How Walkthroughs

Changed Salesforce’s Content Strategy

Doc is Dead!

Customers no longer have the patience to read online help or implementation guides.

To help customers better understand why they should use a variety of features, and

renew their subscription-based apps, the Salesforce Documentation and User

Assistance team partnered with developers to build a new framework in which to

display content on screen. Each “walkthrough” displays interactive content to the right

customers at the right time to drive feature awareness and increase customer

satisfaction.

In this session, you’ll learn:

• What a walkthrough is and how it functions.

• The necessity of walkthroughs over documentation.

• The challenges of building a new content framework.

• How walkthroughs changed the content strategy of a large enterprise company.

• How to rollout a new content-creation tool to product managers, content marketers, and technical writers.

Case Study

Gavin Austin is a Lead Technical Writer

at Salesforce, where he writes everything

from UI text to API developer guides.

Since 2008, he has delivered a number of

highly-rated presentations at Agile2013,

Writers UA, STC Summits, STC Web

Seminars, Blue Shield of California, and

San Francisco State University.

Speakers

Lila Giuili is a Staff Technical Writer at

Salesforce, where she works with

development teams to create effective

user assistance and Web applications that

help customers achieve their business

goals.