Customer Discovery

Collaboration with Stakeholders Knowledge Area Introduction (33)

• Lengthy part of the Trailhead, largest part of the exam, and a big part of Mike Wheeler’s videos as well

What is Customer 360? (34)

• Customer 360 is a marketing term Salesforce came up with to represent the complete their complete portfolio of technology and services
  • What is Salesforce Customer 360?

• Salesforce Customer 360 Industries
  • Financial Services, Healthcare, Retail, Consumer Goods, etc

Agile vs. Waterfall (35)

• Waterfall is a more traditional approach to software development where everything is compressed into a single large release and development proceeds in a very stepwise manner:
  • Database, back end, front end, testing, big launch
• Agile project management is an iterative approach to managing software development projects that focuses on continuous releases and incorporating customer feedback with every iteration
  • Scrum and Kanban are two types of agile development methodologies

The Backlog - The Single Source of Truth for Work to Be Done (36)

• Backlog includes features, bugs, enhancements, technical or architectural tasks, support or maintenance work, etc
  • Owner of the product backlog is the “product owner” - they are responsible for prioritizing the work
  • Prioritized backlog is the single source of truth for the work that needs to be completed within Agile frameworks

Scrum Introduction - An Agile Framework (37)

• Scrum and Kanban at Salesforce
• Scrum:
  • Framework to deliver high-quality value to customers faster
  • Everyone is organized into small, cross-functional teams
  • Work in short iterations called Sprints
• ScrumMasters:
  • Remove blockers, don’t micromanage, steer the team from bad habits and inefficient processes, enable team to become collaborative/high-performing
• Product Owner:
  • Defines, prioritizes, approves work for team, facilitates communication among stakeholders and team members
• Shared Service Subject Matter Experts:
  • Ex: technical writers, designers
• Technical Program Manager:
  • Leadership level of each cloud (Service, Sales, Marketing, Platform)
• Functional Manager:
  • Ex: engineering manager, often act as a ScrumMaster or Product Owner
• Sprint Backlog: work to be completed in 2 week sprint

Scrum Implementation - Meetings (38)

• Planning Meetings and Impact and Adapt Meeting
  • Planning meetings create alignment among the teams so people don’t work in silos
    • Backlog Refinement - every two weeks
      • Break down work into 2 week chunks
      • Conditions of satisfaction (IE, definition of done)
      • Identify work that is not ready for release
    • Daily standup - happen every day except Thursday at Salesforce. Thursday is a no-meeting day.
  • Inspect and Adapt meetings are intended to improve the process and deliverable every sprint

Kanban Introduction - An Agile Framework (39)

• Four key traits of Kanban:
  • Visualization of workflow, where each piece of work is on a card/post-it
  • Limit Work-in-Progress (WIP)
  • Incremental and evolutionary change that result from certain events
  • Kanban includes metrics
• Kanban Embraces Last-Minute Change:
  • Imagine a scenario where a stakeholder wants your team to deliver a high-priority item right now
    • Scrum will always say, just put the item in the backlog since they are focused on the current sprint
    • Kanban will say, we have a top priority item right now, but we can tackle this next

Agile Delivery Vehicles - Initiatives, Epics and Stories (40)

• Atlassian: Stories, Epics, and Initiatives
  • Stories: requirements or requests written from perspective of an end user
  • Epics: larger bodies of work that can be broken down into smaller tasks
  • Initiatives: collections of epics

Identifying Stakeholders with Stakeholder Analysis and Stakeholder Mapping (41)

• How to identify stakeholders - consider following questions:
  • Who needs to be involved to create an effective change solution?
  • Who needs to be involved to get adequate sponsorship, resource, and decision-making authority?
  • Who has a disproportionate impact on other people’s perceptions of the change?
  • Who needs to be involved to represent those impacted most by the change?

