Tools & Artifacts 23% Flashcards
Path & Workspaces
1. A path gives reps a visual representation of the stages required for working through a sales process. The paths you create for your sales teams can include:
■ Key fields that reps complete before moving to the next stage in the sales process
■ Best practices
■ Words of encouragement to keep your reps pumped
■ Links to relevant Chatter posts
■ Policy reminders
■ Even potential gotchas
API-Led Integration for Business Reinvention
- Connectivity is the cornerstone of the Fourth Industrial Revolution. And not your ordinary everyday Wi-Fi or Bluetooth connectivity, but a higher fidelity level of connectivity made possible by application programming interfaces (APIs).
- Five Key Attributes of API-Led Connectivity
■ Connectivity-in-context
■ Repeatable
■ Purpose-built
■ Scalable
■ Reciprocal
Field Service Basics
- Field Service is used for Coordinating field operations—including scheduling service appointments, dispatching mobile workers and equipment, and tracking vehicle locations, product stock, and appointment status
- Field Service users
Role
1. Administrator
2. Agent
3. Dispatcher
4. Mobile Worker or Technician
Description
1. Sets up field service features according to their unique business needs. Set up includes installing the Field Service managed package and Field Service mobile app.
2. Takes customer service calls and requests field service appointments via work orders, which list the skills and parts that are needed.
3. Assigns and manages the service appointments. The dispatcher console included in the managed package helps dispatchers schedule, optimize, and dispatch service appointments from one screen.
4. Manages their service appointments. Their tasks include closing work orders, tracking the parts they used, and providing service reports.
Field Service has three main parts that work together to give you a complete field service management solution.
- Core Field Service features including Service and Dispatcher Consoles
- Scheduling and optimization from a managed package
- A mobile app for your mobile workforce
Experience Cloud Basics
- Experience Cloud can be used to
- Create multiple experiences for specific needs.
- Extend business processes to partners and customers.
- Integrate data (such as orders or financial information) from third-party providers.
- Use themes and templates to create beautiful branded experiences.
- Use Salesforce CMS to create content and deliver it to any channel.
- Typical use cases for a self-service portal
- Gives customers one place to find information about your company and products
- Provides customers access to their data (accounts, service tickets, bills, and so on)
- Lets customers share experiences and expertise with other customers
- Typical use cases for a partner portal
- Streamlined onboarding
- Marketing campaigns and funds
- Qualified leads
- Deal registration
- Opportunity management
- Easy and quick quoting
Different types of UX Mapping Methods
- Empathy mapping: Empathy maps help team members understand the user’s mindset.
- Customer journey mapping: Customer journey maps focus on a specific customer’s interaction with a product or service
- Experience mapping: Experience maps generalize the concept of customer-journey maps across user types and products.
- Service blueprinting: Service blueprints are counterparts to customer journey maps, focused on the employees.
Three-Step Decision Framework
- Current (as-is) vs. future (to-be)
- Current mappings are based on an actual “today” state of what you are mapping.
- Future mappings are based on an “ideal” state for a user type, experience, or a to-be service structure.
- Hypothesis vs. research
- Hypothesis mappings are based on an accumulation of existing understanding within a team or organization.
- Research mapping is based on data gathered specifically for building the map.
- Low-fidelity vs. high-fidelity
- Low-fidelity maps are unpolished and often created with sticky notes in a flexible, unrefined manner.
- High-fidelity maps are polished, created digitally, and look final.
Internal Ecosystem map
● Documents who the players, influencers, decision makers in an org are
● Used to consider how each is feeling about work through the product lifecycle
● Helps teams understand where to focus energy on sticking points for the org
● Informs how the team presents creative work to stakeholders
External Ecosystem map
● Often done in pairs
○ One to show how a business thinks it fits in the market now
○ One for how it could be reimagined for the future
● Helps us think through market-level opportunities
○ Helps align on what opportunities to pursue
Venn diagram
● Interlocking circles showing the relationships between 2 or more things
Journey map
● Visually show how customers move through a system
○ What are they thinking/feeling/doing?
○ Any hang ups or friction points?
● Used for finding opportunities to improve a customer experience
LX Performance Optimization
● EPT = Experienced Page Time
○ How Salesforce measures the time it takes to download & display the entire content of a webpage in a browser window
○ Measured 4 ways
■ Lightning Experience (add an EPT counter to LX)
■ Lightning App Usage (aggregated page & browser performance)
■ Custom Reports (using Lightning Usage App objects)
■ Event Monitoring
● Adding an EPT counter to LX:
○ Enable Lightning Component Debug Mode from Setup
■ Adds a counter to LX header that shows page load time & network bandwidth
■ Enabling this setting may impact performance because the component code won’t’ be minified & caching is disabled
○ Add the following string to the end of your LX URL: ?eptVisible=1
■ Adds the page load time counter to your LX header, but won’t display network bandwidth
■ Component code is minified so there is less impact on performance time
○ When using these, don’t open pages in new tabs or manually reload the page
■ That will measure the Lightning Framework bootstrap as part of the page load time & skew the results
● Measure EPT with the Lightning Usage App
○ App Launcher > “Lightning Usage”
● Event Monitoring
○ Is part of Salesforce Shield
○ Use the Lightning Page View event type
■ Tracks info like
● Which page was visited
● Which browser used
● How long spent on the page
● Load time for the page
○ Can also use these events:
■ Lightning Error
■ Lightning Interaction- user clicking, tapping, page scrolling
■ Lightning Performance
● 4 main factors adversely affect EPT
○ Network
■ Conditions & “distance” between device & host instance
○ Device
■ Available processing power, memory, & resources of device
○ Browser
■ Browser processing capabilities & config
○ Salesforce Config
■ LX page customizations, Visualforce implementations, specific org customizations
