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Customer Discovery > Customer Discovery Homemade Cards > Flashcards

Customer Discovery Homemade Cards Flashcards

1
Q

What hard skills does a BA need?

A
  1. Business analysis
  2. Eliciting requirements
  3. Writing business cases
  4. Writing & reviewing requirements
  5. Creating flows & diagrams
  6. Wireframing
  7. Data analytics
  8. Problem-solving
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2
Q

What must be included when writing a business case?

A

The what, why, how, and who of the project to provide reasoning for initiating the project.

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3
Q

What are the BA’s activities surrounding elicitation?

A
  1. Requirements gathering via workshops, interviews, observation, or brainstorming sessions
  2. Documenting findings to present to project stakeholders
  3. Analysis of requirements by examining the current state of the solution, reviewing pain points reported by end users, and drafting ideas for the future state
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4
Q

What are the BA’s activities surrounding pain points and testing?

A
  1. Find solutions for challenges, addressing risks, finding areas for improvement, and gathering additional requests from end users.
  2. Facilitate in UAT through planning, designing use cases, identifying testers, and obtaining sign-off post-testing.
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5
Q

What are the BA’s activities surrounding project delivery?

A
  1. Monitor delivery to ensure it’s on track with the timeline and fulfills criteria. Gather end user feedback and translate new requests into new user stories.
  2. Communicate with stakeholders on requirements and expected deliverables, discuss user stories with dev team, and elicit feedback from end users.
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6
Q

What are the 4 phases of the Implementation Lifecycle?

A

Analyze, Build, Delivery, Operate

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7
Q

What is the BA’s role in the Analyze Phase of the Implementation Lifecycle?

A
  1. Managing requirements (collaborate w/stakeholders, define objectives, develop requirements list to project completion)
  2. Obtain project sign-off from stakeholders (analyze current state, develop proposal for future state, define scope, present findings, gain approval)
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8
Q

What is the BA’s role in the Build Phase of the Implementation Lifecycle?

A
  1. Ensure clarity of user stories and their resulting in building solutions addressing project requirements.
  2. Facilitate UAT by selecting testers, writing test cases, ensuring bugs are solved, and obtaining sign-off.
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9
Q

What is the BA’s role in the Delivery Phase of the Implementation Lifecycle?

A
  1. Solving issues, resolve uncertainties, meeting facilitation b/w dev and users
  2. Controlling the scope to keep track of changes and new requirements added to the backlog. Ensuring mods don’t negatively impact timelines or deliverables.
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10
Q

What is the BA’s role in the Operate Phase of the Implementation Lifecycle?

A
  1. Present the solution to the client via review sessions and demonstration. establish success measures and gather lessons learned after work completion.
  2. Training end users and gathering feedback. Monitoring progress and create training materials. Gather user feedback to intro further improvements to project.
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11
Q

What are Drucker’s 5 Most Important Questions?

A
  1. What is our purpose?
  2. Who are our customers?
  3. What do our customers value?
  4. What are results?
  5. What is our plan?
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12
Q

What are the 4 steps for customer-centric info gathering?

A
  1. Get to know the customer (research them and their industry)
  2. Be the customer (slip into their role/company, be relatable)
  3. Establish a connection with the customer (share insights, show empathy, ask open-ended questions)
  4. Develop a timetable with the customer (develop strategy, interpret vision via storyboarding, make initial rec’s/next steps, develop roadmap)
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13
Q

What is the term used to describe the defined boundaries, objectives, deliverables, and constraints of a specific project?

A

Project scope

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14
Q

What does ITTO stand for?

A

Inputs, tools & techniques, outputs.

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15
Q

What are some examples of inputs for the ITTO diagram?

A

Resources, documents, info required to initiate or perform a process:
- Project charter (high-level description of objectives)
- Stakeholder register (list of all stakeholders and their roles)
- Requirements docs (detailed overview of req’s and deliverables)

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16
Q

What are some examples of tools & techniques for the ITTO diagram?

A

Methods, techniques, or mechanisms used to execute the process:
- Expert knowledge (SMEs to define the scope)
- Facilitated workshops (collab with stakeholders to gather scope info)
- Stakeholder interviews (engage with stakeholders to gather expectations)

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17
Q

What are some examples of outputs for the ITTO diagram?

A

Results or deliverables produced as a result of performing the process:
- Project Scope Statement (defines scope, deliverables, boundaries, constraints)
- Project Documents Updates (updates to various project docs based on defined scope)

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18
Q

What is the process of defining the focus of the problem to be solved?

A

Challenge Framing

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19
Q

What is the process of creating a plan that includes organizing and managing the time, people, and other resources required to solve the framed challenge?

A

Challenge Scoping

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20
Q

What are the components of challenge scoping?

A
  1. What work will be done
  2. How the work will be completed and by whom
  3. What the expected outcomes are
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21
Q

What is the structure of a “How might we” statement?

A

“How might we (do what) for (whom) in order to (benefit, gain, or result that the company wants to achieve)?”

focuses on the desired outcome and is precise

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22
Q

The act of giving up one thing in return for another.

