Implementation Strategies (15%) Flashcards
A company would like to implement Service Cloud for the first time.
A new project should begin with the Discovery phase to ensure that objectives and scope are clearly defined in addition to various other components of the project.
Certain stakeholders of a company require a new application with custom functionality and objects, such as Accounts, Contacts and Opportunities.
The Analyze phase of a project or new implementation involves requirement gathering, gap identification, documentation of requirements, and requirement sign-off. Before designing and configuring an application in Salesforce, it is essential to elicit requirements.
The Sales Cloud consultant needs to provide a detailed prototype of the Salesforce application to the stakeholders.
The Design phase is used to develop an application prototype which aims to provide detailed information regarding the look and feel of the system and its functionality.
Client has provided sign off on the solution design document, and the application needs to be developed/configured in Salesforce.
In the Develop phase, the application is configured in Salesforce. Custom code is written if any programmatic development is required. Training materials may also be developed during this stage.
Client needs to verify that the application functions according to the requirements and does not encounter any error.
The Validate phase of a project can be used for testing the developed application. It can consist of various types of testing, such as User Acceptance Testing (UAT), System Integration Testing (SIT), and Performance Testing.
The application needs to be rolled out with training for a specific group of users on a certain date.
In the Deploy phase, configuration, code and data are migrated to the Production environment, and training sessions are conducted using an appropriate platform.
SCENARIO
Cosmic Grocery has started a Sales Cloud implementation project. The sales director of the company is one of the key stakeholders who are required to meet with the project management team on-site next week to describe various requirements related to the customization of objects such as Account, Contact, and Opportunity. However, she is going to an important conference next week and will not available for the scheduled meeting. The VP of Sales would like the project supervisor to suggest an alternative communication plan.
Instead of attending the on-site meeting, the sales director can collaborate with the project management team via online conferencing at a time when both are available. The project management team can still meet with the other key stakeholders at the scheduled time and share meeting notes with the sales director after the meeting.
The IT team of Cosmic Innovation is currently working on the implementation of various Sales Cloud features for a certain sales division of the company. The team needs to gather detailed requirements before development. But the requirement elicitation meetings keep getting delayed due to the absence of key stakeholders. The VP of Sales would like the project manager to take steps in order to resolve the situation.
If meetings keep getting delayed, other more convenient means of communication, such as online chat or video conferencing, should be considered for collaboration. If a particular stakeholder is absent from the meetings frequently, then disciplinary action should be taken against them.
A large company with hundreds of support agents is switching to Service Cloud for its contact center operations. The company requires several Service Cloud capabilities, including Knowledge base, advanced case management, multiple service console apps for different types of users, and a full sandbox for performance testing and staging.
The Lightning Unlimited editioncan be used for these requirements since it offers all the Service Cloud features, multiple service console apps, and a full sandbox for testing.
A small organization is setting up a contact center that uses only the email channel for providing support to its customers. The company will require features such as auto-response and case capture from emails as well as email integration with Outlook to allow agents to access emails sent by customers using their Outlook application. The CEO of the company wants to select the best Service Cloud licensing option for these contact center requirements.
The Salesforce Essentials edition can be chosen for these requirements since it offers all the basic features that are required by the company, such as automatic case capture from emails and email auto-response. It also allows email integration with Outlook and Gmail.
A medium organization needs to set up a contact center wherein customers will be able to initiate interaction with support reps through phone call and email. Their top priority is to handle cases in a systematic way and track their progress to ensure quality support and timely closure.
A Lightning Professional org can be implemented. A simple case management process can be formulated and one service console app can be configured for the support reps. Lightning Professional supports email features and CTI. Milestones and Entitlements can be created to ensure proper case handling and timely closure.
GD Consulting needs to build a simple process to automate the Shipment record creation based on certain criteria and set up App Exchange packages for their customer.
The task can be considered as a short-term, one-time project. Since the requirements are pretty straightforward, the Waterfall Methodology can be used to accomplish the project.
FI Technologies uses Salesforce to manage their customer records and interact with customers. They have their own team of developers to handle feature development and configurations that arise based on their constantly evolving business needs and requirements.
Internal development projects can be continuous and long term. In addition, project priorities can instantly change from time to time depending on the urgency and importance of new requirements. The Agile Methodology would best fit in the scenario as it is flexible to changes while producing visible results incrementally.
