Guides are meant to help a user complete a task in the system by walking them through each step, giving instructions and clear explanations. When creating a Guide, it is important to follow certain parameters to maintain a uniform appearance. Special care must also be given to ensure the Guide will play in any system, regardless of permissions and screen appearance.
Table of Contents:
- Format Guidelines
- Creating a Guide
- Starting a Guide
- Popup
- Redirect
- Step
- Custom Triggers
- JQuery
- Creating a Split
- Refreshing the Editor and Checking for Updates
- Accessing the WalkMe Website and Creating a Customer Support Ticket
- Accessing ID Number
- Play Mode vs. Preview
- Notes
Format Guidelines
- Begin each guide with a popup using the "Title Template (final)" found under My Designs.
- The popup title should be in bold and centered, text size 16 (only for the title).
- Keywords and action words should be in bold in the popup and each step throughout the guide.
- Regular step balloons should use "Step Template (final)" found under My Designs.
- Text should be aligned to the left on regular steps.
- If only using one textbox, use the top.
- Use proper punctuation. The only exception is when the top line of text is not a full sentence (Ex: a title), you may leave off the period.
- Use text color #373737. This should be the default.
- Font size 14. This should be the default.
- Pay close attention when positioning balloons so that necessary elements on the screen are not covered, all of the balloon is visible, the appearance is appealing, and as uniform as possible throughout the guide.
- One line of space separating ideas, steps, or notes.
- Add article links to give the customer additional information or insight.
- When referring to an added article link, use the following format: "For more information on (article topic), please see (hyperlink to article with the article title as the text showing."
Example: For more information on how to revoke employee access, please see Managing Employees. - When adding article links, use the Copy Link option found at the top right corner of Freshdesk (near "Edit"), DO NOT use the URL seen when viewing the guide to ensure customers are able to access the articles.
- Add navigation paths when explaining where else in the system a demonstrated feature is managed or associated.
- When referring to another area of the system, use the following format: "(Item) can be *created, managed, viewed* by navigating to Module / Section / Subsection.
Example: Additional line item statuses can be created by navigating to Settings / Workflow / Line Item Statuses. - Notes should be at the bottom of the balloon, separated by a line of empty space.
Example: Note: Notes should be italicized. The first word after the word note should be capitalized.
Creating a Guide
To create a guide, open up the WalkMe Editor.
1. Click the link icon to sync the editor to the window you have opened up to your test system.
2. Make sure the editor is in Build Mode.
3. The editor should be set to the CoreBridge v3 system.
4. Open up the Guides Folder.
5. Select appropriate folder for the new guide.
6. Click the blue Plus Button.
7. Select Smart Walk-Thru.
8. Title the Smart Walk Thru.
9. Click Continue.
Starting a Guide
The initial process for each step of the guide is the same regardless of which step you are on.
1. Hover your mouse over the orange Plus Button to bring up the balloon menu.
Note: As the guide progresses, you will need to hover over the last step for the orange Plus Button to appear.
You also have the option of adding steps in between already existing steps by hovering your cursor over the connecting orange line.
2. Choose which type of step you would like to insert.
Popup
Each guide will begin with a Popup step that gives the title of the guide and a brief description of the topic to be covered. Popups also include the navigation path.
Example: All Contacts are created and managed in Sales/Customers/Contacts.
Note: By nature, Popups are not anchored to an on-screen element.
Each guide also ends with a Popup stating they have finished the guide.
Example: You have now completed the guide for Creating Contacts.
1. Select the ellipsis in the top right corner.
2. Select Change Design.
3. Choose the Title Template (final) design from the gallery.
4. Add a title, this should be size 16 and centered by default.
5. Add a body paragraph.
6. Choose to display the X on balloon.
7. Select the Next/Done Button.
8. Select Enable Spotlight.
9. Choose the center position for the balloon.
10. Select Done.
Note: You will need to scroll down between steps 7 and 8.
These settings should remain constant after selecting them for the first time.
Redirect
The second step in the guide should be an Action Step that will redirect the user to the appropriate page in their system.
1. Select Redirect from the dropdown menu.
2. Copy and paste the necessary portion of the URL.
3. Select the checkbox that will prevent a redirect if the URL is identical.
4. Click Done to save the step.
Note: The portion of the URL pasted into step 4 should be everything after the word 'net'.
Step
The Step balloon will make up the majority of the guide.
