The salesforce business analyst handbook : proven business analysis techniques and processes for a superior user experience and adoption / Srini Munagavalasa.

Format:

Book

Author/Creator:

Munagavalasa, Srini, author.

Language:

English

Subjects (All):

Management science.

Salesforce (Online service).

Physical Description:

1 online resource (232 pages)

Edition:

First edition.

Place of Publication:

Birmingham, England : Packt Publishing Ltd., [2022]

Biography/History:

Munagavalasa Srini: Srini Munagavalasa has more than 20 years of global IT experience in Salesforce CRM and PRM, SAP CRM, and HR. He has a passion for learning about new and emerging technologies and products and prototyping and implementing solutions that result in customer satisfaction and business benefits. He has authored 10+ articles on CRM, HR, and project management with Wellesley Information Services (WIS). He has also presented at Salesforce Dreamforce and SAP Sapphire/ASUG. He is currently working as a VP of Salesforce COE at MUFG Americas. He has a bachelor's degree in metallurgical engineering and holds a post-graduate diploma in operations management. He has worked with renowned companies such as CA Tech, IBM, The Walt Disney Company, and PwC.

Summary:

Become a proficient Salesforce business analyst with the help of expert recommendations, techniques, best practices, and practical advice Purchase of the print or Kindle book includes a free eBook in the PDF format. Key Features Learn the intricacies and nuances of every stage of a project's implementation Discover real-world examples, tips, and tricks that you can apply to any Salesforce project Overcome the challenges inherent in user interaction and improve your customer experience Book Description Salesforce business analysis skills are in high demand, and there are scant resources to satisfy this demand. This practical guide for business analysts contains all the tools, techniques, and processes needed to create business value and improve user adoption. The Salesforce Business Analyst Handbook begins with the most crucial element of any business analysis activity: identifying business requirements. You'll learn how to use tacit business analysis and Salesforce system analysis skills to rank and stack all requirements as well as get buy-in from stakeholders. Once you understand the requirements, you'll work on transforming them into working software via prototyping, mockups, and wireframing. But what good is a product if the customer cannot use it? To help you achieve that, this book will discuss various testing strategies and show you how to tailor testing scenarios that align with business requirements documents. Toward the end, you'll find out how to create easy-to-use training material for your customers and focus on post-production support - one of the most critical phases. Your customers will stay with you if you support them when they need it! By the end of this Salesforce book, you'll be able to successfully navigate every phase of a project and confidently apply your new knowledge in your own Salesforce implementations. What you will learn Create a roadmap to deliver a set of high-level requirements Prioritize requirements according to their business value Identify opportunities for improvement in process flows Communicate your solution design via conference room pilots Construct a requirements traceability matrix Conduct user acceptance tests and system integration tests Develop training artifacts so your customers can easily use your system Implement a post-production support model to retain your customers Who this book is for This book is for intermediate- to senior-level business analysts with a basic understanding of Salesforce CRM software or any CRM technology who want to learn proven business analysis techniques to set their business up for success.

Contents:

Intro

Title Page

Copyright and Credits

Contributors

About the reviewers

Table of Contents

Preface

Part 1: Planning and Analysis - BRD/Prioritized Product Backlog

Chapter 1: Identifying Requirements

The role of business analysis in identifying requirement sources

Types of requirements

Securing support from the project sponsor

Common sources where you can identify business requirements

Document analysis

Identify key stakeholders

Navigate the organization

Current system usage

Identify the key end user

Needs decomposition

Get a system walkthrough

Active participation

Existing systems

Note-taking

Assumptions

Meeting minutes

Real-life scenarios with examples

Scenario 1

Scenario 2

Scenario 3

Practical tips for success

Summary

Questions

Further reading

Chapter 2: Elicitation and Document Requirements

Elicitation planning

Elicitation tasks

Requirement elicitation techniques

Observation

Brainstorming

Surveys

Interviews / focus groups

Conference room pilots / requirements workshops

Prototyping

Process models

User stories

Requirement documentation

The art of elicitation

Chapter 3: Prioritizing Requirements

The importance of requirement prioritization

Reviewing prioritization techniques

MoSCoW analysis

Story mapping

Dependency map between requirements

Managing prioritization meetings

Simple CRM requirement prioritization and roadmap scenario

Chapter 4: Process Flows - "As-Is" versus "To-Be"

Reviewing the process flow

Process flow types

Understanding and capturing the current state "as-is"

Current state swim lane process flow diagram.

