You're reading from The Salesforce Business Analyst Handbook Proven business analysis techniques and processes for a superior user experience and adoption

Product type Paperback

Published in Nov 2022

Publisher Packt

ISBN-13 9781801813426

Length 232 pages

Edition 1st Edition

Tools

Salesforce

Concepts

Business Process Management

Author (1):

Srini Munagavalasa

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Table of Contents (21) Chapters

Preface

1. Part 1: Planning and Analysis – BRD/Prioritized Product Backlog

2. Chapter 1: Identifying Requirements FREE CHAPTER

3. Chapter 2: Elicitation and Document Requirements

4. Chapter 3: Prioritizing Requirements

5. Chapter 4: Process Flows – “As-Is” versus “To-Be”

6. Chapter 5: Business Requirements Document

7. Part 2: Design, Development, and Testing – Iterative Cycles with Prototypes and Conference Room Pilots

8. Chapter 6: Solution Design and Functional Document

9. Chapter 7: Demonstrate Functionality Using Prototypes

10. Chapter 8: Exploring Conference Room Pilots

11. Chapter 9: Technical and Quality Testing

12. Chapter 10: Requirements Traceability Matrix

13. Part 3: End User Testing, Communication, Training, and Support

14. Chapter 11: User Acceptance Testing

15. Chapter 12: Communication and Knowledge Management

16. Chapter 13: End User Training

17. Chapter 14: Post Go-Live Support / User Forums

18. Assessments

19. Index

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Communication and Knowledge Management

In the previous chapter, we discussed user acceptance testing (UAT) and why it is crucial for a successful go-live, improving user adoption and gaining trust by working with business testers. We saw the benefits from business users performing testing on real-life business end-to-end scenarios. With UAT, we saw how to ensure that the new functionality does exactly what it is intended to do and meets the business requirements.

In this chapter, we will discuss aspects of communication and knowledge management, especially focused on end users. We will not talk about project management-related communication: this we will leave to the project management team. Here, our focus is on end user communication to make sure that they are well-prepared and informed about the new software features. To be able to do that, we need to plan for end user communication and knowledge management artifacts related to the usage of the new system functions: