Increase Employee Productivity Fast with In-App Guidance

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Editor’s note: This has been updated on May 19 with the latest information and resources for the Summer ’21 release.

As an #AwesomeAdmin, you’ve got a lot going on from becoming a Salesforce expert to setting your teams up for success. Wouldn’t it be great if you and your stakeholders had an easy way to share important trainings and announcements with your teams? How would you make sure that they engage with these updates? With In-App Guidance, you can help your employees be more productive in their roles by placing important training and updates right where they work in Salesforce.

What is In-App Guidance?

In-App Guidance allows you to create and deploy prompts and walkthroughs to your teams with clicks, not code. Think of these as bite-sized pieces of content that are easily digestible by your employees and drive immediate results.

Prompts and walkthroughs, which are multi-step prompts, are small, non-blocking popup windows that can be used throughout your Salesforce org to:

  • Boost productivity by teaching employees of any experience level how to use Salesforce tools.
  • Solve training gaps by placing the right resources in front of employees like trainings, FAQs, tip sheets, and more.
  • Make employees aware of company announcements and updates without mass email communications.

Targeted prompts, which you can use in beta after the Summer ’21 release, drive users to specific elements on a page by pointing directly to high-level components.

Screenshot showcasing how In-App Guidance appears right where users need it to in Salesforce.

Where do I start?

What makes In-App Guidance seamless to use is the ability to build guidance with clicks. You can start by accessing the builder from the Setup page or install pre-built guidance from the AppExchange.

To help you train your teams right away, we’ve created In-App Guidance packages that teach employees how to use the top sales and service features. Both packages include tips from our Lightning Champions to help teams work smarter. Once you’ve installed these ready-to-use prompts, you can customize them by changing the schedule and permissions. Or, even clone them to make the content more personalized to your organization.

In the Summer ’21 release, you can activate three free walkthroughs and up to 500 prompts at a given time. If you need to activate more than three walkthroughs, you’ll need to purchase a myTrailhead license.

When you are ready to deploy your prompts and walkthroughs, we recommend testing and monitoring their performance. You can:

  • Preview your prompt to check formatting and ensure the link is correct.
  • Test your prompt by logging in as a specific user.
  • Track engagement by measuring views and clicks right from the setup page.

What’s great is that all prompts and walkthroughs can be tracked through your own custom reports and dashboards or our pre-built solutions from the AppExchange. You can simply install the dashboards for prompts and walkthroughs. With these insights, you can continue to improve your guidance over time.

Screenshot showcasing how prompts and walkthroughs can be tracked through your own custom report or dashboard or our pre-build solutions from the AppExchange.

Where do I go from here?

It takes a team to successfully train and continue to provide learning resources to your entire organization. In the Summer ’21 release, it is even easier for you to share the responsibility with stakeholders. By assigning a single permission, Manage Prompts, anyone can build and launch prompts themselves. This can save you time and ensures that your teams get the information that they need right away.

But wait… there’s more!

As you get more comfortable with using In-App Guidance, you can start to have a more holistic view of how you onboard, train, and communicate to your teams.

Taking the User Engagement Trailhead module is a great place to begin. You’ll learn more about basic user engagement concepts, how to customize the Help Menu and add prompts, and how to build a journey for your users.

With the Help Menu, you can create a permanent place for your teams to reference help and training resources easily.

 

Although Salesforce displays hand-picked resources that will help users work in the app, you can take the Help Menu to the next level by adding your own custom section that appears globally. You can even add links to In-App Guidance prompts and walkthroughs to enable employees to access them at any time. Other useful resources that you can add are:

  • Onboarding or training wiki
  • FAQs
  • Trailhead and myTrailhead modules
  • Additional company specific resources

Then you can use a prompt to show users that when they have a question they can click on the “?” in the header to find important resources. Something to keep in mind is that you should use resources that are more “evergreen” (or less frequently updated) to prevent your teams from accessing broken links or outdated content.

Now, you know how to get started with In-App Guidance to boost employee productivity right away!

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