The Salesforce Business Analyst Handbook: Proven business analysis techniques and processes for a superior user experience and adoption

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.

《Salesforce業務分析師手冊》

主要特點

• 了解項目實施的每個階段的細節和細微差別


• 發現可以應用於任何Salesforce項目的實際案例、技巧和訣竅


• 克服用戶互動中的挑戰，改善客戶體驗

書籍描述

Salesforce業務分析技能需求量大，但相關資源稀缺。這本針對業務分析師的實用指南包含了創造業務價值和提高用戶採用率所需的所有工具、技術和流程。

《Salesforce業務分析師手冊》從任何業務分析活動最重要的元素開始：確定業務需求。您將學習如何使用默示的業務分析和Salesforce系統分析技能來對所有需求進行排序和評估，並獲得利益相關者的支持。一旦您了解了需求，您將致力於通過原型、模型和線框圖將其轉化為可工作的軟件。但如果客戶無法使用產品，那又有什麼用呢？為了幫助您實現這一點，本書將討論各種測試策略，並向您展示如何根據業務需求文檔定制測試場景。最後，您將了解如何為客戶創建易於使用的培訓材料，並專注於後期支持 - 這是最關鍵的階段之一。只要您在客戶需要時給予支持，他們就會一直與您合作！

通過閱讀本書，您將能夠成功地運營項目的每個階段，並自信地應用您在Salesforce實施中所學到的新知識。

您將學到什麼

• 創建交付一組高層次需求的路線圖


• 根據業務價值優先處理需求


• 識別流程流程中的改進機會


• 通過會議室試點來傳達您的解決方案設計


• 構建需求追踪矩陣


• 進行用戶驗收測試和系統集成測試


• 開發培訓文檔，使您的客戶能夠輕鬆使用您的系統


• 實施後期支持模型以保留您的客戶

適合閱讀對象

本書適合具有基本Salesforce CRM軟件或任何CRM技術的中高級業務分析師，他們希望學習經過驗證的業務分析技術，為他們的業務取得成功。

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 resulting 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 papers at Salesforce Dreamforce and SAP Sapphire/ASUG. He is currently working as a VP at 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.

Srini Munagavalasa在Salesforce CRM和PRM、SAP CRM和HR領域擁有超過20年的全球IT經驗。他熱衷於學習新興技術和產品，並通過原型設計和實施解決方案來實現客戶滿意度和業務效益。他在CRM、HR和項目管理方面撰寫了10多篇文章，並與Wellesley Information Services (WIS)合作。他還在Salesforce Dreamforce和SAP Sapphire/ASUG上發表了論文。他目前在MUFG Americas擔任Salesforce COE的副總裁。他擁有冶金工程學士學位和運營管理的研究生文憑。他曾在CA Tech、IBM、The Walt Disney Company和PwC等知名公司工作。

Table of Contents

1. Identifying Requirements
2. Elicitation and Document Requirements
3. Prioritizing Requirements
4. Process Flows - "As-is" versus "To-be"
5. Business Requirements Document
6. Solution Design and Functional Document
7. Demonstrate Functionality Using Prototypes
8. Exploring Conference Room Pilots
9. Technical and Quality Testing
10. Requirements Traceability Matrix
11. User Acceptance Testing
12. Communication and Knowledge Management
13. End User Training
14. Post Go-Live Support / User Forums

目錄

1. 識別需求


2. 引出並記錄需求


3. 優先排序需求


4. 流程圖 - 「現況」與「目標」


5. 業務需求文件


6. 解決方案設計和功能文件


7. 使用原型展示功能


8. 探索會議室試驗


9. 技術和品質測試


10. 需求追蹤矩陣


11. 使用者驗收測試


12. 溝通和知識管理


13. 最終使用者培訓


14. 上線後支援/使用者論壇