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Build Your Own Help and Training to Make Every User an Expert

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You've invested considerable time and effort to build an amazing custom app. You've customized Salesforce so it does exactly what you need it to do to make your business successful. Now, how do you ensure your end users understand how best to use it? How do you head off those basic how-to questions, or give your users tips and training to make them more successful? Salesforce has the tools to help you help them - from in-context bubble help, to overriding the default Help & Training link, to advanced techniques using Visualforce. Join us to see real-life successes and learn how you can build your own help & training, and embed it right in Salesforce.

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Build Your Own Help and Training to Make Every User an Expert

  1. 1. Build Your Own Help & Training to Make Every User an Expert! ​ Andrea Leszek, VP, Technology Services, ​ Stewart Florsheim, VP, Marketing, Kenandy ​ Shannon Cunningham, Global Education Leader, ServiceMax ​ 
  2. 2. ​ Safe 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, 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 products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of, 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., inc. assumes no obligation and does not intend to update these forward-looking statements. Safe Harbor
  3. 3. Examples of help & training ecosystems by Kenandy,, ServiceMax How to build custom help in your app How to link your app pages to custom help How to build a help & training portal Best Practices for maintaining and curating your help & training What you’ll learn in this session Agenda
  4. 4. Stewart Florsheim VP, Marketing @stewflorsheim
  5. 5. Kenandy Help & Training Ecosystem Field-Level Help: For selected custom Kenandy fields that require explanation
  6. 6. Kenandy Help & Training Ecosystem Context-Sensitive Page-Level Help: Help for every Kenandy object
  7. 7. Kenandy Help & Training Ecosystem PDF: User Manual, Release Notes, Knowledge Articles
  8. 8. Kenandy Help & Training Ecosystem Training Material: Short videos and PowerPoint decks (for instructor-led training)
  9. 9. Kenandy Help & Training Ecosystem Getting Around tab: In the Kenandy application, to orient users
  10. 10. Kenandy Community Always available via SSO, from app and context-sensitive Help. Back-end integration with Salesforce. Includes client-generated content and Kenandy- generated content with consolidated search. If clients can’t find what they need, they can log a case directly from the site. Goals: Collaboration, Self-Help, Transparency
  11. 11. Single-Source Documentation Page-Level Help (available from app) PDF documents (available on Kenandy Community) Training materials (for instructor-led training) Content: Produced in Madcap Flare and output to multiple sources
  12. 12. Demo Field-level help, Page-level help, Getting Around tab
  13. 13. Shannon Cunningham Global Education Leader @SFDCTraining
  14. 14. Available as Web Help (HTML5) and PDF Create modular, topic-wise help, with section bookmarks Deliver admin and end user screens & functionality Host separately (but accessible from within main product) Support context-sensitive links Assign multi-language Custom Help Overview
  15. 15. Context-Sensitive Help List View Custom Help Visualforce Custom Help
  16. 16. Authoring Tools •  MadCap - Flare single-sourced for HTML & PDF formats •  Release-aware help links within the product •  Support for multiple release-specific versions of help •  Help urls stored in custom labels – easy to override
  17. 17. Hosting Your Own Help Override Salesforce Help 1 Custom Help with External URLs (prefix http://) 2 Custom Help Files Stored in Documents 3
  18. 18. Localizing Help Enable Translation Workbench 1 Add Translations to Page 2
  19. 19. Demo Context-sensitive page help and localization
  20. 20. Andrea Leszek VP, Technology Services @aleszek @salesforcedocs
  21. 21. Different portals for different user types Help & Training Ecosystem Help & Training – docs, training, support articles, QuickStarts, videos Salesforce Community – collaboration, ideas, answers, and more Release Notes portal Salesforce developers – Trailhead, dev docs, blogs, and more
  22. 22. Salesforce Help & Training site – Simplified Architecture Salesforce Org Salesforce Customer Portal – authenticated Sites – unauthenticated with custom Visualforce UI Salesforce Knowledge -  Support articles -  Documentation Documentation source control system Integration via APIs & custom Java interface LiveAgent Chat Coveo Search Cornerstone for Salesforce LMS
  23. 23. Use Communities for portal instead of Customer Portal Simplify Salesforce Knowledge integration with documentation Use responsive design UI framework, such as Lightning or Angular JS Use Coveo search for advanced functionality - allows search federation, dynamic facets, customizable analytics engine Or what we would do differently now... Best Practices and Lessons Learned
  24. 24. Available as open source project on Github Documentation Portals built on Heroku Go to Documentation stored in CloudAnt database. Integrated with doc source control system. Built with Ruby using Sinatra web app framework and Twitter Bootstrap for responsive UI. Hosted on Heroku.
  25. 25. Demo Open source doc portal built on Heroku
  26. 26. Prerequisites: Accounts for Github, Heroku, and CloudAnt – all free to get started 1.  Deploy the sample content from the github repo to try it out. 2.  Be sure to change the CloudAnt URL to your database when deploying your own content. 3.  Then you can start customizing your own: • Set up the project on github • Run it locally • Learn how to deploy to Heroku • Change the look and feel • Add your own content • Change the login/password or eliminate it Available on Github - Open source of earlier version
  27. 27. Best Practices Governance, Indexing, Maintenance
  28. 28. Governance: Managing your Help Create a Plan Program Team Member Align Schedules Document Standards Signoff Policy Release Change Schedules
  29. 29. Examples of help & training ecosystems by Kenandy,, ServiceMax How to build custom help in your app How to link your app pages to custom help How to build a help & training portal Best Practices for maintaining and curating your help & training What we hope you learned in this session Summary
  30. 30. Questions? Andrea Leszek,, @aleszek Stewart Florsheim, Kenandy, @stewflorsheim Shannon Cunningham, ServiceMax, @SFDCTraining
  31. 31. Thank you
  32. 32. Share Your Feedback, Win a GoPro! 3 Earn a GoPro prize entry for each completed survey Tap the bell to take a survey2Enroll in a session1