Declarative Design for Salesforce Onboarding, Support, and Learning PDF

Declarative Design Given a scenario, determine options for users to access onboarding, support, and learning. **After studying this topic, you should be able to:** 1. **Identify user engagement scenarios and their importance in Salesforce applications.** - Understand different ways use...

Declarative Design Given a scenario, determine options for users to access onboarding, support, and learning. **After studying this topic, you should be able to:** 1. **Identify user engagement scenarios and their importance in Salesforce applications.** - Understand different ways users interact with Salesforce and why these scenarios matter for both user retention and app effectiveness. 2. **Understand Push and Pull Methods for user engagement.** - Explore how push notifications (e.g., alerts, emails) and pull methods (e.g., dashboards, reports) can engage users in different contexts. 3. **Discover supplementary user engagement options.** - Learn about other tools or features in Salesforce that can help maintain user engagement, such as gamification, in-app messaging, or community platforms. 4. **Learn the best practices for onboarding new users, designing adequate training resources, and providing ongoing support.** - Identify effective strategies for introducing new users to Salesforce, creating helpful resources, and offering continuous support to maximize adoption and proficiency. 5. **Examine user engagement components and their specific use cases.** - Break down key engagement components (e.g., Chatter, Trailhead, Reports) and see how they are applied in various user contexts to optimize user experience. **Introduction** This guide explores the art of user engagement and how to design captivating, intuitive applications within the Salesforce ecosystem. It covers key engagement scenarios such as: - **Onboarding** - **Feature discovery** - **Troubleshooting** - **Ongoing learning** The guide emphasizes the importance of understanding each scenario to optimize the user experience. You'll also dive into critical components, like: - **Guidance centers** - **Prompts** These elements help create interactive, user-centric interfaces. Additionally, the guide highlights both **push** and **pull** engagement methods, offering a nuanced understanding of how proactive (push) and reactive (pull) approaches can effectively maintain user interest and support. **Four Scenarios of User Engagement** 1. **Onboarding**\ The onboarding scenario involves guiding new users through Salesforce\'s initial setup and fundamental features to ensure a smooth introduction to the platform. 2. **Troubleshooting Help**\ Troubleshooting Help aims to assist users facing challenges or errors in Salesforce, helping them resolve issues and continue their tasks without disruption. 3. **Feature Discovery and Adoption**\ This scenario focuses on introducing existing users to new tools and updates within Salesforce, while guiding them on how to effectively incorporate these enhancements into their workflow. 4. **Deeper Learning**\ Deeper Learning offers advanced guidance to users who wish to expand their expertise and leverage more sophisticated features within Salesforce. Here's the structured and formatted version of the content you\'ve provided: **User Engagement in Salesforce** User engagement guides, empowers, assists, and educates users directly within the Salesforce application interface, helping them navigate the platform with ease and efficiency. **In-App Guidance Tools** User engagement strategically utilizes various in-app guidance tools, such as: - **Tooltips** - **Informative prompts** - **Step-by-step tutorials** These tools help users navigate Salesforce, understand its features, and improve their experience with the platform. **Benefits of User Engagement** The primary goal of user engagement is to optimize: - **User Interaction** - **Productivity** - **Satisfaction** It ensures users can effectively leverage Salesforce's capabilities to achieve their organizational objectives. **Scenarios of User Engagement** User engagement in Salesforce can be categorized into four key scenarios: 1. **Onboarding**\ Guiding new users through setup and basic features for a smooth start. 2. **Feature Discovery and Adoption**\ Introducing new tools, teaching best practices, and promoting the adoption of new features. 3. **Troubleshooting Help**\ Assisting users who face issues and providing solutions to ensure seamless usage. 4. **Deeper Learning**\ Offering guidance to expand user skills and enable the use of advanced Salesforce features. **Onboarding** **Guiding New Users** Onboarding is designed to help users become familiar with the layout, basic functionalities, and key features of Salesforce, ensuring a smooth introduction to the platform. **Examples of Onboarding Guidance Scenarios** - **New Sales Representatives**: Guiding them through navigating Salesforce, inputting leads, and managing opportunities. - **Existing Users with New Features**: Familiarizing them with new tools or explaining changes introduced in new Salesforce releases. **Feature Discovery and Adoption** This scenario focuses on introducing existing users to new tools and updates and guides them on how to incorporate these enhancements effectively into their workflow. **Help Users Learn New Things** Feature