Salesforce Cloud Personas Overview
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Questions and Answers

What is the primary focus of a Sales Leader in Salesforce Cloud?

  • Managing and training sales representatives (correct)
  • Finding new leads for the sales team
  • Creating and analyzing reports
  • Closing deals with clients

    • Which persona is most revenue-driven and focuses on closing sales through in-person interactions?

  • Data Expert
  • Trusted Advisor
  • Pipeline Builder
  • Deal Closer (correct)

    • What is a primary responsibility of the Data Expert persona?

  • Managing the sales pipeline and reporting (correct)
  • Nurturing relationships with existing customers
  • Logging sales activities
  • Finding and qualifying new leads

    • Which role in the Sales Cloud is primarily responsible for finding and qualifying new leads?

    <p>Pipeline Builder</p> Signup and view all the answers

    What is the focus of the Case Solver persona in Service Cloud?

    <p>Handling escalated cases through various communication channels</p> Signup and view all the answers

    Which persona is primarily engaged in upselling and managing renewals?

    <p>Trusted Advisor</p> Signup and view all the answers

    Which of the following personas is NOT part of the Sales Cloud?

    <p>Marketing Manager</p> Signup and view all the answers

    Which persona in the Experience Cloud focuses on managing communities and sites?

    <p>Community Manager</p> Signup and view all the answers

    What is the primary purpose of incorporating details such as persona, activity, motivations, and goals in a user story?

    <p>To enhance the impact and understanding of the user story.</p> Signup and view all the answers

    Which of the following elements is NOT typically included in the user story format?

    <p>Budget constraints</p> Signup and view all the answers

    In the context of the prioritization matrix, what does 'Do it!' indicate?

    <p>High value and low technical difficulty.</p> Signup and view all the answers

    How should the team determine which updates to prioritize during the design and development process?

    <p>By focusing solely on the primary persona's needs.</p> Signup and view all the answers

    What should teams do to ensure easy access to personas during the user story creation process?

    <p>Post persona decks in work areas and meeting rooms.</p> Signup and view all the answers

    What is the primary role of a Community Manager?

    <p>Moderating forums and managing content</p> Signup and view all the answers

    Which task is primarily handled by Site Admins?

    <p>Managing member access and permissions</p> Signup and view all the answers

    What percentage of proficiency do Site Admins typically have in using Salesforce administrative features?

    <p>60%</p> Signup and view all the answers

    What is a primary responsibility of a Site Builder?

    <p>Customizing the community's appearance and functionality</p> Signup and view all the answers

    Which method is recommended for user-persona mapping?

    <p>Conducting surveys or interviews</p> Signup and view all the answers

    How often do Community Managers typically track metrics?

    <p>Weekly</p> Signup and view all the answers

    Why is persona-user mapping important?

    <p>To clarify user requirements for user stories</p> Signup and view all the answers

    What is a typical profile of a Site Builder?

    <p>Salesforce consultants focused on community layout</p> Signup and view all the answers

    What aspect is NOT a part of a Community Manager's duties?

    <p>Overseeing member access</p> Signup and view all the answers

    Which tool is primarily used by Site Builders to customize community features?

    <p>Community Builder and Visualforce</p> Signup and view all the answers

    Which activities are primarily conducted by a Service Admin in Salesforce?

    <p>Creating and viewing reports and dashboards</p> Signup and view all the answers

    What is a primary responsibility of an Expert Agent?

    <p>Creating and maintaining the organization's Knowledge Base</p> Signup and view all the answers

    How many hours does a Marketing Manager typically spend in Salesforce daily?

    <p>3 hours</p> Signup and view all the answers

    What is one of the main focuses of the Team Leader in Salesforce?

    <p>Creating and viewing reports and dashboards</p> Signup and view all the answers

    Which of the following is NOT a task typically performed by the Service Admin?

    <p>Logging activities</p> Signup and view all the answers

    Which statement is true regarding the Expert Agent's interaction with customers?

    <p>They utilize phone, email, and may include social media for support.</p> Signup and view all the answers

    What is one of the key activities of the Marketing Manager while using Salesforce?

    <p>Analyzing campaign metrics</p> Signup and view all the answers

    What distinguishes the Team Leader's role in Salesforce compared to that of an Expert Agent?

    <p>Lower time spent in Salesforce</p> Signup and view all the answers

    Which role is primarily responsible for modifying Salesforce reports and dashboards?

    <p>Service Admin</p> Signup and view all the answers

    Which of the following statements about the Service Admin is accurate?

    <p>They manage various Salesforce products like Chatter and Live Agent.</p> Signup and view all the answers

    What is the primary focus of a Marketing Specialist?

    <p>Executing cross-channel marketing campaigns and analyzing data</p> Signup and view all the answers

    How many hours does the Designer-Developer typically spend on Salesforce daily?

    <p>6 hours</p> Signup and view all the answers

    Which role is primarily responsible for offering strategic direction to the marketing team?

    <p>Strategic Leader</p> Signup and view all the answers

    What motivates the IT Services employee in their role?

    <p>Enhancing organizational infrastructure and supporting the marketing team</p> Signup and view all the answers

    What is a common aspiration of the Marketing Specialist?

