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

View More author details

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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Super care

The super care period is where you support your end users immediately after the go-live event. This is to ensure that the end users get all kinds of support in any shape or form, which enables them to perform their tasks on the newly enhanced system. The super care period usually is for 4 weeks (up to 6 weeks for very large projects) starting immediately after the go-live event.

To make super care effective, the following are some of the considerations:

Super care should be planned well in advance as part of your project planning.
The right resources need to be secured to support this team. This includes any cross-functional teams, identity and access management (IAM) teams, network teams, and so on.
Proper communication needs to be established a few weeks before the super care starts. End users should know how, where, and who they can reach out to for help.
Open communication channels so that your user can access real-time information and timely help...