Discovery and Adoption empower users to make informed decisions and apply new features in ways that benefit their workflow and goals. **Example of Feature Discovery Scenario** - **New Features & Updates**: Users benefit from guidance on utilizing new features and updates effectively to achieve optimal results. **Deeper Learning** **Advanced Understanding of Features** Deeper learning provides users with in-depth guidance to expand their knowledge and expertise. It helps them leverage more advanced Salesforce features and functionalities. **Example of Deeper Learning Scenario** - **Creating Complex Workflows**: Experienced Salesforce users may be guided on creating advanced workflows with decision criteria and multiple actions. Push and Pull Methods Here's a structured format for explaining **Push Methods** and **Pull Methods** in UX design: **Push Methods** Push methods refer to a proactive approach in user assistance where information, guidance, or content is presented to users without them actively seeking it. **Anticipating User Needs** UX designers take the initiative to provide help or information to users, anticipating their needs and offering assistance even before users explicitly ask for it. **Examples of Push Methods** - **Welcome Mats** - **Prompts** - **Popovers** - **Walkthroughs** - **Empty State Messages** - **Field-Level Messages** **Pull Methods** Pull methods refer to a user-driven approach to seeking assistance or information. **Users Seek Help** Pull methods support users who actively initiate the process of obtaining help or guidance when they need it. These methods are especially useful when users have specific questions or face challenges and seek solutions or advice. **Examples of Pull Methods** - **Guidance Centers** - **Search Functionality** - **Contextual Help** - **User Community** - **Knowledge Base** Components and Patterns Here's a structured summary of **Components** for Salesforce user engagement, focusing on their types, purposes, and suitable usage scenarios: **Components in Salesforce** Components provide guidance and support to users at various stages of platform usage. **1. Welcome Mat** - **Purpose:** Displays a personalized message or tutorial upon first login to Salesforce. - **Function:** Introduces the platform, guides users on where to start, and provides an overview of key features. **2. Guidance Center** - **Purpose:** A central hub for accessing self-help resources. - **Function:** Offers tutorials, documentation, FAQs, and video guides to help users learn more about Salesforce features. **3. Prompts** - **Purpose:** Interactive messages or notifications that guide users through specific tasks. - **Function:** Provides step-by-step instructions or encourages specific actions within Salesforce. **4. Popovers** - **Purpose:** Context-sensitive windows that appear when users interact with specific elements. - **Function:** Provides additional information, explanations, or tips about the element being clicked or hovered over. **5. Empty States** - **Purpose:** Interfaces users encounter when there is no data or content available in a section. - **Function:** Displays guidance or suggestions on what actions users should take to populate the empty area with relevant information. **6. Field-level Help** - **Purpose:** Contextual help for specific fields or data entry points. - **Function:** Provides examples or instructions to aid users in accurate data entry. **7. Setup Assistant** - **Purpose:** Guides users through the initial Salesforce configuration and setup. - **Function:** Assists in customizing Salesforce to meet organizational needs and ensures informed choices during setup. **8. Walkthroughs** - **Purpose:** Interactive step-by-step guides for specific features or tasks. - **Function:** Helps users perform tasks, complete workflows, or navigate through various Salesforce areas. **Component Usage Scenarios** **Component** **Programmatic** **Declarative** **Onboarding** **Adoption and Discovery** **Troubleshooting** **Deeper Learning** ---------------------- ------------------ ----------------- ---------------- ---------------------------- --------------------- --------------------- **Welcome Mat** ✔ ✔ ✔ **Popovers** ✔ ✔ ✔ ✔ ✔ ✔ **Empty State** ✔ ✔ ✔ ✔ **Guidance Center** ✔ ✔ ✔ ✔ ✔ **Prompts** ✔ ✔ ✔ ✔ ✔ **Field-level Help** ✔ ✔ **Walkthroughs** ✔ ✔ ✔ ✔ ✔ **Additional User Engagement Resources** - **Utility Bar Notes:**\ Allows users to create quick notes within a persistent area at the bottom of the screen for easy reference. - **Rich Text Component:**\ Enables the creation and display of formatted text with styling options such as bold, italics, lists, and hyperlinks. - **Guidance for Success on Path:**\ Provides guidance to users as they progress through a sales process. - **Custom Notification from a Flow:**\ Triggers personalized notifications using Salesforce Flow. - **Einstein Analytics In-Dashboard Videos:**\ Displays embedded video content within Einstein Analytics dashboards to help users understand data visualizations better. Here's a structured breakdown of **In-App Guidance** in Salesforce, focusing on the different types of prompts, their usage, and settings: **In-App Guidance Overview** In-App guidance helps guide users through onboarding, feature introductions, or task completion with interactive tours and prompts. It