building help and training to make every user an expert
DESCRIPTION
You?ve built an amazing app or you've customized salesforce.com apps to do exactly what your business needs. Now, how do you ensure end-user success? You need to head off the basic ?how-to? questions, and give your users process training. Join us to see real-life examples and learn how you can build your own help and training, embedded in your app, using everything from in-context bubble help to overriding the default ?Help & Training? link.TRANSCRIPT
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Building Help and Training to Make Every User an Expert
Andrea Leszek, salesforce.com, VP, Technology Communications, @aleszek, @salesforcedocs
Alice Becker, TrainTheCrowd, Founder, @trainthecrowd
Andrew Fawcett, Financialforce, CTO, @andyinthecloud
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Safe HarborSafe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
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Agenda▪ Benefits of adding custom help▪ Declarative custom help options▪ Programmatic custom help options▪ AppExchange apps▪ Open source options▪ Q&A
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Alice BeckerFounder, TrainTheCrowd @trainthecrowd
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What would you like to be an expert at?
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The journey to becoming an expert…
Beginner Expert!Intermediate
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What value do experts bring?Experts will…
• Help streamline processes• Generate new ideas• Set example to follow• Support other users
This will…
• Increase productivity• Increase efficiency• Improve data quality• Reduce support cost
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What will take your users from zero to hero?
User ManualBuddy System
Instructor Led TrainingAsk an ExpertHow to Videos
Custom Help
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“Clicks, Not Code”Declarative Custom Help Options
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Field-Level HelpAdd help bubbles to fields to give tips and info to your users.
▪ Works for both standard fields and custom fields!
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Override “Help for this Page” Links For when you really need to provide your own documentation.
▪ Affects only “Help for this Page” links, not “Help & Training” link
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“Getting Started” Web TabWeb Tab in Application HTML Page on Website
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Give users a short orientation when they first go to a tab. Splash Page for Custom Object Tab
Create Content
HTML, Image, Zip, PDF, etc.
Upload as Static Resource
Setup → Develop → Static Resources
Create VF PageTo show the static resource using the URLFOR action.Setup → Develop → Pages
Create Home Page Custom Link
To display the VF page.Setup → Customize → Home → Custom Links
Set Splash Page Custom Link
For the desired tab.Setup → Create → Tabs
<apex:page sidebar="false" showHeader="false" standardStylesheets="false"
action="{!URLFOR($Resource.orderssplashhtm)}"></apex:page>
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“Let’s Code!”Programmatic Custom Help Options
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Andrew FawcettCTO, Financialforce@andyinthecloud
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Object-Level HelpOverride Help for
▪ List View page▪ Detail page
Object Help▪ Object Home Help Topic
• Describe object purpose, buttons, cross References
• Describe fields
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Configuring Object-Level HelpVisualforce Page“helporder”
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Using Visualforce Pages to Link to External HelpEach Object has its own Visualforce Page for its help
▪ Unique help topic, redirects to a single “help” Visualforce page• /helporder, /helpinvoice, /helplineitem
The “help” page finally redirects the browser to the help topic▪ Handles building the URL to the help location, including topic Id
• /help?topicId=XXXX
▪ Apex Controller ‘doRedirect’ calculates full help URL to external location• Including user locale for translation
<apex:page action="{!URLFOR('/apex/help?topicid=1006')}"/>
<apex:page controller="HelpController" action="{!doRedirect}"/>
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Visualforce Page-Level HelpPage Level
▪ Link via Section Header▪ Help Link can be
contextual▪ Describe workflow of
the page, cross references
<apex:sectionHeader title="Create Invoice from Order" subtitle="Create an Invoice" help="{!URLFOR('/apex/help?topicid=1006')}"/>
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Example External Help URLhttp://en-us.help.mydomain.com/myapp/2x/Default_CSH.htm#1321
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Demo of Object- and Page-Level Help▪ Help Hosted on Google Drive▪ Order Object-Level Help
• List View • Detail View
▪ Create Invoice from Order Button• Page Help
▪ Sample Code• See Chatter Feed in Dreamforce Org for link
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Third-Party ToolsAppExchange and More
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Using AppExchange ToolsIf you don’t want to build your own solution, other options include:
BlackboardLearn - LMS
Dynamic Inline Help – User
Adoption Tool
CrowdGuide -Training &
Adoption Tool
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Dynamic Inline HelpFeatures include:
▪ Provide inline help on Opportunity, Case, Lead, Campaign, Account or Contact page layout
▪ View business process diagrams (e.g. sales process) when record status changes
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Blackboard Learn (LMS)Features include:
▪ Course management and completion tracking▪ Testing and assessment tools▪ Dashboard reports to measure impact of training
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CrowdGuideFeatures include:
▪ 20+ standard user guides▪ Easy to update content▪ Context sensitive▪ User guides stored in one location▪ Supports rich-text, images, YouTube, URL links▪ Say goodbye to printed training materials!
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Open Source – Guiders-JS from OptimizelyAn open source JavaScript library to add your own guided tours to Visualforce pages.Available at https://github.com/jeff-optimizely/Guiders-JS
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Mobile-ready doc portal.▪ Built on Heroku
• Apache CouchDB• Written in Ruby
1. Get it on github at https://github.com/forcedotcom/doc-portal
2. Create your HTML doc files.3. Write TOC file.4. Update metadata file.5. Deploy.
Open Source - Salesforce.com Doc Portal on Heroku
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Custom Help Option Pros Cons
Field-level help bubbles Easy to do. Keeps user in app. Annoying if overdone.
Override Help & Training Best for heavy customizations. Potentially confusing for users.
Getting Started tab Packaged with app. Content externally maintained. Extra tab visible unless manually removed.
Custom object splash page Great for tab intro. Various methods to deploy content. Requires multiple setup steps.
Custom object help with VF General help for object. Requires VF development skills.
Visualforce page help link Contextual per page. Requires VF development skills.
Static resources Easy to deliver content on the platform. Content embedded in app. Harder to update once packaged.
AppExchange apps No development necessary. Relies on external vendor.
Heroku doc portal Mobile-ready. Easy delivery. Requires some setup.
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Alice Becker
Founder, TrainTheCrowd @trainthecrowd
Andrew Fawcett
CTO, Financialforce@andyinthecloud
Andrea Leszek
VP, Technology Communications, salesforce.com
@aleszek@salesforcedocs
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We want to hear from YOU!
Please take a moment to complete our session survey
Surveys can be found in the “My Agenda” portion of the Dreamforce app
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