5. Declarative DesignGiven a scenario, determine options for users to access onboarding, support, and learning.

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Questions and Answers

What is the primary goal of user engagement in Salesforce?

To increase the number of features available

To minimize the use of tools

To enhance system security

To optimize user interaction, productivity, and satisfaction (correct)

Which tool is NOT included as an in-app guidance tool in Salesforce?

Tooltips

Extended reality tutorials (correct)

Informative prompts

Step-by-step tutorials

What aspect does the Deeper Learning scenario focus on?

Basic setup procedures

Advanced features and expert guidance (correct)

Elementary functionality usage

Troubleshooting common errors

What is the main purpose of the Onboarding scenario?

To guide new users through basic functionalities and layout (D) Signup and view all the answers

Which of the following is NOT a scenario of user engagement in Salesforce?

Technical Documentation Management (A) Signup and view all the answers

Which of the following best describes Troubleshooting Help?

It assists users in resolving issues they encounter. (D) Signup and view all the answers

How does Feature Discovery and Adoption support users?

By introducing new tools and teaching best practices (B) Signup and view all the answers

What is the primary purpose of the Guidance Center?

To offer users a convenient location to access resources tailored to their needs. (A) Signup and view all the answers

Which of the following content types is NOT featured in the Guidance Center?

Project Management Tools (C) Signup and view all the answers

How can Learning Paths be customized for users?

By curating learning resources such as custom links and videos. (C) Signup and view all the answers

Which statement is true regarding the Salesblazer content section?

It provides insights from sales leadership and can improve sales strategies. (A) Signup and view all the answers

What must admins do to enable the Salesblazer section in the Guidance Center?

Ensure the 'Salesforce Suggestions for End Users' option is turned on. (C) Signup and view all the answers

What does Feature Discovery and Adoption aim to achieve for existing users?

Guide users on utilizing new features effectively (A) Signup and view all the answers

Which of the following best describes Push Methods in UX design?

Information presented proactively before users seek it (B) Signup and view all the answers

Which example is NOT considered a Push Method?

Help Center search (D) Signup and view all the answers

What is the main focus of deeper learning in the context of Salesforce features?

To expand users' knowledge of advanced functionalities (D) Signup and view all the answers

How do Pull Methods function in user assistance?

They require users to actively seek help when needed (C) Signup and view all the answers

Which of the following is a key advantage of using Push Methods?

Providing timely assistance that anticipates user needs (D) Signup and view all the answers

What is an example of a situation where advanced users might require deeper learning?

Creating complex workflows with decision criteria (A) Signup and view all the answers

Which of the following statements about Feature Discovery is true?

It equips users to apply new features beneficially in workflows (A) Signup and view all the answers

What type of method would a Welcome Mat represent in user assistance?

Proactive Push Method (A) Signup and view all the answers

Which component can be used for both onboarding and troubleshooting?

Guidance Center (C) Signup and view all the answers

Which component is exclusively programmatic in nature?

Empty State (C) Signup and view all the answers

What is a function of the Popovers component?

It helps in onboarding and adoption. (D) Signup and view all the answers

Which component can deliver deeper learning opportunities?

Walkthroughs (B) Signup and view all the answers

Which option is not a primary use case of the Guidance Center?

Rich Text Formatting (C) Signup and view all the answers

What is the role of Utility Bar Notes in user engagement?

Creating quick notes (A) Signup and view all the answers

Which component provides personalized user notifications?

Custom Notification from a Flow (C) Signup and view all the answers

Which type of prompt is specifically designed for task completion?

Docked prompts (A) Signup and view all the answers

Which option is NOT a type of In-App Guidance?

Walking Prompts (D) Signup and view all the answers

Which component is best suited for improving user understanding of data visualizations?

Einstein Analytics In-Dashboard Videos (D) Signup and view all the answers

What is the primary function of the In-App Guidance Builder?

To create interactive prompts and walkthroughs (A) Signup and view all the answers

Which feature allows designers to visually organize prompts within the In-App Guidance Builder?

Canvas (C) Signup and view all the answers

What is a limitation of in-app guidance in Salesforce?

