User Engagement

Field-level Help

-Declarative -Detail the purpose and function of a standard or custom field.

Help Menu

-Declarative -The Help icon in the header opens a menu of contextual help topics, Trailhead modules, videos, and more items chosen by Salesforce.

Prompts

-Declarative -Use to reach users directly with small windows displaying news, training, and onboarding messages.

Good Candidates for Prompts (2)

-Features that are easy to learn and start using right away -Features that are available to users without setup or personalization

Features to Avoid in Prompts(3)

-Features that are highly complex -Features that have a steep learning curve -Features that can be heavily personalized by users

Prompts are perfect for the feature discovery and adoption scenarios, such as:

-New feature is enabled or available -User isn't taking advantage of a valuable feature

Setup Assistant

-Programmatic -Centralized list of tasks designed to help users onboard organizations, clouds, or features.

Walkthrough

-Programmatic -Hands-on interactive tour, guiding users through a series of onboarding steps.

Welcome Mat

-Programmatic -Provide getting started resources the first time that users log in to Lightning Experience.

Empty State

-Programmatic -Replace a blank section with instructions on next steps.

Popovers

-Programmatic -Use to reach users directly with small windows displaying news, training, and onboarding messages.

Choose a docked prompt when (3)...

-You want to include short, step-by-step instructions that the user can consult while they work. -You want to embed a video into the docked prompt. -Your message is longer than one sentence.

Choose a floating prompt when (3)...

-Your goal is to drive readers to a resource, such as a training PDF or website. -Your goal is to have readers acknowledge information without specifically completing an action. -Your message is short (approximately one sentence).

FACE principles for effective content

Friendly, upbeat, and engaging Accurate, to build trust with the reader Concise Educational, teaching how to be more efficient and productive

What does M.A.P stand for?

Message (what) Audience (who) Purpose (why)

What information defines a resource in the Help Menu?

Resource label and resource URL

Why would you customize the Help Menu?

To add a section to the help menu for your company's onboarding resources

Where can you put a floating prompt?

Top left Top center Top right Bottom left Bottom center Bottom right

Push method

Use the push method when users may not notice or seek out help, but would benefit from assistance. Present content to the user even though they don't seek it out

What components can you use for onboarding?

Welcome mat, prompts, popovers, Help menu, walkthrough

Floating Prompt

nonintrusive way to nudge users toward a feature or opportunity

User Engagement is the process of...

onboarding, empowering, assisting, and educating users through in-app guidance

Troubleshooting Help

providing help for common tasks and problems so users can get on with their work without too much disruption

Feature Discovery and Adoption

short message that drives users to a feature that is helpful

Onboarding

shows users where to begin and highlights what's new or has changed

Docked Prompt

stays in place while the user navigates through the app

Deeper Leanring Guidance

takes the user on a learning journey to a better understanding of the concepts they need to be more productive and innovative

Pull method

user is motivated to seek help. This is where the Help Menu shines