Drive Adoption and Boost Productivity with In-App Guidance

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With In-App Guidance generally available in the Winter ‘20 release, there’s no better time to start taking advantage of the easiest way to add informative prompts to your org. As an #AwesomeAdmin, you’ve got a lot going on. Wouldn’t it be great to reach users while they work? Have an easy place for everyone to find the answers on their own? Share popular training resources and newly released Salesforce features that are top of mind? In-app guidance is your answer.

What is In-App Guidance?

In-App Guidance allows you to author, control, and deploy learning prompts to your users with clicks, not code. Prompts are small, non-blocking popup windows that can be used throughout the user engagement journey to:

  • Boost productivity with reminders about key features
  • Announce new release features or enhancements right inside of the app
  • Onboard new users with helpful tips and tricks
  • Link to ongoing training, FAQs, tip sheets, your internal wiki, and more for deeper learning 
  • Link to a Salesforce Survey

Watch how easily and quickly you can author prompts yourself: Watch Now.

Where do I start?

If you’re unsure on which features to write about first, consider installing the In-App Guidance: Boost Sales User Productivity in Lightning Experience package at no charge. Based on chats with Lightning Champions, we’re highlighting five features that help users work smarter in Lightning Experience as they begin working in the new interface.

  • Help Menu
  • Recent Items
  • List Views
  • Chatter Profile
  • Favorites

 

Save time by installing these ready-to-use prompts, rather than creating them yourself. After installation, they’re active for users, although you can deactivate prompts if they don’t apply to your organization. You can always change the schedule or permissions. Or, even clone them to make more changes to the content and recommended resources.

When it comes to testing and monitoring prompts:

  • Preview your prompt for a quick look to check formatting and the link
  • Test your prompt by logging in as a specific user
  • Track metrics for views and clicks right from the setup page

Let’s hear from LeeAnne Rimel:

Where do I go from here?

As you get more comfortable with creating prompts, you might want to take a holistic view of how you onboard, train, and communicate to your users. By planning a user engagement journey, you follow along as the user learns more and more about working in Lightning Experience.

Taking the User Engagement Trailhead module is a great place to start. 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.

But wait…there’s more!

You’ve got a handle on In-App Guidance, but do you also want a permanent place to keep your quick reference help and training library that’s easy for users to reference? Look no further than the Help Menu.

 

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. Add links to any useful quick reference for your team:

  • Onboarding or training wiki
  • FAQ about using Salesforce or working with customers
  • Price sheet or product list
  • Company dictionary or glossary
  • Support guide
  • Trailhead mix
  • myTrailhead

Then tell users when they have questions to go to the “?” in the header. Don’t forget to use more “evergreen” (or less frequently updated) resources in the Help Menu, and keep a log of what’s there so you can keep it updated if that resource changes to avoid broken links in the app. 

There you have it – simple ways to get started with in-app guidance for user learning and training while they work, right where they are – in Salesforce!

Resources

Salesforce Help: Define Prompts in Lightning Experience

Salesforce Help: Define Custom Help for the Lightning Experience Help Menu

Salesforce Help: Custom Help Content

Trailhead Module: User Engagement

Lightning Design System: User Engagement Guidelines

AppExchange Listing: In-App Guidance: Boost Productivity in Lightning Experience

 

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