Creating: Help Guides

Help Guides are Reading Lists you ‘View-in-Place’

Help Guides are simply specialised Reading Lists. We recommend experience authoring a Reading List or two before getting into Help Guides.

Help Guide Steps are a specialised form of Reading List Entries – the Help Topics that provide Step help have additional fields to manage the view-in-place context needed by some types of Guide Step.

This video walks you through creating a very simple guide as a starting point.

Guide Steps to Orientate, Show or Prompt Action?

Help Authors have access to different types of Guide Steps to manage the Guide user’s experience, depending on the purpose of the specific Guide.

Purpose Show Page Context Prompt User Action
• Target
Any Helped Element …in any Helped Page
• Action
Navigate to Step ‘Target’ Navigate to Step ‘Target’
Display Step ‘Prompt’
Show Regular
Help Callout?
Always Optional
Step Help Always shown beneath Step Prompt

Automatic Steps: Navigate to Show In-Page Context

  • Navigate to ‘view-in-place’ a specific Helped Element – opening the help callout for, say a helped Salesforce field or button.

Manual Steps: Prompt User action

Extend the view-in-place concept of Automatic Steps:

  • Navigate to a place where the Guide user needs to do something;
  • Prompt the user’s action, such as enter data, click a button or link;
  • Sets of Manual Steps can be combined on a page to, for example, complete a ‘form’ in Salesforce page edit mode – completed with a ‘Save’ – without the Step page refreshing and losing the edits.

Define The Places for View-in-Place

If you are using Help Domains to deliver different help content to different audiences, make sure your Guide’s target audience can see all the Helped Elements intended for your Help Guide. An easy way to check this is to walk through the expected Help Guide flow when logged-in as a user representing your target audience – checking that you can see & open all Helped Elements’ Help Callouts.

Most Guides will be authored ‘relative’ to the page from which they are accessed. So, if I’m looking at a Lead – and open a Lead Conversion checklist Guide – the Guide steps me through the Lead fields I need to consider for my Lead Record. This way, once I know what to do, I can close the Guide and continue with the task in-hand – converting my Lead.

Occasionally, a Guide Step will require an absolute page reference, to take the user to a specific page that isn’t related to a specific Salesforce record, such as a:

  • Tab: to start a procedure, such as creating a new Opportunity (so the user needs to be able to see a ‘New’ button in a helpable page);
  • View: to start a procedure which involves selecting a specific record from a filtered view.

These absolute steps may be used at the beginning of a Guide or part-way through multi-page Guides, to change the Salesforce focus from, say Opportunities to Contacts. We recommend that Guides be kept ‘short and sweet’ as they can always be linked!

Test Guide for Intended Audience

Login as a Helped User with the Profile (and any Role / Public Group settings for Data Sharing Rules used for Help Domain management) to confirm the Guide and all Steps are visible.

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