Selecting an Element
Immediately after choosing Step, you will be asked to select the element the balloon will attach to. Make sure you are on the correct page in your system before choosing Step.
Note: When deciding on an element to attach the balloon to, it is important to choose one that will be available in all systems, regardless of package, user permissions, settings, etc. When this is not possible, you will need to create a split.
Step Options
1. Start in the Interaction Tab.
a. Edit balloon design - These should all be set in the default balloon. For reference:
- Text size should be 14.
- Color #373737
- Text aligned to the left.
b. Text Box - Enter the information. If you are only using one box, type in the top.
c. Position -
- Balloon position: This is relative to the element chosen.
- From Top: This customizes the balloon position vertically. To move it down enter a positive number. To move it up enter a negative number.
- From Left: This customizes the balloon position horizontally. To move it left enter a positive number. To move it left enter a negative number.
- Align to Text: This will center the balloon to the text within the element rather than the outside lines of the element.
d. Step Triggers -
- Click Trigger: This one tends to be unreliable. A better option is to set a custom trigger with exactly what you would like clicked.
- Next Trigger: This is the most common trigger.
- Text Trigger: This sets the next balloon in motion as soon as anything is typed.
- Hover Trigger: Hover over an element to trigger the next step.
- Duration Trigger: Set how long you would like to wait before WalkMe triggers the next balloon. To change the time on the trigger, go to Timing Options under the Appearance Tab.
- Refresh Trigger: Next balloon will show following a page refresh.
- Custom Trigger: Set your own trigger based on screen element and action. This will be covered in depth in a separate section.
Note: You can set multiple triggers by following the tip instructions underneath the Step Triggers. This is helpful if you need to anticipate multiple places a user might click.
e. Play - This allows you to check the positioning of your balloon and is available from any of the Step Option Tabs. Make sure to pay attention to appearance. It should be uniform and clean.
Note: When making several changes in a row, best practice is to exit out of this window, then select play from the options that appear when hovering over the step icon. This allows WalkMe to save and update the appearance in between changes.
Note: There are two additional Triggers that are only shown as options when the element the step is attached to is a dropdown menu. They allow you to choose a specific item in the dropdown, or any item in the dropdown as the trigger for the next step.
2. Select Appearance Tab - This article will just cover the most commonly used options under Appearance.
a. Balloon Scrolling: This is helpful when your balloon needs to attach to an element that requires scrolling in order to see. The percentage refers to where on the screen the balloon will appear. In this example, the balloon would scroll to the top quarter of the screen.
b. Skippable - This is a helpful option for elements that are not present in every system. Skipping steps is not always reliable, so best practice is to create a split wherever possible and use the skip as a last resort.
3. Selected Element Tab:
a. Selected Element: Element Grade gives you a good idea whether or not WalkMe will be able to reliably recognize this element when played in any given system.
b. Element Recognition Method: Most often, you will leave this set to Automatic.
- Automatic - WalkMe will automatically find the element on the screen based on your previous selection with no further information needed from you.
- By text - This would be used if you would like WalkMe to specifically look for text on the screen. As there are so many variations from one system to another, this method is not recommended.
- JQuery selector - This should be used sparingly, only when the Automatic function is not able to find the element reliably. Steps for finding and inputting the JQuery selector will be covered in a separate section.
c. Element Attributes to Ignore: This allows WalkMe to find the element regardless of certain characteristics.
- Position - Make sure to check this box as certain elements will be found on different areas of the page depending on the system.
d. Re-select element: This is option is available in any of the Step Option Tabs. If you find that your Element Grade is lower than Good, you may want to find another element to connect your step to by selecting Re-select element and following the same process as before. This is also a helpful trouble shooting step if you find that your guide is breaking during Preview.
4. Done: Select Done to save your changes. This option is available in any of the Step Option Tabs.
Custom Triggers
Setting your own trigger is a great way to control how the guide moves forward, requiring the user to select a specific element.
1. Select the Custom Trigger option
2. Using the dropdown select the method used on the trigger. Most often, Element on screen will be the method used.
3. Reselect element if necessary. This can be done at any time.
4. Select a condition. Most often this will be 'clicked (sticky)' if you want the user to click an element on the screen such as Save.
5. And/Or - Use this if you would like to set multiple conditions on the trigger. The 'Or' option is very helpful for setting your custom trigger to work if the user selects either Save or Cancel in their system.
