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1. Install Improved Help

 install the latest General Availability release of Improved Help into your Salesforce org.

Log in to the desired destination Salesforce org as a System Administrator and select the appropriate link for your situation:

Click the link and then check that the installation is what you expect:

  • Correct Org? Does the browser URL on the upgrade page begin with the correct, expected domain address? If in doubt, paste the tail portion of the above link starting from ‘packaging/…‘ into the address bar of the setup page in the target org, replacing all text after the ‘…salesforce.com/‘ domain portion of the URL.
  • Correct package version? Are the versions being upgraded from and to as you anticipate? In common with all Salesforce packages, our products cannot be ‘downgraded’ to previous versions.

When prompted, select the appropriate installation security option for your situation:

  • Install for Admins Only: Controlled roll-out (especially in any Production Orgs);
  • Install for all Users: For product evaluation (typically in Sandbox or Development Orgs).

Please contact us if you are unsure how best to proceed in your situation.

2. Initialise Global Help Settings

Initialise Improved Help global settings, default configuration and tools.

Switching to Lightning Experience, open the Improved Help for Lightning app and from the ‘Welcome’ tab:

  • Initialise Settings: Click this button to create some default product settings, covering areas such as product preferences and branding.
  • Upsert Configuration Tools: to initialise certain Help clickables, such as menu items and tools offered on helped Lightning pages.
  • Refresh the Welcome tab: to see additional in-app help and guidance materials that have now been created, alongside Help Settings tab for accessing additional global options at any time.

 Where Lighting is not available, Switch to the Classic Improved Help app, go to the Help Settings tab and from the Quick-Start sub-tab,  Initialise settings using the button.

3. Assign Licenses to Users

Assign Improved Help Licenses to named-users.

A license is required to use Improved Help. License assignment is managed according to the org and installation type and managed from the Setup Menu – search for Installed Packages and then click Assign Licenses. 

4. Assign Permission Sets

Select and assign Improved Help Permission Sets to users.

Improved Help Permissions are hierarchical, so each user only needs the highest level of the following (don’t worry if you add multiple Permission Sets – Improved Help ignores all but the highest):

  • Helped Users: Can view help content & comment;
  • Help Analyst: As above but can also access Help Analysis mode to view statistics (they also need reporting permissions set at their Profile level);
  • Help Authors: As Above but can also edit help content and view Inactive Help Topics;
  • Help Administrators: As above but can also access Improved Help Setting Page. Profile-level ‘Customize Application’ rights are needed to save Help Settings changes.

Permissons can be managed through Profiles – please contact us to discuss your specifc use cases.

We also ship a Help Diagnostics permission set – not needed for production use, but potentially useful during setup in complex orgs, should any permissioning anomalies arise. This permission set grants access to our ‘Field Level Security Check’ (IHFLSCheck) Visualforce page. Users can be directed to this page to obtain details of the level of permission Improved Help calculates for the logged in user, on the basis of their CRUD access rights (however granted) to Help-related objects.

5. Consider Initial Scope

Improved Help is now installed, initiated and available to deploy, so it’s worth considering implementation approach, as several factors may affect how best to configure help and manage your content, including:

  • Where: are the points of need for help & learning content to be deployed – priority apps, pages, objects, forms, fields…?
  • Who: will interact with Improved Help, as consumers & content ‘Pathfinders’ and curators?
    • Helped Users: the target audience of end-users needing help & learning content? Do multiple groups need dedicated content – by language, internal vs. community, etc?
    • Help Authors: those with domain knowledge who can act as the Pathfinders who will find, create and curate content?
    • App Stakeholders: from teams in business, product, UX, change management & System Administration? 
  • What: content is needed – (and where is it now?) and what needs to be created, migrated or signposted?
  • How: best to deploy and configure Improved Help to deliver the right information to the right people at the right time?

Please contact us for any advice you need on the above – alternatively, feel free to dive straight in to implementing Improved Help for the Salesforce environments that are relevant to your organisation.

6. Add Components to User Experience(s)

Add Improved NoticeBoard components to your Salesforce user experiences.

7. Prepare Improved Help Launch

Whilst Improved Help can be implemented to support a major change program, application rolout project or new release, we recommend starting a small ‘Minimum Viable Product’ approach to implementing Improved Help for a targeted use case – to provide content that supports or enable step-change improvement in a process milestone step, new or complex pages or fields that can affect data quality.

Example use cases include helped:

  • Help Index: for onboarding & Lightning migration – for Salesforce orientation, standard and custom object overviews and key use cases;
  • Form Help: for record edit and creation use cases, including helped Record Type selection, which often drives process automation;
  • Field Help: picklist selection help and naming conventions for free text fields on key records  

8. Review global Improved help Settings

Review Improved Help global settings in the Setup tab and adjust to suit your situation. See Help for Help in the Improved Help for Lightning app for more detail or contact us to discuss your use cases.

That’s it – you should be ready to go-live with Improved Help!

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