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

Description

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 FeaturesLearn the intricacies and nuances of every stage of a project's implementationDiscover real-world examples, tips, and tricks that you can apply to any Salesforce projectOvercome the challenges inherent in user interaction and improve your customer experienceBook 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 learnCreate a roadmap to deliver a set of high-level requirementsPrioritize requirements according to their business valueIdentify opportunities for improvement in process flowsCommunicate your solution design via conference room pilotsConstruct a requirements traceability matrixConduct user acceptance tests and system integration testsDevelop training artifacts so your customers can easily use your systemImplement a post-production support model to retain your customersWho 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. Table of ContentsIdentifying RequirementsElicitation and Document RequirementsPrioritizing RequirementsProcess Flows - "As-is" versus "To-be"Business Requirements DocumentSolution Design and Functional DocumentDemonstrate Functionality Using PrototypesExploring Conference Room PilotsTechnical and Quality TestingRequirements Traceability MatrixUser Acceptance TestingCommunication and Knowledge ManagementEnd User TrainingPost Go-Live Support / User Forums 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 Practical tips for success Summary Questions Further reading Chapter 3: Prioritizing Requirements The importance of requirement prioritization Reviewing prioritization techniques MoSCoW analysis Story mapping Dependency map between requirements Managing prioritization meetings Practical tips for success Simple CRM requirement prioritization and roadmap scenario Summary Questions Further reading 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 Summary Questions Further reading 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 Practical tips for success Summary Questions Further reading 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 Practical tips for success Summary Questions Further reading 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 Practical tips for success Summary Questions Further reading 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 Practical tips for success Summary Questions Further reading 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 Practical tips for success Summary Questions Further reading 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 Practical tips for success Summary Questions Further reading 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 Practical tips for success Summary Questions Further reading 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 Practical tips for success Summary Questions 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 Practical tips for success Summary Questions 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 Practical tips for success Summary Questions 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 Other Books You May Enjoy