A

Trade-off

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23
Q

A group of tasks and activities to be completed by a team of assembled workgroups.

A

Work streams

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24
Q

The process of generating ideas around specific aspects of the larger design challenge.

A

Ideation

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25
Q

The existing condition of a process at a specific point in time.

A

Current State

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26
Q

What are 3 methods for documenting the current state?

A
  1. Data Analysis related to the process (performance metrics, customer feedback, survey responses, etc)
  2. Artifacts from past similar projects (leveraging lessons learned)
  3. Value Analysis of each step in the current process (helps identify activities that contribute to desired outcomes)
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27
Q

The process of getting to know more about the customers.

A

Customer Discovery

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28
Q

What are the methods used in Customer Discovery?

A
  1. Interviews
  2. Shadowing
  3. Embodying
  4. Journey Mapping
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29
Q

Which discovery method allows stakeholders and customers to share unfiltered ideas, concerns, and thoughts?

A

Interviews

30
Q

What are the two kinds of interviews conducted during Customer Discovery?

A
  1. Stakeholder Interviews
  2. Customer/Consumer Interviews
31
Q

Which discovery method involves observing the customer while asking questions about their actions?

A

Shadowing

32
Q

Which discovery method entails living the experiences of stakeholders and customers?

A

Embodying

33
Q

Which discovery method is the process of documenting the experiences and interactions customers have with a business or organization?

A

Journey Mapping

34
Q

Documents that visually depict the interactions that customers have with a company or organization.

A

Journey Maps

35
Q

The steps or activities taken by a customer or user to achieve a goal, challenges they face, people they interact with within a single organization or in an ecosystem of orgs, touchpoints and channels they encounter, and reactions they have throughout their journey. Included in Journey Maps.

A

Components

36
Q

What elements make up the architecture of a Journey Map?

A
  1. Phases (of the journey, each with it’s own block)
  2. Actions (taken by the customer or user specific to each phase)
  3. Thoughts (the customer or user has)
  4. Feelings (the customer or user has in each phase)
  5. Touchpoints (where the customer/user interacts with the org/product/service)
  6. Context (what’s important to customer/user in order to reach goal)
  7. Opportunities (where you can have the most impact on customer/user)
37
Q

What happens during the Analyze Phase of the Implementation Lifecycle?

A
  1. Requirements gathering,
  2. Org impact analysis
  3. Process mapping
  4. Formulating user stories
38
Q

What happens during the Build Phase of the Implementation Lifecycle?

A
  1. Configuration
  2. Development
  3. Org documentation
  4. Testing
  5. Building the release(s)
  6. Testing release(s)
39
Q

What happens during the Deliver Phase of the Implementation Lifecycle?

A
  1. Securing backup
  2. Deployment
  3. Data import
  4. Actual release
40
Q

What happens during the Operate Phase of the Implementation Lifecycle?

A
  1. Monitoring
  2. Gathering feedback
  3. Providing support
  4. Restoring data
  5. Compliance
41
Q

Which application dev model focuses on speed, user strategy, and prototyping?

A

Rapid Application Development (RAD)

Developers work directly with focus groups
Establishes goals for each phase sequentially
Reduces development and delivery times

42
Q

What are the 3 dev models for Application Lifecycle Management (ALM)?

A
  1. Change set development
  2. Org development
  3. Package development
43
Q

What is Change Set Development as part of ALM?

A

Manages the app using declarative tools. No need for CLI or a version control system.

44
Q

What is Org Development as part of ALM?

A

SF CLI is used to extract metadata from a dev env and integrates it with a VCS.

45
Q

What is Package Development as part of ALM?

A

Different customizations are managed as separate packages and the source of truth is the metadata in a package project.

46
Q

What are the steps with ALM?

A
  1. Plan release (gather req’s & analyze)
  2. Develop solution in a sandbox
  3. Test in a sandbox
  4. Build release in a bundle of customizations
  5. Test release in a staging environment
  6. Release after testing is complete and benchmarks achieved (deployment)
47
Q

What are the 3 types of releases?

A
  1. Patch bug fixes and simple changes (dashboards, reports, list views, email templates)
  2. Minor changes with limited impact (automation changes, triggers, etc)
  3. Major changes with significant impact (changes with 1+ dependencies and requires testing, training, and change management)
48
Q

What tool provides visibility into an org’s security settings and allows identifying and fixing vulnerabilities in the org’s security settings?

A

Health Check

49
Q

What tool analyzes the org and provides insights, recommendations, and actions related to maintenance, productivity, and adoption?

A

Salesforce Optimizer

50
Q

What are the four areas Optimizer covers?

A
  1. Efficient maintenance (actions, best practices, resources to keep org secure & up to date)
  2. Debt reduction (tech debt)
  3. Increased productivity (unused dashboards & reports, cluttered layouts, unassigned items, etc)
  4. User adoption (unused/underperforming features, provides rec’s for driving usage)
51
Q

What features uses different symbols and connectors to visualize the major data entities within a particular system and the interrelationship among these entities?

A

Entity Relationship Diagram (ERD)

52
Q

What can be used to run an Org Impact Analysis Report?

