Writer’s Block


Greetings!   Well, if you have found this blog, let me say a few things about me to introduce myself.

I have been a long time Business Analyst and Technical Writer who was introduced to Salesforce in 2009 by my friend Leyna Hoffer @tcsfdc.   After that time, I was able to introduce Salesforce features to 2 other organizations and can’t wait to learn more.

I really like being a Business Analyst and I enjoy attending the local meetings for the Business Analyst Community @IIBAMSPChapter.  The leadership here is really good as they share information and try to improve each other’s knowledge.

When I was introduced to the Salesforce community, and started to learn more about Salesforce, I found an immediate connection with being a Business Analyst and a Salesforce Administrator.  Why?  Well, I think about the Characteristics of an Effective Business Analyst as follows:

  • Influence and Credibility
  • Results Oriented
  • Good Listener
  • Empathy
  • Good analytical skills
  • Poise & presence
  • Trust
  • Effective implementer
  • Good communicator
  • Technical proficiency
  • Enthusiasm
  • Flexibility
  • Self-starter

This list of Characteristics looks a lot like a Salesforce Admin to me!  So of course I feel right at home with the Salesforce.com platform.


Another example is looking at the Service Cloud Certification Guide.  As I study, I notice words that remind me of all my work as a Business Systems Analyst:

Industry Knowledge 15%
Explain the factors that influence key contact center metrics, KPIs, and business challenges.
Explain the uses cases, costs and benefits for different interaction channels.
Identify challenges and considerations for business continuity in the contact center.
Compare and contrast the different types of contact centers and their business drivers.
Identify the core tenets of KCS.
Describe how various components of a contact center can solve different business challenges.
Implementation Strategies 5%
Given a scenario, determine how to facilitate a successful consulting engagement
Given a scenario, determine appropriate contact center deployment strategies.
Service Cloud Solution Design 15%
Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations and design trade-offs.
Distinguish when it is appropriate to include custom application development or third-party applications.
Distinguish the key components that contribute to performance optimization within a design.
Describe the user experience requirements that can be solved by the Salesforce Console for Service.
Knowledge Management 11%
Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback.
Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance.
Compare and contrast Files, Content, Solutions, and Knowledge.
Given a set of requirements, determine how to configure data categories, article types, and publishing workflow.
Distinguish the key factors to consider when designing a Knowledge data migration strategy.
Interaction Channels 15%
Describe the use cases and functionality for each interaction channel including mobile, phone, email, web, chat and social media.
Differentiate between the available email-to-case and web-to-case solutions and explain how to configure
Explain the Open CTI features, architecture, and implications.
Given a set of requirements, recommend the appropriate Communities solution.
Explain the design considerations and best practices when configuring an interaction channel solution.
Case Management 25%
Given a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition.
Describe the relationships between cases and other areas such as assets, entitlements, Communities, Live Agent, and Knowledge.
Given a set of KPIs, determine the appropriate case management solution.
Identify use cases for Chatter, Chatter Answers and Case Feed within case management.
Explain the capabilities, use cases, and how to configure the service entitlements in Salesforce.
Explain the use cases, capabilities and limitations of Visual Workflow pertinent to case management.
Identify capabilities for managing cases using social media.
Contact Center Analytics 7%
Given a set of desired metrics, determine the appropriate reporting solution taking into account data sources, data volume, and various contact center technologies.
Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives).
Given a scenario, recommend appropriate strategies to measure adoption given customer size, implementation design, and required metrics.
Integration and Data Management 7%
Given a scenario, analyze the implications and design considerations of large data and transaction volumes.
Explain the use cases and considerations common to contact center integration patterns.
Explain the use cases and considerations for data migration and data quality.

There are many correlations between what Salesforce Admins do as technical wizards, and what Business Analysts do to understand and improve systems and process at an enterprise level.

So in this space, I will jot down from time to time thoughts about Best Practice for Business Analysis and Salesforce Administration.

Thats it.   Thanks for reading.