Customer Discovery Knowledge Check

Question 1

What method can help organizations better understand their business and the values their customers receive?

Answer 1

Drucker’s “Five Most Important Questions”

Question 2

What is a group of tasks and activities to be completed by a team of assembled workgroup?

Answer 2

Work Streams

Question 3

What are the steps in a customer-centric information discovery?

Answer 3

1. Get to know the customer
2. Be the customer
3. Establish a connection with the customer
4. Develop a timetable with the customer

Question 4

What are the three development models in ALM?

Answer 4

1. Change set development
2. Org development
3. Package development

Question 5

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

Answer 5

Interview

Question 6

What customer discovery method entails living the experiences of stakeholders and customers?

Answer 6

Embodying

Question 7

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

Answer 7

Shadowing

Question 8

What is the process of documenting customer experiences and interactions with a business or organization?

Answer 8

Journey Mapping

Question 9

Which stages of the project do business analysts participate in?

Answer 9

All phases:
1. Analyze
2. Build
3. Delivery
4. Operate

Question 10

Which tool is used to automatically measure your org’s security against the Salesforce baseline?

Answer 10

Health Check

Question 11

Which application development model places heavy focus on speed, user strategy, and prototyping?

Answer 11

Rapid Application Development (RAD)

Question 12

What activities do business analysts perform?

Answer 12

1. Gather requirements
2. Document findings
3. Analyze requirements
4. Find solutions
5. Test
6. Monitor delivery
7. Communicate with stakeholders

Question 13

Which type of diagram is used to define a Salesforce data model?

Answer 13

Entity Relationship Diagram (ERD)

Question 14

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

Answer 14

Salesforce Optimizer

Question 15

What is Salesforce Customer 360

Answer 15

Integrated CRM platform that allows businesses to manage customer data and interactions across different departments and channels.

Question 16

What does “System Overview” page under “Setup” show for User Interface

Answer 16

Usage and limits of custom apps, published site.com sites, active SF sites, active flows, custom tabs, and VF pages.