Best Practice: Drive up Salesforce user adoption — in-app help & feedback

Business benefits

Poor user adoption is a triple threat:

Post COVID-19, organizations will be changing quickly to respond to evolving business priorities. Keeping users on the same page is critical, especially when that page could be different tomorrow. No-one has the time or luxury for training courses. All training needs to be point-of-need and self service. It also needs to react quickly — in minutes — to feedback.

The aim is to streamline the user experience so that they:

And if the experience is poor, they should have an easy mechanism to give feedback. It must be responded to in real time to build positive reinforcement.

Tools to improve user adoption

There are native Salesforce tools to improve the user’s experience, which are extended by Elements.

Salesforce features

Elements in-app help and feedback features

Elements page clean up features

Clean up pages

APPROACH

You need to reduce the fields on a page layout for any role to an absolute minimum for 3 reasons:

ACTIONS

Evaluate every field on a page layout from a role type’s perspective and ask:

RESOURCES

Object level help

APPROACH

At an object level users need to know the overall process and how the related objects on the page interact. Salesforce Help Text is not available for objects or record types.

Add Elements in-app pop-up at an Object level — the purple help icon.

If you have multiple record types, separate the help for each Record type so certain help topics only appre for each record type

The are 3 types of help. Always add them in this order for every object / record type:

Below is the Opportunity object with purple Elements help icon for the object clicked to show the dropdown of help icons. This is available for standard, custom and managed package objects.

ACTIONS

RESOURCES

Field level help

APPROACH

Help is to improve data quality and streamline the process, so it needs to be written from the infrequent end user’s perspective. Therefore end user help may be different from Admin documentation, however it could be the same.

Object name field: add a note with naming convention for record. There is no Salesforce help text for the name field, so this will be an Elements note.

Read-only fields: Why are they read only? Are they controlled through quick actions or flows?

Picklists: What does each value mean? How does the end user choose?

Multi-select picklists: How does the end user choose? “facepalm”

Lookup / related fields: How do they easily select the right related record.

Fields with validation rules: Explain how the validation rule works, so the end user can easily enter the correct value.

Fields that kick off automation: Explain the implications of entering data.

Below is the Opportunity object with purple Elements help icon for the field “Order number” clicked to show the dropdown of help icons. This is available for standard, custom and managed package objects.

ACTIONS

RESOURCES

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