Replacement of WalkMe with Cornerstone Guide for In-app Guidance
With the July ’24 release, we are migrating our in-product support from WalkMe to our own Guide tool. Guide provides the same helpful information and guidance but with a new look and feel.
Before
After
Implementation
Through a phased rollout, the out-of-the-box WalkMe content is disabled, and Guide content is enabled. For SL4 and GovCloud (IL4) customers and customers who previously disabled the out-of-the-box WalkMe content, Guide content is automatically disabled.
Rollout Schedule
Guide will automatically be enabled in portals per the schedule below and only in portals that already have WalkMe. Guide will not be enabled for customers that opted out of WalkMe.
| Date | Enablement Step |
|---|---|
| June 26, 2024 (UAT 1 Deployment)* | Guide is enabled in Stage environment |
| July 3, 2024 (UAT 2 Deployment)* | WalkMe is disabled in Stage environment only |
| July 26, 2024 (Release Deployment) |
Guide is enabled in Pilot environment Guide is enabled in AU and JP Production environments |
| July 30, 2024 | Guide is enabled in EU Production environment |
| August 2, 2024 | Guide is enabled in UK Production environment |
| August 7, 2024 | Guide is enabled in US and LAX Production environments |
| August 9, 2024 | Guide is enabled in all remaining environments |
*WalkMe and Guide in-app support may appear simultaneously in Stage between June 26 and July 3.
Considerations and Exclusions
The following considerations apply to Guide’s implementation:
- The migration to Guide can be validated in Stage portals during UAT.
- The in-product support content is not changing. The same content is available following the migration.
- In-app guidance text is only available in English (US).
- Guide uses browser cookies but does not capture any personal information.
- In-app Guide content does not appear to end users. It only appears on administrator-facing pages.
- The standard support Guide text cannot be customized.
- There is a possibility that WalkMe and Guide in-app support will appear simultaneously for a short time.
- Customers can contact GCS to disable the out-of-the-box Guide content. For customers who previously disabled out-of-the-box WalkMe content, Guide content is automatically disabled.
- Customers who originally opted out of WalkMe can submit a GCS ticket to enable Guide in their portal.
- Customers who have their own WalkMe license and use that for end user support are not impacted and can continue to use WalkMe.
- Because Guide uses a third-party cookie, Guide will not work in Incognito or Private browser modes or if the browser is configured to block third-party cookies.
- To ensure Guide support appears for their administrators, organizations should work with their IT teams to add the following URLs to their list of safe-listed URLs, similar to how URLs were safe-listed for the WalkMe in-product support: