Business vision, goals and challenges that set discovery scope
Key Takeaway
Keep discovery scope grounded. Co-create strategies from the challenges the customer has confirmed, and focus on solutions sized to the customer's needs so they can deliver on time and within budget. Before you storyboard the future vision, review each confirmed challenge one at a time and confirm it is the right one to work on now.
Discovery is how a consultant learns what a customer's business is trying to achieve and what stands in the way. What the consultant learns sets the scope of the work. The consultant then works with the customer to turn the challenges they confirmed into a shared vision and plan. For Agentforce Financial Services, discovery means understanding the challenges financial institutions face and linking them to the outcomes the customer wants.
What sets discovery scope
A customer's business strategies, goals, initiatives, and challenges define the scope of business analysis, so a consultant determines them to set what discovery covers.
The consultant also learns how the customer uses and benefits from its current Salesforce products, which establishes the current state. In addition, the consultant analyzes the customer's Salesforce environment to find opportunities and constraints.
Two habits keep discovery scope grounded. First, co-create strategies from the challenges the customer has confirmed, so the work targets what matters most to the customer. Second, focus on solutions that are the right size for the customer's needs, so they can deliver on time and within budget.
A consultant meets with a regional credit union. The credit union's goal is to grow member loans this year. Its main initiative is a new online loan application. The leaders name several challenges and confirm one as the most pressing: loan officers retype application details by hand. The consultant co-creates a strategy with the credit union around that confirmed challenge, instead of starting from a broad wish list. The consultant also proposes a first phase sized to the lending team's needs rather than a redesign of every member channel, so the credit union can deliver on time and within budget.