Louise Lockie's Letters from London

Who knew?  I have to confess that I was late to this party and did not know this was an option until this month (May 2020). So if I have been tragically unaware of this feature, then maybe you were too. Consider this post an attempt to rectify that. Why Customise Your Help Menu? Why should we care? Why is this worth reading about I hear you ask, and I will answer. In my experience the number of users each Salesforce Admin or Helpdesk Exec has to support does not leave them with the capacity to quickly respond to every user's questions. There is often a backlog, and cloning machines do not yet exist. We also know that users getting stuck and feeling frustrated can kill adoption, which is the enemy of a successful Salesforce implementation. Now I know that every good Salesforce Admin has spent a lot of time and care creating detailed user guides for their colleagues, but how many of these users remember where the guide is saved at their time of need? Not many..... which is why it is

I recently presented at the inaugural Virtual Dreamin' , and my session was entitled Give Your Users a Helping Hand with In-App Guidance . My session talks about the Prompts In-App Guidance functionality and not the Walkthrough feature as this is a paid add-on and requires a MyTrailhead subscription. I prefer to highlight the items to which we all have access, rather than the chargeable extras. In this presentation I talk through seven different use cases as well as demonstrate exactly how easy they are for every admin to create, deploy, and monitor. In-App Guidance is a gift to your user and to yourself. Provide step by step prompts, leave recommendations and tips, as well as documentation, all for your users right from within the Salesforce UI. Give them the answers before they realise they need them, and cut down on those support tickets. In this session we’ll go through some of the best use cases for In-App Guidance, leaving you empowered and inspired to build them out in your