FINDINGS
Problem Statement
"Generative AI can do a lot, but can it truly generate a great user experience? Can it do so reliably while addressing the core pain points of our customers?"
"Generative AI can do a lot, but can it truly generate a great user experience? Can it do so reliably while addressing the core pain points of our customers?"
"Generative AI can do a lot, but can it truly generate a great user experience? Can it do so reliably while addressing the core pain points of our customers?"
Salesforce User's
Pain Points
01
Overwhelming Functionalities
Salesforce’s extensive features can be daunting, and customization by admins often falls short due to varying end-user needs and limited admin bandwidth.
01
Overwhelming Functionalities
Salesforce’s extensive features can be daunting, and customization by admins often falls short due to varying end-user needs and limited admin bandwidth.
01
Overwhelming Functionalities
Salesforce’s extensive features can be daunting, and customization by admins often falls short due to varying end-user needs and limited admin bandwidth.
02
Role-Specific Inefficiencies
Different user roles (e.g. Salesperson, Account Executive, Operations Specialist, Sales|Service Executives) have distinct needs, and while user permissions help, they do not ensure efficiency for each role.
02
Role-Specific Inefficiencies
Different user roles (e.g. Salesperson, Account Executive, Operations Specialist, Sales|Service Executives) have distinct needs, and while user permissions help, they do not ensure efficiency for each role.
02
Role-Specific Inefficiencies
Different user roles (e.g. Salesperson, Account Executive, Operations Specialist, Sales|Service Executives) have distinct needs, and while user permissions help, they do not ensure efficiency for each role.
03
User Frustrations
Some users find Salesforce so difficult that they prefer using other tools, even if less efficient, leading to quotes like :
Some users find Salesforce so difficult that they prefer using other tools, even if less efficient, leading to quotes like :
"I would rather jump into a volcano than work with Salesforce."
"I would rather jump into a volcano than work with Salesforce."
04
Dashboard Limitations
Users reported difficulties in customizing dashboards to their likings or face limitations with real time data visualization and analytics.
04
Dashboard Limitations
Users reported difficulties in customizing dashboards to their likings or face limitations with real time data visualization and analytics.
04
Dashboard Limitations
Users reported difficulties in customizing dashboards to their likings or face limitations with real time data visualization and analytics.
05
Tool Fragmentation
Reliance on multiple tools aside from Salesforce due to better user experience elsewhere.
05
Tool Fragmentation
Reliance on multiple tools aside from Salesforce due to better user experience elsewhere.
05
Tool Fragmentation
Reliance on multiple tools aside from Salesforce due to better user experience elsewhere.
06
Long Trailhead Trainings
Users needs additional training and support to fully utilize lightning capabilities. High learning curve for many platform features.
06
Long Trailhead Trainings
Users needs additional training and support to fully utilize lightning capabilities. High learning curve for many platform features.
06
Long Trailhead Trainings
Users needs additional training and support to fully utilize lightning capabilities. High learning curve for many platform features.
Salesforce's Lightning Experience
Use
Cases
PERSONA
01
Helping executive for customer meeting call and summarize it.
Account Executive
01
Helping executive for customer meeting call and summarize it.
Account Executive
01
Helping executive for customer meeting call and summarize it.
Account Executive
02
Troubleshoot a case of a broken product.
Service Agent
02
Troubleshoot a case of a broken product.
Service Agent
02
Troubleshoot a case of a broken product.
Service Agent
03
Fix for an appliance breakage and sent out repair technician.
Service Executive
03
Fix for an appliance breakage and sent out repair technician.
Service Executive
03
Fix for an appliance breakage and sent out repair technician.
Service Executive
04
Generate a Pipeline Summary and Breakdown.
Sales Manager
04
Generate a Pipeline Summary and Breakdown.
Sales Manager
04
Generate a Pipeline Summary and Breakdown.
Sales Manager
05
Generate a Deal-Summary.
Sales Executive | Manager
05
Generate a Deal-Summary.
Sales Executive | Manager
05
Generate a Deal-Summary.
Sales Executive | Manager
06
Campaign Health and Performance.
Marketing Associate
06
Campaign Health and Performance.
Marketing Associate
06
Campaign Health and Performance.
Marketing Associate