Customer Discovery: 17% Flashcards
Salesforce Optimizer
A tool that takes a snapshot of a Salesforce Org and looks for potential prolems in the implementation
Personas
Fictionalized characters in which primarily demographic characteristics are represented
Salesforce Customer 360
An integrated CRM platform that unites, marketing, sales, commerce, service, and IT teams with a single shared customer view
Storyboarding
A process for mapping out the customers current challenges and goals for the future with realistic next steps
Whats a proven way to help executives understand how new processes or products can enable change?
Describe how the system can enable business innovation and help customers
When a BA is creating a journey map, what assumptions are needed to get started?
Why you’re doing it and who you’re focusing on
What is an effective way for a BA to learn about a customers challenges?
Read recent industry reports in trade publications
work stream
a cluster of tasks and activities to be completed by a team of assembled work groups
different workstreams can combine to achieve a common goal e.g testing a product
workstreams may consists of individiuals from cross functional teams or members of the same team
Product Roadmap
A plan of action and a shared source of truth that details what will be delivered how it will be delivered and when it will be delivered
Portfolio Roadmap shows the planned releases of multiple products in a single view
Strategy Roadmap displays the team initiatives needed to achieve the product goals
Releases Roadmap shows what needs to be done, when, and who is responsible for bringing the release to market
Features Roadmap shows the timeline for releasing new features
Challenge Framing
A method of defining the focus of the problem to be solved and clarifying the steps that the team will set out to do
Ideation
The practice of creating a selection of ideas to consider through brainstorming sessions
An integral part of the design process
HMW (How Might We) Statements
Turns challenge framing into a question that can be answered.
It converts problems into opportunities to find possible solutions
BA BASIC SKILLS
AppExchange
Automation
Collaboration
Data Management
Reports and Dashboards
CRM
Platform
Sales and Marketing
Change set development model
Uses a declarative tool called change sets to deploy the changes
for simple deployments of supported components/metadata
the release artifact is a set of metadata changes to apply to the production org
Org development model
Uses Salesforcedx tools and source control
ideal for multiple contributors/developers
the release artifact is a set of metadata changes to apply to the production org similar to change sets
