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.

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.

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.

Salesforce's Lightning Experience

Use
Cases

PERSONA

01

Helping executive for customer meeting call and summarize it.

Account Executive

02

Troubleshoot a case of a broken product.

Service Agent

03

Fix for an appliance breakage and sent out repair technician.

Service Executive

04

Generate a Pipeline Summary and Breakdown.

Sales Manager

05

Generate a Deal-Summary.

Sales Executive | Manager

06

Campaign Health and Performance.

Marketing Associate

INTRODUCTION

RESEARCH

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