Slide 3: Embedded Learning and SupportLearningGuide’s Technical Consultants embedded the PS content into CIGNA’s SFDC platform in two ways. First, we added the LearningGuide tab to the interface. The tab presents all of the business process and support information within the SFDC interface. Secondly, we provided context-sensitive support within the application. For example, if a SFDC user is on the Opportunities screen, they can click the LearningGuide button to see a menu of options, categorized into Overview (or Concepts), Tasks, and Processes. If the user needs support on a specific task like “Locate an Opportunity”, he or she can click the Locate Opportunity link to see steps, details, or external resources that will help the user locate an opportunity.The LearningGuide Professional Services team used LGM’s single-source authoring, multi-channel publishing capacity to deliver the content as a PDF for use in formal, instructor-led training events or as a reference guide.
Slide 4: Business Process SupportAs part of CIGNA’s effort to develop a unified approach to sales across the organization, LearningGuide’s Professional Services team developed a business process broker that guides the user through the sales engagement process and presents relevant information based on the phases and tasks that the user selects. Users click the phases and task graphics and are presented with links to resources that are located on disparate systems.As with the embedded support aspect of the solution, the content was published to PDF and was used as documentation supporting SOPs across the organization.