User Engagement

Get Started with User Engagement

• User engagement is the process of onboarding, empowering, assisting, and educating users through in-app guidance.
• Four basic scenarios in user engagement:
  • Onboarding: Show users where to begin and what’s new or changed. Get them to the “aha moment” quickly.
  • Feature discovery and adoption: Show users where to begin and what’s new or changed. Get them to the “aha moment” quickly.
  • Troubleshooting help: Provide just-in-time prompts that help users learn by doing. Offer reliable resources and access to support.
  • Deeper learning: Give users the skills and information they need to get as much value as possible out of your product or application.
• Salesforce Components used to engage users:
  • Welcome Mat: Give users the skills and information they need to get as much value as possible out of your product or application.
  • Help Menu: The Help icon in the header opens a menu of contextual help topics, Trailhead modules, videos, and more items chosen by Salesforce.
  • Prompts: Use to reach users directly with small windows displaying news, training, and onboarding messages.
  • Popovers: Use to reach users directly with small windows displaying news, training, and onboarding messages.
  • Empty State: Replace a blank section with instructions on next steps.
  • Field-level Help: Detail the purpose and function of a standard or custom field.
  • Setup Assistant: Centralized list of tasks designed to help users onboard organizations, clouds, or features.
  • Walkthrough: Hands-on interactive tour, guiding users through a series of onboarding steps.

Promote Feature Adoption and Discovery

• A prompt is a single, small pop-up window that directs users’ attention to a feature, update, or call to action. The user notices the prompt, ingests the information or takes action, and moves on with their day
• A walkthrough is a series of connected prompts that provides a step-by-step guided experience across a single or multiple pages for in-context learning. Walkthroughs do ask more of the user’s time. However, the walkthrough’s unique hands-on learning encourages users to take the time to complete all steps. The whole is definitely more the sum of its parts.
• Floating prompts are a nonintrusive way to nudge users toward a feature or opportunity. Use when:
  • 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).
• Docked prompts are great when users need to refer to content while exploring a feature on their own. Unlike the floating prompt, the docked prompt stays in place while the user navigates through the app.
  • 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.
• Create new In-App Guidance by searching In-App Guidance within Setup.
  • Metrics are available on the In-App Guidance page as well.
• Why would you add prompts?
  • A new feature is enabled.
  • Users aren’t taking advantage of a valuable feature.
• What are the benefits of a docked prompt?
  • It stays put while the user navigates around.

Customize the Help Menu

• The Help Menu is one of the more versatile in-app guidance mechanisms. Use it to help users during onboarding by providing a spot for getting started resources. Or, use it to point users to in-depth reference topics for a deeper understanding of a feature. When you click the question mark in the header, a dropdown menu appears with contextual help chosen by Salesforce and, potentially, your own custom help.
• It’s simple and quick to add your own custom section to the Help Menu so it appears on all pages throughout the app. Your custom help section is global, meaning that the same section appears on every page of the app.
• Customize via:
  • Setup » “Help Menu” in Quick Find
• Why would you customize the Help Menu?
  • To add a section to the Help Menu for your company’s onboarding resources
• What information defines a resource in the Help Menu?
  • Resource label, Resource URL

Design a User Engagement Journey

• You want users to immediately, completely, and clearly understand the value of the new information, to them and their job.
• Users want:
  • They want actionable, relevant information.
  • They don’t want their workflow interrupted without good reason.
  • They don’t want to be sold to.
• User Engagement journey:
  • Onboarding: Say hello and make users feel welcome.
  • Feature adoption and discovery: Get users excited about the latest and greatest features.
  • Help and troubleshooting: Support users with minimally disruptive, relevant content.
  • Deeper learning: Help users learn more about complex concepts or tasks.
• M.A.P. It Out
  • Message (What)
    • Ex: Learn how to pin, switch, and customize list views with just a few clicks.
    • The message is what you’re telling your users.
  • Audience (Who)
    • Ex: All sales users
    • Is your target audience beginners, advanced users, or somewhere in between?
  • Purpose (Why)
    • Ex: Teach basic skills for list views
    • The purpose is your reasoning for taking the time to create content. When writing your purpose, specify the phase, such as onboarding, feature adoption, troubleshooting, or deeper learning.
• Consider these 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’s the aha moment?
  • The moment that a user first recognizes value in your product or solution
• What’s the difference between the message and the purpose?
  • The message is what you say to the user; the purpose is why you say it.