I first heard of WalkMe at a Salesforce networking event, the guy I was talking to was describing the problems of on boarding Sales people and Call centre employees onto Salesforce. The lack of training for new employees meant data quality was rapidly going down and key business processes were being forgotten. He described WalkMe in a nut shell to me, explaining it as a webpage overlay where employees could ask for help on Salesforce at any time and it would walk them through the steps. He also mentioned to me how easy to was to set up and how no consultants/external help was needed. At the time I was working as an Administrator for a company with 115+ Salesforce Users and could instantly see the benefit it could bring. Unfortunately I never got the time to implement WalkMe into the business but thought I would check it out again seeing as its such a innovative, unique idea and just works perfectly with Salesforce. It’s worth pointing out at this point that WalkMe is an App that can work with any webpage but does have special plugins to Salesforce so this review will be focusing on this.
WalkMe is not actually installed into your Salesforce Org from the AppExchange, it is a browser extension that installs into Mozilla Firefox. Before trying any of this out I was unsure of this setup process and I’m usually very put off by Apps that have a lengthy and complicated installation process. I was eating my words soon enough though as I quickly realised that the setup was very intuitive and made complete sense. So the first part to getting WalkMe up and running is to install the Firefox extension. It is a bit of a shame that it currently does not work with Chrome or other browsers but it doesn’t put me off this app at all. The extension can be installed straight from WalkMe’s website. Once installed its a pretty clean looking extension that just sits over on the left hand side of your browser. This can be easily toggled on and off and also minimised. This part of the App is where you will build your solutions
Once installed and logged in to your account you can pretty much start building solutions straight away! This is what impressed me most about the App, it is just so simple to get started and because the concept is so basic you can get to grips with it within minutes. Once logged in you have a few different Apps to choose from including launchers for the solutions that you are creating and articles/videos to assist. In this review I’m just going to be focusing on the Walk Thrus. After clicking on the Walk Thrus App you are brought to the area where you can see your existing solutions as well as create new ones. What I’m going to do in this review is just quickly create a solution to show you how easy it is to get started with WalkMe. The first thing I’m going to do is click on the + sign and name my new Walk-Thru. It is important to note now that on the main part of your browser you should actually be logged into Salesforce or whatever site you are planning to create a Walk-Thru for. When creating steps in your Walk-Thru you will actually be pointing to where on the webpage you want the pop up to appear. So as you can see below I’m all ready to create a Walk-Thru on Salesforce. What I’m going to do for a very short tutorial is just show users how to merge accounts on Salesforce, obviously a very simple task that probably wouldn’t need a tutorial but you will be able to see how this can be used for on-boarding new users and for complicated tasks. 1. After clicking on the + button on the previous screenshot it will turn all the available elements on the page into little boxes when you hover over them, like in the screenshot. What this allows you to do is select the element that the user needs to click on or that is relevant in the Walk Thru. 2. After you have clicked on the link which is relevant you are presented with a pop up box. This allows you to enter text about this step in the process. In our example where we are teaching users how to merge accounts, were going to want them to go to the Account Tab. If relevant you can also enter more text. An interesting point to note is at the bottom of that box where is says “Continue when”, this allows you to determine how the user moves onto the next step in the process. Is it when they click on this link? (in our example yes) But you can also have the users manually click next, when they enter text into a box or if they hover over the element, among a few others. Once done you can hit save and this is saved as our step 1! 3. After you have completed one step you can just repeat this for all your steps until it is complete, making sure that your Walk Thru makes sense. Once you have completed your Walk Thru you can test it out by playing it through as if you were the user. As you can see from my Walk-Thru below this is now complete and I can click the play button at the bottom to test it out. Once you have played around with this yourself you will see how easy it is, but with no exaggeration this probably took me about 5 minutes to create this very basic solution. Below you can see how a Walk-Thru will display to a user once they ask for that extra assistance, of course once the user actually clicks that Accounts link it will show the next step on the next page, because we have set it that way in the step.
Once I created my very basic Walk Thru I wanted to deploy it into my Salesforce Org. This was the bit I felt most uneasy about as I hadn’t a clue in my mind how these things worked together! Once I read through the documentation it was very clear and looked pretty effortless. In a nutshell, there is a small package which is installed from the AppExchange. This provides you a small App and a few objects that allow you to get logged into your WalkMe account to be able to grab all your Walk Thru’s. Once logged in you have to place a little snippet of code which is installed with the AppExchange, onto the home page layout. After this is added you will magically see a little popup on the bottom of your screen
WalkMe is a seriously cool App that is easy to setup, easy to use and takes minutes to install into a Salesforce environment. The amount of business problems this can solve is huge and even though I have just taken on boarding as one example of how WalkMe could help, there are so many other use cases where Walk Thru’s can be created to help users that are unsure of how to carry out a task on Salesforce. It speeds up learning time, it allows users to take tasks into their own hands rather than asking colleagues for help and most of all its going to do wonders for the data integrity of your business!