24 Questions
What is user engagement in the context of in-app guidance?
The process of onboarding, educating, and assisting users through in-app guidance
What is the purpose of in-app guidance components, such as infobubbles and tooltips, in Salesforce?
To help users work more effectively
What are the four key scenarios for user engagement?
Onboarding, empowering, assisting, and educating
What does user engagement during the onboarding phase show users?
Where to begin and what's new or changed
What is the purpose of the note about the free audio tour in the museum example?
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?
Feature discovery
Why is the note about the audio tour particularly effective?
Because it relates to what the user is doing right now
What do in-app guidance components, such as infobubbles and tooltips, help users do?
Work more effectively
What is the purpose of the card attached to the audio tour equipment?
To serve as a troubleshooting guide for common tasks and problems
What is the main goal of deeper learning guidance?
To help users understand complex concepts and be more productive at work
What is the benefit of using both push and pull methods in a user engagement strategy?
It supports users with diverse learning styles and needs
What type of user engagement component is an empty state message?
Push method
When should you use the push method in user engagement?
When users may not notice or seek out help, but would benefit from assistance
What is the primary function of the Guidance Center?
To offer assistance when users need it
What is an example of a pull method component?
Infobubble
Why is it important to consider space and format when choosing a user engagement component?
To avoid including too much information in the component
What is the outcome of using only push method components in user engagement?
Users might miss key features because they didn’t know to look for them
What is the benefit of having a variety of user engagement components in Salesforce?
It provides more options for delivering messages to users
Which of the following components is used to provide tips and best practices for a lower-level component on the page?
Popovers
Which type of development is used for the Setup Assistant component?
Programmatic
What is the purpose of the Field-level Help component?
To detail the purpose and function of a standard or custom field
Which component is used to replace a blank section with instructions on next steps?
Empty State
Which of the following components is used to provide getting started resources the first time users log in to Lightning Experience?
Welcome Mat
Which type of development is used for the Field-level Help component?
Declarative
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)
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.
Make Your Own Quizzes and Flashcards
Convert your notes into interactive study material.
Get started for free
