Here are great results from a very basic WalkMe use case.

A client of mine had a problem with their Salesforce users.  Folks were deleting contacts when they shouldn't.

This was an appropriate action in certain instances and would cause data loss in other instances.

This caused headaches for the SME and support team.

So rather than rewrite the business logic or invent other flows to request people look into deleting, we went a simpler route.

We just made users aware of the implications of their action.

When you go to delete a contact, you now get a WalkMe overlay:

How has this worked?

In the last 2 months, it has displayed 328 times with 55 times someone saw the ShoutOut and then said "Wait a minute..  Better not do that." 

About 17% of the time people decide to back off.

Now, this isn't a fancy / expensive "AI Agent".

This is taking a piece of your SME's brain and offloading that issue / response directly onto the app.  And from there it's running day and night and you don't have to worry about it.

Let's talk a bit more about HOW we did this.

1. We went back and forth on the ShoutOut for a bit.  We decided on color - Green is the "Safer" option, cancel.  Red is the more dangerous option, deletes.

2. Next, the targeting.  We needed this solution to be in place for every user EXCEPT for the Administrators, so we created a WalkMe Segment that excluded the Admins:

3. Next, we needed this to pop-up after Delete had been clicked.  You can put the autoplay logic in the ShoutOut itself.  But we got better results by autoplaying a flow that just waits a beat and then plays the ShoutOut.

4. Finally, we had to adjust the autoplay conditions on this flow.  Salesforce is great because there are a hundred different ways to delete a contact.  From a record, from a list view, from a hover menu, etc.  So we had to make this solution work for all these instances.

In conclusion -- don't discount the ability of WalkMe to reduce errors with basic system operations!