Brainscape's Knowledge GenomeTM

Browse over 1 million classes created by top students, professors, publishers, and experts.


See full index

Salesforce Business Analyst Exam > Customer Discovery - Demonstrate knowledge of salesforce's capabilities > Flashcards

Customer Discovery - Demonstrate knowledge of salesforce's capabilities Flashcards

1
Q

CRM Definition

A

Customer Relationship Management

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
2
Q

Key Capabilities of Salesforce

A

Lead and Opportunity Management
Customer Service and Support
Marketing Automation
Collaboration
Productivity tools
Customizable Dashboards and Reports

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
3
Q

What is Salesforce Customer 360

A

Integrated CRM platform (ton of apps)
Single view of customer
Engage across all channels

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
4
Q

Sales Cloud

A

stramlines and automates manual tasks, leading to faster deal closures

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
5
Q

Service cloud

A

automate customer service. chatbot, online, phone, field

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
6
Q

Marketing Cloud

A

Deliver messages automatically

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
7
Q

Commerce Cloud

A

tailored shopping experiences

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
8
Q

Analytics

A

Tableau

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
9
Q

Integration

A

Mulesoft (data integration of data form any source in salesforce)

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
10
Q

Platform

A

Salesforce Platform comproises a suite of platform services. AI, mobile, oice, enables customization and creation of any type of app for any busines are

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
11
Q

Slack

A

virtual headquarters

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
12
Q

Net Zero

A

monitor carbon credit

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
13
Q

Industries

A

industry-specific solutions and tools. Allowing compaies to meet industry’s unnique needs.

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
14
Q

Partners

A

AppExchange - parter developed solutions

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
15
Q

Success

A

Customer Success provides all necessary resources for maximizing benefits of salesforce.
Support plans, expertise, professional srevies

How well did you know this?
1
Not at all
2
3
4
5
Perfectly
16
Q

How to promote user adoption

A

Include sales team
communicate
automate

17
Q

when is adoption influenced?

A

throughout a project lifecycle

18
Q

Salesforce interface types

A

lightning, classic

19
Q

Lightning experience adoption metrics

A

Lightning usage app
- Daily and monthly active users in lightning experience and salesforce mobile app

  • Daily and monthly switches to salesforce classic
  • Profiles and users that switched to salesforce classic
  • slowest desktop record pages
  • browse used to access lightning experience and salesforce mobile app
  • pages most viewed in lightning
  • number of active users, features, and permission set licenses
20
Q

How to access lightning

A

app launcher

21
Q

what does system overview page show

A

identify usage and limits for features enabled in org

22
Q

What is sales enablement?

A

Process of education and guidance that gives members of the sales team the skills and tools they need to succeed

23
Q

Sales enablement focuses

A

creating data-driven, relevant, personal trainings

use data to reach milestones

sell concurrently - sell while onboarding and trainings

create training modules and deliver at right time

content library

24
Q

What is technical debt

A

extra work that accrues as a reult of taking shortcuts or choosing a quicker and easier solution

leads to decreased efficiency and constly maintenance efforts

25
Q

removing technical debt

A

salesforce optimizer - maintenance, productivity, adoption

26
Q

Project documentation types

A

Type and Scope of project and communicate progress of the project:

Scope Statement Specification - clear definition of the goal and work to be included

Business analysis plan - business analysis activities for project

Glossary - terms and definitions

Change Request Logs - change requests, requestor, dates

System Requirements Specification - lift of functional and nonfunctional requirements

27
Q

Stakeholder documentation types

A

organize information about stakeholders

Stakeholder analysts - key people and impact / contribution they bring to project

RACI Chart - matrix, identifies different roles and stakeholders within project

Elicitation records - information collected from stakeholders

28
Q

RACI chart

A

Matrix that identifies different stakeholder roles

R - Responsible (do the work)
A - Accountable (accountable for outcome)
C - Consulted (provide feedback)
I - Informed (must know of decision or plan)

29
Q

Process Improvement Documents

A

Identify areas for improvement. Useful tools for user adoption

Current state analysis -
evaluates existing business process or domain
– details what is and isn’t working well

Gap Analysis -
Difference between current processes and ideal future processes

30
Q

Functional Requirements Documents

A

User Story - desires functionality from perspective of end user

Use Case - Interaction between user and system to achieve goal

Functional Requirement Specification - detailed and technical description of system

Salesforce Business Analyst Exam (16 decks)

Brainscape helps you reach your goals faster, through stronger study habits.
© 2024 Bold Learning Solutions. Terms and Conditions