• Use the 2x2 stakeholder mapping framework above to categorize each stakeholder:
  1. Actively Engage/Co-create: change-makers
  2. Garner Support: change sponsors
  3. Keep Informed: onlookers
  4. Motivate & Enable: change adopters
• Link to downloadable provided by Salesforce Stakeholder Analysis spreadsheet

The Importance of Whiteboarding in Business Analysis (42)

• Benefits: engages the audience, builds trust, sparks dialogue, disarms skeptical audience members, elevates relationship with audience
• Best practice is to create a “parking lot” so the whiteboarding session stays focused

Whiteboarding and Brainstorming Templates (43)

• Lucid Chart has templates that can be used for whiteboarding exercises

Enabling Surveys in Your Org - Reviewing Customer Satisfaction and NPS Surveys (44)

• Enable surveys via: Setup > Quick Find > “survey” > Survey Settings
• Reference Survey Basics trailhead module
  • Related list on Surveys has Survey Questions

Sending Surveys from Salesforce (45)

• Surveys can only sent to people inside the org (internal users) or community/experience members (external users)
• Can configure surveys to either include a unique link that can include the responder’s name so the response can be tied back to a specific user or to anonymize responses which cannot be tied back to a specific user

Analyzing Survey Results in Salesforce (46)

• Each survey has an analyze page

Jobs to Be Done Framework (JTBD) (47)

• Module is recommended by Mike Wheeler but not included as part of the “Prepare for BA Cert” trailmix: Jobs to Be Done Framework for Designers When interviewing, its important to:
  • Ask open-ended “how” or “why” questions to avoid yes/no responses
  • Keep questions solution-agnostic - goal is to get feedback on concepts
• Effective Job statements:
  • Reflect the customer’s perspective
  • Start with “When I’m…” (triggering event or situation)
  • Ensure stability over time
  • Clarify with context, if needed
• Ineffective Job statements:
  • Refer to technology or solutions
  • Mention methods or techniques
  • Reflect observations or preferences
  • Include compound concepts (ANDs or ORs)
• Good job statement: “When I’m on the go, I want to access my notes, so I can feel confident and prepared for customer meetings”
• Bad job statement: “Use a mobile app to easily access customer’s notes from my car to help me prepare for a meeting”

The Importance of Trust & Influence for BAs - Trust & Influence Pack Download (48)

• Trust and Influence are important aspects of software development that aren’t commonly emphasized - BAs should spend time developing these soft skills
  • Being persuasive, not bossy or dictatorial
  • Influencing styles: Collaborative, Assertive, Analytical, Accommodating, Inspiring

User Management - Introduction & Overview (49)

• Users can scramble their data to delete their info if Scramble Specific User Data setting is enabled
• Salesforce User Licenses help page
  • Recall there are differences between:
    • User License: determines which Salesforce features the users can access
    • Profile: determines what users can do in Salesforce
    • Role: determines what users can see in Salesforce based on where they are located in the role hierarchy
  • Recall usernames need to be in the form of an email address and unique across all Salesforce instances

Control What Your Users Can Access - Guide to Sharing Architecture (50)

• Recall the difference between object and field-level security
  • Org-level access - determines which users can get into the org
  • Org-level sharing settings - each object is Private, or Public Read/Write, Public Read-Only, etc
  • Object-level security is the simplest way to control which users have access to which data, which can prevent or allow groups of users to create, view, edit, or delete any records of the object
  • Field-level security can restrict access to certain fields, even on objects a user has access to
  • Record level access determines which specific records the users own
• Sharing Rules are another way of opening up access to records
• Developer reference: A Guide to Sharing Architecture

Multi-Factor Authentication (MFA) to Improve Org Security (51)

• Be aware of the Multi-Factor Authentication Assistant - find via Setup > Quick Find > “Multi-Factor” > Multi-Factor Authentication Assistant

Technical Debt & Current State Analysis - OrgCheck Tool (52)

• OrgCheck Tool - Mike Wheeler discovered by searching for “technical debt”
  • Complimentary tool to Salesforce Optimizer
  • Will flag fields, page layouts that aren’t being used
  • Users that haven’t logged in
  • Dependencies between fields, etc

V2MOM - Creating a Strategic Company Alignment (53)

• Whenever there are competing priorities, it means the company is not in alignment
• V2MOM is a framework to create alignment and leadership:
  • Vision - what do you want to achieve?
  • Values - what’s important to you?
  • Methods - how do you get it?
  • Obstacles - what is preventing you from being successful?
  • Measures - how do you know you have it?
• All Salesforce employees create a V2MOM annually
• V2MOMs have been a foundational tool for Salesforce since its formative years

Creating a V2MOM in the APP (54)

• Demo of creating a V2MOM using the V2MOM application
• Example “Obstacle” from Mike Wheeler: “Everything is urgent but not everything is essential”