The Problem with Current Help

 ProsCons
Salesforce
Standard Help
System Administrators:
• Initial Configuration
• Additions / Options
Salesforce:
• Up-sell New Features
Enterprise Users:
• No End-User Help
• No Custom Labels
• Custom Apps
• Mandatory Help Links confuse
Salesforce
Training Portal
New Installations:
• Generic role basics
• Standard Processes
• Standard Apps
• Basic use cases
Enterprise Users:
• Too generic
• No Customisation support
Bolt-on HelpRemote:
• Hard to Access
• Always out of context
• Hard to maintain

Salesforce Help & Training Portal

Great for System Administrators

  • Great for System Administrators to get started and learn about new Features;
  • Good for Salesforce to compare (& up-sell) editions & showcase unused features;
  • Too generic for Enterprise customers’ End-Users

Severe Limitations for Enterprise End-Users

  • ‘How-To…?’ guides and videos are generic, high-level and only support standard Salesforce;
  • Users are forced to unearth answers to their questions – but may just give up and then probably interrupt a colleague;
  • Useful hints and tips are buried in documents or standard videos

No Support for Enterprise Customisations

  • Limited Field-level Help;
  • No support for custom Enterprise applications – custom objects, pages, tabs, fields…;
  • Limited Support for Enterprise-specific terminology;
  • Very Limited Support for Communities or Customer / Partner Portal Applications;
  • Limited support for Salesforce Console;
  • No help in Salesforce1 Mobile.

 


‘Bolt-on’ Help

Remote and ALWAYS Out of Context

  • Current Help Systems do not anticipate users’ specific needs – and fail to deliver specific answers to them at the point of need;
  • For remote help to make sense to the user, all the complexities and variability of their problem have to be replicated in the remote help system, with all the various scenarios, steps, screen-shots…;
  • ‘Hooks’ into the help system are implemented either at too high a level – forcing the user to search – or at a detailed level that introduces additional maintenance challenges & costs,

 

Users need to know part of the answer to use help!

  • Users have to know where to look, what keywords or terms they need for a useful search;
  • Users have to sift through multiple search results – of differing formats, styles, tone of voice & document types – to decide what to investigate further to help with the task in hand;

Remote = Hard to Use & Costly to Maintain

  • These ‘bolt-on’ systems make it difficult – and costly – for Help Authors to maintain content and context, faced with ongoing change at people, processes and application levels.

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