case here: Trailhead Support.

How Do I Merge Trailhead Accounts?

This article explains how to merge accounts: Trailhead Self Service Account Merge.

Where Can I Find More Information on myTrailhead?

View the product documentation: myTrailhead Product Documentation.

Can Salesforce Help Me Write myTrailhead Content?

Yes. You can take advantage of optional services from Trailhead's User Adoption Services team. They provide the following content service offerings:

• Content Advisory: Strategic guidance for the development of a learning and enablement plan.
• Content Full Service: Where content advisory and creating content meet.

Contact your Trailhead Account Executive to learn more about content service offerings for myTrailhead.

Can I Use myTrailhead in Sandbox?

No. myTrailhead can only be accessed with your Production username and password.