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Question 145 - Certified Business Analyst discussion

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Universal Containers is working to improve Salesforce adoption. Customer reps are utilizing many Salesforce features in the org, but sales reps are still relying on their personal spreadsheets.

What should the business analyst do to better understand the sales reps process in order increase Salesforce adoption?

A.
Host Focus group, conduct surveys, and shadow the sales reps to observe the tools they use and how the use them.
Answers
A.
Host Focus group, conduct surveys, and shadow the sales reps to observe the tools they use and how the use them.
B.
Run reports based on usage to see where the sales reps are spending the majority of their time in Salesforce.
Answers
B.
Run reports based on usage to see where the sales reps are spending the majority of their time in Salesforce.
C.
Arrange for the sales reps to collaborate with customer service reps to learn service reps interact with Salesforce.
Answers
C.
Arrange for the sales reps to collaborate with customer service reps to learn service reps interact with Salesforce.
Suggested answer: A

Explanation:

The best practice for understanding the sales reps process in order to increase Salesforce adoption is to host focus groups, conduct surveys, and shadow the sales reps to observe the tools they use and how they use them. These methods help to elicit feedback and insights from the sales reps, understand their pain points and needs, identify the gaps and opportunities in their current process, and demonstrate the value and benefits of using Salesforce. The other options are either insufficient or irrelevant. Option B does not capture the sales reps' perspectives or preferences, and may not reflect their actual usage of Salesforce. Option C does not address the sales reps' process or challenges, and may not be applicable or effective for them.

Reference: https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-discovery/plan-and-facilitate-discovery-sessions

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asked 23/09/2024
Michael Geary
35 questions
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