---
schema_version: "1"
id: d2a681d874f8861704363cb4e353921ac6682ea6e82eba9b43070b9e22c92c08
title: Tips for Writing Effective In-App Guidance
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/sales/264-0-0/customhelp_lex_prompt_example.md
canonical_url: https://help.salesforce.com/s/articleView?id=sales.customhelp_lex_prompt_example.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 2ae3becdc0f201a579517394fd77c483acfd4406c7ce1a88d4f41d4472b6a2d0
description: Create effective prompts and walkthroughs with engaging titles and appropriate resources.
products:
  - Sales
  - Sales Enablement
release: "264"
---
# Tips for Writing Effective In-App Guidance

Create effective prompts and walkthroughs with engaging titles and appropriate resources.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available with a limited number of active walkthroughs in: <strong>Essentials</strong>, <strong>Group</strong>, <strong>Professional</strong>, <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available with Enablement, which is available in <strong>Developer</strong> Edition with a limited number of add-ons and with Sales, Service, or Salesforce Platform in: <strong>Enterprise</strong>, <strong>Performance</strong>, <strong>Unlimited</strong> and <strong>Einstein 1 Sales Edition</strong>Editions for an additional cost</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">In-app guidance in Experience Cloud sites with Partner Enablement requires an Enablement add-on license and <a href="https://help.salesforce.com/s/articleView?id=slack.prm_support_license_template.htm&amp;language=en_US" target="_blank">supported PRM add-on license</a>.</td></tr></tbody></table>

For use cases, benefits, and caveats of each type of prompt and walkthrough, see [Types of In-App Guidance](https://help.salesforce.com/s/articleView?id=sales.customhelp_iag_types.htm&release=264.0.0&type=5 "Select the appropriate type of in-app guidance depending on the support you want to give to users and the environment that you’re working in."). Also, check out the [User Engagement](https://trailhead.salesforce.com/en/content/learn/modules/user-engagement) module on Trailhead.

## In-App Guidance Examples from AppExchange

For examples of different types of in-app guidance in Lightning Experience, you can install packages from AppExchange.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d2393e136">Use Case</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d2393e139">Packages You Can Install</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d2393e136 ">Example prompts</td>

            <td data-label="Packages You Can Install" class="slds-cell-wrap" style="vertical-align:top;" headers="d2393e139 ">
              <ul>
                <li>
                  <a href="https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000FMl0mUAD" target="_blank">In-App Guidance: Boost Sales User Productivity
                    in Lightning Experience</a>
                </li>

                <li>
                  <a href="https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000FMi5uUAD" target="_blank">In-App Guidance: Boost Service User
                    Productivity in Lightning Experience</a>
                </li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Use Case" class="slds-cell-wrap" style="vertical-align:top;" headers="d2393e136 ">Example walkthroughs</td>

            <td data-label="Packages You Can Install" class="slds-cell-wrap" style="vertical-align:top;" headers="d2393e139 ">
              <a href="https://appexchange.salesforce.com/appxListingDetail?listingId=a0N4V00000DYB7bUAH" target="_blank">In-App Guidance Walkthroughs: Getting Started for
                Sales Users</a>
            </td>

          </tr>
        </tbody>
      </table>

## Voice and Tone

In general, use a conversational but concise tone when writing in-app guidance. For more voice and tone suggestions, check out these resources.

- [Salesforce Voice and Tone Guidelines](https://www.lightningdesignsystem.com/guidelines/voice-and-tone/)
- Trailhead: [User Engagement](https://trailhead.salesforce.com/en/content/learn/modules/user-engagement)
- Trailhead: [Writing Style](https://trailhead.salesforce.com/en/content/learn/modules/writing_style)

## Titles

Use keywords that emphasize the purpose and value of the feature or process to users. Avoid excessive exclamation marks.

