User engagement is the process of onboarding, empowering, assisting, and educating users through in-app guidance. In this article we will discuss an overview of user engagement in Salesforce.
Below shows ‘Guidance center’ which is an example for user engagement.
There are four basic scenarios in user engagement.
- Onboarding: Showing users how to start using the app, what’s new, or what’s changed. Making sure they quickly understand how to use it.
- Feature discovery and adoption: Helping both new and experienced users learn about and use different parts of the app. Making sure they know about any new features.
- Troubleshooting help: Giving users help when they’re having trouble or have questions. Providing tips and support to get them back on track.
- Deeper learning: Helping users learn in-depth about the app and its features, so they can get the most out of it.
Types of user engagement
- Welcome Mat: When users first log in to Lightning Experience, they’ll see helpful resources to get started.
- Guidance Center: Clicking on the Trailhead icon gives access to helpful topics, tutorials, and other resources provided by Salesforce or your company.
- Prompts: These are messages that appear on the screen to inform users about new features, updates, or important information.
- Popovers: These are small messages that point to specific parts of the page, giving tips or best practices.
- Empty State: Instead of showing a blank section, users are given instructions on what to do next.
- Field-level Help: Users can get detailed explanations about what different fields are for.
- Setup Assistant: This is a list of tasks to help users set up their organizations, clouds, or features in one place.
- Walkthrough: This is like a guided tour that helps users through each step of getting started with the app or feature.
How to decide which component is effective for a particular scenario?
Best user engagement mechanism can be decided by two methods-Push method and Pull method.
Push method: When users might not actively look for help but could benefit from it, we use the push method. This means we show helpful content to users even if they don’t ask for it directly. For example, we might display a welcome mat when users log in for the first time, or show a prompt when they visit the Account homepage. Push components, like prompts, popovers, and walkthroughs, guide users by presenting information in their interface, even if they didn’t actively seek it.
Some push components are subtle, blending into the user interface. For instance, empty state messages and field-level help messages are part of the push method because they’re shown to users without them explicitly asking for assistance.
Pull method: The pull method is used when users are motivated to seek help themselves. For example, the Guidance Center is always accessible, allowing users to open it whenever they need assistance. Another example is the infobubble, which shows a tooltip when users hover over an icon. With the pull method, users actively seek help when they need it.
A few other user engagement options are Einstein Analytics In-Dashboard videos, custom notifications from flows, Guidance for Success on Path, Rich Text Component on record pages etc.
In this blog, we have covered an overview of user engagement in Salesforce. To learn more, click User Engagement (salesforce.com)
