Customer Discovery

Question 1

What’s a proven way to help executives understand how new processes or products can enable change?

Answer 1

Describe how the system can enable business innovations and help customers.

Question 2

When a business analyst is creating a journey map, what assumptions are needed to get started?

Answer 2

Why you’re doing it and who you’re focusing on.

Journey maps are documents that visually illustrate the experiences customers have with a business or an organization.

Question 3

What’s an effective way for a business analyst to learn about a customers challenges?

Answer 3

Talk to them directly. Example: Survey brand fans on social media.

Question 4

Salesforce Optimizer

Answer 4

Tool that takes snapshot of a Salesforce org and looks for potential problems in the implementation.

Question 4

Personas

Answer 4

Fictionalized characters in which primarily demographic characteristics are represented.

Question 5

Salesforce Customer 360

Answer 5

An integrated CRM platform that unites marketing, sales, commerce, service, and IT teams with a single, shared customer view

Question 6

Storyboarding

Answer 6

A process for mapping out the connection between a customer’s current challenges and goals for the future with realistic next steps