In ScreenSteps, you can include multiple images in one step. You probably only need multiple images in a step about 10% of the time, but it's handy to be able to have two images side-by-side when you need it.

While we were at Dreamforce, we heard a lot of buzz about a web app called WalkMe. Several folks asked us whether our product, ScreenSteps, and WalkMe did the same thing. So I downloaded a trial of WalkMe and installed it on my Salesforce Dev account to see what it does. 

The best kind of help documentation anticipates questions and problems that your users will have, and then makes the answers available right when your users have them. 

So making contextual help available to your users right in Salesforce can be a powerful tool when you're trying to improve how your organization uses Salesforce - but if it's not done right, it can leave you with the same hum drum results your PDF guides get as they continue to sit in the shared drive.

Here are a few things to consider as you create contextual help articles.

One of the most time consuming parts of a Salesforce Admin's job is answering emails from users with questions like "How do I log a case again?" and "What do I do with a duplicate again?"

Fortunately, this is also the easiest type of inbox filler to drastically reduce. Here are 3 tips for answering your Salesforce users' questions without having to actually answer your Salesforce users' questions:

Just the other day, I was forwarded an email from a friend whose colleague was in quite the predicament:

We are in the process of implementing Salesforce, but before we can roll it out organization-wide, we need to document how our staff members will use the system so that everyone is on the same page and data is entered and used consistently - unfortunately the consultants we engaged to handle the install have no materials to share.

Does anyone who uses Salesforce have documentation they can share with us? 

In November we spent a lot of time talking to Salesforce customers and consultants at Dreamforce '13.

Here is what we found:

1. The majority of consultants deliver some form of documentation to their customers.
2. Word or PowerPoint files are the most common format for the documentation.

There are two benefits to Word and PowerPoint files: Consultants are comfortable using them and everyone knows how to open them.

But those are the only benefits - the downsides to using Word and PowerPoint to deliver your Salesforce documentation are HUGE!

In my recent eBook, "The Pragmatic Guide to Training and Onboarding Salesforce Users in Your Nonprofit," I talked about creating road map documentation to train and onboard Salesforce users. I wanted to provide some follow-up material that would go into a little bit more detail about how Admin, Super Users, or Trainers could create a documentation site that organizes road map documentation.

What can you do with a documentation site?

There are several reasons to create your own documentation site: you can easily organize content, your users can easily search for content, you can manage version control... the list goes on. But one of the most important reasons is that you can make your documentation incredibly easy to find by putting it right in Salesforce (see image below).

So I'm going to show you 7 simple steps for putting together a Salesforce documentation site, and then how to make that site available right within Salesforce.

This is a follow up article to our previous post, which basically said that if your team isn't reading the Salesforce documentation you are writing, stop wasting your time writing it. 

And that's because Salesforce documentation isn't about getting something down on paper---it is about getting information into the hands (and heads) of the people who need it. Which means that your job doesn't stop after you type your last sentence. It stops when your team is successfully using your documentation to get things done in Salesforce.

So here are some tips to make them WANT to use your documentation, and have them asking for more.