Brief Overview
A WalkMe Knowledge Base (KB) serves as a centralized hub to educate, empower, and streamline collaboration between the Digital Adoption team and the rest of the business. It organizes important information and resources (e.g., standard operating procedures) to support the CoE's communication with the broader organization, helping stakeholders understand WalkMe's value and capabilities.
Getting Started with Your WalkMe Knowledge Base
Why does your KB matter? A well-maintained KB increases transparency, reduces manual overhead, and positions your DAP program as a proactive business partner.
Who creates/maintains the KB? The Program Manager, with contributions from the entire team.
Where does the KB live? For optimal adoption, host your KB on platforms that are already used by your organization (e.g., SharePoint, Confluence, Teams, Google Sites).
What content should your KB include?
- WalkMe Overview: Include an intro explaining WalkMe's role, benefits, and target audiences. A short video or infographic can enhance understanding.
- Common Use Cases: Highlight examples like onboarding, data accuracy, automation, and self-help.
- Request & Feedback Forms: Link forms for submitting new WalkMe requests or giving feedback on current solutions
- Visual Appeal: Make the KB engaging with visuals, charts, and videos. Consider including a "Solution of the Month" or a "Spotlight" section to showcase wins. See Scale Faster with a Solution Gallery below
Expand the selection below to view a recommended outline for your KB.
Sample Internal KB Structure
WalkMe @ [Company Name] – Simplifying Your Digital Experience
Welcome to the WalkMe Knowledge Base! Here you'll find everything you need to understand how WalkMe simplifies digital experiences at [Company Name]. Whether you want to explore our latest solutions, request support, or dive into real results, this is your go-to resource.
Introduction to WalkMe
- What is WalkMe?
-
- Overview of WalkMe as a Digital Adoption Platform (DAP)
- Short video or infographic to explain WalkMe visually
- Why WalkMe matters
- How WalkMe supports organizational goals like improved efficiency, reduced onboarding time, and better software utilization
- Alignment with company initiatives (e.g., digital transformation, employee experience)
- Who is WalkMe for?
- Benefits for all employees, from new hires to veterans
- Targeted examples for HR, IT, Sales, etc.
- How do we use WalkMe?
- 1–3 solution spotlights
- Table of applications with active WalkMe deployments
Benefits of WalkMe
- For you as an employee
- Save time by reducing the need for training and support.
- Get in-the-flow-of-work guidance and automation for day-to-day tasks, so you focus on high-impact work.
- Access real-time support that solves issues quickly, without needing external help.
- For the company
- Improved efficiency across teams.
- Reduced support tickets and costs.
- Accelerated onboarding and adoption of new software and capabilities.
- Increased adherence to policies and best practices.
- Success stories
How WalkMe Helps | Common Use Cases
- Onboarding - WalkMe accelerates onboarding by guiding employees through new systems and processes.
- Data integrity and accuracy - WalkMe includes data validation capabilities to support employees in entering correct data across applications like our CRM, HR portals, or project management software.
- End-to-end workflow completion and automation - WalkMe enables time-saving automations across one or multiple applications and processes (e.g., form submissions, approval workflows).
- Self-help support - WalkMe solutions empower users to troubleshoot issues, complete processes, and resolve queries independently, resolving common problems quickly without needing IT or business team assistance.
How to Request WalkMe
- If you'd like to explore how WalkMe can support your team or product's needs, please complete this short form [link to your intake form], and we'll be in touch!
- If you'd like to provide feedback about existing WalkMe solutions or suggest new ideas to improve workflows, please complete this form [link to your feedback form]. We'll review your request and get back to you.
Resources
- WalkMe Dashboards [link to relevant dashboards]: view these dashboards to get a snapshot of WalkMe content in production, its performance, and more. Note: these links require a WalkMe Editor log-in. Please contact [email address] to request access.
- Digital Adoption Institute: access self-paced tutorials and microlearnings to get familiar with WalkMe capabilities and learn best practices. We recommend completing the Builder I coursework for a full overview of WalkMe. Note: you must have a WalkMe account to access. Contact your WalkMe admin to become a user or for assistance.
- Upcoming Training Sessions
- Information on scheduled workshops or lunch-and-learn sessions to build deeper WalkMe knowledge.
- Past Training Sessions and Solution Spotlights
- Recordings of past virtual workshops and/or Solution Spotlights
Keeping your KB top-of-mind and up-to-date
Promotion Strategy: Actively promote the KB in newsletters, solution spotlights, roadshows, and stakeholder emails.
Maintenance Pro Tip: Dedicate 15–30 minutes each month to review and update the KB so it remains relevant and accurate.
Knowing Your Audience(s)
Beyond your core KB structure and content, consider adding personalized content for three core groups: your DAP team, IT team, and business stakeholders.
DAP Team or Core CoE Team
These are the core delivery and strategy people closest to content delivery – your Program Manager(s), Project Lead(s), Builder(s), or those who hold a combination of those responsibilities. Getting started with an "internal" (DAP Team) part of the Knowledge Base is all about staying organized, aligning on the importance of a "source of truth," and committing to "living documents" that should be iterated on.
Expand the sections below to get tips for how to structure your knowledge base and information for this audience.
