Social Practice Art That Is in Plain Sight but You Dont Always See It
Learning Objectives
Afterwards completing this unit, yous'll be able to:
- Describe user date as a primal part of a user'southward experience.
- List the key user engagement scenarios.
- Explain the Salesforce components that you can use to engage users.
The Fine art of User Date Scenarios
User appointment is the procedure of onboarding, empowering, assisting, and educating users through in-app guidance. You've probably encountered in-app guidance in Salesforce without even knowing it. Providing in-app guidance components, such equally infobubbles and tooltips, is one way that Salesforce helps users piece of work more finer. And now, yous can bring your unique knowledge of your org and your users to customize those components. But before you get going, yous should empathise why and when to add together in-app guidance.
There are four key scenarios for user appointment. To explain them, nosotros're going to utilize an case that takes us outside the office and into an art museum. Picture yourself at that place. After getting your ticket and checking your backpack, the first things yous want to know are what exhibits are on display and where to start. You option up the gallery guide and map. Yous discover all the current exhibits, review how the general collection is laid out, and even place the pieces of art you want to come across near. Well, when users are in onboarding mode, they're asking similar questions. User engagement during this phase shows users where to begin and highlights what's new or inverse.
Y'all've been walking effectually the museum for a while. Y'all're seeing great fine art forth the way, only now you discover that some of the placards have a note: Take the free audio tour to larn more about the collection! You didn't know that in that location was a free bout bachelor, but are at present intrigued (especially nigh the free part). In the user engagement earth, this is known as feature discovery and adoption. A short message drives users to a characteristic that's helpful. The note most the sound tour is especially constructive because it relates to what you lot, the user, are doing right now: learning about the art right in front of y'all.
Later tiffin, y'all sign up for the sound tour. But as you're working your way around the museum, yous get stuck behind a large group of students on a tour. You lot can't quite encounter the details of the art described in the sound tour, and yous want to replay a segment of the bout. Luckily for you, the sound tour equipment has a helpful card attached that tells yous how to exercise just that. The bill of fare serves the aforementioned purpose as troubleshooting help in a Salesforce app. It's a proficient idea to provide assist for common tasks and problems so users can become on with their work without too much disruption.
Later on listening to the audio bout, you want to learn fifty-fifty more about i of the photography exhibits. So you make up one's mind to bring together the adjacent guided tour for the exhibit. The guide is pretty knowledgeable nigh the artist'south life, her influences, and how her art fits into the larger photography motility. This is the idea behind deeper learning guidance. This is guidance that takes the user on a learning journey to a better understanding of the concepts they need to be more productive and innovative at piece of work.
To summarize, there are 4 basic scenarios in user engagement.
| Scenario | Description | Examples |
|---|---|---|
| Onboarding | Show users where to begin and what's new or changed. Get them to the "aha moment" quickly. |
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| Characteristic discovery and adoption | Help beginners become experts. Assist experienced users learn new things. Raise awareness of new features and releases. |
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| Troubleshooting aid | Provide just-in-time prompts that assistance users learn by doing. Offer reliable resources and access to support. |
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| Deeper learning | Give users the skills and information they need to get as much value as possible out of your product or application. | User wants a deeper understanding of a new feature |
These scenarios are important to recall. Each component works better in some scenarios than others. So, let's see the lineup of user appointment components available in Salesforce.
Components and Patterns
Now that we've gone over the why of user engagement, let'southward go over the what. Salesforce offers a whole host of options for delivering your message, whatever the user engagement scenario.
One of the great things about Salesforce is that there are features to use with clicks (declarative development) and code (programmatic evolution).
| Component | Description | Programmatic or Declarative? |
|---|---|---|
| Welcome Mat | Provide getting started resource the offset time that users log in to Lightning Experience. | Programmatic |
| Aid Menu | The Help icon in the header opens a menu of contextual assistance topics, Trailhead modules, videos, and more items chosen by Salesforce. | Declarative |
| Prompts | Use a floating, targeted, or docked prompt to allow users know about new features, news, important announcements, or helpful guidance for the page they're working on. | Declarative |
| Popovers | Use a feature popover to bespeak to a lower-level component on the folio to provide tips and best practices. | Programmatic |
| Empty Land | Supplant a blank section with instructions on next steps. | Programmatic |
| Field-level Help | Detail the purpose and part of a standard or custom field. | Declarative |
| Setup Assistant | Centralized list of tasks designed to assistance users onboard organizations, clouds, or features. | Programmatic |
| Walkthrough | Hands-on interactive tour, guiding users through a series of onboarding steps. | Declarative |
Allow'south bring together what you've learned: the scenarios and the components. The table beneath indicates which components are best suited to each scenario.
Inside a scenario, how exercise you decide which component to use for a particular message? In that location are space and format considerations for each component. For example, you don't want to include a long fix of instructions in field-level assistance. But there'south some other cistron to consider when choosing the best user engagement mechanism: the pull method or the button method. Let'southward push button ahead and get to it.
Push Method vs Pull Method
Employ the button method when users may non notice or seek out assist, but would benefit from assistance. Present content to the user fifty-fifty though they don't seek information technology out. For example, show a welcome mat upon first login or brandish a prompt when a user lands on the Business relationship homepage. Prompts, popovers, and walkthroughs are examples of the push method.
Some push components "hide" in plain sight. Empty land messages (also known as zero state or first use states) and field-level help messages are considered push mechanisms because they're presented in the user interface fifty-fifty though the user didn't specifically seek assistance.
Use the pull method when the user is motivated to seek help. This is where the Aid Menu shines because it's always sitting, waiting to jump open up and assistance users when they need it. Another common example is the infobubble, which opens a tooltip when you hover over an icon.
(1) Wireframe of a welcome mat and (ii) infobubble
Develop a user appointment strategy that encompasses both push and pull methods to back up users. If you apply merely a Help Menu, users might miss central features because they didn't know to look for them. However, if you depend merely on prompts, users might not get the aid they need when they need it.
Even More User Engagement Options
There are some additional features, options, and components that you might not even accept considered as user date.
- Utility Bar Notes—Requite your users quick access to mutual productivity tools in a fixed footer. Utilities open in docked panels.
- Rich Text Component—Add together text and simple HTML markup to your Lightning pages.
- Guidance for Success on Path—At each stride on the path, assist users succeed with step-specific guidance, such as tips, links, and data about company policies.
- Custom Notification from a Process—Send customized notifications when important events occur. For example, alert an business relationship owner when a new support instance is logged.
- Einstein Analytics In-Dashboard Videos—Drive adoption and engagement with educational videos. Provide customized pedagogy that helps users get the most out of each dashboard and its charts.
At this point, you must be pretty excited virtually the world of user engagement at Salesforce. Next, you larn to quickly and easily prepare one of the most powerful tools: in-app guidance prompts.
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Source: https://trailhead.salesforce.com/en/content/learn/modules/user-engagement/get-started-with-user-engagement
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