Customer Discovery - Demonstrate knowledge of salesforce's capabilities

Question 1

CRM Definition

Answer 1

Customer Relationship Management

Question 2

Key Capabilities of Salesforce

Answer 2

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

Question 3

What is Salesforce Customer 360

Answer 3

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

Question 4

Sales Cloud

Answer 4

stramlines and automates manual tasks, leading to faster deal closures

Question 5

Service cloud

Answer 5

automate customer service. chatbot, online, phone, field

Question 6

Marketing Cloud

Answer 6

Deliver messages automatically

Question 7

Commerce Cloud

Answer 7

tailored shopping experiences

Question 8

Analytics

Answer 8

Tableau

Question 9

Integration

Answer 9

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

Question 10

Platform

Answer 10

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

Question 11

Slack

Answer 11

virtual headquarters

Question 12

Net Zero

Answer 12

monitor carbon credit

Question 13

Industries

Answer 13

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

Question 14

Partners

Answer 14

AppExchange - parter developed solutions

Question 15

Success

Answer 15

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

Question 16

How to promote user adoption

Answer 16

Include sales team
communicate
automate

Question 17

when is adoption influenced?

Answer 17

throughout a project lifecycle

Question 18

Salesforce interface types

Answer 18

lightning, classic

Question 19

Lightning experience adoption metrics

Answer 19

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

Question 20

How to access lightning

Answer 20

app launcher

Question 21

what does system overview page show

Answer 21

identify usage and limits for features enabled in org

Question 22

What is sales enablement?

Answer 22

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

Question 23

Sales enablement focuses

Answer 23

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

Question 24

What is technical debt

Answer 24

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

Question 25

removing technical debt

Answer 25

salesforce optimizer - maintenance, productivity, adoption

Question 26

Project documentation types

Answer 26

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

Question 27

Stakeholder documentation types

Answer 27

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

Question 28

RACI chart

Answer 28

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)

Question 29

Process Improvement Documents

Answer 29

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

Question 30

Functional Requirements Documents

Answer 30

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