User Engagement - Get Started with User Engagement
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Questions and Answers

What is user engagement in the context of in-app guidance?

  • The process of empowering users through in-app guidance only
  • The process of onboarding, educating, and assisting users through in-app guidance (correct)
  • The process of onboarding, empowering, assisting, and educating users through tooltips
  • The process of onboarding users through infobubbles only

    • What is the purpose of in-app guidance components, such as infobubbles and tooltips, in Salesforce?

  • To empower users to work more effectively
  • To provide general information about the application
  • To help users work more effectively (correct)
  • To educate users about the features of the application

    • What are the four key scenarios for user engagement?

  • Onboarding, feature discovery, empowering, and educating
  • Onboarding, feature adoption, user support, and education
  • Onboarding, empowering, assisting, and educating (correct)
  • User support, education, onboarding, and feature adoption

    • What does user engagement during the onboarding phase show users?

    <p>Where to begin and what's new or changed</p> Signup and view all the answers

    What is the purpose of the note about the free audio tour in the museum example?

    <p>To drive users to a feature that's helpful</p> Signup and view all the answers

    What is the term for the process of using a short message to drive users to a feature that's helpful?

    <p>Feature discovery</p> Signup and view all the answers

    Why is the note about the audio tour particularly effective?

    <p>Because it relates to what the user is doing right now</p> Signup and view all the answers

    What do in-app guidance components, such as infobubbles and tooltips, help users do?

    <p>Work more effectively</p> Signup and view all the answers

    What is the purpose of the card attached to the audio tour equipment?

    <p>To serve as a troubleshooting guide for common tasks and problems</p> Signup and view all the answers

    What is the main goal of deeper learning guidance?

    <p>To help users understand complex concepts and be more productive at work</p> Signup and view all the answers

    What is the benefit of using both push and pull methods in a user engagement strategy?

    <p>It supports users with diverse learning styles and needs</p> Signup and view all the answers

    What type of user engagement component is an empty state message?

    <p>Push method</p> Signup and view all the answers

    When should you use the push method in user engagement?

    <p>When users may not notice or seek out help, but would benefit from assistance</p> Signup and view all the answers

    What is the primary function of the Guidance Center?

    <p>To offer assistance when users need it</p> Signup and view all the answers

    What is an example of a pull method component?

    <p>Infobubble</p> Signup and view all the answers

    Why is it important to consider space and format when choosing a user engagement component?

    <p>To avoid including too much information in the component</p> Signup and view all the answers

    What is the outcome of using only push method components in user engagement?

    <p>Users might miss key features because they didn’t know to look for them</p> Signup and view all the answers

    What is the benefit of having a variety of user engagement components in Salesforce?

    <p>It provides more options for delivering messages to users</p> Signup and view all the answers

    Which of the following components is used to provide tips and best practices for a lower-level component on the page?

    <p>Popovers</p> Signup and view all the answers

    Which type of development is used for the Setup Assistant component?

    <p>Programmatic</p> Signup and view all the answers

    What is the purpose of the Field-level Help component?

    <p>To detail the purpose and function of a standard or custom field</p> Signup and view all the answers

    Which component is used to replace a blank section with instructions on next steps?

    <p>Empty State</p> Signup and view all the answers

    Which of the following components is used to provide getting started resources the first time users log in to Lightning Experience?

    <p>Welcome Mat</p> Signup and view all the answers

    Which type of development is used for the Field-level Help component?

    <p>Declarative</p> Signup and view all the answers

    Study Notes

    User Engagement Scenarios

    • User engagement involves onboarding, empowering, assisting, and educating users through in-app guidance.
    • Four key scenarios for user engagement:
    • Onboarding: Show users where to begin and highlight what's new or changed.
    • Feature discovery and adoption: Drive users to a feature that's helpful, with a short message that relates to their current activity.
    • Troubleshooting help: Provide help for common tasks and problems so users can get on with their work without disruption.
    • Deeper learning guidance: Take users on a learning journey to a better understanding of the concepts they need to be more productive and innovative at work.

    User Engagement Components

    • Salesforce offers various components for delivering messages, including:
    • Infobubbles and tooltips
    • Prompts, popovers, and walkthroughs
    • Empty state messages (zero states or first use states)
    • Field-level help messages
    • Guidance Center

    Choosing the Right Component

    • Consider the scenario, space, and format when choosing a component.
    • Decide between the push method and the pull method:
    • Push method: Present content to the user even though they don't seek it out (e.g., welcome mat, prompts).
    • Pull method: Provide help when the user is motivated to seek it (e.g., Guidance Center, infobubble).

    Developing a User Engagement Strategy

    • Combine both push and pull methods to support users.
    • Use a mix of components to ensure users get the help they need, when they need it.

    Development Approaches in Salesforce

    • Salesforce offers two development approaches: declarative development (using clicks) and programmatic development (using code)

    Features for Guided Learning

    • Welcome Mat: provides getting started resources for users on their first login to Lightning Experience (declarative)
    • Guidance Center: offers contextual help topics, Trailhead modules, and custom-added items through the Trailhead icon in the header (programmatic)

    Features for In-App Guidance

    • Prompts: uses floating, targeted, or docked prompts to inform users about new features, news, or important announcements (declarative)
    • Popovers: points to lower-level components on the page, providing tips and best practices (programmatic)

    Features for Onboarding and Setup

    • Empty State: replaces blank sections with instructions on next steps (programmatic)
    • Field-level Help: explains the purpose and function of standard or custom fields (declarative)
    • Setup Assistant: provides a centralized list of tasks to help users onboard organizations, clouds, or features (programmatic)
    • Walkthrough: offers a hands-on interactive tour, guiding users through a series of onboarding steps (declarative)

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    Description

    Learn about user engagement scenarios in Salesforce, including in-app guidance components like infobubbles and tooltips. Understand how to onboard, empower, assist, and educate users effectively.

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