Source: https://joinfinn.com/integrations/pendo

# Pendo

## Pendo + Finn.

Pendo integration with Finn. Pendo measures how people use software and supports in-product guidance and adoption programs.

Business function: Sales and marketing.

## What you can do with Pendo.

Pendo measures how people use software and supports in-product guidance and adoption programs.

### Run the in-product onboarding journey

Finn completes the product operations work behind a new-user onboarding program.

**Typically handled by:** Product onboarding coordinator

**Starts when:** A new user enters the product's selected onboarding audience.

#### What Finn handles

1. Read the user's relevant Pendo activity and the onboarding milestones chosen by the product team.
2. Prepare the contextual guides and help links for the steps users need to complete.
3. Obtain the product owner's publishing decision, release the guides and answer routine onboarding questions through the connected support channel.
4. Record actual milestone activity and close the follow-up with completed onboarding or a specifically owned customer issue.

**The result:** The onboarding journey is delivered and its actual user outcomes are recorded.

### Carry a feature launch into measured customer follow-up

Finn runs the in-app communication work around a released feature.

**Typically handled by:** Product marketing operations manager

**Starts when:** The product team releases a feature to a defined audience.

#### What Finn handles

1. Collect the final feature instructions, eligible audience and product events used to observe adoption.
2. Prepare the Pendo launch guide and supporting resources and obtain the publishing owner's approval.
3. Release the in-app communication and process questions or feedback through the connected support and product tools.
4. Report actual exposure and feature use and complete the product owner's selected follow-up.

**The result:** The feature announcement is live, customer responses are handled and observed use is recorded.

### Turn a product friction finding into a released fix

Finn coordinates the evidence and follow-through behind a usability problem.

**Typically handled by:** Product operations and engineering triage coordinator

**Starts when:** Pendo shows repeated abandonment or users report difficulty in a specific step.

#### What Finn handles

1. Gather the relevant usage pattern, customer feedback and permitted session replay evidence.
2. Create a precise Jira issue with the affected step and observed behavior, separating evidence from assumptions about the cause.
3. Track the engineering team's selected fix through its normal release process and coordinate the customer-facing explanation.
4. Update any affected Pendo guide after publishing approval and record the post-release user behavior for review.

**The result:** The reported friction has a tracked fix and recorded post-release evidence.

### Close the product feedback loop with customers

Finn carries a product request from collection through the team's actual decision.

**Typically handled by:** Product feedback operations coordinator

**Starts when:** A customer submits product feedback or a feature request.

#### What Finn handles

1. Record the request with its context in Pendo and connect related submissions without exposing private customer details.
2. Collect missing examples and bring the evidence to the product owner for a priority and scope decision.
3. Create the selected work in Jira and keep the feedback record aligned with the actual delivery status.
4. Notify the relevant customers when there is a decision or released change and record their follow-up.

**The result:** The request has a documented product decision and completed customer communication.

### Complete an account adoption follow-up

Finn connects product activity to the customer success team's practical next steps.

**Typically handled by:** Customer adoption coordinator

**Starts when:** A customer account misses an onboarding milestone or stops using an important feature.

#### What Finn handles

1. Read the account's Pendo usage and relevant Salesforce customer context.
2. Ask the customer about the specific obstacle and provide the current instructions or arrange the requested help.
3. Resolve routine setup questions through the connected product or support system and coordinate deeper issues with their owner.
4. Record the customer response and subsequent observed activity in the account follow-up.

**The result:** The account has a completed adoption conversation and a documented resolution or remaining issue.

### Deliver a product research study and its follow-up

Finn handles participant coordination and evidence assembly around a product research question.

**Typically handled by:** Product research coordinator

**Starts when:** The product team selects a question and the audience to study.

#### What Finn handles

1. Use the agreed Pendo audience and permitted behavioral data to assemble the research context.
2. Publish the owner's accepted in-app invitation or survey and coordinate research sessions in the connected calendar.
3. Organize participant responses and observed behavior into a sourced study record in Confluence.
4. Record the product team's decisions, create the selected Jira work and notify participants when follow-up is due.

**The result:** The research study has a completed evidence record and tracked product follow-through.

### Run an internal software adoption program

Finn coordinates the guidance and follow-up behind a workplace software rollout.

**Typically handled by:** Employee software adoption coordinator

**Starts when:** A business team launches a new internal application process.

#### What Finn handles

1. Read the rollout's employee audience, required tasks and Pendo activity available for the application.
2. Prepare the relevant in-app guidance and obtain the business owner's publishing decision.
3. Release the guides and resolve routine employee questions through ServiceNow or the team's service channel.
4. Report actual task completion and coordinate the selected guidance or application fixes.

**The result:** Employees receive contextual help and the rollout has recorded task outcomes and resolved issues.

### Turn the product operating review into completed work

Finn completes the reporting and action management behind a product metrics meeting.

**Typically handled by:** Product operations analyst

**Starts when:** The product team reaches its recurring operating review.

#### What Finn handles

1. Gather Pendo usage, guide performance and feedback for the agreed product measures and period.
2. Prepare the report with clear event definitions and the relevant customer or release context.
3. Record the product team's chosen guide, support and engineering actions in the tools that own them.
4. Complete routine content and coordination work and update the next review with the recorded outcomes.

**The result:** The metrics review produces completed operational work and a current record of product decisions.

## Connection setup

Contact Finn to discuss the records your workflow needs and the actions you want it to perform.

Your team chooses what Finn can access, what agents can change, and when a person must approve the work. The connection needs the appropriate account access and permissions from Pendo.

[Visit Pendo](https://www.pendo.io/)

## Explore Finn

- [Agents](https://joinfinn.com/agents): Help customers. Work with your team. Finish the job.
- [Systems](https://joinfinn.com/systems): Business apps for the work behind the conversation.
- [AI Gateway](https://joinfinn.com/ai-gateway): Control connected AI apps, models, access, and spending.

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