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Salesforce In-app Guidance to Drive User Engagement

    As a consultant or admin, things become a little challenging when we implement a new feature or product in the org and have to train users on how to use the new functionality.

    Earlier, people used to give training, webinars, or prepare release notes or cheat sheets to educate the users about new features, which is time-consuming and chewy to guide every user in person.

    A company with a high user adoption rate indicates that far more individuals are adopting the product than abandoning it. That usually means the company is acquiring new users very efficiently.

    Greater efficiency leads to tremendous growth. Popular measures of user growth, such as hours of usage or the number of records created or updated, are just indicators that a company is acquiring customers.

    When new implementation fails, businesses risk:

    • Losing money on the investment
    • Decreasing employee engagement
    • Lowering productivity
    • Becoming less competitive in the industry
    • Risking attrition of resistant customers 

    Despite these concerns, businesses frequently consider new technologies or implementations to improve customer experience.

    Technology brings incredible opportunities to counter problems:

    • Streamlines communication
    • Improves sales
    • Enhances productivity
    • Positively impacts the bottom line

    But these benefits don’t come without the adoption of the system. Getting your team to adopt new technology requires a plan.

    There are different tools out there in the market to help businesses to improve their technology adoption, such as WalkMe, Pendo, UserLane, and Salesforce In-App guidance.

    Most of these tools require the installation of additional extensions on your browser. Whereas Salesforce In-App guidance works natively without additional installation.

    Yeah! You hear it right. Salesforce In-App can go a step further and natively integrate with myTrailhead to help you onboard new reps without much hassle.

    Below are some use cases for In-App Guidance:

    1. It can be used to train and onboard users, communicate a new feature or functionality to end-users, etc
    2. For prompt support to your users, drive user engagement within your product, and lead to product adoption. 
    3. Add prompts & walkthroughs to your app, can save time, increase productivity and empower users.

    Use Case

    Kevin Carter System administrator at Appiuss recently implemented a lead conversion process. He wants to use In-App guidance to educate users.

    Enable In-App Guidance

    In Lightning Experience, add prompts and walkthroughs to your app to share information, train, or onboard users. Follow the steps mentioned in the video to enable and set up In-App Guidance basic configuration, like Delay Between In-App Guidance, etc.

    Create In-App Guidance Walkthrough

    1. Navigate to Setup | Quick Find box, enter In-App Guidance.
    2. Select In-App Guidance and click on Add ( In-App Guidance builder will open).
    3. Navigate to the app and page in the builder canvas where you want to add the walkthrough, and click Add.
    4. Choose Walkthrough from the right-side panel | Click Next. 
    5. Select Prompt Type: Floating Prompt and Prompt Location: Top Center from the right-side panel.
    6. Click Next.
    7. Enter Title, Body, and Dismiss Button Lable. Click on the Save button.
    8. Repeat steps 5 – 7 to add steps.
    9. Once done with adding steps to the Walkthrough, click on Save.
    10. Click Done.

    Follow the video for steps to follow in detail:

    You are done!!!

    I would love to hear about your experience with implementing Salesforce In-app Guidance to Drive User Engagement. How do you use it?

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