You?ve built an amazing app or you've customized salesforce.com apps to do exactly what your business needs. Now, how do you ensure end-user success? You need to head off the basic ?how-to? questions, and give your users process training. Join us to see real-life examples and learn how you can build your own help and training, embedded in your app, using everything from in-context bubble help to overriding the default ?Help & Training? link.

1. Building Help and Training to Make
Every User an Expert
Andrea Leszek, salesforce.com, VP, Technology Communications, @aleszek, @salesforcedocs
Alice Becker, TrainTheCrowd, Founder, @trainthecrowd
Andrew Fawcett, Financialforce, CTO, @andyinthecloud

2. Safe Harbor
Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties
materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results
expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be
deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other
financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any
statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new
functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our
operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any
litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our
relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our
service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to
larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is
included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent
fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor
Information section of our Web site.
Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently
available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions
based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these
forward-looking statements.

3. Agenda
▪ Benefits of adding custom help
▪ Declarative custom help options
▪ Programmatic custom help options
▪ AppExchange apps
▪ Open source options
▪ Q&A

4. Alice Becker
Founder, TrainTheCrowd
@trainthecrowd

5. What would you like to be an expert at?

6. The journey to becoming an expert…
Beginner
Intermediate
Expert!

7. What value do experts bring?
Experts will…
This will…
• Help streamline processes
• Increase productivity
• Generate new ideas
• Increase efficiency
• Set example to follow
• Improve data quality
• Support other users
• Reduce support cost

8. What will take your users from zero to hero?
How to Videos
Instructor Led Training
Ask an Expert
User Manual
Buddy System
Custom Help

9. “Clicks, Not Code”
Declarative Custom Help Options

10. Field-Level Help
Add help bubbles to fields to give tips and info to your users.
▪ Works for both standard fields and custom fields!

11. Override “Help for this Page” Links
For when you really need to provide your own documentation.
▪ Affects only “Help for this Page” links, not “Help & Training” link

12. “Getting Started” Web Tab
Web Tab in Application
HTML Page on Website

13. Splash Page for Custom Object Tab
Give users a short orientation when they first go to a tab.
Create Content
HTML, Image, Zip, PDF, etc.
Upload as Static
Resource
Setup → Develop → Static
Resources
Create VF Page
To show the static resource
using the URLFOR action.
Setup → Develop → Pages
<apex:page sidebar="false" showHeader="false"
standardStylesheets="false"
action="{!URLFOR($Resource.orderssplashhtm)}">
</apex:page>
Create Home Page
Custom Link
To display the VF page.
Setup → Customize → Home
→ Custom Links
Set Splash Page
Custom Link
For the desired tab.
Setup → Create → Tabs

14. “Let’s Code!”
Programmatic Custom Help Options

15. Andrew Fawcett
CTO, Financialforce
@andyinthecloud

16. Object-Level Help
Override Help for
▪ List View page
▪ Detail page
Object Help
▪ Object Home Help Topic
• Describe object purpose,
buttons, cross References
• Describe fields

17. Configuring Object-Level Help
Visualforce Page
“helporder”

18. Using Visualforce Pages to Link to External Help
Each Object has its own Visualforce Page for its help
▪ Unique help topic, redirects to a single “help” Visualforce page
• /helporder, /helpinvoice, /helplineitem
<apex:page action="{!URLFOR('/apex/help?topicid=1006')}"/>
The “help” page finally redirects the browser to the help topic
▪ Handles building the URL to the help location, including topic Id
• /help?topicId=XXXX
<apex:page controller="HelpController" action="{!doRedirect}"/>
▪ Apex Controller ‘doRedirect’ calculates full help URL to external location
• Including user locale for translation

19. Visualforce Page-Level Help
Page Level
▪ Link via Section Header
▪ Help Link can be
contextual
▪ Describe workflow of
the page, cross
references
<apex:sectionHeader title="Create Invoice from Order"
subtitle="Create an Invoice"
help="{!URLFOR('/apex/help?topicid=1006')}"/>

20. Example External Help URL
http://en-us.help.mydomain.com/myapp/2x/Default_CSH.htm#1321

21. Demo of Object- and Page-Level Help
▪ Help Hosted on Google Drive
▪ Order Object-Level Help
• List View
• Detail View
▪ Create Invoice from Order Button
• Page Help
▪ Sample Code
• See Chatter Feed in Dreamforce Org for link

22. Third-Party Tools
AppExchange and More

23. Using AppExchange Tools
If you don’t want to build your own solution, other options include:
Dynamic Inline
Help – User
Adoption Tool
BlackboardLearn
- LMS
CrowdGuide Training &
Adoption Tool

24. Dynamic Inline Help
Features include:
▪ Provide inline help on Opportunity, Case, Lead, Campaign, Account or
Contact page layout
▪ View business process diagrams (e.g. sales process) when record
status changes

25. Blackboard Learn (LMS)
Features include:
▪ Course management and completion tracking
▪ Testing and assessment tools
▪ Dashboard reports to measure impact of training

26. CrowdGuide
Features include:
▪ 20+ standard user guides
▪ Easy to update content
▪ Context sensitive
▪ User guides stored in one location
▪ Supports rich-text, images, YouTube, URL links
▪ Say goodbye to printed training materials!

27. Open Source – Guiders-JS from Optimizely
An open source JavaScript library to add your own guided tours
to Visualforce pages.
Available at https://github.com/jeff-optimizely/Guiders-JS

28. Open Source - Salesforce.com Doc Portal on Heroku
Mobile-ready doc portal.
▪ Built on Heroku
• Apache CouchDB
• Written in Ruby
1. Get it on github at
https://github.com/forcedotcom/doc-portal
2. Create your HTML doc files.
3. Write TOC file.
4. Update metadata file.
5. Deploy.

29. Custom Help Option
Pros
Cons
Field-level help bubbles
Easy to do. Keeps user in app.
Annoying if overdone.
Override Help & Training
Best for heavy customizations.
Potentially confusing for users.
Getting Started tab
Packaged with app. Content externally
maintained.
Extra tab visible unless manually removed.
Custom object splash page
Great for tab intro. Various methods to
deploy content.
Requires multiple setup steps.
Custom object help with VF
General help for object.
Requires VF development skills.
Visualforce page help link
Contextual per page.
Requires VF development skills.
Static resources
Easy to deliver content on the platform.
Content embedded in app. Harder to update
once packaged.
AppExchange apps
No development necessary.
Relies on external vendor.
Heroku doc portal
Mobile-ready. Easy delivery.
Requires some setup.

30. Andrea Leszek
Alice Becker
Andrew Fawcett
VP, Technology Communications,
salesforce.com
@aleszek
@salesforcedocs
Founder, TrainTheCrowd
@trainthecrowd
CTO, Financialforce
@andyinthecloud

31. We want to hear
from YOU!
Please take a moment to complete our
session survey
Surveys can be found in the “My Agenda”
portion of the Dreamforce app