Considerations for Creating In-App Guidance

Environment

If your company has purchased Enablement, purchased Enablement Partner Relationship Management (PRM), and has created an Experience Cloud site built with Aura templates, an Environment dropdown is available in the In-App Guidance Builder header. Specify whether you’re creating in-app guidance for Lightning Experience or a supported Experience Cloud site. To see sites in the Environment dropdown, make sure you have the appropriate permission or access. See Permissions for Creating and Accessing In-App Guidance.

Prompt Location in Lightning Experience

To ensure that a prompt reaches your users where they need it, select the best combination of page and app from the Prompt Location dropdown. For some location options, go to the page or app, from within In-App Guidance Builder, where you want to create the prompt.

These options are available for a prompt in Lightning Experience.

In Lightning Experience, you can add prompts on these pages.

• Object record pages
• Object home pages
• New, Edit, and Clone record pages, including windows

For record pages, you can add a prompt to a record page type, but not a specific record. The prompt takes users to record they can access. If a new or cloned record page has multiple record types, you can specify whether the prompt appears for all record types or a specific record type.

If you try to add a prompt to a Task record page that uses split view, the prompt appears on the Task home page instead.

You can’t select global action windows for creating targeted prompts. The targeted prompts that are created on global action windows appear as floating prompts when users view an in-app guidance.

Prompt Location in Experience Cloud Sites

These options are available for a prompt in an Experience Cloud site.

Prompts are compatible with most record type pages, except Account.

Custom Theme Color

For prompts in Lightning Experience, you can customize the color theme to align with your Salesforce org or app’s colors. Select from up to four suggested colors, based on the Themes and Branding or Lightning App Builder settings.

• Brand color
• Page Background color
• Global Header Background color
• App brand color (if the app has a custom theme)

The color you select is adjusted for accessibility, if necessary. To ensure that the prompt’s text remains visible with the selected color, preview the prompt.

There are a few other considerations about how theme color is applied.

• In a walkthrough, the color you select for the first step applies to all steps.
• The custom theme color applies only to the custom in-app guidance you create, not to content that Salesforce provides.
• Microsoft® Internet Explorer® 11 doesn’t support a custom theme color.

For prompts in Experience Cloud sites, In-App Guidance Builder doesn’t provide an option for selecting a custom theme color. Instead, prompts inherit your site brand colors.

Images

Upload or add a URL to a .jpg, .jpeg, .png, or .gif file, including animated .gif files. Animated .png files aren’t supported.

Important When you localize a prompt, Translation Workbench supports only images added by URL. See Considerations for Localizing In-App Guidance.

Keep these tips in mind when adding images to in-app guidance.

Type	Supported Image Positions, Relative to the Prompt Text
	Above	Below	Left	Right
Floating prompt
Targeted prompt
Docked prompt

• For images above or below text, the maximum size is 324 px × 132 px. For images to the right or left of the text, the maximum size is 148 px × 148 px.
• Images are resized to fit and maintain their aspect ratio.
• The maximum file size is 5 MB.
• To represent the image to visually impaired or low-vision users, include alt text.

Tip To ensure that linked images appear correctly, use trusted URLs. Add the Trusted URL in Setup, and select the connect-src (scripts) and img-src (images) Content Security Policy (CSP) directives. Allow cross-origin content on your host server as needed by providing the Access-Control-Allow-Origin response header with the image. For more information, see Manage Trusted URLs in Salesforce Help.

Video

In a docked prompt in Lightning Experience, you can explain more complex ideas with an embedded video. Users can watch the video within the docked prompt, in the expanded docked prompt, or in full screen.

Note You can include an image or an embedded video. If you first include an embedded video and then include an image, the image replaces the video in the docked prompt. If a video doesn’t load, check your browser privacy settings. For example, YouTube provides the Privacy-Enhanced Mode.

To add a video, find the video’s embed code, which varies depending on the video host. For example, here’s what the embed code looks like for a YouTube video.

<iframe width="560" height="315" src="https://www.youtube.com/embed/di6iwHhrH6" frameborder="0" allow="accelerometer; autoplay; encrypted-media; gyroscope; picture-in-picture" allowfullscreen></iframe>

Copy the URL from the embed code’s src attribute and enter the URL for the docked prompt’s Video Embed URL. In this example, enter https://www.youtube.com/embed/di6iwHhrH6.

