Brief Overview

Discovery is a versatile tool with several configuration options. Depending on your needs, some additional data integrations may be necessary. Follow the guide below to make sure you're maximizing Discovery's value for your needs.

WalkMe Discovery

Data Collection Settings

Once Discovery is activated for data collection, you'll have access to Discovery settings in the WalkMe Console.

WalkMe Discovery: Settings Page

How It Works

Step 1: Identifying users

To identify the users of applications, set the Data Collection Settings to Identified users.

Why identify users?

By default, WalkMe hashes and de-identifies end user details (email address), but there are multiple reasons you may choose to identify your users:

• View application usage by department or another organizational attribute
• View the specific users of applications and their role types
• See the application spend associated with departments
• Identify specific users who may not need their licenses

This helps you make smarter, data-driven decisions about your digital adoption strategy based on how people use applications.

Am I allowed to identify the users?

Seeing users of an application is a common practice, available to specific people in your organization for typical business purposes, for example:

• Provisioning users in SSO or IDP tools like Okta or Azure
• Running usage reports from SaaS providers like Salesforce or Confluence
• Looking at user contact info in apps like Slack or Workday

If you want the benefits of identifying users but aren't sure about permissions, review:

• Seeing Department and Role information for anonymous users (link needed — flagging this reference as incomplete in the source)
• Controlling who can view user details: select Settings, then Permissions

Step 2: Adding "Department" and "Role" attributes

Why add Department and Role attributes?

By importing data from your employee directory (Workday, SuccessFactors, and others), you can see:

• Which departments are the primary users of an app
• All the apps used by a population, such as a department, cost center, or geography
• The role types or job titles of people using specific applications
• Which departments spend the most on software

The product currently supports one organizational attribute and one end-user attribute, typically Department and Role Type, though you can define these as whatever you like.

To segment your data based on org structure and roles, you have two options:

1. Import data from a directory like Workday, SuccessFactors, or another employee directory
2. Use your existing WalkMe integration with IDP, such as Okta or Azure
   • All IDP providers WalkMe supports in general are supported by Discovery

Should I do an import or use IDP?

• Import a CSV
  • The data is often more actionable; you can choose from several types of departments, org attributes, roles, or job titles
  • It's often more intuitive for how you think about your organization's structure
  • Since it's a one-time import, it's more of a snapshot of your employee base at the time of import and needs periodic updates
• Use IDP integration
  • Most customers who use IDP only capture user info on a limited set of apps, so you likely won't get all your users
  • IDP-integrated attributes are often limited; for example, you may not have a Department field available
  • IDP attribute values like Department can be hard to act on, since many customers have hundreds or thousands of department codes

Best practices

We recommend doing an import if possible, since it gives you more options for segmentation.

You can use attributes other than Department and Role. Some customers choose:

• Department (many types often exist)
• Business unit
• Geography
• Cost center
• Employee codes
• Management structure
• And more

Consider a few cases of the actions you might take based on the data, and which fields you'd need from your employee directory to categorize users.

You can access the import CSV in the Users page.

WalkMe Discovery: Users

What you need to know about the CSV

• Email is required to match to the users we identify
• Department can be any attribute from your directory, letting you:
  • See all applications used within that segment of the population
  • See the costs associated with those applications when you bring in license data
  • Filter application users by one or more segments

• Role can be any attribute from your directory, letting you:
  • Filter application usage by a user attribute
  • Pull in job titles, role types, manager information, geography, and more

How do I get this data?

• Review your employee directory and decide which attributes matter for application analysis
• Let your HR tech or IT team know why you need an export from the system
• When you get an export, format it the same way as the CSV template
• For questions, contact WalkMe support

Step 3: Adding license information

Why add licenses information?

Entering license amounts and costs into Discovery helps you make software investments more efficient by:

• Realizing the value of unused or underused licenses
• Identifying areas to cut costs on specific software applications 
• Consolidating tools used across different teams 
• Reallocating licenses instead of buying more

It's best to share this information after Discovery has run for a few weeks, since unique app IDs are assigned to everything in your system by then. You can track as few or as many licenses as you'd like and keep adding information over time.

Should I input license info directly into the licenses dashboard or import a CSV?

Once Discovery has run for a few weeks, each identified app gets a unique ID. At that point, you can input license amounts and costs directly into the licenses dashboard table, or export a CSV with a line item for each identified app.

If you already have license information for a few apps and want to see utilization and potential savings right away, add the information directly in the table. You can edit license info or add it for more apps at any time.

If you don't have license information yet and want to gather it for all your apps, it may help to export the CSV and share it offline with your team. Update the CSV with license information, then re-upload it into Discovery.

If the CSV is only partially complete, the dashboard shows partial data. For example, you can include license amounts without costs, though costs won't display. App name and app ID fields are used for identification and aren't editable.

Which apps support license type analysis?

When entering info directly in the table or reviewing the CSV template, you may notice that some apps support license type analysis.

Apps with a check mark in the UI already support license type analysis, based on previous research and ongoing learning. WalkMe identifies license types based on the URLs, actions, and buttons interacted with, such as submit or cancel.

Apps listed in the CSV also show an indication for license types.

If an app doesn't appear in the UI or CSV, it's most likely homegrown. Contact WalkMe Support and include your WalkMe contact, and WalkMe R&D will add it.

• If the app has one license type, it's supported out of the box
• If the app has multiple license types, WalkMe will work with you to define identification rules (specific URLs visited, create/edit/save buttons, and similar) and R&D will configure it on their end

How do I get license amount and costs data?

• Reach out to individual app owners
• Consult your procurement or IT teams

Step 4: Defining who has access to Discovery

Why define permissions for Discovery?

For anyone to see the data, there needs to be at least one designated admin. That person invites other users with varying permission levels. For new customers, the admin is defined based on the first contact listed in Salesforce. For existing customers, all existing WalkMe admins get Admin permissions to Discovery upon activation. After activation, admins define additional permissions or add users from their teams.

Which permission levels are available?

Define dashboard-level access per WalkMe user:

• Apps
• Departments
• Users
• Licenses

You can define permissions and access in Discovery Settings.

WalkMe Discovery: Settings Page

Summary: Action items

While Discovery collects and aggregates your data, it's best to be proactive and:

1. Verify data collection settings: Identified vs. Hashed, Departments
2. Generate an employee details CSV
3. Gather license amounts and costs
4. Define user permissions for Discovery