Become a proficient Salesforce business analyst with the help of expert recommendations, techniques, best practices, and practical advice

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.

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

About the Author

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.