Customer Discovery

Customer Discovery Knowledge Area Introduction (6)

  • From the Exam Guide:
    • Customer Discovery: 17%
      • Determine business strategies, goals, initiatives, and challenges to define the scope of business analysis.
      • Discover how a customer is leveraging and benefiting from Salesforce products to establish the current state.
      • Understand and explain Business Analyst roles and responsibilities in different phases of the implementation lifecycle.
      • Apply the implementation lifecycle for planning business analysis activities.
      • Analyze the customer’s Salesforce environment to identify opportunities and constraints.
      • Demonstrate knowledge of Salesforce capabilities and its potential to recommend solutions to the business.

Installing the V2MOM Application (7)

  • Two hands-on orgs that MW recommends installing: Agile Accelerator and V2MOM:
  • Access https://appexchange.salesforce.com/
    • Each app has a listing ID and a package ID
      • Listing ID is included in the URL, Package ID is less accessible. You can only get it after confirming you want to install the app in production
    • V2MOM AppExchange Listing, package id: 04t5f000000NppIAAc or 04t5f000000NppIAAc?
      • Vision, Values, Methods, Obstacles, Measures
    • To install in Trailhead org, grab the unique Salesforce app ID (04t5f000000NppIAAc or 04t5f000000NppIAAc?) and then install it using the

Installing Agile Accelerator (8)

New Apps Overview - V2MOM & Agile Accelerator (9)

Salesforce Paths to Capture the Stages of a Customer Journey (10)

  • Journey Mapping is a way of improving your solution design by mapping how customers experience your product or service
    • Journey Mapping is analogous to the stages along Salesforce’s Path options, for example Lead Conversion paths or Opportunity Closing paths

Journey Mapping Using Lucidchart Templates (11)

  • Microsoft Visio is a competing product to LucidChart
  • LucidChart is an app you can create to Customer Journeys
    • LucidChart has a “free” account option
  • In LucidChart, just search for a “journey map” to find templates

Lucidchart Salesforce Templates (12)

  • Search “Salesforce” inside of LucidChart to find Salesforce-specific templates

Establishing Current State Introduction (13)

  • Current state analysis assumes that the customer is already using Salesforce and you are being brought in as a Business Analyst to help establish the current state to find improvements on the platform.

Establishing Current State with the Salesforce Adoption App (14)

  • The Salesforce Adoption Dashboards provided by Salesforce can be a useful tool in establishing current state
    • Once installed access by going into “Dashboards” in the org. Three dashboards are included:
      1. 1 - User Adoption (Logins)
      2. 2 - Key Feature Adoption
      3. 3 - Sales & Marketing Adoption
    • These dashboards can help identify areas of weakness/incompleteness in the org

Establishing Current State with the Lightning Usage App (15)

  • Should already be installed in most orgs
  • Especially helpful for companies migrating from Classic to Lightning
  • Also breaks down profile usage/permission set usage, most accessed pages, page load times, log in metrics, etc

Establishing Current State with the Salesforce Optimizer (16)

  • To access the Salesforce Optimizer app, go to Quick Find > “Optimizer” > Optimizer
    • Once enabled, the optimizer shows up in the app launcher
    • Can schedule optimizer to run monthly or more frequently for enterprise orgs

Accessing the Salesforce Optimizer Results (17)

  • Salesforce Optimizer takes up to 24 hours to run. When done, it will send you an email.
  • Results are sorted in order of severity - Immediate Action required, Action required, etc
  • Also provides a estimate for the amount of work required - < 30 minutes, 30 - 60 minutes, 1 - 2 hours, etc

Establishing Current State with Custom Report Types (18)

  • Get Lightning Experience Adoption Insights with the Lightning Usage App
    • Lightning Usage App objects are available for custom reports - to build a custom report, first create a custom report type using that object
    • Example reports that are possible:
      • Performance of Pages with Highest Traffic, Grouped by Browser
      • Standard Lightning Pages Most Frequently Viewed, Grouped by User, Role, or Profile

