WalkMe – More than a walk through

[gareth_cahill]

It's common knowledge by now that the Concur User Assistant (CUA) is powered by WalkMe and that there are two versions of the CUA - Standard and Custom

Standard content that has been pre-built by SAP Concur that your users can access via Explore Interactive Help from the Help menu or other on-screen prompts.

 

Custom built content which has been built specifically for your entity either internally, through a Partner, or with an SAP Concur project team.

A lot of the time it can be viewed that the CUA only provides Smart Walk Throughs (SWT) where users are guided through a particular process through step-by-step on-screen prompts, or with Smart Tips where users can hover over an icon and can view further details.

WalkMe has more potential than this. A lot more.

The example that I am going to focus on in this article is one that has come up on a few projects - Users entering credit card expenses as cash expenses.

You know the scenario - a user may not always have the patience to wait for the credit card provider to process the expense, for it to be sent to Concur and then released to the user to add to a claim/report (*). This can lead to a reconciliation irregularity and the need for the accounts/finance team to perform reversals etc. to bring everything back into line.

 (*) I use UK English, where an Expense Report is more commonly known as an Expense Claim

I'll take you through the steps on how you can modify the user’s behavior when building your own custom content.

Step 1

Create a Launcher that will sit on top of the Add Expense button inside a report.

This will end up becoming an invisible Launcher, so that users will not actually realize they are clicking on it to begin with. But, for the purpose of building and testing it is best left visible so we can see what we are doing with it.

Step 2

Create an Automatic Smart Walk Through that will always take the user to the "Available Expenses" tab of the Add Expense to Report popup. What can happen is when a user clicks on the Add Expense button, the pop-up defaults to the last used setting, which can sometimes be the "New Expense" tab; Users then just go on to create the new expense rather than taking a look at what they have available.

The aim here will be to mimic Concur's normal behavior - the SWT will need to have two Auto-Steps

1. Clicking the "Add Expense" button on behalf of the user.
2. Clicking on the "Available Expenses" tab

Step 3

Connect the newly created SWT to the Launcher

 The overall flow will look like this:

User clicks on invisible launcher -> Launcher triggers SWT -> SWT clicks on Add Expense -> SWT clicks on Available Expenses

Step 4

Once you are happy with the testing, you can then make the Launcher invisible by selecting Edit on Page:

And then selecting the ghost icon:

Don’t forget to Save!

You can, of course, take it a further as the above method doesn't stop uses navigating to the New Expense tab. This is where you can in components to actively warn users against making cash expense entries where they should use what is in their Available Expenses.

Step 5

Here you can employ another invisible Launcher on the New Expense tab.

As before, it remains visible so you can see it for testing and building out the solution.

Step 6

This Launcher will kick off another Smart Walk Through - This time however you can start with a popup for the user to warn them.

 

Step 7

Add an auto-step to click on the New Expense tab for the users who are making a genuine cash expense entry.

As before, once you are happy, don't forget to make the New Expenses Launcher invisible!

Every time a user then clicks on, what they believe to be the New Expense tab, it will kick off this SWT and they will receive the warning that you have written.

Of course, the above is just an example - the wording that you can use is very much up to you.

Overall, this is just a small sample of what you can achieve with a customized WalkMe solution.