6. This is another way to add additional conditions on your trigger.
7. Select Done to save your Custom Trigger.
8. You can come back and edit the conditions on your trigger at any time.
JQuery
Occasionally, it is necessary to use the JQuery Selector to attach a step to a screen element. This is not the preferred method, as the code in the system could be changed at any time.
Acquiring the JQuery Selector
1. Right click in your system while on the screen containing the element.
2. Select Inspect.
3. Click on the element selection icon, then click on the screen element.
4. Click on the ellipsis that appears to the left of the highlighted code.
5. Select Copy.
6. Select Copy selector.
Inputting JQuery Selector
1. Go to the Selected Element Tab in the Step Options window.
2. Choose JQuery selector.
3. Click paste in the content box.
4. Select Done.
Note: Occasionally, this method is not successful. When necessary, contact WalkMe support for assistance in obtaining more specific JQuery information.
Creating a Split
Frequently a situation arises in which the guide is required to explain a task or concept in which elements on the screen may or may not be present in a given system based on package, system settings, or user permissions. When this occurs, creating a Split in the guide may be necessary. A Split contains certain conditions or rules that WalkMe is able to recognize and then divert the user down the appropriate path for their own system.
Example: A guide on Sales Goals would have to account for users that have multiple locations as well as users who do not.
Note: It is best to create the split as you are building the guide. It is very difficult to add splits retroactively.
Best practice is to preview the guide in multiple systems as soon as you have the split created, before continuing on with the guide as it is easier to trouble shoot and adjust steps at that point, should it be necessary.
1. Give the split a name. This is important if you have multiple splits in the same guide, as it makes referencing easier.
2. Click on Create Rules. This will open up a second window.
3. Choose a method. Most often, it will be Element on screen. You will need to select the element, so be sure to have your browser on the correct tab.
Note: You can change the element at any time.
4. Choose how to evaluate the condition.
Note: Exists tends to work better than Is Visible.
5. Click the plus button if you would like to add an additional method.
6. Select Done.
7. You may wish to enter notes here as a reminder to yourself of the functionality of the split.
8. Click Done.
Refreshing the Editor and Checking for Updates
When troubleshooting WalkMe, the first place you should start is with a refresh. It is also a good practice to keep WalkMe updated to the most recent version.
1. Click on the person icon to access the WalkMe menu.
a. Refresh Editor
b. Editor Version: Clicking on this will initiate an update if WalkMe is not current.
Accessing the WalkMe Website and Creating a Customer Support Ticket
The WalkMe Website can be found at https://support.walkme.com/.
1. Resources Tab - This is a convenient place to access help. The video library is extensive and covers many different topics.
2. Contact Support - This will require you to sign in before creating a ticket.
Accessing ID Number
When contacting support, they will ask you for the ID number of the Guide you are referring to. You will also need this number to input the guide into Monday.
1. Click on the ellipsis located on the far right of the Guide title in the Guides Folder.
2. Select Copy ID. You can now paste this number wherever it is needed.
Play Mode vs. Preview
There are two ways to check your guide; Play Mode and Preview.
Play Mode - Playing your guide while creating it is a great way to determine the appearance of each balloon and of the guide overall. However, it does not reliably check for element visibility and is not a good way to determine if the guide will break.
1. When you hover over a step, these options on the right will appear. The first one will play the step you are on. From here, you can continue to play the subsequent steps, or exit out.
Note: As mentioned above under Step / 1 / e, you can play a balloon from the editing window. However, this is not always accurate, especially when making many changes in a row. Best practice is to close the window by clicking Done. Then, selecting Play from these options.
Preview - Preview is the best way to check for functionality of your guide. It is recommended to preview your guide in at least two systems upon completion, as well as when creating a split. Make sure to choose systems that have the different conditions set in the split in order to establish functionality.
Note: Testing in your own system, as well as CoreBridge Sign Co is a good practice. You may also use https://bfsupport.app.corebridge.net/ for testing purposes.
1. From the Home screen, select the top checkmark to check all the items.
Note: It is best practice to do this from Home so that all elements will be present in the system you are previewing.
2. Select Preview.
3. Make sure Smart WalkThru is selected.
4. Type the name of the guide in the Search Bar.
5. Select the Play icon to begin the preview.
Notes
Follow this link for more detailed information on Smart Walk Thrus.
https://support.walkme.com/knowledge-base/smart-walk-thrus/