Troubleshooting

This tab shows each step of the Smart Walk-Thru you are playing. As you progress through the Smart Walk-Thru, it shows the technical details of the steps. Each line represents a different step.

In the image, the small numbers in blue circles represent:

1. Step Type - Regular step, Split step, Popup, Wait For, and so on. In the preceding image, we have a regular step.
2. Step Trigger - Click trigger, Next, Text, Custom, and so on. In the image, we have a "click" trigger.
3. Step Status - If WalkMe is searching for a step's element, you will see a magnifying glass. If you keep seeing this icon, you know the issue is that WalkMe cannot find the selected element. If you see 1 green checkmark, the step has played. If you see 2 green checkmarks, the step has triggered. So, for example, let's say you have a "click" trigger for a step. If you are clicking the relevant element and the next step balloon does not play, you likely have 1 green checkmark for the step. This indicates that the step has played but not triggered. Your solution is to fix the step's Trigger settings.
4. Step Played - This indicates whether a step has been displayed to a user or not. If it has been displayed, it is considered "played."

Click here to view all the possible step type and Trigger icons you could see. There are also SmartTips within the Flow Tracker to support you.

The figure shows the Flow Tracker Steps tab.

The Flow Tracker is how to test if your Smart Walk-Thru Goals are triggering effectively. The flag icon represents Goals.

In the Flow Tracker, before a Goal for a Smart Walk-Thru is reached, it will show 0/1 Goals completed. Once the user completes the relevant action for the Goal to be met, it should show 1/1 Goals completed. If it does not, your Goal is not functioning as expected, and you can look at the Goal info to view which rules need to be adjusted.

Watch the video to know more. Note that the video doesn't support audio.

Here, you can:

• View all of the Smart Walk-Thrus available in the environment.
• Use the Play icon to force play a specific Smart Walk-Thru.
• Expand a Smart Walk-Thru to see all of its steps or play a specific step.
• See any Display Conditions or Auto Play rules to troubleshoot exactly why something may not be showing up as expected.

The video shows the Smart Walk-Thru tab of the Flow Tracker.

Watch the video to know more. Note that the video doesn't support audio.

This tab allows you to:

• View all SmartTip Sets and related Display Conditions.
• Expand a Set to view all individual SmartTips.
• Click the Conditions button to view any Display Condition rules associated with an item
• Hover over the eye icon to view the selected element associated with an item. WalkMe will highlight the element on the screen with a blue box. If the eye icon is crossed out, WalkMe cannot identify the element on the screen.

Being able to view whether each rule for an item is met or not makes troubleshooting much more efficient. The same is true for using the eye icon. You can pinpoint the exact issue to make content function as intended.

The video shows he SmartTips tab of the Flow Tracker.

Watch the video to know more. Note that the video doesn't support audio.

This tab is similar to the SmartTips tab.

Here you can view all of the Launchers in the environment, their Conditions, and whether WalkMe sees their associated element on the screen.

The figure shows the Launchers tab of the Flow Tracker.

On this tab, you can view all ShoutOuts, play ShoutOuts using the Play button, and view their Auto Play conditions.

An additional data point here is that we can see the ShoutOut's Auto Play Frequency: Once, Once Per Day, or Always. This can be immensely helpful during troubleshooting to better understand the expectations for the item.

Instead of, say, closing out of a Preview Mode, navigating back to a ShoutOut, and then opening the engagement parameters to get an understanding of what is expected, you can immediately see how a ShoutOut should be behaving by looking at the Flow Tracker.

The figure shows the ShoutOuts tab of the Flow Tracker.

The Surveys tab has similar functionality, including the Play button, viewing Display Conditions, and viewing Auto Play Frequency setup details.

With the Auto Play Freqeuncy, it is important to remember how WalkMe technically functions. If a Survey was already Auto Played, WalkMe understands that you already saw it, so it could not be showing up for you when you're testing for this reason.

We have introduced a "reset" Auto Play option the Flow Tracker for testing purposes so that you can view the content as if you were a first-time user.

The figure shows the Surveys tab of the Flow Tracker.

Here, you can:

• View all Pages with Engaged Elements
• Expand each Page to view all Engaged Elements on the Page
• View Page Settings and Condition evaluations for all items
• Use the eye icon to view the selected element for an item

The figure shows the Engaged Elements tab of the Flow Tracker.

The Settings tab has five sub-tabs: General, Storage, Custom CSS, Alerts, and Segments. We'll explain each sub tab in its own section here.

