Webinar
Encourage Salesforce Engagement with ClickLearn’s User Experience Panel
How to boost Salesforce user engagement and streamline onboarding with in-app training
Driving high Salesforce user engagement is crucial for successful adoption and data quality, especially during Salesforce onboarding of new users. As a Salesforce admin or enterprise training manager, you know that users learn best when help is delivered right inside the platform at their moment of need.
Traditional training methods – like lengthy manuals or separate webinars – often fail because users can’t find the right information when they get stuck. The solution is to bring guidance into Salesforce itself. By enhancing the in-app user experience with targeted training content and support, you can empower your team to use Salesforce confidently and correctly from day one.
The following strategies will help your users quickly master Salesforce while reducing frustration, errors, and support tickets:
Use in-app guidance for contextual training: Provide on-screen tips and walkthroughs inside Salesforce to help users in real time.
Send personalized, role-based notifications: Tailor updates and announcements to specific user groups so they see relevant info without noise.
Embed on-demand videos and interactive walkthroughs: Offer quick video tutorials and step-by-step guides that users can launch within Salesforce.
Provide AI-powered, real-time assistance: Enable chat-based help and smart assistants to answer “How do I…?” questions and navigate users to the right place.
Improve data quality and reduce support tickets with smarter UX: Guide users through proper processes to prevent mistakes, resulting in cleaner data and fewer “help me” calls.
Use in-app guidance for contextual training in Salesforce
One of the most effective ways to engage users is through in-app guidance – providing contextual training prompts and help directly within the Salesforce interface. Instead of expecting users to reference an external manual or remember training sessions, bring the assistance to them as they work. Salesforce Lightning offers built-in prompt and walkthrough features for this purpose. These on-screen cues can highlight new features, explain page layouts, or guide users through a multi-step process without them ever leaving the app.
Implementing in-app guidance means users get just-in-time training in context. For example, if a new salesperson logs in for the first time, a guided walkthrough can automatically pop up to show them how to create their first opportunity. Veterans seeing an unfamiliar updated page might get a subtle tooltip explaining what changed. Administrators can configure these prompts with no code, choosing where and when they appear and even targeting them to specific audiences (such as only new users or only users of a certain role). This ensures help is relevant – new hires might see an onboarding tour, while experienced users get prompts for advanced features.
Delivering training inside Salesforce keeps users focused and reduces confusion. As one expert guide notes, real-time in-app assistance improves user engagement by providing contextual support to ease the learning curve for new and existing users. In short, users learn as they go. They don’t need to pause their workflow to hunt for answers; the answers find them. Salesforce user engagement rises when people feel supported at every step, which speeds up onboarding and boosts confidence.
Send personalized, role-based notifications and updates
Another best practice for driving engagement is using personalized in-app notifications to communicate changes and tips relevant to each user’s role. Rather than blasting generic emails that many ignore, Salesforce in-app notifications (or a third-party user experience panel) let you notify users right on their screen when they log in. The key is to target these messages to the right audience. For example, you can set a notification for sales reps about a new Salesforce onboarding tutorial for the latest CRM feature, while finance users might see a different message about an updated process.
Tailoring content by role ensures users aren’t spammed with information that doesn’t apply to them Each person only sees updates that help them in their job. This might include:
Process changes: “New lead qualification steps updated for Sales – click here to review.”
Feature announcements: “Dashboard feature added for Managers – see what’s new in your reports.”
Policy or data reminders: “Reminder for Service Agents: Please complete all required case fields – here’s why it matters.”
By delivering such role-specific updates inside Salesforce, you catch your users’ attention in context. They’re more likely to read a prompt on login or a bell notification in the app than open a long email later. Plus, these in-app notifications can often link directly to more information or training content (like a how-to article or video), encouraging users to learn more.
Personalized notifications keep users engaged by making them feel the system “speaks” to them individually. It increases relevance and trust – users know that if they see a notification in Salesforce, it’s probably important for them. Over time, this practice helps users stay up-to-date on changes and best practices without feeling overwhelmed. The result is a better-informed user base that adopts new processes more smoothly during onboarding and beyond.
Embed on-demand videos and interactive walkthroughs for key tasks
Different users have different learning preferences. Some prefer watching a quick video tutorial, while others like step-by-step instructions they can follow. To maximize Salesforce user engagement, offer both: embedded training videos and interactive walkthroughs available on-demand, right within Salesforce.
For instance, imagine a user wants to learn how to create a new contact or run a report. With an embedded how-to video in your Salesforce user help panel, they can click “Play” and watch a 1-minute screencast demonstrating the process. Videos are great for visual learners and can quickly show an overview of a task. Alternatively, an interactive walkthrough can take the user through the task live in their own Salesforce screen – highlighting where to click and what to enter, one step at a time. In the transcript of our expert session, the presenter shows that users could either watch a video or call on an assistant for a step-by-step guide when learning how to create a contact, depending on what they prefer. Providing these options engages users by letting them choose their learning style.
