User Engagement
사용자가 Salesforce 앱을 최대한 활용할 수 있도록 앱 내 지침을 만듭니다.
trailhead.salesforce.com
Get Started with User Engagement
Engagement Scenarios??
User engagement is the process of onboarding, empowering, assisting, and educating users through in-app guidance.
User Engagement는 앱 내 지침을 통해 사용자를 온보딩, 권한 부여, 지원 및 교육하는 프로세스입니다.
ScenarioDescriptionExamples
| Onboarding | Show users where to begin and what’s new or changed. Get them to the “aha moment” quickly. |
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| Feature discovery and adoption | Help beginners become experts. Help experienced users learn new things. Raise awareness of new features and releases. |
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| Troubleshooting help | Provide just-in-time prompts that help users learn by doing. Offer reliable resources and access to support. |
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| Deeper learning | Give users the skills and information they need to get as much value as possible out of your product or application. | User wants a deeper understanding of a new feature |
| Welcome Mat | Provide getting started resources the first time that users log in to Lightning Experience. | Programmatic |
| Guidance Center | The Trailhead icon in the header opens a menu of contextual help topics, Trailhead modules, and more items chosen by Salesforce or added by your company. | Declarative |
| Prompts | Use a floating, targeted, or docked prompt to let users know about new features, news, important announcements, or helpful guidance for the page they're working on. | Declarative |
| Popovers | Use a feature popover to point to a lower-level component on the page to provide tips and best practices. | Programmatic |
| Empty State | Replace a blank section with instructions on next steps. | Programmatic |
| Field-level Help | Detail the purpose and function of a standard or custom field. | Declarative |
| Setup Assistant | Centralized list of tasks designed to help users onboard organizations, clouds, or features. | Programmatic |
| Walkthrough(연습) | Hands-on interactive tour, guiding users through a series of onboarding steps. | Declarative |
Let’s bring together what you’ve learned: the scenarios and the components. The table below indicates which components are best suited to each scenario.
| Onboarding | Adoption and Discovery | Troubleshooting | Deeper Learning | |
| Welcome mat | o | o | ||
| Guidance Center | o | o | o | |
| Prompts | o | o | o | o |
| Popovers | o | o | o | o |
| Empty State | o | o | o | |
| Field-level Help | o | o | ||
| Walkthrough | o | o | o |
Push Method vs Pull Method
Use the push method when users may not notice or seek out help, but would benefit from assistance. (도움을 구할 수 없지만 도움이 필요할 때)
예) 첫방문
Prompts, popovers, and walkthroughs are examples of the push method.
Some push components “hide” in plain sight. 눈에 잘 띄지 않게 '숨깁니다'.
Empty state messages (also known as zero state or first use states) and field-level help messages are considered push mechanisms because they're presented in the user interface even though the user didn’t specifically seek help.
Use the pull method when the user is motivated to seek help. This is where the Guidance Center shines because it’s always sitting, waiting to spring open and help users when they need it. Another common example is the infobubble, which opens a tooltip when you hover over an icon.
(1) Wireframe of a welcome mat and (2) infobubble
Even More User Engagement Options
There are some additional features, options, and components that you might not even have considered as user engagement.
- Utility Bar Notes—Give your users quick access to common productivity tools in a fixed footer. Utilities open in docked panels.
- Rich Text Component—Add text and simple HTML markup to your Lightning pages.
- Guidance for Success on Path—At each step on the path, help users succeed with step-specific guidance, such as tips, links, and information about company policies.
- Custom Notification from a Process—Send customized notifications when important events occur. For example, alert an account owner when a new support case is logged.
- Einstein Analytics In-Dashboard Videos—Drive adoption and engagement with educational videos. Provide customized instruction that helps users get the most out of each dashboard and its charts.|
Quiz
+100 points
| Onboarding | Adoption and Discovery | Troubleshooting | Deeper Learning | |
| Welcome mat | o | o | ||
| Guidance Center | o | o | o | |
| Prompts | o | o | o | o |
| Popovers | o | o | o | o |
| Empty State | o | o | o | |
| Field-level Help | o | o | ||
| Walkthrough | o | o | o |