After a while, the articles that answer "What is Salesforce?" may not be necessary - so replace them with other frequently asked questions. Your contextual help doesn't have to be static. ?"Īfter they know what they're supposed to do, the next question they'll have is, " how do I do that?" Your help articles can take them through the process, one task at a time. Then answer "How do I do it?"īelow the articles titled "What is this tab used for?" have articles that answer the next set of questions your users will have - "How do I. When somebody clicks on the new object, your contextual help article that explains what the object is used for, will automatically appear. Your Salesforce instance is always changing, so write articles for new custom objects. When your users go into the various tabs, have articles with titles like, "What is this tab used for?" or "What am I supposed to do in this tab?" Because those are the questions that your users will have when they first begin using Salesforce. For example, you could title an article "What is Salesforce and how does use it?" and make it available in the "Home" tab. This would be a good place to have a video that explains concepts and covers a high-level overview. So create help articles that go over the main workflows at a high level.
When your users are new to Salesforce, their questions are going to be along the lines of, "What do I do?" Articles that explain "how" to do a task aren't that helpful because users won't be able to put the "how" into context. It can reinforce your email announcements and live training, getting people to learn the new process.
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Often times, users don't know what to ask, or how to ask it - if you can frame their question for them and then provide an answer, you will be a superstar. If they knew what to ask or how to ask it, then having "search" functionality would be sufficient.Īnother reason to have contextual help is to make users aware of new workflows and features in your Salesforce isntance. The purpose of contextual help is to anticipate the kind of questions your users will have. When users click on the link, they can view your article, like this one. Your article titles automatically show up as links in the sidebar so your users don't have to perform a search. Tip: You can create Salesforce contextual help using the tagging feature in ScreenSteps. When I say contextual help, I am referring to the feature of having help articles/answers automatically appear based on the Salesforce object you are on and the user profile you have. Here are a few things to consider as you create contextual help articles.
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So making contextual help available to your users right in Salesforce can be a powerful tool when you're trying to improve how your organization uses Salesforce - but if it's not done right, it can leave you with the same hum drum results your PDF guides get as they continue to sit in the shared drive. The best kind of help documentation anticipates questions and problems that your users will have, and then makes the answers available right when your users have them.
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