BA - Customer Discovery Flashcards
What are the Drucker School of Business 5 key questions?
What is our PURPOSE?
Who are our CUSTOMERS?
What do our customers VALUE?
What are our RESULTS?
What is our PLAN?
P-C-V-R-P
_______ is a technique used to understand the work that needs to be carried out for a challenge to be met.
Challenge Scoping
Challenge Scoping is a technique used to understand the work that needs to be carried out for a challenge to be met.
What are the 4 parts of Customer Centric Discovery?
Know your customer.
Be your customer.
Connect with your customer.
Create with your customer.
KBCC
_______ defines the focus of the problem you’re trying to solve and clarifies what your team is setting out to d
Challenge framing
Challenge framing defines the focus of the problem you’re trying to solve and clarifies what your team is setting out to d
Which tool can be used to identify security vulnerabilities in your Salesforce Org?
Security Health Check
Name the 3 Development Models in Application Lifecycle Management.
Change Set Development
Org Set Development
Package Set Development
Name 3 typical tasks a Business analyst would carry out.
Gathering and documenting requirements
Writing and refining User Stories
Performing gap analysis
What are the three types of analysis a BA would be engaged for?
Enterprise Analysis
Strategy Analysis
Stakeholder Analysis
The Opportunity page layout is taking too long to load, leaving reps frustrated. Which 2 tools could BA use to measure the problem?
Salesforce Page Analyzer
Salesforce Optimizer
_______ involves acknowledging the org hierarchy and outlining how departments interact with each other.
Enterprise Analysis
During a focus group, you feel you weren’t able to go deep enough into their issues. Which elicitation methods could BA use to take charge and go deeper?
Interface analysis
observation
Service reps have customers are reaching out about specific issues that some reps are not equipped to handle. Which Salesforce Customer 360 product could the BA suggest the org implement?
Salesforce Omin-channel
_______ includes “skills-based routing” which ensures that agents are being assigned Cases that match their competencies.
Salesforce Omni-channel
The Marketing Manager is finding it challenging to visualize the new Campaign page layout. Which elicitation method could the BA leverage?
prototyping
BA felt some people in the meeting were not forthcoming with info. Which elicitation method could BA use to gain more info in a neutral forum?
Surveys
_______ are a great way for stakeholders to give their feedback without fear of being criticized or appearing pessimistic in front of their higher-ups or teammates.
Surveys
During a discovery session, participants were finding it challenging to discuss the ‘as is’ process. What could the BA do to avoid confusion among participants?
Turn the session into a whiteboarding exercise.
During a discovery session, the Sales Manager was not able to give enough detail on the challenges the Sales Team currently face. What did the BA overlook?
That individual contributors within the team should have been invited.
BA would like to measure how well the org adheres to best practice security standards before and after the project. Which tool could they leverage?
Salesforce Org Health Check
Which other sources beyond the org could BA use to find info about how an optimal recruitment process could work?
Competitor research
Analyst reports
BA is looking to gain info around which browsers and devices users are leveraging to access Salesforce. Which tool should they use?
Lightning Usage App
During an interview, how should BA design questions?
Open-ended questions with follow-up questions, and avoiding close-ended questions
_______ involves anyone who has an interest in, or may be affected by, the issue under consideration.
Stakeholder Analysis
BA did a period of observation but has more questions about the process. Which two elicitation methods should they use next?
Interviews and focus groups
Sales reps are finding that some Leads are cold and a waste of time. Which Salesforce Customer 360 product could the BA suggest the org investigates implementing?
Pardot aka Account Engagement
______ is a Salesforce product that supports Marketers in qualifying cold leads that are captured through a number of channels, and assess if they are interested and a good fit for your product/service using scoring and grading, combined.
Pardot aka Account Engagement
Pardot aka Account Engagement is a Salesforce product that supports Marketers in qualifying cold leads that are captured through a number of channels, and assess if they are interested and a good fit for your product/service using scoring and grading, combined.
BA suspects that some participants in the survey were not forthcoming with information. Which elicitation method could the Business Analyst use to gain more information from specific, individual stakeholders?
Interviews
The Account Lightning record page is taking too long to load, leaving reps frustrated. Following this observation, which Salesforce tool could the Business Analyst do to measure the severity of the problem?
Salesforce Analyze Button
The _______ will provide a predicted page load time for desktop and a page performance index for mobile, as well as best practices and suggestions for improving page load time for a better end-user experience.
Salesforce Analyze Button
The Sales and Service Teams don’t agree on the ‘as is’ state of their Salesforce processes. How can the Business Analyst help improve overall productivity by breaking down the barriers to communication?
Hold PROCESS MAPPING SESSIONS to make the Sales and Service Team aware about each other’s processes.
How can the Business Analyst help to develop ideal customer profiles (ICPs)?
Hold focus groups
and
Conduct interviews
_______ are archetypes that contain a set of shared demographics, needs, wants, and objectives.
Personas
Personas are archetypes that contain a set of shared demographics, needs, wants, and objectives.
_______ involves (1)needs that are of strategic or tactical importance and (2) the current state and defining the future and transition states.
Strategy Analysis
The organization is at the beginning of their marketing automation project. A cross-functional team has been assembled, but the participants are not clear on the motivations of each type of prospect and customer the organization serves. What could they create to guide the right of the discovery phase of the project?
Customer personas
You have conducted interface analysis and observation, analyzing how service agents currently manage Case escalation in Salesforce. However, you would like to confirm the steps that agents go through in the next focus group. Which elicitation method would be best for you to attempt?
Process modeling
The Customer Success Team are finding that customers are reaching out about issues that could be answered with self-serve help documentation. Which Salesforce Customer 360 product could the Business Analyst suggest the organization investigates implementing?
Lightning Knowledge
The Business Analyst has been told that there are concerns around unverified user access. Which Salesforce tool could the Business Analyst leverage to quickly verify these concerns are valid?
Salesforce Org Health Check
There will be multiple individuals working on the project build phase, including the internal Developer, the Salesforce Admin, and Developers from an external consultancy. Which models would you recommend the team leverages?
Package development model or org development model.
The _______ model enables teams to drive modular-based development with Salesforce DX tooling.
package development
The PACKAGE DEVELOPMENT model enables teams to drive modular-based development with Salesforce DX tooling.
The _______ model enables teams to manage change with Salesforce DX tools and source control.
org development
The ORG DEVELOPMENT model enables teams to manage change with Salesforce DX tools and source control.
The _______ scans your org and finds areas where functionality is not being utilized or can be improved.
Salesforce Optimizer
The SALESFORCE OPTIMIZER scans your org and finds areas where functionality is not being utilized or can be improved.
The _______ is a feature of the Lightning App Builder that evaluates performance page by page like page load time.
Page Analyzer / The Analyze Button
_______ is used to monitor and evaluate how much the constructed features in an org are being used.
Salesforce Adoption Dashboards
_______ is an out-of-the-box tool that gathers and analyzes sentiment from your users.
Salesforce Surveys
