Overview of the ScreenSteps Browser Extension for Contextual Help

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The ScreenSteps Browser Extension is an add-on to select plans. If you don't currently have access but are interested in adding it to your plan, please reach out to [email protected].

ScreenSteps makes contextual help possible via the ScreenSteps Browser Extension. This way, you don't have to worry about APIs or integrations to give employees contextual help for all the web applications you use internally.

With the browser extension, you can provide contextual help for your Salesforce objects, Netsuite, BusinessWorld, and all of the other web apps you use.

Click one of the FAQs below for more details on what the extension is and how it works.

What is the ScreenSteps Browser Extension?

The ScreenSteps Browser Extension allows you to provide your employees with the information and guidance they need in any web application they access through the Google Chrome or Microsoft Edge Browser.

Who can benefit from using the ScreenSteps Browser Extension?

The ScreenSteps Browser Extension can be used in a variety of scenarios:

  1. A call center can use it to provide contextualized guidance and information to agents who are working in CRM, EMR, scheduling, or accounting software that their agents use.
  2. An operations manager can use the ScreenSteps extension to help employees complete tasks in less time and with fewer mistakes by putting checklists and workflow articles into the areas where they are working.
  3. An organization that is rolling out a new CRM, ERP, or EMR platform can us the extension to reduce training time by providing guidance from within the new software platform.
How do I setup the extension?

The extension displays articles to a user based on Channels. A channel contains a list of articles that will be displayed within a certain context. For example, if I wanted to show specific articles to a user who was on the "Accounts" screen in our CRM, then I would create a channel called "Accounts" and add articles to that channel.

How do I determine which channel is displayed?

In order to display the correct channel to a user we define a combination of a Mapping Pattern and jQuery Selector.

A mapping pattern is a regular expression that will be used to match the URL a user is visiting.

Once a URL has been matched, jQuery selectors are used to "find" (or select) HTML elements based on their name, id, classes, types, attributes, values of attributes and much more.  This can be used to further refine the selection of a channel.

The diagram below shows how Mapping Patterns and jQuery Selectors work together.

Blank Diagram: Lucidchart

Note: Mapping patterns and jQuery selectors can sound a bit confusing. Don't worry. Our team can help you configure your first few channels. Once you see how those are configured for your specific application it is usually pretty easy to create additional channels for that application by just making minor adjustments to the mapping patterns and selectors that were used on the existing channels.

How do I add content for my employees?

Once you have configured your channels then you just add articles to those channels. When the channel is loaded in the extension the corresponding articles will be displayed.

How can I add different content for different users?

For each channel, you can optionally show different collections of articles based on the User Groups that the current user belongs to.

What is the best type of content to add?

Any information that will help an employee complete their work faster and with fewer mistakes will be helpful. Some examples are:

  • Workflows for complex procedures
  • Checklists for simpler procedures
  • Articles containing information that is often referenced while in a certain part of an application (for example a list of approved insurance companies for a medical provider).
Common Questions

Which web browsers can use it?

At this time, it works with Google Chrome and Microsoft Edge.

Can the content change based on who the user is?

Yes. Different articles can be presented based upon the user group the user belongs to in ScreenSteps.

Will it work with a single page app?

Yes. Single page apps are web apps that don't update the URL when you navigate through the interface.

Next Article How to Set up the ScreenSteps Browser Extension for Your Team (For Admin)
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