Lila Giuili

Doc is Dead! How Walkthroughs Changed Salesforce’s Content Strategy

Customers no longer have the patience to read online help or user guides. To help customers better understand why they should use a variety of features, and renew their subscription-based apps, Salesforce conducted research to determine the content types that engaged customers most. The result—Salesforce changed its content strategy.

In this session, you’ll learn:

  • What types of interactive content we’re creating at Salesforce
  • Why Salesforce moved to interactive content over documentation
  • How a large company changed its content strategy and how customers responded


Lila Giuili is a Staff Technical Writer at Salesforce. For almost a decade, Lila has been developing user assistance and training programs that empower customers to achieve their goals. Lila has presented at the Intelligent Content Conference and CIDM Content Management Strategies/DITA North America.

Co-Presenting With

Gavin Austin