Customer Discovery - Demonstrate knowledge of salesforce's capabilities Flashcards
CRM Definition
Customer Relationship Management
Key Capabilities of Salesforce
Lead and Opportunity Management
Customer Service and Support
Marketing Automation
Collaboration
Productivity tools
Customizable Dashboards and Reports
What is Salesforce Customer 360
Integrated CRM platform (ton of apps)
Single view of customer
Engage across all channels
Sales Cloud
stramlines and automates manual tasks, leading to faster deal closures
Service cloud
automate customer service. chatbot, online, phone, field
Marketing Cloud
Deliver messages automatically
Commerce Cloud
tailored shopping experiences
Analytics
Tableau
Integration
Mulesoft (data integration of data form any source in salesforce)
Platform
Salesforce Platform comproises a suite of platform services. AI, mobile, oice, enables customization and creation of any type of app for any busines are
Slack
virtual headquarters
Net Zero
monitor carbon credit
Industries
industry-specific solutions and tools. Allowing compaies to meet industry’s unnique needs.
Partners
AppExchange - parter developed solutions
Success
Customer Success provides all necessary resources for maximizing benefits of salesforce.
Support plans, expertise, professional srevies
How to promote user adoption
Include sales team
communicate
automate
when is adoption influenced?
throughout a project lifecycle
Salesforce interface types
lightning, classic
Lightning experience adoption metrics
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
How to access lightning
app launcher
what does system overview page show
identify usage and limits for features enabled in org
What is sales enablement?
Process of education and guidance that gives members of the sales team the skills and tools they need to succeed
Sales enablement focuses
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
What is technical debt
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
removing technical debt
salesforce optimizer - maintenance, productivity, adoption
Project documentation types
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
Stakeholder documentation types
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
RACI chart
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)
Process Improvement Documents
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
Functional Requirements Documents
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