includes various types of guidance such as floating prompts, docked prompts, and walkthroughs. **Types of Prompts in In-App Guidance** **1. Floating Prompts** - **Purpose:** Provides a brief message with a call-to-action to draw users\' attention to specific features or actions. - **Function:** The floating prompt can include an image or a button leading to a designated URL. It appears as a subtle nudge on the screen to guide users without being too intrusive. - **Use Case:** - **On-the-spot assistance**: Directs attention to important features. - **Strategic Placement:** Can be placed in one of nine predefined positions on a page, including top-left, bottom-center, etc. **Position Options:** - Top Left, Top Center, Top Right - Middle Left, Middle Center, Middle Right - Bottom Left, Bottom Center, Bottom Right Floating prompts can be customized with images and buttons to further guide users. **2. Docked Prompts** - **Purpose:** Provides persistent, anchored messages that remain visible while users navigate through pages. - **Function:** Positioned at the bottom of the screen to offer continuous guidance or reminders. - **Use Case:** - **Deeper understanding of features**: Displays important information, and users can insert longer messages or embedded videos. - **Persistent Assistance**: Ensures users are reminded of crucial information as they navigate. **3. Targeted Prompts** - **Purpose:** Uses arrows to highlight specific elements on the page while greying out the surrounding content to direct users\' attention. - **Function:** Makes it easier for users to focus on specific page elements without distractions. - **Use Case:** - **Directing users to an element on a page**: Ideal for guiding users to a specific feature or area on the screen. - **Facilitating smoother navigation**: Ensures users engage with the intended part of the platform by directing their attention. **Walkthrough In-App Guidance** Walkthroughs are step-by-step guides that break down a task or process into sequential actions. - **Purpose:** Helps users understand new or complex features by walking them through each step. - **Function:** Offers clear instructions, visual cues, and interactive elements at each stage. - **Use Case:** - **Introducing features**: Guides users through easy-to-learn features, new releases, or newly added functionality. - **Onboarding**: Helps onboard new users or familiarize them with underused features. - **Productivity tips**: Assists users in maximizing the platform's capabilities. **Walkthrough Example:** - A 3-step walkthrough guiding users through the process of creating an account record. **In-App Guidance Builder** The **In-App Guidance Builder** allows designers to create interactive prompts and walkthroughs. - **Canvas**: Provides a visual workspace where designers can add single prompts or create walkthrough sequences. - **Prompt Types in Builder**: - Floating - Docked - Targeted - **Customization**: Prompts and walkthroughs can be customized in terms of positioning, images, buttons, and themes. - **Theme Customization**: The theme, including color settings, can be adjusted within the builder. **In-App Guidance Permissions** Permissions for creating, accessing, or managing In-App guidance are controlled by Salesforce admins. - **Accessing Prompts**: No special permissions are needed to view prompts in Lightning Experience. - **Restrictions**: - Available only in **Lightning Experience**. - **Not accessible for users** with Chatter External or Chatter Free licenses. - Access to object- or app-specific guidance requires access to that object or app. **Sharing In-App Guidance Links** You can share direct links to in-app guidance (prompts and walkthroughs) by using URLs. - **Shareable Link:** - Copy the URL from the **In-App Guidance Builder** or from the **row-level action menu** of the walkthrough. - The link directly opens the active in-app guidance for users. - If the API name of the guidance changes, the URL will also change. - **Use Case:** - Can be shared via email, help menus, or help documents. **In-App Guidance Limitations** - Only available in **Lightning Experience**. - **Not accessible** for users with Chatter External or Chatter Free licenses. - Accessing guidance tied to specific objects or apps requires appropriate permissions. Guidance Center and Learning Paths Here's a structured overview of the **Guidance Center** in Salesforce: **Guidance Center Overview** The **Guidance Center** is a panel in **Lightning Experience** that serves as a centralized location for delivering learning content to users. It is designed to provide targeted, contextual guidance based on the user's current activity within the platform. **Key Features and Benefits** **1. Delivering Relevant Resources** - **Purpose**: Provides users with a convenient location to access resources tailored to their needs. - **Contextual Guidance**: The content displayed in the Guidance Center is personalized based on the app, page, or object the user is currently working with. This ensures that users receive content that is relevant to their current task or workflow. **2. Learning Paths** - **Purpose**: Helps organizations curate and assign learning resources to users, guiding them through the acquisition of specific knowledge and skills. - **Function**: - Learning Paths can include **custom links**, **videos**, and **Trailhead modules**. - These learning resources are presented in the **Guidance Center** to offer users a clear, guided pathway. - Learning items can be assigned to **individuals**, **public groups**, or **all users**. **Content Ideas for the Guidance Center** The **Guidance Center** can feature a variety of content to support users in their learning and daily tasks. **Content Types:** - **Training Wiki**: Provides detailed documentation for users to explore Salesforce features. - **FAQ Sections**: Frequently asked questions to address common user concerns. - **Price Sheets or Product Lists**: Useful for users working in sales or customer support roles. - **Company Glossary**: Explains common terms or internal jargon. - **Support Guides**: Detailed guides for troubleshooting or specific platform features. - **Links to Trailhead Modules or Trailmixes**: Direct users to relevant **Trailhead** learning modules and curated collections (Trailmixes). **Salesblazer Content Section** The **Salesblazer** segment is a dedicated area within the **Guidance Center** that provides content authored by sales leaders, sellers, and sales operations experts. - **Purpose**: Offers insights, tips, and resources from Salesforce professionals to help users improve their sales processes and strategies. - **Accessibility**: - The content opens in a **new browser tab** when clicked. - Salesblazer content is currently **available only in English**. **Enabling the Salesblazer Section** Admins need to ensure the **'Salesforce Suggestions for End Users'** option is switched on within the **Setup** of the Guidance Center page to enable this feature for users. **Summary of Guidance Center Functionality** - **Tailored Learning**: Content is personalized based on user context (app, page, or object). - **Learning Paths**: Curated learning resources, such as Trailhead modules, are available to guide users\' knowledge growth. - **Comprehensive Content**: The Guidance Center can feature a wide range of content types, including training wikis, product lists, and more. - **Salesblazer Section**: Offers specialized sales content authored by experts (English-only). Best Practices of User Engagement Here's a structured summary of the **Aha! Moment** concept and best practices for selecting learning items in user-centered design: **Aha! Moment in User Experience** An **Aha! moment** refers to a breakthrough realization when users understand how a product or service addresses their needs, leading to increased engagement and adoption. **Key Elements of an Aha! Moment:** - **Understanding Needs**: The moment when users clearly see how the product or feature solves their specific problems. - **Increased Engagement**: This realization prompts users to engage more deeply with the platform. - **Higher Adoption**: As users recognize the value of the product, they are more likely to continue using it regularly. **Characteristics of Effective Content** For users to experience an Aha! moment, the content they engage with must meet certain criteria. **1. Actionable, Relevant Information** - **Purpose**: Users are most receptive to content that provides immediate value and directly addresses their challenges. - **Focus**: Information should be practical and applicable to their tasks, helping them solve real-world problems. **2. Non-Intrusive Content** - **Purpose**: Content should not disrupt users' ongoing tasks or workflow. - **Goal**: Engage users in a way that complements their current activities without overwhelming or distracting them. **3. Users Do Not Want to Be Sold To** - **Purpose**: Users dislike content that feels like a sales pitch. - **Focus**: Provide **educational** or **informative** content that enriches users\' knowledge, not promotional material. Content should focus on explaining complex concepts, offering valuable insights, or solving problems. **Best Practices for Selecting Learning Items for Users** **1. Empathetic Help and Troubleshooting** - **Purpose**: Address users' potential frustrations when facing challenges. - **Key Principle**: Recognize that users might feel lost or stuck, and offer **actionable solutions** that help them overcome hurdles quickly. **2. Choosing User-Friendly Content** - **Purpose**: Keep learning items short and easy to consume. - **Best Practice**: Choose content that can be completed in **30 minutes or less** to respect users\' time and allow them to return to their tasks efficiently. **3. Utilizing Due Dates for Guidance** - **Purpose**: Offer clear expectations for when learning items should be completed. - **Best Practice**: Incorporate **due dates** into learning materials to help users prioritize tasks and stay on track. **4. Strategic Content Assignments** - **Purpose**: Avoid overwhelming users with too much information. - **Best Practice**: Assign **one or two contextual learning items** per page, focusing on key topics relevant to users\' current activities. **Summary of Key Points:** - **Aha! Moment**: Users engage more deeply and adopt the product when they recognize its value in solving their problems. - **Effective Content**: It should be actionable, relevant, non-intrusive, and not feel like a sales pitch. - **Learning Content Best Practices**: Focus on empathy, brevity (content under 30 minutes), due dates, and strategic assignments to ensure an optimal learning experience for users.