Build Your Own Help & Training to Make Every User an Expert!

 Andrea Leszek, VP, Technology Services, salesforce.com  Stewart Florsheim, VP, Marketing, Kenandy  Shannon Cunningham, Global Education Leader, ServiceMax  

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 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.

Safe Harbor

Examples of help & training ecosystems by Kenandy, salesforce.com, ServiceMax

How to build custom help in your app

How to link your app pages to custom help

How to build a help & training portal

Best Practices for maintaining and curating your help & training

What you’ll learn in this session Agenda

Stewart Florsheim VP, Marketing

@stewflorsheim

Kenandy Help & Training Ecosystem Field-Level Help: For selected custom Kenandy fields that require explanation

Kenandy Help & Training Ecosystem Context-Sensitive Page-Level Help: Help for every Kenandy object

Kenandy Help & Training Ecosystem PDF: User Manual, Release Notes, Knowledge Articles

Kenandy Help & Training Ecosystem Training Material: Short videos and PowerPoint decks (for instructor-led training)

Kenandy Help & Training Ecosystem Getting Around tab: In the Kenandy application, to orient users

Kenandy Community

Always available via SSO, from app and context-sensitive Help. Back-end integration with Salesforce.

Includes client-generated content and Kenandy-generated content with consolidated search.

If clients can’t find what they need, they can log a case directly from the site.

Goals: Collaboration, Self-Help, Transparency

Single-Source Documentation

Page-Level Help (available from app)

PDF documents (available on Kenandy Community)

Training materials (for instructor-led training)

Content: Produced in Madcap Flare and output to multiple sources

Demo Field-level help, Page-level help, Getting Around tab

Shannon Cunningham Global Education Leader

@SFDCTraining

Available as Web Help (HTML5) and PDF

Create modular, topic-wise help, with section bookmarks

Deliver admin and end user screens & functionality

Host separately (but accessible from within main product)

Support context-sensitive links

Assign multi-language

Custom Help Overview

Context-Sensitive Help List View Custom Help Visualforce Custom Help

Authoring Tools

•  MadCap - Flare single-sourced for HTML & PDF formats

•  Release-aware help links within the product

•  Support for multiple release-specific versions of help

•  Help urls stored in custom labels – easy to override

Hosting Your Own Help

Override Salesforce

Help

1 Custom Help with External URLs (prefix http://)

2 Custom Help Files Stored in

Documents

3

Localizing Help

Enable Translation Workbench

1 Add Translations to Page

2

Demo Context-sensitive page help and localization

Andrea Leszek VP, Technology Services

@aleszek

@salesforcedocs

Different portals for different user types Salesforce.com Help & Training Ecosystem

Help & Training – docs, training, support articles, QuickStarts, videos

Salesforce Community – collaboration, ideas, answers, and more

Release Notes portal

Salesforce developers – Trailhead, dev docs, blogs, and more

help.salesforce.com Salesforce Help & Training site – Simplified Architecture

Salesforce Org

Salesforce Customer Portal – authenticated Force.com Sites – unauthenticated

with custom Visualforce UI

Salesforce Knowledge -  Support articles -  Documentation

Documentation source control system

Integration via APIs & custom Java interface

LiveAgent Chat

Coveo Search

Cornerstone for Salesforce LMS

Use Communities for portal instead of Customer Portal

Simplify Salesforce Knowledge integration with documentation

Use responsive design UI framework, such as Lightning or Angular JS

Use Coveo search for advanced functionality - allows search federation, dynamic facets, customizable analytics engine

Or what we would do differently now... Best Practices and Lessons Learned

Available as open source project on Github Documentation Portals built on Heroku

Go to docs.releasenotes.salesforce.com

Documentation stored in CloudAnt database. Integrated with doc source control system. Built with Ruby using

Sinatra web app framework and Twitter Bootstrap for responsive UI.

Hosted on Heroku.

Demo Open source doc portal built on Heroku

Prerequisites: Accounts for Github, Heroku, and CloudAnt – all free to get started

1.  Deploy the sample content from the github repo to try it out.

2.  Be sure to change the CloudAnt URL to your database when deploying your own content.

3.  Then you can start customizing your own: • Set up the project on github • Run it locally • Learn how to deploy to Heroku • Change the look and feel • Add your own content • Change the login/password or eliminate it

https://github.com/forcedotcom/doc-portal Available on Github - Open source of earlier version

Best Practices Governance, Indexing, Maintenance

Governance: Managing your Help

Create a

Plan

Program Team

Member

Align Schedules

Document Standards

Signoff Policy

Release Change

Schedules

Examples of help & training ecosystems by Kenandy, salesforce.com, ServiceMax

How to build custom help in your app

How to link your app pages to custom help

How to build a help & training portal

Best Practices for maintaining and curating your help & training

What we hope you learned in this session Summary

Questions? Andrea Leszek, salesforce.com, @aleszek

Stewart Florsheim, Kenandy, @stewflorsheim

Shannon Cunningham, ServiceMax, @SFDCTraining

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