Web Assistant Guided Tour Is Empty- SuccessFactors

[sadhanaxr]

We had set up guided tours for SAP SuccessFactors using the Web Assistant tool. We heard back from one of the users that when they click on the 'Help' icon, they only see an empty box even on a page that has guided tour content added.

Can you please provide some methods to troubleshoot and fix the issue?

[former_member53524]

Hi Sadhana,

Check toensure that the guided tours have been published. It can easily be overlooked as authors can view unpublished content in the web assistant but users cannot and sometimes forget to do that final step.

You can see if the guided tours are published either in Manager or if you you go into the page within SF where the guided tour is located, once in edit mode, click the gear and choose the publish content option. Users should then be able to see the content. You can also use the globe icons on the carousel to view what content is published and which is unpublished.

Hopefully that helps.

[sadhanaxr]

Hi Kristina,

Thanks for the response. The user has all the permissions given to other Learners as well.

[sadhanaxr]

Hi John,

Thanks for getting back so quick. There are other users who are able to view the content. Therefore, the issue isn't related to the 'Published' tag. Is there any other check that we can do?

[KristinaKunad]

Hi Sadhana,

maybe you need to check the permissions of the users in the Manager? If some users can see the content, it might be that for those that don't see the content, the access is blocked. It can be either access to the Manager and/or the workarea. Can they see other content or none at all?

Or the browser is blocking the authentication window for Web Assistant. Maybe you can try different browsers?

If nothing helps, please consider opening up a support incident.

Take care,

Kristina