The Settings - General subtab provides high level information about which features are enabled/disabled. It also shows the last publish date. Here's a list of all the data points:

• Onboarding Feature: On/Off and if any Display Conditions are set up
• Search Integration: On/Off
• Safe Start Enabled: On/Off
• Live Chat Integration: On/Off
• Help Desk Integration: On/Off
• Widget Display Segmentation: On/Off and if any Display Conditions are set up
• Last Publish Date

The figure shows the General Settings tab of the Flow Tracker.

Based on how you set up your WalkMe content, different data points are stored on the end user's browser. The Storage sub tab allows you to clear those data points so you can experience WalkMe content as an end user seeing it for the first time.

• Reset All Data: Clear any existing WalkMe data stored within your current browser. xxx
• Reset Onboarding Task Data: Temporarily reset the current user Onboarding Task progression in the Menu. This does not reset Task progress for any end users - just you as you are testing so you can check how Tasks are crossing off.

There are in-app SmartTips on both of these items to serve as reminders.

The figure shows the Storage tab of the Flow Tracker.

Do you ever wish there was a way to test CSS before officially putting it into the Editor? Well, there is!

Use the Flow Tracker Custom CSS tab to type in any CSS to see how it looks prior to implementing it in the Editor CSS section. You can see all of the CSS created in the system and make changes.

For example, type in CSS specific to a SmartTip. Then, click Apply to see how it looks!

This will NOT automatically apply the CSS in the Editor. You must go into the Editor and add the CSS for it to be permanent for your item. This is just a quick test for a visual.

The figure shows the Custom CSS tab of the Flow Tracker.

Alerts may appear to provide visibility into aspects of your WalkMe implementation. These may or may not require action on your end.

The figure shows the Alerts tab of the Flow Tracker.

This tab lists any Segments applied to content, and whether or not those rules are being met. Similar to other areas of the Flow Tracker, you can click the Conditions button to view how each individual rule is being evaluated.

This is helpful when troubleshooting why content with a Segment applied may not be appearing - maybe the Segment rules are not being met!

The figure shows the Segments tab of the Flow Tracker.

The Flow Tracker is a robust tool that can increase efficiency and effectiveness of content troubleshooting.

As you progress your building skills, it also helps you as a content creator recognize the different technical details to check prior to getting to the content testing point - now making your building more efficient, too!

Upon reviewing content, the QA reviewer noticed that the Give Feedback Launcher placement blocks the menu when clicking on the Profile icon.

We will need to resolve this issue by using the Z-index option.

The image shows the My Subscriptions page.

Upon opening the Give Feedback Launcher, click the Appearance tab.

The image shows the Appearance option of the Launcher Options.

Go down to the option where it says Arrange Layer Order (z-index), and click the down arrow to expand the section.

The image shows the Arrange Layer Order or z-index ion the Appearance area of the Launcher Options.

Click on the toggle button. It will be off by default and should turn green when turned on.

The image shows the Arrange Layer Order on the Appearance page.

Now, either click Edit on Page within the Arrange Layer Order (z-index) section, or click the Edit on Page button on the bottom left of the Options Menu.

The image shows the Edit on Page option.

You should now see the Launcher you created in context, and the editing window will show your layer order arrangement options. Depending on your situation, select either:

• Bring forward(if your Launcher is being hidden behind a site element when it should not be).
• Send backward(if your Launcher is hiding covering or "on top of" a website element it should be behind).

For our use case here, we would select send backward.

The image shows the Arrange Layer Order tab.

1. Click Select on-screen Element.
2. Click the on-screen Element you want your Launcher to go in front of or move behind.

   Once you click the element, look at the define Z-index value manually section; you should see the Z-index value change automatically (if a change was necessary) to reflect the required Z-index to achieve your desired effect.

The image shows the Select On Screen Element option.

Resolving Z-index issues can be as simple as turning on a toggle for Z-index. You'll notice when you Play the Launcher, it actually sends the Launcher behind the menu now.

In rare cases, you might have to enter a value and play with the number to resolve the issue.

The image shows that the Z-index issue is resolved.

Watch the video to know more. Note that the video doesn't support audio.

The same QA reviewer stumbled across another issue with the What's New Launcher, where scrolling up and down the page caused it to jump up and down.

Let's resolve this by turning on Lock to Element.

Once you open the What's New Launcher, click Edit on Page.

The image shows the New Launcher.

If it is not already on that tab, click on Arrange to reveal the Lock to Element option.

The image shows the arrange tab.

Click the toggle for Lock to Element to activate the feature.

he image shows the toggle of lock to element tab.

Lock to Element prevents the WalkMe item from jumping up and down a screen and will resolve most issues. In some cases, this can also resolve Z-Index issues as well!

This spreadsheet is an example of one way to document tester feedback from a QA cycle. It is very common to adjust this document, or create your own, to fit your organization's needs.