Embedded videos and guided walkthroughs within Salesforce mean the user doesn’t have to leave the application or switch to a training site. Everything they need to learn a task is at their fingertips, on the same screen where they’ll do the work. This continuity reinforces learning — after watching the clip or completing the guided steps, the user can immediately perform the action themselves in the system. Such in-app training design drastically shortens the time it takes for a user to go from learning to doing.
Importantly, interactive walkthroughs aren’t just static tutorials; they respond to the user’s actions. As the user clicks through each step, the guide can mark steps as complete or even alert them if something changed (for example, if a button moved or a field was renamed since the guide was created, a smart assistant could notify the user of the discrepancy). This dynamic guidance ensures that the training content stays accurate and trustworthy. Studies have shown that interactive walkthroughs yield higher product adoption and even result in fewer support tickets compared to static documentation. In short, when users can learn by doing with real-time feedback, they become proficient faster and with less need for help.
Provide AI-powered, real-time assistance (chat and navigation help)
Even with great training content, users will sometimes have questions like “How do I do X in Salesforce?” This is where embedding an AI-powered assistant or chat within Salesforce can take user engagement to the next level. Modern digital adoption platforms (and Salesforce’s own Einstein bots, for example) allow you to set up a help chatbot or guided search that understands user queries in natural language. This means when a user is stuck, they can type a question right inside Salesforce and get an instant answer or suggestion, rather than calling support or leaving the app to search Google.
Imagine a salesperson types into a help chat: “How do I create an Opportunity record?” The AI assistant can instantly respond with the steps or even offer to open the interactive walkthrough or video for creating an Opportunity. In our example scenario, the ClickLearn User Experience panel included a chat prompt where a user asked “How do I create an opportunity?” and the system returned the relevant recorded guide, ready to walk them through it. This kind of AI assistance acts like a virtual coach on standby for your users.
The benefits are significant: Users get immediate answers in the flow of work, which keeps them productive and engaged. They don’t lose focus by hunting through manuals. New hires ramp up faster because they can ask the system basic questions any time. Even experienced users benefit when they forget a seldom-used process — instead of guessing and potentially making mistakes, they can confirm the correct steps via the chat assistant.
AI-driven in-app help can also often navigate the user directly to the right screen or highlight the correct button, further reducing friction. It’s like having a personal Salesforce tutor available 24/7 for every team member. From the admin perspective, this reduces the support workload on your helpdesk or IT team. If users can self-serve their “How do I…” questions with an intelligent helper, they’ll file far fewer support tickets. Overall, adding a live chatbot or contextual help search boosts user engagement by empowering users to find what they need instantly, creating a smoother, smarter user experience.
Improve data quality and reduce support tickets with smarter UX
Better user engagement isn’t just about happier users – it also leads to tangible improvements in your Salesforce data and a lighter support burden. By implementing the above in-app training and support strategies, you encourage users to follow the correct processes and input data properly, which improves overall data quality in the system.
For example, if your Salesforce onboarding guide for new users shows exactly how to fill in required fields on an Account record (and explains why each field matters), those users are far less likely to skip fields or enter incorrect information. Contextual cues can even validate data entry (ensuring a phone number is in the right format, for instance) or remind users of mandatory next steps. When every user is guided to do things the right way, your Salesforce data becomes more consistent and reliable.
At the same time, a well-designed in-app user experience with ample guidance drastically cuts down on confusion-based support requests. How many times have users submitted help desk tickets for basic “how do I create X?” or “where do I find Y?” questions? With on-screen assistance and tutorials, users can resolve these on their own in seconds. One goal of a user experience panel or digital adoption tool is exactly that – to make the application so easy to navigate that users don’t need to file a support ticket for routine tasks. In fact, organizations that adopt interactive, guided training report significantly fewer “how-to” support tickets from end users. This frees up your Salesforce admins and support staff to focus on more complex issues rather than re-explaining basics.
By reducing user errors and questions, you also build user confidence. People trust the system more when it consistently helps them succeed. This positive feedback loop means higher Salesforce user engagement: as users feel competent, they use the platform more fully, explore new features, and become power users over time. In summary, investing in a smarter in-app UX and guided training is a win-win: better data, less support firefighting, and more engaged, proficient users.
Encourage engagement with an interactive user experience
When you embed training and assistance directly into Salesforce, you transform it from a complex system that users must learn into a friendly system that teaches users as they go. Engaged users are the cornerstone of any successful Salesforce rollout – they log in regularly, make full use of features, and enter quality data that drives business results. By using in-app guidance, personalized notifications, videos and walkthroughs, and AI assistance, you create an environment where Salesforce user engagement thrives and onboarding new users is frictionless.
Implementing these best practices doesn’t have to be difficult. Many of these capabilities can be configured with clicks, not code, by Salesforce administrators or via third-party tools like ClickLearn. The payoff is a more self-sufficient, skilled user base and a more efficient organization.