# Diagnosing adoption challenges from user feedback

*Slack Administrator Study Guide · Enabling Slack Success (Analytics and Adoption) · Last updated October 21, 2026 · https://www.certifyforce.com/study-guide/slack-administrator/enabling-slack-success-analytics-and-adoption/diagnosing-adoption-challenges-from-user-feedback*

How to read survey answers and complaints against analytics and pick Slack's documented response: public channels for work hidden in DMs, Workflow Builder surveys, nudging and interviewing pending members, use cases and an etiquette guide, sunsetting an old tool, and measuring AI value against baselined KPIs.

- Certification: Salesforce Slack Administrator
- Exam section: Enabling Slack Success (Analytics and Adoption)
- Study guide: https://www.certifyforce.com/study-guide/slack-administrator

**Official exam objective:**

> Given a scenario, assess user feedback to identify adoption challenges and usability issues.

## What the exam expects

- Diagnose an adoption problem by reading user feedback together with analytics, such as complaints about search alongside DM-heavy usage.
- Choose Workflow Builder surveys to collect sentiment, training needs and time spent searching, which analytics can't show.
- Respond to unclaimed accounts with Notify pending members, interviews and leader-driven momentum.
- Fix a missing "why" with use cases, an etiquette guide and executive sponsor support, and recommend sunsetting a competing tool.
- Measure AI value with baselined KPIs, AI usage analytics, feedback and champion input, and spot retention as the reason AI lacks older context.
- Key terms: **pending members** (invited people who haven't claimed their account); **working out loud** (doing work in public channels so it is searchable); **etiquette guide** (a published best-practice document for using Slack); **sentiment survey** (a Workflow Builder form asking how Slack is working for people); **KPI baseline** (a metric measured before launch to compare against later).

## Key facts

| Fact | Detail | Source |
|---|---|---|
| DM-heavy usage | Siloes information and stifles search; train on working out loud | [Analyze Member Activity](https://trailhead.salesforce.com/content/learn/modules/slack-analytics-and-metrics/analyze-member-activity) |
| Sentiment surveys | Built with Workflow Builder: training needs, search time, app switching | [Analyze Member Activity](https://trailhead.salesforce.com/content/learn/modules/slack-analytics-and-metrics/analyze-member-activity) |
| Notify pending members | Three dots > More message shortcuts, in a public channel with invited members | [5 steps to support adoption](https://slack.com/resources/slack-for-admins/5-steps-to-support-your-teams-adoption-of-slack) |
| After the nudge | Interview pending members; involve department leaders and frontline managers | [5 steps to support adoption](https://slack.com/resources/slack-for-admins/5-steps-to-support-your-teams-adoption-of-slack) |
| Missing why | Use cases, etiquette guide, executive sponsor and department lead support | [5 steps to support adoption](https://slack.com/resources/slack-for-admins/5-steps-to-support-your-teams-adoption-of-slack) |
| Old tools | Sunset deprecated, unsanctioned tools | [5 steps to support adoption](https://slack.com/resources/slack-for-admins/5-steps-to-support-your-teams-adoption-of-slack) |
| AI measurement | Survey or workflow, champions regroup, quantitative plus qualitative summary | [Slack AI adoption guide](https://slack.com/resources/slack-for-admins/slack-ai-admin-adoption-guide) |
| AI and deleted content | No summaries from deleted content; one to two years or more retention suggested | [Slack AI adoption guide](https://slack.com/resources/slack-for-admins/slack-ai-admin-adoption-guide) |
| Slack AI add-on | No longer sold; summaries and huddle notes on all paid plans | [Plan updates](https://slack.com/help/articles/39264531104275-Updates-to-feature-availability-and-pricing-for-Slack-plans) |

## Check yourself

- Why does DM-heavy usage hurt search?
- When should an admin interview pending members?
- What should a sentiment survey built in Workflow Builder ask?
- Why might AI answers lack context from older projects?

## Sources

- [5 steps to support your team's adoption of Slack](https://slack.com/resources/slack-for-admins/5-steps-to-support-your-teams-adoption-of-slack)
- [Analyze Member Activity](https://trailhead.salesforce.com/content/learn/modules/slack-analytics-and-metrics/analyze-member-activity)
- [Slack AI: Admin adoption guide](https://slack.com/resources/slack-for-admins/slack-ai-admin-adoption-guide)
- [5 steps to launch Slack](https://slack.com/resources/slack-for-admins/launching-slack)
- [Understand the data in your Slack analytics dashboard](https://slack.com/help/articles/360057638533-Understand-the-data-in-your-Slack-analytics-dashboard)
- [Updates to feature availability and pricing for Slack plans](https://slack.com/help/articles/39264531104275-Updates-to-feature-availability-and-pricing-for-Slack-plans)

## About the full unit

The "Core concepts", "Exam traps" and "Worked scenario" sections of this unit, its 7 linked practice questions, and unlimited timed mock exams are included with the Slack Administrator pack (USD $19): https://www.certifyforce.com/practice-exams