The Enterprise Help Journey

Empower your salesforce users to help themselves


It’s almost unbelievable the lengths to which some salesforce users have go to find help for themselves with the task in hand – see the problem with current help for more information.

“Efficiency is doing things right. Effectiveness is doing the right things.” 

Peter F Drucker: The Effective Executive 1993


Help Journeys begin & end at the task in hand


Help Journey Cycle


Every Help Journey is cyclic – starting and ending at the user’s task in-hand, which triggers a specific:

  • Moment & Point of Need: for help, from where the user sets off to find help;
  • Help Journey & Route: the steps taken to find help with the specific task in hand;
  • Information Repositories: containing resources that may help – web pages, documents, presentations, videos, courses…
  • Right Help Topic: the concise chunk of content that addresses the specific need.

Whether the user finds such a ‘gold nugget‘ of help or not sets the outcome of their Help Journey.


The Moment & Point of Need


Every Help Journey is triggered by the user’s task in hand, whether:

  • Operational: A ‘head-down’ task that has got ‘stuck’ – “How do I get this right (or correct it)?”
  • Tactical / Strategic: planning of next actions – “What’s the right thing to do now/next?”


 Self-Help & Mining for help ‘Gold Nuggets’

Users tend to look for help near to their point of need, which is a reasonable assumption, as it was someone’s job to design their app with the necessary help at hand – right?

Not necessarily. The problem with current help means that things may not be so simple for salesforce users:

  • Multiple Routes: are often available – some more or less obvious / user-friendly – leading to…
  • Multiple Information Repositories: where the user may need to…
  • Mine for the help ‘Gold Nugget’: the right help topic to addresses their specific need…

Gold Nugget

In order to mine for that elusive gold nugget, the ‘self-helping’ user needs to know how to use a pick…

…in that they need to be able to pick the right:

  • Information Repository: for the kind of help they need to find;
  • Search keywords: to short-list resources that may contain the nugget;
  • Search results: to short-list for further analysis;
  • Use case & contexts: to search for content within long documents, presentations…;
  • Answer: from the options provided to address their specific task in hand.


Route →
Need ↓
Salesforce Standard HelpSalesforce Help & Training PortalBolt-on Help (DMS, Intranet...)Improved Help
Field HelpLimited supportNot ApplicableNot Applicable• Help Callouts;
• 'Read More...'
Page HelpNot applicableNo Enterprise CustomisationsLimited & complex Page help link override
Application HelpNot applicableNo Enterprise ApplicationsLimited & complex Custom Application Help
Process HelpNot applicableNo local processesLimited & complex Custom Process Help
Business TermNot applicableNo local concepts / termsLimited & complex Enterprise Documentation

Not all Help Journeys are Successful

Every Help Journey should be successful…but how many are?

Failure signs…

User’s Need not addressed or Journey falters:

  • Restarted: Maybe taking a different Route?
  • Cancelled: Guess or give up;
  • Mis-directed: Wrong help (& action);
  • Lost: no one knows what happened!

Success means…

User’s Moment of Need addressed:

  • Effective:  Task-in-hand progressed;
  • Correct: right thing done & done right;
  • Efficient: correct help ‘nugget’ delivered quickly;
  • Proven: as ALL of the above.

Most organisations have no handle on the Help Journey(s) user take to address the task in hand.


Analysing Your Enterprise Help Journey

The Enterprise Help Journey is the aggregated view of every Help Journey taken by all users – across all Points of Need, Routes, Repositories and Help / Documentation content.

Enterprise Help Journey Analysis


Analysing your users’ current Help Journeys may be difficult – part of the problem with current helpis the highly fragmented nature of much enterprise documentation. However, it is possible to gain some insights by reviewing representative samples of:

  • User Help Journeys: common tasks & Help Needs, known Points of Need, currently available Routes;
  • Documentation: which seeks to provide Help.


It is also often possible to set a benchmark for current help by measuring some of the potential effects of problems, such as:

  • User errors and data quality issues in salesforce;
  • Help desk / support calls from users who should know;
  • Customer complaints.


The Ideal Help Journey – Short & Sweet!


Help Journey - Ideal


The ideal Help Journey is:

  • Simple: One obvious, easy ‘least effort’ route, with a click as near to the point of need as possible;
  • Short & Direct: One click to the correct Help Topic targeted at this Need. No need for the user to search (or have knowledge of repositories or search keywords), select potential help from lists or mine through short-listed results to formulate their own view of the correct help for their task in-hand;
  • Unambiguous: One obvious path in a unified Help environment – using context-sensitive ‘signposting’ to hide from the user any complexities involved with accessing and re-using existing remote Help Resources. The obvious repository is the Salesforce platform itself, making all Help content records available to users under Salesforce security & sharing rules and accessible from global Search.
  • Successful: Requiring only One Help Journey for 80+% of Needs.


6. Creating Ideal Help Journeys

Improved Help allows you to give business users Help Author permissions & tools to:

  • Create 2-click Help Journeys: to both your Improved Help content & linked existing Help Resources – complete with context-specific Usage notes;
  • With contextual ‘Read More…’ capability: to access your Enterprise Help Portal, with help content directly related to the original user need;
  • On-Demand: as real-time stats, analytics & user feedback allow new & improved help journeys based on user Needs & demand.


Helped User…

A Very Happy User

1 Click away

Callouts: Help Topic:

  • Summary;
  • Rich content details;
  • (optional) ‘Read more…’ link;

Callouts: Related Help:

  • Reading List Gallery
  • Related Help Resources

Help Quick Access Menu

  • Help Portal Home;
  • Bookmarks;
  • Help Search;
  • Comment;
  • Guides.
  • Salesforce1 Mobile Users & Communities
  • Sales & Service Cloud Console Users

2 Clicks away

Help Guides & Reading Lists:

  • Process walk-throughs;
  • Assisted form-completion;
  • Methodologies & play-books.

Enterprise Help Portal:

  • Related Help Topics;
  • Reading Lists;
  • Related Help Resources.

Related Help Resources

(with contextual usage notes):

  • Document
    (see page 47);
  • Presentation
    (slides 27-30);
  • Video: specific
    (1:32:45 – 1: 36:15);
  • Salesforce Help
    (for ‘Company’ read ‘Account’)
  • Standard Page & Chatter Feed based Layouts
  • Visual Force Pages & Custom Apps
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