For prompts, format your title with imperative phrases.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d2393e243"><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sales-iag-264-0-0-production-enus/a45c480e-33d8-4e53-927a-228fcd4ff716/resources-global/_corporate/images/checkmark.png" alt="green checkmark"></span> Example Prompt Title with Imperative</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d2393e251"><span style="vertical-align:text-bottom;display:inline-block;"><img style="margin-bottom:0;" src="https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-sales-iag-264-0-0-production-enus/a45c480e-33d8-4e53-927a-228fcd4ff716/resources-global/_corporate/images/crossmark.png" alt="red crossmark"></span> Example Prompt Title with Noun Phrases</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="green checkmark Example Prompt Title with Imperative" class="slds-cell-wrap" rowspan="2" style="vertical-align:top;" headers="d2393e243 ">Create shortcuts to favorite pages</td>

            <td data-label="red crossmark Example Prompt Title with Noun Phrases" class="slds-cell-wrap" style="vertical-align:top;" headers="d2393e251 ">Favorites are a way to create shortcuts</td>

          </tr>
          <tr class="">
            <td data-label="red crossmark Example Prompt Title with Noun Phrases" class="slds-cell-wrap" style="vertical-align:top;" headers="d2393e251 ">New feature: Favorites</td>

          </tr>
        </tbody>
      </table>

For walkthroughs, your title varies with each step.

- The first step of the walkthrough welcomes the user and summarizes the content of the walkthrough.
- The middle steps can be either instructional to describe how to complete an action or conceptual to provide information that helps users understand the use case, benefit, or purpose.
- The last step gives users encouragement for taking the walkthrough.

## Headers (Docked Prompts)

The header follows the title, so use it to indicate to the user what type of information is in the prompt. For example, Important Changes, New Feature, or List View Tips.

## Body Text

Elaborate on the title without restating it. Provide more information about the feature or process, mention the problem that the solution solves, or include common use cases.

Write in a minimal, straightforward style. Include content that’s directly relevant to the current task. Don’t include anything that users must refer to later. Focus on writing content that’s easy to understand and to execute.

Floating and targeted prompts support rich text formatting such as bold, italics, and underline. Docked prompts also support rich text but provide more options, including colors, links, and lists.

For walkthroughs, the body varies with each step.

- The first step of the walkthrough clearly states the goal and the benefits to the user before they start.
- The middle steps provide more details about the process or concept.
- The last step can include next steps or resources to keep the user engaged with the feature

## Media

Keep users engaged, hold attention, or illustrate a complicated subject with optional images. In a docked prompt, optionally embed a video. For image and video requirements, check out [Considerations for Creating In-App Guidance](https://help.salesforce.com/s/articleView?id=sales.customhelp_lex_prompt_consider.htm&release=264.0.0&type=5 "Before creating prompts and walkthroughs, review the options available in the In-App Guidance Builder and In-App Guidance Settings window that determine the behavior of the prompts and walkthroughs you create.").

## Buttons

Keep button names consistent. For the optional Action button, the label indicates where users are going before they click.

 
| Button | Recommended Label |
| --- | --- |
| Dismiss | Dismiss |
| Action | Tell Me More |

The Action button can also link to a helpful resource that’s accessible from their current environment. When choosing a resource to link to, think about content that helps users complete their current task or is part of the call to action. Avoid linking to resources that require more clicking outside, which can take users further from their current environment.

#### See Also

- [Types of In-App Guidance](https://help.salesforce.com/s/articleView?id=sales.customhelp_iag_types.htm&release=264.0.0&type=5 "Select the appropriate type of in-app guidance depending on the support you want to give to users and the environment that you’re working in.")
- [Create Prompts](https://help.salesforce.com/s/articleView?id=sales.customhelp_lex_prompt_add.htm&release=264.0.0&type=5 "Provide helpful content to users where they’re working. Introduce users to new features, draw attention to specific details in their environment, and provide nudges or reminders.")
- [Create Walkthroughs](https://help.salesforce.com/s/articleView?id=sales.customhelp_lex_wt_add.htm&release=264.0.0&type=5 "Connect multiple prompts for a hands-on interactive tour that onboards users or introduces features. Each prompt becomes a step in the walkthrough.")
- [Considerations for Creating In-App Guidance](https://help.salesforce.com/s/articleView?id=sales.customhelp_lex_prompt_consider.htm&release=264.0.0&type=5 "Before creating prompts and walkthroughs, review the options available in the In-App Guidance Builder and In-App Guidance Settings window that determine the behavior of the prompts and walkthroughs you create.")