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My Salesforce Cards > BA - Customer Discovery > Flashcards

BA - Customer Discovery Flashcards

1
Q

What are the Drucker School of Business 5 key questions?

A

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

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2
Q

_______ is a technique used to understand the work that needs to be carried out for a challenge to be met.

A

Challenge Scoping

Challenge Scoping is a technique used to understand the work that needs to be carried out for a challenge to be met.

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3
Q

What are the 4 parts of Customer Centric Discovery?

A

Know your customer.
Be your customer.
Connect with your customer.
Create with your customer.

KBCC

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4
Q

_______ defines the focus of the problem you’re trying to solve and clarifies what your team is setting out to d

A

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

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5
Q

Which tool can be used to identify security vulnerabilities in your Salesforce Org?

A

Security Health Check

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6
Q

Name the 3 Development Models in Application Lifecycle Management.

A

Change Set Development
Org Set Development
Package Set Development

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7
Q

Name 3 typical tasks a Business analyst would carry out.

A

Gathering and documenting requirements
Writing and refining User Stories
Performing gap analysis

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8
Q

What are the three types of analysis a BA would be engaged for?

A

Enterprise Analysis
Strategy Analysis
Stakeholder Analysis

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9
Q

The Opportunity page layout is taking too long to load, leaving reps frustrated. Which 2 tools could BA use to measure the problem?

A

Salesforce Page Analyzer
Salesforce Optimizer

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10
Q

_______ involves acknowledging the org hierarchy and outlining how departments interact with each other.

A

Enterprise Analysis

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11
Q

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?

A

Interface analysis
observation

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12
Q

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?

A

Salesforce Omin-channel

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13
Q

_______ includes “skills-based routing” which ensures that agents are being assigned Cases that match their competencies.

A

Salesforce Omni-channel

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14
Q

The Marketing Manager is finding it challenging to visualize the new Campaign page layout. Which elicitation method could the BA leverage?

A

prototyping

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15
Q

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?

A

Surveys

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16
Q

_______ 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.

A

Surveys

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17
Q

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?

A

Turn the session into a whiteboarding exercise.

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18
Q

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?

A

That individual contributors within the team should have been invited.

19
Q

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?

A

Salesforce Org Health Check

20
Q

Which other sources beyond the org could BA use to find info about how an optimal recruitment process could work?

A

Competitor research
Analyst reports

21
Q

BA is looking to gain info around which browsers and devices users are leveraging to access Salesforce. Which tool should they use?

A

Lightning Usage App

22
Q

During an interview, how should BA design questions?

A

Open-ended questions with follow-up questions, and avoiding close-ended questions

23
Q

_______ involves anyone who has an interest in, or may be affected by, the issue under consideration.

A

Stakeholder Analysis

24
Q

BA did a period of observation but has more questions about the process. Which two elicitation methods should they use next?

A

Interviews and focus groups

25
Q

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?

A

Pardot aka Account Engagement

26
Q

______ 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.

A

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.

27
Q

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?

A

Interviews

28
Q

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?

A

Salesforce Analyze Button

29
Q

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.

A

Salesforce Analyze Button

30
Q

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?

A

Hold PROCESS MAPPING SESSIONS to make the Sales and Service Team aware about each other’s processes.

31
Q

How can the Business Analyst help to develop ideal customer profiles (ICPs)?

A

Hold focus groups
and
Conduct interviews

32
Q

_______ are archetypes that contain a set of shared demographics, needs, wants, and objectives.

A

Personas

Personas are archetypes that contain a set of shared demographics, needs, wants, and objectives.

33
Q

_______ involves (1)needs that are of strategic or tactical importance and (2) the current state and defining the future and transition states.

A

Strategy Analysis

34
Q

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?

A

Customer personas

35
Q

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?

A

Process modeling

36
Q

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?

A

Lightning Knowledge

37
Q

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?

A

Salesforce Org Health Check

38
Q

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?

A

Package development model or org development model.

39
Q

The _______ model enables teams to drive modular-based development with Salesforce DX tooling.

A

package development

The PACKAGE DEVELOPMENT model enables teams to drive modular-based development with Salesforce DX tooling.

40
Q

The _______ model enables teams to manage change with Salesforce DX tools and source control.

A

org development

The ORG DEVELOPMENT model enables teams to manage change with Salesforce DX tools and source control.

41
Q

The _______ scans your org and finds areas where functionality is not being utilized or can be improved.

A

Salesforce Optimizer

The SALESFORCE OPTIMIZER scans your org and finds areas where functionality is not being utilized or can be improved.

42
Q

The _______ is a feature of the Lightning App Builder that evaluates performance page by page like page load time.

A

Page Analyzer / The Analyze Button

43
Q

_______ is used to monitor and evaluate how much the constructed features in an org are being used.

A

Salesforce Adoption Dashboards

44
Q

_______ is an out-of-the-box tool that gathers and analyzes sentiment from your users.

A

Salesforce Surveys

My Salesforce Cards (18 decks)

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