Podcast
Questions and Answers
What is user engagement in the context of in-app guidance?
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?
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?
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?
What does user engagement during the onboarding phase show users?
What is the purpose of the note about the free audio tour in the museum example?
What is the purpose of the note about the free audio tour in the museum example?
What is the term for the process of using a short message to drive users to a feature that's helpful?
What is the term for the process of using a short message to drive users to a feature that's helpful?
Why is the note about the audio tour particularly effective?
Why is the note about the audio tour particularly effective?
What do in-app guidance components, such as infobubbles and tooltips, help users do?
What do in-app guidance components, such as infobubbles and tooltips, help users do?
What is the purpose of the card attached to the audio tour equipment?
What is the purpose of the card attached to the audio tour equipment?
What is the main goal of deeper learning guidance?
What is the main goal of deeper learning guidance?
What is the benefit of using both push and pull methods in a user engagement strategy?
What is the benefit of using both push and pull methods in a user engagement strategy?
What type of user engagement component is an empty state message?
What type of user engagement component is an empty state message?
When should you use the push method in user engagement?
When should you use the push method in user engagement?
What is the primary function of the Guidance Center?
What is the primary function of the Guidance Center?
What is an example of a pull method component?
What is an example of a pull method component?
Why is it important to consider space and format when choosing a user engagement component?
Why is it important to consider space and format when choosing a user engagement component?
What is the outcome of using only push method components in user engagement?
What is the outcome of using only push method components in user engagement?
What is the benefit of having a variety of user engagement components in Salesforce?
What is the benefit of having a variety of user engagement components in Salesforce?
Which of the following components is used to provide tips and best practices for a lower-level component on the page?
Which of the following components is used to provide tips and best practices for a lower-level component on the page?
Which type of development is used for the Setup Assistant component?
Which type of development is used for the Setup Assistant component?
What is the purpose of the Field-level Help component?
What is the purpose of the Field-level Help component?
Which component is used to replace a blank section with instructions on next steps?
Which component is used to replace a blank section with instructions on next steps?
Which of the following components is used to provide getting started resources the first time users log in to Lightning Experience?
Which of the following components is used to provide getting started resources the first time users log in to Lightning Experience?
Which type of development is used for the Field-level Help component?
Which type of development is used for the Field-level Help component?
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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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