When you complete a module, you get points and those points lead to a badge - the badges became more popular than expected. Each learning module is about 10-20 minutes and includes videos, walkthroughs, and some gamification. It provides a way for customers to learn the application at their own pace when they have the time. It has a fun and humorous tone, lots of visuals and graphics, and minimal text. Trailhead is Salesforce’s own interactive, learn at your own pace website, similar to Khan Academy or Udemy. It’s not just a process to surface help content, but an interactive experience where the customer inputs data and uses the features. The walkthrough guides the customer through the task and the application and explains the business value behind what they’re doing. Interactive walkthroughs enable customers to click a button on an application’s user interface that provides them with additional content to help them finish a task.
Uncharted waters online guide walkthrough pdf#
It’s actually good question and served its purpose, to get us thinking about how many of us are creating content that isn’t providing our customers with what they want, or possibly not serving any useful purpose at all! Hence, “Doc is Dead!” - ‘Doc’ being traditional help and guides (e.g., ye olde PDF guide or online help loaded with more content than anyone can digest in one sitting)! The presentation chronicled and Gavin and Lila’s journey to increase customer adoption and reduce customer support cases by charting a course into the previously uncharted waters of interactive content.
Doc is Dead! How Walkthroughs Changed Salesforce’s Content Strategy