With our Catalyst browser extension you can very easily set up a user adoption platform for your Salesforce implementation. In just a couple of clicks you can embed help topics and collect feedback from end-users on any record page.

Article outline:

  • Setting up user adoption
  • Overview and demo
  • Adding Salesforce in-app help
  • Feedback 
  • Formatting url links to send as help 

Setting up user adoption

You will need:

You might also want to check out our User Adoption trail for tips around adoption methodology.

Overview and demo 

Adding Salesforce in-app help

Any documentation attachment in the Org Model can be switched to be a Help Topic in either classic, lightning or both. If the help topic is a URL link then it may be able to be displayed in pop-up help. Scroll to the last section for more details.

Adding and managing help can also be done from Salesforce Setup using the Catalyst browser extension.

You can push following documentation to Salesforce as end user help:

  • Rich text documents : these are perfect for instructions. You can embed images, videos, urls and grids inside the note to make the content more structured and easier to consume.
  • Process diagrams: You can simultaneously document your Org and provide contextual process help for end users. Simply link process activities to org model nodes and then you can use these links to push process diagrams as help:

Tip: you can also embed diagrams in lightning pages, utility bars, and visual force.

  • URLs : videos, documents, websites - anything can be sent as help. Scroll down to the last section to learn how to format different types of urls. 

Feedback

Even if there is no help available end users can leave feedback on the object page to let their Salesforce Admin know what is required or what is missing. Feedback can relate to configuration or help. Feedback can be left either on the object level or on a field level (in the latter case feedback is available only if there is at least one help article on it).

You can also analyze how is the provided help being consumed by your end users.

Formatting URLs to send as help

These need to be file formats that a browser can display e.g. PDF, GIF, JPG, HTML etc. Use the URL link to attach to the item in the Org Model. Each file type may require slightly different URL formatting to get the best results. The file will be displayed in a pop-up window or a new browser window. It depends on whether there is "cross-browser support" for the hosting service. GoogleDocs: Docs, Sheets and Slides will all open up in a pop-up window. For Sheets, each sheet has a different URL. For Slides each slide has a different URL. You can control exactly what get displayed. GoogleDrive folders need to be opened in a new browser window.

Sharepoint: Use the sharing URL link and it needs to be set to "Open in new window"

Salesforce Files:  Each file needs to have a public URL link created and it will display in a popup window.

Salesforce Help:  Enter the URL link and it will display in a popup window.

Trailhead page: This needs to be set to "Open in new window"

myTrailhead page: This needs to be set to "Open in new window"

Quip document: This needs to be set to "Open in new window"

Intercom help: This needs to be set to "Open in new window"

Webpage: These will probably need to be set to "Open in new window", but it is trial and error.  Some pages on a website will open as a popup and then other pages only in a new window.

Wikis: e.g. Confluence. These will probably need to be set to "Open in new window", but it is trial and error. Some sites will open as a popup and then other pages only in a new window.

Box: This will display in a pop-up window. You need to open the "Embed Widget window".  This will give you code that looks like the following. You need to take the part of the code that is shown in italics and use this as the URL. Note: not the "

<iframe src="https://app.box.com/embed/s/n17ijocf8hge0pra26w98xm82rdktq7r?sortColumn=date&view=list" width="500" height="400" frameborder="0" allowfullscreen webkitallowfullscreen msallowfullscreen></iframe>

Dropbox: Use the URL sharing link. This needs to be set to "Open in new window"

Videos

For all of these, use the URL link to attach to the item in the Org Model. Each URL format may require slightly different format of URL to get the best results.

Youtube: Take the URL from the browser and replace part of it with the word "embed. Below is an example with the part changed in italics.

https://www.youtube.com/watch?v=3OVDQPWzBFE
https://www.youtube.com/embed/3OVDQPWzBFE

Vimeo: This will display in a pop-up window. You need open the "Embed Widget window". This will give you code that looks like this. You need to take the part of the code that is shown in italics and use this as the URL. Note: not the "

<iframe width="640" height="564" src="https://player.vimeo.com/video/327965941"frameborder="0" allowFullScreen mozallowfullscreen webkitAllowFullScreen></iframe>

Wistia: Use the Share link URL and it will open in a pop-up window.

Vidyard: You can embed any video in a new window, but to embed as pop-up you need to be Vidyard Enterprise level. That gives you access to "responsive embed codes".  You need  the "Fallback to iframe embed" code. This Vidyard Knowledge article explains how to get the iframe code. You need to take the part of the code that is shown in  italics and use this as the URL. Note: not the // or the "

<iframe class="vidyard_iframe" src="//play.vidyard.com/6J7pCtJGyEEKne69jKJzPu.html?v=3.1.1" width="640" height="360" scrolling="no" frameborder="0" allowtransparency="true" allowfullscreen></iframe>

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