A

There is no native SF feature that completes the analysis. there are 3rd party apps in the AppExchange that can be used.

53
Q

In which stage of the Implementation Lifecycle would you run an Org Impact Analysis Report?

A

Analyze

54
Q

What is the name for the integrated CRM platform that provides a single view of the customer, allowing businesses to understand and engage with their customers across all channels?

A

Salesforce Customer 360

55
Q

What are the Customer 360 Solutions?

A
  1. Sales Cloud
  2. Service Cloud
  3. Marketing Cloud
  4. Commerce Cloud
  5. Tableau
  6. MuleSoft
  7. Salesforce Platform
  8. Slack
  9. Net Zero
  10. Industries
  11. Partners
  12. Customer Success
  13. Einstein AI
  14. Data Cloud
  15. Salesforce Einstein
  16. Heroku
56
Q

What are the 3 key elements of driving user adoption?

A
  1. Include the sales team - learn directly from them about processes, needs, wants. Include someone from the team on vendor or tool selection and product review.
  2. Communication - explain and justify any changes or loss when solution is in response to an efficiency need or request not aligned with current process. Also communicate positive impact the solution will have on their work.
  3. automation - automate manual sales process steps to alleviate or diminish admin burden on sales team when possible.
57
Q

What are 3 UA best practices?

A
  1. Executive Alignment - ask execs to commit to supporting the project through active engagement
  2. Document Processes - current state, future state, gap analysis. Identify what will improve the work.
  3. Address Wants - not just needs. Eliminate pain points by incorporating automations or new features.
58
Q

What are 3 things you can do to ensure long-term user adoption?

A
  1. Feedback - create a process for users to submit feedback and ideas for improvement
  2. Innovate - review SF release notes to evaluate new features
  3. Maintain Excitement - share success stories & encourage others to do the same. Share benchmark reports that demonstrate ROI.
59
Q

What tool offers metrics on how users have accommodated the change from Classic and insight into areas of less adoption?

A

Lightning Usage App

60
Q

Which page shows metrics that help identify usage and limits information for the features that are enabled for the org?

A

System Overview

61
Q

What items are displayed on the System Overview page?

A
  1. Custom apps
  2. Published site.com sites
  3. Active SF sites
  4. Active flows
  5. Custom tabs
  6. Visualforce pages
62
Q

What process educates and guides members of a sales team with the skills and tools they need to succeed?

A

Sales Enablement

63
Q

What are the 4 key elements of Sales Enablement?

A
  1. Choose a goal - identify specific KPI and define a target goal
  2. Define the behavior - identify which behavior affects that metric
  3. Shape the behavior - create specific training that will drive behavioral change
  4. Adapt, learn, repeat - periodically assess if the enablement was successful
64
Q

What are the 4 best practices for Sales Enablement?

A
  1. Use Data - track reps as they make progress. Data can show how behavior impacts goal attainment.
  2. Sell concurrently - sell while onboarding and learning
  3. Training modules - create smaller modules and deliver at right time to avoid overwhelming them
  4. Content library - curate a variety of content to accommodate different learning styles
65
Q

What is the term for the extra work that accrues as a result of taking shortcuts or choosing a quicker and easier solution?

A

Technical Debt

Unused items (reports, dashboards, list views)
Unassigned profiles, permission sets, roles, groups, layouts, record types
Inactive users/automations
Hard-coded references in code
Solutions built on outdated features or versions
Solutions that are not scalable or difficult to maintain

66
Q

What tool can assist in evaluating and identifying ways to reduce debt by making recs related to maintenance, productivity, and adoption?

A

Optimizer

67
Q

What are the 5 types of project documentation?

A
  1. Scope Statement Specification - clear definition of the goal to be achieved & work included
  2. Business Analysis Plan - comprehensive list of all BA activities for project
  3. Glossary - list of fundamental terms & definitions
  4. Change Request Logs - key data regarding change requests (requestor, relevant dates)
  5. System Requirements Specification - detailed list of functional and nonfunctional requirements
68
Q

What are the 3 types of stakeholder documentation?

A
  1. Stakeholder Analysis - key people and the impact they can have on the project
  2. RACI Chart - identifies different roles or stakeholders on a project
  3. Elicitation Records - info collected from stakeholders via various techniques (interviews, surveys, focus groups)
69
Q

What are the 2 types of process improvement documentation?

A
  1. Current State Analysis - current business process/domain detailing what works and what doesn’t
  2. Gap Analysis - differences b/w current and future/ideal processes
70
Q

What are the 3 types of functional requirements documentation?

A
  1. User Stories - describe desired functionality from perspective of end user
  2. Use Cases - describes interaction b/w a user and the system to achieve a desired goal
  3. Functional Requirement Specification (FRS) - detailed and technical description of what the system should do
71
Q

What are the 3 ways you can present information from the customer discovery?

A
  1. Formal documentation - written material using the org template or specific format
  2. Informal documentation - written material that doesn’t follow a specific format and is used for internal or temporary use
  3. Presentation - ideal for communicating high-level overview of goals, solutions, or info

Customer Discovery (2 decks)

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