WalkMe vs. Salesforce Flow

I ran into a new problem recently while helping a client implement WalkMe on the Salesforce campaigns function.  I haven't seen it discussed much but it runs across all Salesforce deployments:

Should we fix the end-user's issue with WalkMe or with Salesforce Flow?

Overlapping Functions

• At the surface level, this was the overlap driving the question:  both WalkMe and Salesforce Flow can create / place a button on the screen that prompts the user through a task.  "Update Campaign Call Status", let's say.
• The Salesforce concept was a single modal that would change as the user clicked through it.
• The WalkMe concept took users through different screens within Salesforce.
• So we have more than one way to help our users.  This is a good problem to have!
• Where do we go from here?

Strengths / Weaknesses

• There are things WalkMe can do that Salesforce Flow cannot:
• Contextual Guidance (SmartTips) are more flexible, containing images, links, etc.
• Automated Walk-Thru guidance can point to any element on the screen.
• (I could go on all day here).
• Likewise, there are many things you can do in Salesforce Flow that you can’t do in WalkMe:
• Running flows on a schedule that are doing background database-level manipulation..
• Queries, record creation, Customizing the contents of a modal based on xyz factors that are not visible on the screen…
• Etc

How to Solve

• Step back a bit and get all the parameters we can for what we're trying to solve.
• First, do we know we need some functionality that’s only available in Flow?  If so, there you go.
• On the other hand, are we really just trying to guide the user through a process, the functionality of which is all currently accessible via the UI?  
• In that case, we lean towards WalkMe.

Speed

• What is the Salesforce software delivery cadence in your org? Many Salesforce DEV teams I encounter release only every month or every few weeks.  
• What would be the lead time for a solution in Flow?  Do we have developers ready to jump on it or do they have a backlog a mile long?
• Same questions for our WalkMe team.  Note - WalkMe has capability to develop, QA, push guidance to PROD immediately.
• Whether your org is comfortable with that is another issue.

Requirements

• How firmly do we know "ALL THE REQUIREMENTS" (tm) of the business process well enough to document them for a Salesforce developer?
• If we don't have these, we may lean towards WalkMe.
• In our case, when we tried to develop the documents for Flow, we quickly bogged down. YET an end-user had created a video showing peers what they needed to do.
• I often tell clients — if a user called you on the phone and asked how to do this, what would you tell them?  Start somewhere, there's your Walk-Thru.

Short-Term vs. Long-Term

• Finally, don't rule out the ability of a short-term vs. long-term solution...  
• You may look to use WalkMe to quickly improve the situation to guide users.  
• Then leverage analytics and feedback to see if it makes sense to code something different in Salesforce flow at a later stage.

More Learning

• Most of my audience is familiar with WalkMe.  So here’s a bit more about Salesforce Flow Builder.
• Trailhead Course:  https://trailhead.salesforce.com/content/learn/modules/flow-basics/meet-flow-builder
• Help Article:  https://help.salesforce.com/s/articleView?id=sf.flow_builder.htm&type=5

Just Me?

• What do you think?
• Have you run into this in your org?
• What other considerations are there?