Best Practices for Unaric Guide Authors

empower users with embedded, contextual guidance right where they work guide authors are the people behind the in app experience curating, creating, and maintaining the content that helps salesforce users learn, perform, and grow without ever leaving the platform 🎯 the goal deliver the right information, at the right time, in the right place to create confident, capable users and a better customer experience for end users faster access to accurate information fewer errors and support requests improved confidence and productivity always up to date, relevant guidance for the business continuous learning and adoption measurable engagement and sentiment improved data quality and compliance sustainable, business owned enablement 👩‍💻 who are guide authors? guide authors are the domain experts, process owners, and champions who translate business knowledge into contextual help they might be salesforce admins & super users learning & development teams trainers & process owners product managers or communications leads their mission is simple make it easy for users to find, understand, and act on the information they need without leaving salesforce 🧩 the guide author’s role guide authors curate content, not just create it they track down and organise relevant content from across the business make it meaningful, contextual, and concise publish it directly in salesforce as embedded guide topics , reading lists , or targeted alerts respond to user sentiment and feedback continuously refine and update guidance as processes evolve “it’s more important to know where to look and who to ask than to know everything ” 🔄 content curation step by step define a goal – what task or problem are you solving? identify topics – which pages, users, or roles need help? seek sources – reuse existing content wherever possible sense making – filter, simplify, and adapt share – publish contextual, bite sized guidance directly in salesforce like a museum curator, a guide author creates a purposeful, coherent learning experience one help topic at a time 🧠 context is king every piece of content should reflect the user’s who, what, when, where, why, and how context example who role, persona, language, competence what page, object, field, section when/where data driven filtering (ddf), record context why/how bite sized content, links to learn more embedding help in context keeps users in flow learning while doing 💡 7 keys to success start with quick wins on high traffic pages be concise opt for “useful now” over “complete later” make it contextual (role, page, data) keep it relevant—retire or update stale content delegate with light governance (owners & slas) improve continuously from feedback and analytics monitor → analyse → prioritise → iterate 📊 continuous improvement use user analytics dashboards to see what content users engage with, what’s missing, and how sentiment changes over time best practices capture and act on user feedback communicate updates and celebrate wins reward contributors and champions share monthly adoption insights ⚡ quick wins for new guide authors start with high impact pages like lead, opportunity, or case embed “how to” or “hints & tips” guides link to existing policies or training docs use guide alerts for important changes or compliance reminders encourage “was this useful?” feedback to prioritise improvements 🌍 multi lingual & localisation unaric guide supports multi language and real time translation, ensuring users across regions have the same high quality experience ✅ success looks like for users intuitive, fast, valuable, and indispensable help for the business proven adoption, measurable impact, and continuous learning