Discovery 13% - 8 Questions Flashcards

Question

Surveys

Answer 1

are good for casting a wide net to collect many responses

Answer 2

are good for grouping things into categories, for example, items in a navigation menu

Answer 3

is good for observing a participant in their own environment to better understand how they work

Answer 4

are good for getting detailed information from a user and spending one-on-one time getting to know them or how they use your product or service

Answer 5

are good for observing how participants respond to your questions in a group setting, noting similarities and differences to how they work or use your product or service

Answer 6

is good for learning how your users experience your service or product by measuring tasks and performance

Answer 7

Context: Go to the users’ environments to understand the context of their actions. In this case, you probably want to visit your users at their desks, rather than in your office or a conference room Partnership: Develop a master-apprentice relationship with your participant to better understand them, their tasks, and the environment they work in. Immerse yourself in your users’ work by performing the tasks they do, the way they do it. For example, taking customer calls or resolving support tickets Interpretation: Interpret your observations with the participant. Verify that your assumptions and conclusions are correct Focus: Develop an observation guide (that is, a list of behaviors, tasks, and/or areas to observe and questions to ask) to keep you focused on the subject of interest or inquiry

Answer 8

Get permission to record If you want to record the conversation, whether voice or video, get approval from the interviewee first Keep things informal and human Engage your participants as you would a friendly neighbour. Picture them as the world expert on their unique perspective. Focus on understanding what makes them tick and how they conceive of what they’re trying to accomplish Ask open-ended questions Avoid “yes” or “no” questions based on your assumptions. Open-ended questions get participants talking. And just as Newton’s First Law would predict, after you get a person talking, they tend to keep talking Practice active listening Stay in the present moment rather than trying to analyze during the interview. You have time to analyze when you listen to the recording or watch the video later Ask why Listen closely for vague or general answers and immediately follow up by asking participants to explain more

Answer 9

Sales Leader A Sales Leader spends most of their day managing, coaching, and training sales reps. They also spend time managing tools and processes for sales reps. Deal Closer Deal Closers spend 3+ hours a day prepping for sales calls and meetings, demoing solutions, and preparing quotes, contracts, and proposals. They often conduct in-person sales meetings and then close the deals. Data Expert Data Experts spend 3+ hours a day on reporting and sales forecasting. They also spend 1–3 hours managing the sales pipeline and tools for the sales team. Pipeline Builder Pipeline Builders spend 3+ hours a day finding new leads, answering inbound leads, and qualifying leads for the sales team. In addition, Pipeline Builders spend 1–3 hours a day prospecting for new opportunities in existing accounts. Trusted Advisors Trusted Advisors spend 3+ hours a day maintaining relationships with existing customers. They upsell products, grow deals, and manage renewals. This persona also spends time prospecting for new opportunities in existing accounts and gathering requirements from prospects.

Answer 10

Case Solver The Case Solver provides direct support to customers and handles escalated cases. Expert Agent The Expert Agent solves escalated cases, contributes to their company’s knowledge base by creating and editing knowledge articles, and trains other agents. Team Leader The Team Leader supervises, manages, and trains agents. Most Team Leaders spend less than 5 hours per day in Salesforce. Service Admin The Service Admin manages and maintains their organization’s Service Cloud instance. They also create reports and dashboards.

Answer 11

Marketing Manager The Marketing Manager oversees teams, projects, and campaigns. They’re active managers of people and processes. They’re also responsible for crafting strategy and making sure it’s executed. They're skilled in cross-channel marketing and execute individualized and real-time marketing campaigns. Strategic Leader The Strategic Leader uses data to craft their company’s marketing strategy. They're experienced marketers who provide strategic direction for the marketing team and look for innovative ways to use Salesforce. They're skilled in multichannel marketing and execute real-time, lifecycle, and segmented marketing campaigns Marketing Specialist The Marketing Specialist executes campaigns and uses data to find insights. They're skilled at cross-channel marketing and executing real-time and lifecycle marketing campaigns. Designer-Developer The Designer-Developer creates and codes marketing assets. They're skilled at single-channel marketing and executing lifecycle and segmented campaigns. IT Services The IT Services employee supports marketing data operations. They're focused on real-time, lifecycle, and segmented marketing on a single channel.

Answer 12

Site User Site Users are partners and customers who use portals, sites, and communities to collaborate, get support, and learn. Site Users are customers, partners, or employees who visit sites to find public information such as knowledge base and product or org information. Community Manager The Community Manager protects, nurtures, and strategizes for Experience Cloud sites. They’re responsible for enforcing site standards, providing member support and content management, monitoring site usage and health, and developing strategies or guidelines for sites. Site Admin The Site Admin manages member access and permissions, and configures and maintains platform settings. Site Builder The Site Builder customizes the community’s appearance and develops new functionalities for communities.

Discovery 13% - 8 Questions Flashcards

(36 cards)