Good
Prioritize adding these 3 things:
- Roles & Responsibilities / Stakeholder Map
- List of all platforms the DAP Team is working on and the status of each implementation (table with Platform Name | Status | If Live, Original Go-Live Date | Primary Builders)
- Communication cadence for when the DAP Team meets
Better
Everything in "Good" plus:
Best
Everything in "Good" and "Better" plus the following as you continue to formalize process -
- Mission Statement
- Operating Model
- Project Delivery Flowchart
- New Builder Onboarding Plan
- Admin Rights
- Permissioning & User Permission Management
- Build best practices
- Design standards
- Links to helpful self-service resources/learning tools
IT Team
These contacts are responsible for your deployment policy, WalkMe architecture, and audit preparedness. This section should be all about ensuring your IT team or Enterprise Architects understand WalkMe's architecture and deployment strategy (for both current and future deployments), and where to find important information such as security documents in case of an audit.
Expand the sections below to get tips for how to structure your knowledge base and information for this audience.
Good
Prioritize adding these 3 things:
- Link to comprehensive information on WalkMe security credentials & attestations
- WalkMe architecture & data collected whitepaper (Request from your Customer Success Manager)
- Link to a list of all platforms the DAP Team is working on and the status of each implementation (table with Platform Name | Status | If Live, Original Go-Live Date | Primary Builders) - This should live this in the DAP Team space and be linked into the Technical space.
Better
Everything in "Good" plus:
Best
Everything in "Good" and "Better" plus:
- WalkMe Technical Validation requirements
- IDP/UUID
- SSO
- User attributes
- Deployment methods
- Mass deployment policies
- Integrations
- Segmentation
Business Stakeholders
These are cross-functional people experiencing workflow friction and requesting DAP projects. They may be current or prospective stakeholders who are working with the DAP team to achieve business outcomes. This section should ensure current and prospective stakeholders understand expectations of working with the DAP team.
Expand the sections below to get tips for how to structure your knowledge base and information for this audience.
Good
Include the following FAQs and links to additional information:
1. What can WalkMe do for me?
- List of business objectives WalkMe addresses, common KPIs/metrics WalkMe can impact (by vertical/function)
2. What do you need from me to make this happen?
- Cost from a time perspective (Which people do I need and what roles/responsibilities will they fill? How much time do they need to commit?)
3. What is the SLA/timeline estimate for when I can get live with WalkMe?
- Recommended: Do not commit to specific dates/times. Instead, state a range of dates/times and specify that these are subject to change depending on site complexity, resource availability, business objective, and scope of work.
4. Who should I reach out to, to start the process?
- Reach out to [X] to set up a call.
Better
Builds off the information in "Good" with the following additions (bolded). Major additions are sample success stories, high-level cost model information (if applicable) and a link to a more formalized intake process.
1. What can WalkMe do for me?
2. What do you need from me to make this happen?
- Cost from a time perspective (Which people do I need and what roles/responsibilities will they fill? How much time do they need to commit?)
- Cost from a $ perspective (Does WalkMe cost anything or are the licenses and services covered by a central budget? Is there a chargeback mechanism?)
- Note: Refrain from putting actual $ amounts on your KB page. If there is a cost-sharing mechanism in place, note the process by which the department can work with the program to scope/get a cost estimate.
3. What is the SLA/timeline estimate for when I can get live with WalkMe?
- Recommended: Do not commit to specific dates/times. Instead, state a range of dates/times and specify that these are subject to change depending on site complexity, resource availability, business objective, and scope of work.
4. Who should I reach out to, to start the process?
Best
Everything in "Good" and "Better" plus expansion on the following:
- More comprehensive success stories representing a diversity of value-drivers (e.g. Productivity, Risk & Compliance, Digital User Satisfaction) and more advanced solutions (e.g. AI, ActionBot) - See Scale Faster with a Solution Gallery below
- Additional detail on development cycle expectations & timeline
- Additional detail on time commitments for cross-functional stakeholders
- How to apply to become a "citizen builder" department (department with their own builders)
Scale Faster with a Solution Gallery
After a project is complete, record 2-3 short videos showcasing the most impactful solutions. Host the videos in a “Solution Gallery” section of your Knowledge Base!
A Solution Gallery is an excellent way to scale conversations with prospective Business Owners who are interested in WalkMe on their platform.
See Download Templates & Examples below for a sample deck to start with.
How to structure your solution videos
Always lead with the problem. Get your business stakeholders to think problem-first.
- The problem statement
Example: [Process A] is a long and confusing process, taking [X minutes] on average. With the hiring of [#] new [Audience B] employees in [X time frame], we need to increase efficiency in process completion, to free up time for [X other strategy activity].
- The desired outcome
Example: Decrease total time to complete [Process A] for [Audience B] from [X minutes] to [Y minutes].
- The solution
Here's where you demo WalkMe. Focus on the high-level experience and how it helps the user.
- The solution in WalkMe terms
How the sausage gets made! Example: To create this solution, we used a SmartTip - a field specific tooltip, an invisible Launcher - an invisible button covering the native field and preventing users from continuing until the data is correct….
Download Templates & Examples
Common DAP Use-Cases
Includes slides for discussing use cases with your team, leadership or other departments.
Pro tip: Add your own win stories/solution examples for a comprehensive tool in discussing WalkMe with business leaders who are good candidates for working with your DAP team.
Download here.
A Practical Guide to Showcasing Your DAP Wins
Get a downloadable version of this Knowledge Base template, plus other ways to share your wins and promote your program.
Download here.