Business Analyst Best Practice - Model Business Processes (19)

Business Analyst Best Practice - What Before How (20)

  • In the Business Analyst Best Practices Trailhead module, there is a section called “Understand, then Solution” - Mike Wheeler suggests this should be called “WHAT Before HOW” instead
    • From Mike Wheeler’s LinkedIn post on the topic:
      • “When gathering requirements, the key is to listen, and to be solution-agnostic. The time to figure out HOW you are going to build something can wait. If you start focusing on HOW too early, you won’t be listening. You will miss the WHAT. You will be thinking about how you can steer the requirements to areas and solutions you feel comfortable with. Focus on WHAT the customer needs. Once that is clear, HOW will present itself in time.”
    • From the Trailhead module:
      • One problem that can arise is when stakeholders come to an initial meeting already bearing a solution
      • Flip side of the same coin is when a new admin or business analyst gets too eager to quickly use new skills to change a process

Application Lifecycle and Development Models (21)

  • From Application Lifecycle and Development Modules
    • Stages: Plan Release, Develop, Test, Build Release, Test Release, Release
  • What is safe to change in production? Per Mike Wheeler, “Nothing.”
    • Even complex dashboards/reports and email templates should be developed in a sandbox and pushed to production via change set

Change Sets and the View Setup Audit Trail (22)

  • The “Setup Audit Trail” includes information about recent changes made in the Salesforce org, who made them, date and time, etc
    • Access via: Setup > Quick Find > “View” > View Setup Audit Trail

Implementation Lifecycle Overview (23)

  • “Implementation Lifecycle” is referenced in both the 3rd and 4th learning objectives under Customer Discovery
    • Four phases in the Implementation Lifecycle:
      • Analyze, Build, Deliver, Operate

Assessing Your Platform Org Health by Running the Security Health Check (24)

  • Access the “Health Check” via Setup > Quick Find > “Health” > “Health Check”
    • Running the health check results in a Salesforce Baseline Standard score, which for a vanilla Trailhead org is 74%
    • Provides a quick and easy way of addressing security vulnerabilities of your Salesforce org

System Overview (25)

  • Access the “System Overview” via Setup > Quick Find > “System” > “System Overview”
    • Provides some key usage data about your org, including information about custom objects

Change Management (26)

Center of Excellence (CoE) (27)

Template - Project Management Lite (28)

  • A “configuration audit” is when a BA works through setup to figure out how a Salesforce org is configured
    • “Prescriptive” means “Saying exactly what must happen, especially by giving an instruction or making a rule”
    • IE, the title of this section is that a configuration audit is not required but it is recommended
  • For example, a configuration audit could include going through and seeing the Profiles that have been created, Permission Sets, Permission Set Groups, Sharing Settings, Process Automations, Flows, Workflow Rules that need to be converted, etc

Business Analyst Best Practice - Develop Testable Benchmarks (30)

  • Examples: How many minutes does it take for a sales rep to make a quote and email it to their customer? How often do your service agents need to make a return visit after installing a home appliance?
    • Benchmarks should be quantifiable, so that you can test whether a process has improved by comparing current state versus improved state

Types of Documentation (31)

  • Example documents:
    • Stakeholder Analysis
    • Interview and Elicitation Records
    • User Stories AKA Ticket/Work Item - requirements
    • Use Case - identifies, defines, and organizes the system requirements from the perspective of a user
    • Business Analysis Plan - lists all the business analysis activities that will take place throughout the project
    • Current State Analysis - documents the current state before a BA scopes a project to improve it
    • Scope Statement Specification - most fundamental deliverable on any project - clear definition of what needs to be achieved
    • Functional Requirement Specification (FRS) - requirements defined from an end user or business perspective
    • System Requirement Specification (SRS) - details how the complete system should function and enumerates hardware, software, and functional/behavioral requirements of the system
    • Gap Analysis Document - describes the gaps between the current processes and the intended processes
    • Change Request Logs - log of all changes requests in the project including date of request, requester, any other key info

Intro to Personas and Persona Pack (32)