Tip To ensure that videos embed properly, use trusted sites. YouTube, Vidyard, and Vimeo are trusted websites for In-App Guidance. If videos from other sites don’t appear correctly, try adding those sites as trusted URLs. For more information, see Manage Trusted URLs in Salesforce Help.

The video player actions vary depending on the video host.

Action Button and Link

After you create and save a type of in-app guidance, the In-App Guidance Settings window appears and provides an option to add an Action button or link. In a walkthrough, the action link is available only in the final prompt.

Enter a relative URL or a fully qualified URL with an http:// or https:// prefix. Usually, clicking the Action button or link opens a new tab. If you add a URL for a flow in Lightning Experience, clicking the Action button or link refreshes the current tab.

Schedule

In the In-App Guidance Settings window, the Schedule step includes options for specifying when and how frequently the in-app guidance is available. Use the Date Range options to specify the start and end date you want the in-app guidance to be visible.

To ensure that users understand or take a desired action on the content, show the same prompt or walkthrough multiple times. Specify the number of times to show the in-app guidance and the days in between occurrences. You can show the same in-app guidance up to 30 times, with up to 30 days in between. Consider the date range when deciding how many days between each repeat.

By default, a 24-hour delay applies to all prompts and walkthroughs, including in-app guidance that Salesforce provides, so that a user sees only one prompt or walkthrough per day per app. In Lightning Experience, if a prompt’s location is set to one of the Any App options, then it counts for the user’s delay for that app. You can change the default time delay for all in-app guidance from the Settings window on the In-App Guidance Setup page. See Change the Default Time Delay for Showing In-App Guidance.

Or, choose to ignore the delay for a single prompt or walkthrough by selecting Show when the page loads in the Schedule step of the In-App Guidance Settings window. The specified Schedule still applies, including the start date, times to show, and days in between. A single prompt or walkthrough appears no more than one time every 24 hours, even when you adjust the global time delay or show the in-app guidance when the page loads.

Depending on how users interact with a specific prompt or walkthrough, the prompt or walkthrough continues to appear or stay hidden.

Watching a video doesn’t register as a user interaction.

Note Turning off Custom In-App Guidance from the Settings window on the In-App Guidance Setup page prevents your prompts or walkthroughs from appearing as scheduled. But users can still access prompts or walkthroughs directly by following a URL that you share with them.

Profile and Permission Restrictions

You can specify whether a prompt or walkthrough is visible for everyone in the environment or only a specific group of users. In the In-App Guidance Settings window, the Profiles and Permissions steps include options for specifying restrictions.

By default, in-app guidance has no restrictions, but you can select standard and custom profiles and permissions that you want to apply. Applied profiles and permissions work a bit differently.

• If you apply multiple profiles, the in-app guidance is visible to a user who has any of the specified profiles.
• If you apply multiple permissions, the in-app guidance is visible to a user who has all the specified permissions.
• If you apply multiple profiles and multiple permissions, the in-app guidance is visible to a user who has any of the specified profiles and all of the specified permissions.

You can select up to 10 combined profiles and permissions for each prompt or walkthrough.

Shareable URL

Create a link to a prompt or walkthrough that you can share. In the In-App Guidance Settings window, the Details step includes an option to copy the URL. For prompts or walkthroughs in Lightning Experience, you can also select Copy URL from the actions dropdown on the In-App Guidance page in Setup.

Connect multiple walkthroughs together by using one walkthrough’s URL as the destination for another walkthrough’s action link. If you use the URL as the Action button or link, the prompt opens in a new tab and the walkthrough refreshes the page.

In Lightning Experience, if the prompt or walkthrough is related to a specific record, the URL opens the record. If the user doesn’t have access to the record, the in-app guidance opens a record of the same object type and record type, if applicable. The URL opens even if the user previously viewed or closed the in-app guidance, clicked the Action button, or isn’t a part of the profile or permission set. The URL also ignores all schedule settings. If the in-app guidance is inactive, the URL doesn’t open. If you edit the API name of the record or delete the record, the URL changes.

Note If you turn off Custom In-App Guidance from the Settings window on the In-App Guidance Setup page, users can still access prompts or walkthroughs by following this shareable URL. See Turn Off Custom or Installed In-App Guidance.

Keyboard Shortcuts

In-App Guidance Builder supports these handy keyboard shortcuts for Mac and Windows.

Salesforce Mobile App

In-App Guidance isn’t supported in the Salesforce mobile app.