How do I create an in app guidance in Salesforce?

To create in-app guidance in Salesforce, you'll utilize prompts or walkthroughs within the Setup menu, specifically by navigating through the App Manager to associate guidance directly with a chosen application.

Salesforce In-App Guidance empowers administrators to deliver targeted, contextual messages directly within the Salesforce interface, helping users adopt new features, understand processes, and improve productivity without ever leaving the platform. This guidance can take the form of single prompts or multi-step walkthroughs.

Getting Started: Creating Your In-App Guidance

Salesforce allows you to create two main types of in-app guidance:

Prompts: Single messages that appear as floating windows or docked to the bottom right of the screen. Ideal for short announcements, tips, or immediate calls to action.
Walkthroughs: A series of interconnected prompts that guide users through a multi-step process, perfect for onboarding new users or introducing complex workflows.

To initiate the creation of in-app guidance, particularly a prompt, follow this structured path:

Navigate to Setup: From any Salesforce page, click the Gear icon (⚙️) in the upper right corner and select Setup.
Access App Manager: In the Quick Find box on the left sidebar, type App Manager and click on the result.
Select Your Application: Locate the specific Salesforce app (e.g., Sales, Service, or a custom app) where you intend to add the guidance. Click the dropdown arrow next to the app and select View Details and Edit.
Initiate Guidance Creation: On the app's detail page, find and select In-App Guidance from the left-hand menu. From there, click the Create Prompt button to begin designing your guidance.

Designing Your Prompt or Walkthrough

Once you've started the creation process, you'll define the content, appearance, and behavior of your guidance.

For Prompts:

Location: Choose where your prompt will appear on the page (e.g., top-left, bottom-right, centered). You can specify a URL or even a CSS selector for precise placement.
Content:
- Title: A concise headline for your message.
- Body: Detailed text explaining the guidance.
- Action Button: An optional button to direct users to another URL (e.g., a help article, a new record page) or simply to dismiss the prompt.
- Image/Video: Enhance engagement by adding relevant media.
Type: Select between a Floating Prompt (appears over content) or a Docked Prompt (sits at the bottom right, allowing users to minimize/expand).

For Walkthroughs:

Walkthroughs are built by stringing together multiple prompts. You'll create each prompt individually, defining its content and location, and then arrange them in a logical sequence.
Steps: Each prompt acts as a step in the walkthrough. You define the flow and progression, ensuring each step leads intuitively to the next.

Configuring Advanced Options

Effective in-app guidance goes beyond just content; it involves strategic targeting and scheduling.

Targeting Users and Profiles

Tailor your guidance to reach the right audience:

User Permissions: Target specific profiles or permission sets to ensure only relevant users see the guidance. For example, guide only sales reps on a new sales process feature.
User Roles: Direct guidance to users based on their role within the organization.
Audience Segmentation: Consider custom fields or groups to create more granular user segments if necessary.

Scheduling and Frequency

Control when and how often your guidance appears:

Start and End Dates: Define the active period for your guidance.
Frequency: Set how many times the prompt should display for a user before it stops, and the interval between displays.
Delay: Specify a delay before the prompt appears after a user lands on the page.

Permissions and Activation

Ensure that users have the necessary permissions to view in-app guidance. Typically, users need the "View In-App Guidance" permission.
Once configured, activate your guidance. You can preview it first to ensure it looks and behaves as expected.

Best Practices for Effective In-App Guidance

To maximize the impact of your in-app guidance, consider these best practices:

Keep it Concise: Users have short attention spans. Get straight to the point.
Contextual Relevance: Ensure the guidance appears exactly when and where the user needs it most.
Clear Call to Action: If you want users to do something, tell them explicitly with a clear button or instruction.
Segment Your Audience: Avoid overwhelming users with irrelevant information. Target specific groups who will benefit most.
Test Thoroughly: Always preview your guidance across different browsers and user profiles to catch any issues before activation.
Monitor and Iterate: Salesforce provides metrics on prompt views and interactions. Use this data to refine your guidance over time.

Benefits of Salesforce In-App Guidance

Feature	Description
User Onboarding	Accelerate new user ramp-up by guiding them through initial setup and key features.
Feature Adoption	Announce new features and show users how to use them effectively, increasing their utilization.
Process Enforcement	Guide users through required steps in a workflow, reducing errors and ensuring data quality.
Reduced Support	Proactively answer common questions and provide instant help, decreasing the load on support teams.
Enhanced Productivity	Empower users to complete tasks more efficiently by providing just-in-time information and tips.

For more detailed information, consult the official Salesforce documentation on In-App Guidance and Create In-App Guidance.