It is only accessible in Lightning Experience (C) Signup and view all the answers

What must a user have in order to access object- or app-specific guidance?

Access to the specific object or app (B) Signup and view all the answers

How can you share direct links to in-app guidance?

By copying the URL from the In-App Guidance Builder (D) Signup and view all the answers

What customization options are available for prompts created in the In-App Guidance Builder?

Positioning, images, buttons, and themes (D) Signup and view all the answers

Which type of users cannot access in-app guidance due to restrictions?

Users with Chatter External licenses (D) Signup and view all the answers

What can the theme of the prompts and walkthroughs in the In-App Guidance Builder be adjusted for?

To enhance visual appeal and branding (C) Signup and view all the answers

What type of prompt is NOT a part of the options available in the In-App Guidance Builder?

Embedded (D) Signup and view all the answers

What is the main purpose of the Guidance Center in Salesforce?

To provide targeted, contextual guidance based on user activities (D) Signup and view all the answers

Study Notes

Declarative Design for Salesforce Onboarding, Support, and Learning

Users should be able to access onboarding, support, and learning options in Salesforce.
Key user engagement scenarios are important to understand, both to improve user retention and app effectiveness.
These scenarios include different ways users interact with Salesforce.
Push methods (alerts, emails) and pull methods (dashboards, reports) are used to engage users in various contexts.
Supplementary user engagement options include gamification, in-app messaging, and community platforms.
Strategies for onboarding new users ensure a smooth introduction to the platform, along with creating effective training resources that maximize adoption and proficiency.
Examine engagement components like Chatter, Trailhead, and Reports; optimize user experience in various contexts.

Four Scenarios of User Engagement

Onboarding guides new users through initial setup and fundamental features.
Troubleshooting Help assists users with resolving issues preventing platform disruption.
Feature Discovery and Adoption guides existing users to new tools and updates effectively.
Deeper Learning provides advanced guidance to users who wish to expand their Salesforce expertise and leverage sophisticated features.

User Engagement in Salesforce

Guiding new users to become familiar with Salesforce's layout, functionalities, and features provides a streamlined onboarding experience.
Scenarios can include guiding new Sales Representatives through navigating Salesforce, inputting leads, and managing opportunities.
Familiarizing existing users with new tools or changes in Salesforce releases is also covered.

Components and Patterns in Salesforce

Welcome Mats display a message or tutorial upon login, introducing the platform and core features.
Guidance Centers provide a central hub for accessing self-help resources.
Prompts are messages or notifications that guide users through specific steps.
Popovers appear when users interact with elements, offering additional information or explanations.
Empty States display guidance or suggestions to users when no data or content is available.
Field-Level Help provides contextual help for specific fields or data entry points.
Setup Assistants guide users through initial configurations.
Walkthroughs are interactive guides designed for specific features or tasks.

In-App Guidance Overview

Customizable in-app prompts and walkthroughs can be customized in terms of positioning, images and themes.
Users should be able to adjust color settings in the builder.
Salesforce administrators control permissions for creating, accessing, or managing guidance.
In-app guidance is only available in Lightning Experience.
Access to specific objects or applications requires specific permissions.
Sharing is possible through URLs, and the URL might change if the guidance's API name changes.
These should be shareable within emails and help menus.

Guidance Center Overview

The Guidance Center is a centralized panel in Lightning Experience, offering targeted and contextual guidance.
Key features include delivering tailored resources and providing contextual guidance relevant to the tasks being performed.
Learning paths can include links, videos, and Trailhead modules.
Content in the Guidance Center can include training wikis detailed documentation and FAQ sections addressing common issues.

Aha! Moment in User Experience

Aha! moments refer to a breakthrough understanding how a product or service meets user needs.
Understanding user needs is key in improving user engagement and adoption.

Best Practices for Selecting Learning Items

Keep learning items short and easy to consume, ideally under 30 minutes..
Clearly defined due dates for learning items help users prioritize tasks and stay on track.
Avoid overwhelming users with too much information on each page while focusing on key topics.

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