Proven techniques to capture the current state

Identifying gaps and improvement/automation opportunities

Developing the future state - "to-be"

Future state swim lane process flow diagram

Benefits of creating process flows

Chapter 5: Business Requirements Document

Reviewing the need for business requirements documentation

Understanding user requirements and use cases

Exploring functional and non-functional requirements

Functional requirements

Non-functional requirements

Learning what level of detail is sufficient

Requirements matrix (prioritized product backlog)

Explaining a typical business requirement document and its key attributes

Part 2: Design, Development, and Testing - Iterative Cycles with Prototypes and Conference Room Pilots

Chapter 6: Solution Design and Functional Document

Understanding solution design

Identifying functional requirements

Identifying non-functional requirements

Reviewing data conversion requirements

Understanding the functional requirements matrix

Developing the function document

Chapter 7: Demonstrate Functionality Using Prototypes

The need for prototyping and its categories

Categories of prototype

When to do prototyping

Prototype stages

What and how do you prototype?

Tools to document prototyping

The benefits of prototyping

Chapter 8: Exploring Conference Room Pilots

Understanding what CRPs are

Exploring the timing and participants of CRPs

Scope CRP

Design CRP

Build CRP

Test CRP

Facilitating CRPs

Managing scope creep during CRPs.

Reviewing the benefits of CRPs

Chapter 9: Technical and Quality Testing

Planning testing activities

Testing strategy

Testing levels

Testing methods

Testing schedule

Testing approach

Testing phases

Types of testing

Sample test script/case fields

Benefits of testing

Chapter 10: Requirements Traceability Matrix

Understanding the importance of an RTM

Learning what to capture in an RTM

Exploring types of traceability

Reviewing an RTM template sample

Benefits of an RTM

Part 3: End User Testing, Communication, Training, and Support

Chapter 11: User Acceptance Testing

Identifying the right set of UAT users

Learning how to help UAT users test effectively

Getting feedback on usability

Exploring the need for UAT

Reviewing the benefits of UAT

Chapter 12: Communication and Knowledge Management

End user communication

Different knowledge management types

Explicit knowledge

Tacit knowledge

Knowledge artifacts accessibility

Benefits of communication and knowledge management

Chapter 13: End User Training

Planning for training

Preparing for training

Setting up the training environment

Reviewing types of training materials

Understanding the importance of in-person or live training

Facilitating a training session

Benefits of end user training

Chapter 14: Post Go-Live Support / User Forums

Super care

Production support

User forums.

Topics to cover during the user forum

Delivery cadence

Benefits of production support

Assessments

Chapter 1 - Identifying Requirements

Chapter 2 - Elicitation and Document Requirements

Chapter 3 - Prioritizing Requirements

Chapter 4 - Process Flows - "As-Is" versus "To-Be"

Chapter 5 - Business Requirements Document

Chapter 6 - Solution Design and Functional Document

Chapter 7 - Demonstrate Functionality Using Prototypes

Chapter 8 - Exploring Conference Room Pilots

Chapter 9 - Technical and Quality Testing

Chapter 10 - Requirements Traceability Matrix

Chapter 11 - User Acceptance Testing

Chapter 12 - Communication and Knowledge Management

Chapter 13 - End User Training

Chapter 14 - Post Go-Live Support / User Forums

Index

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Notes:

Description based on publisher supplied metadata and other sources.

Description based on print version record.

ISBN:

9781801810579

1801810575

OCLC:

1351680088