    <p>To advance to the role of Marketing Manager</p> Signup and view all the answers

    Which of the following best describes Site Users?

    <p>Partners, customers, and employees engaged in portals and communities</p> Signup and view all the answers

    What aspect of marketing does the Strategic Leader focus heavily on?

    <p>Data-driven marketing strategies</p> Signup and view all the answers

    What is a key responsibility of the Designer-Developer?

    <p>Coordinating approvals for marketing materials and coding emails</p> Signup and view all the answers

    How does the IT Services employee interact with Salesforce?

    <p>Managing APIs and debugging automations with minimal daily interaction</p> Signup and view all the answers

    What is the primary time investment of the Strategic Leader in Salesforce used for?

    <p>Reviewing dashboards and approving content for campaigns</p> Signup and view all the answers

    Study Notes

    Salesforce Cloud Personas

    • Sales Cloud: Includes Sales Leader, Deal Closer, Data Expert, Pipeline Builder, and Trusted Advisor roles.
    • Service Cloud: Includes Case Solver, Expert Agent, Team Leader, and Service Admin roles.
    • Marketing Cloud: Includes Marketing Manager, Strategic Leader, Marketing Specialist, and Designer-Developer roles.
    • Experience Cloud: Includes IT Services, Site User, Community Manager, and Site Builder roles.

    Sales Cloud Personas - Detailed

    • Sales Leader: Focuses on managing, coaching, and training sales representatives, handles tools and process management, views and creates reports, administers Salesforce, and collaborates to ensure team quota meets.
    • Deal Closer: Spends significant time preparing for sales calls, meetings, and demos to close deals through interactions. Activities include logging sales, updating prospects & customers, entering new leads, and maintaining relationships with existing customers.
    • Data Expert: Invests much time in reporting and forecasting, managing the sales pipeline, and customizing/administering Salesforce.
    • Pipeline Builder: Focuses on finding and qualifying new leads, prospecting for new opportunities within existing accounts; entering prospects & customers, updating leads, and logging sales activities.
    • Trusted Advisor: Focuses on nurturing and expanding relationships with existing customers. Responsibilities include upselling, deal growth, managing renewals, and prospecting within existing accounts.

    Service Cloud Personas - Detailed

    • Case Solver: Experienced agents handling escalated cases through various channels (phone, email, live chat, sometimes social media). Common tasks include logging activities, troubleshooting issues, updating customers, viewing case statuses, and collaborating with colleagues to resolve cases. Typically spends 5+ hours in Salesforce daily.
    • Team Leader: Oversees and trains agents, and spends less than 5 hours in Salesforce daily; main activities include viewing case statuses, creating reports & dashboards, collaborating to resolve cases, troubleshooting, and changing case ownership.
    • Expert Agent: Handles escalated cases, contributes to company knowledge base through articles, provides training, mostly interacts with customers via phone or email, and occasionally live chat or social media. Common activities include troubleshooting customer issues, viewing case statuses, logging activities, resolving cases, and creating support cases.
    • Service Admin: Manages and maintains the organization's Service Cloud instance; includes creating reports & dashboards; spending 5+ hours daily in Salesforce performing administration tasks, including customizing/administering the platform, creating users & accounts, viewing case statuses, and troubleshooting customer issues.

    Marketing Cloud Personas - Detailed

    • Marketing Manager: Oversees teams and projects, executing marketing strategies; coordinates cross-channel messaging, approves content, analyzes campaign metrics to drive revenue growth, and enhance customer experiences. Typically spends around 3 hours in Salesforce daily.
    • Strategic Leader: Creates marketing strategy & offers direction, explores innovative Salesforce uses, primarily reviews dashboards, analyzes ROI insights, and approves content for significant campaigns; spends roughly 2 hours daily in Salesforce.
    • Marketing Specialist: Executes cross-channel campaigns, utilizes data for valuable insights, develops and sends marketing communications while analyzing data and monitoring campaigns. Drives passion for successful marketing outcomes.
    • Designer-Developer: Creates and codes marketing assets for single-channel marketing, especially for lifecycle and segmented campaigns; spends about 6 hours daily in Salesforce, designing marketing assets, coding/testing emails, and coordinating marketing materials approvals.
    • IT Services: Primarily supports marketing data operations, including real-time, lifecycle, and segmented marketing. Utilizes APIs for data integration and debugging automations. Spending significant time managing organizational infrastructure.

    Experience Cloud Personas - Detailed

    • Site User: Encompasses partners, customers, and employees. Utilizes portals, sites, and communities for collaboration, obtaining support, and knowledge acquisition.
    • Community Manager: Oversees Experience Cloud sites, ensuring adherence to standards; offering member support and managing content; also commonly moderates forums.
    • Site Admin: Responsible for managing member access, permissions.
    • Site Builder: Customizes community appearance and functionality, uses Community Builder and Visualforce tools.

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    Related Documents

    Salesforce Cloud Personas PDF

    Description

    Explore the various personas within Salesforce Cloud, including roles in Sales Cloud, Service Cloud, Marketing Cloud, and Experience Cloud. Each persona has distinctive responsibilities and focuses, such as managing teams or closing deals. This quiz will test your understanding of these key roles and their functions within the Salesforce ecosystem.

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