3. 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 (A)</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 (D)</p> Signup and view all the answers

Which persona is primarily engaged in upselling and managing renewals?

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

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

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

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

<p>Community Manager (C)</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. (D)</p> Signup and view all the answers

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

<p>Budget constraints (B)</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. (D)</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. (B)</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. (B)</p> Signup and view all the answers

What is the primary role of a Community Manager?

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

Which task is primarily handled by Site Admins?

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

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

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

What is a primary responsibility of a Site Builder?

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

Which method is recommended for user-persona mapping?

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

How often do Community Managers typically track metrics?

<p>Weekly (D)</p> Signup and view all the answers

Why is persona-user mapping important?

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

What is a typical profile of a Site Builder?

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

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

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

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

<p>Community Builder and Visualforce (A)</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 (A), Logging customer activities and troubleshooting issues (B)</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 (D)</p> Signup and view all the answers

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

<p>3 hours (A)</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 (B)</p> Signup and view all the answers

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

<p>Logging activities (D)</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. (B)</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 (B)</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 (D)</p> Signup and view all the answers

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

<p>Service Admin (D)</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. (C)</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 (D)</p> Signup and view all the answers

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

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

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

<p>Strategic Leader (C)</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 (D)</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 (B)</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 (A)</p> Signup and view all the answers

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

<p>Data-driven marketing strategies (A)</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 (D)</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 (D)</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 (D)</p> Signup and view all the answers

Flashcards

Sales Leader

A Salesforce user who primarily manages, sets strategies & provides guidance for the sales team, overseeing tools & process management.

Deal Closer

A Salesforce user primarily focused on closing deals. This involves interacting with potential clients, preparing presentations, and maintaining customer relationships.

Data Expert

A Salesforce user who builds & analyzes data to optimize sales processes. They focus on reporting, forecasting, and managing Salesforce tools for the team.

Pipeline Builder

A Salesforce user responsible for identifying new sales opportunities, qualifying leads, and prospecting for new clients.

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Trusted Advisor

A Salesforce user who focuses on building and maintaining long-term relationships with existing customers. They actively upsell, manage renewals, and address customer concerns.

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Case Solver

A Salesforce user who handles and resolves customer issues. This involves interacting with customers through various channels, like phone, email, and live chat.

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Expert Agent

A Salesforce user who excels in providing customer support while demonstrating in-depth knowledge of products and services.

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Team Leader

A Salesforce user responsible for leading and managing a team of customer service agents. This involves motivating team members, monitoring performance, and ensuring service quality.

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Service Admin

A Salesforce user who manages and maintains the Service Cloud instance of their organization. They are responsible for customizing and administering the platform, creating users and accounts, viewing case statuses, and troubleshooting customer issues.

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Marketing Manager

A Salesforce user who plays a crucial role in overseeing teams and projects while crafting and executing marketing strategies. They use Salesforce to coordinate cross-channel messaging, approve content, analyze campaign metrics, and drive revenue growth through personalized marketing campaigns.

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What is a User Story?

A user story is a short, informal description of a feature from the perspective of a user, outlining their needs and goals. It follows a simple format "As a [Persona], I want to [Task] so that I [Benefit]".

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What is a Prioritization Matrix?

It's a tool used to understand and prioritize features based on both their value to the primary user (how important is it to them) and the technical difficulty of implementing it.

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What are Personas?

They are representative profiles of your target users, capturing their goals, motivations, and frustrations. This helps you design features that truly align with their needs.

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What is a Primary Persona?

The persona whose needs are considered most important when prioritizing features, ensuring that the product primarily serves their needs.

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How are Personas Used in Teams?

Involves presenting personas to colleagues involved in implementing or updating the Salesforce org. This fosters a shared understanding of user needs and promotes better product development.

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Salesforce Persona

A user profile representing a specific type of Salesforce user in a community setting, focusing on their role, responsibilities, and key skills.

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Experience Cloud Site

A website designed for collaboration, knowledge sharing, and community building within an organization, built on the Salesforce platform.

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Community Manager

A team member responsible for managing the overall health and success of an Experience Cloud site, including member support, content moderation, and community engagement.

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Site Admin

A user responsible for administering an Experience Cloud site, managing member access, permissions, and platform settings, focusing on the site's structure and security.

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Site Builder

A user who customizes the appearance and functionality of an Experience Cloud site using Salesforce tools, tailoring the site's look and feel.

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User Story

A concise narrative describing a specific user action or task from the perspective of an end user, capturing their needs and goals.

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Strategic Leader

A marketing expert who utilizes data to create and execute the overall company marketing strategy, involves Salesforce to understand customer engagement and ROI, and oversees content for significant campaigns.

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Persona-User Mapping

A process of mapping real users in an organization to specific Salesforce Personas, ensuring alignment and understanding of user needs.

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Marketing Specialist

A marketing professional focused on executing campaigns across various channels, analyzing data for insights, and managing marketing communication development and distribution.

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Targeted Research

Utilizing Salesforce Personas to guide research efforts, ensuring focus on key user groups and their needs.

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Create Prioritization Matrix

Creating a prioritized list of features and improvements, based on the needs and importance of different Salesforce Personas.

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Designer-Developer

A skilled individual who designs and codes marketing materials for specific channels, customizing campaigns for different phases of the customer journey and audience segments.

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Road Mapping

Using Salesforce Personas to inform the development roadmap, ensuring features align with the needs of key user groups.

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IT Services Employee

An IT professional focused on managing and supporting the technology infrastructure related to marketing data, including real-time, lifecycle, and segmented marketing, primarily through Salesforce API.

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Site User

Individuals who interact with Salesforce through portals, sites, and communities to collaborate, seek support, and gain knowledge, with varying engagement levels.

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Salesforce Marketing Cloud

A collection of tools and platforms used to manage marketing data, automation, and customer relationship management (CRM).

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Dashboard

A visualization tool that provides a snapshot of key marketing metrics, allowing for quick analysis of customer engagement and campaign performance.

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ROI (Return on Investment)

The measurement of the return on investment for marketing activities, evaluating the effectiveness of campaigns and resource allocation.

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Marketing Automation

Automated processes that send personalized messages to individuals based on their behavior and interactions with the company.

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Customer Journey

Customer journeys are visualized as a series of stages, actions, and touchpoints where customers interact with the company.

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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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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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