# Jobs to be done and Salesforce capability mapping

*Platform Strategy Designer Study Guide · Tools and Artifacts · Last updated November 2, 2026 · https://www.certifyforce.com/study-guide/platform-strategy-designer/tools-and-artifacts/jobs-to-be-done-and-salesforce-capability-mapping*

How to turn discovery research into solution-agnostic job statements at the right altitude, and then map each job to a high-level Salesforce capability area: the Customer 360 apps, Data 360, MuleSoft, Tableau, Agentforce, Experience Cloud, AgentExchange and the Salesforce Platform.

- Certification: Salesforce Platform Strategy Designer
- Exam section: Tools and Artifacts
- Study guide: https://www.certifyforce.com/study-guide/platform-strategy-designer

**Official exam objective:**

> Given a business need, connect user needs to high-level Salesforce capabilities.

## What the exam expects

- Sequence the work: discovery research and a debrief first, solution-agnostic jobs next, capabilities last.
- Write and repair job stories and desired outcome statements.
- Judge job altitude, moving down with "how" and up with "why".
- Explain why job stories and user stories are complementary.
- Map a need to a Salesforce capability area, or to AgentExchange or the Salesforce Platform.

Key terms: **job to be done** (what people "buy or hire" a product or service to get done); **job story** (a brief that frames the challenge); **job altitude** (the scope of the job, too broad or too narrow); **capability map** (each validated job paired with the capability area that serves it).

## Key facts

| Fact | Detail | Source |
|---|---|---|
| Job story format | When _____, I want to _____, so I can _____ | [Craft Job Statements](https://trailhead.salesforce.com/content/learn/modules/jobs-to-be-done-framework-for-designers/craft-job-statements) |
| Outcome statement components | Direction of change, unit of measure, object of the need, clarifier | [Craft Job Statements](https://trailhead.salesforce.com/content/learn/modules/jobs-to-be-done-framework-for-designers/craft-job-statements) |
| Data 360 vs Tableau | Data 360 unifies; Tableau explores unified data | [Salesforce Products](https://www.salesforce.com/products/) |
| One metadata framework | A customization in one app can appear across every app | [Salesforce Products](https://www.salesforce.com/products/) |
| Marketplace name | AgentExchange (formerly AppExchange) | [Salesforce Products](https://www.salesforce.com/products/) |
| Older Data 360 names | Data Cloud (to October 14, 2025); Customer Data Platform (CDP) before that | [Salesforce Data 360](https://help.tableau.com/current/pro/desktop/en-us/examples_data_cloud.htm) |

## Check yourself

- Why did the milkshake team's first brainstorm fail to raise sales?
- When should a team pressure test its job statements?
- What does an Agentforce topic represent?
- Why does a job that keeps changing signal a problem?

## Sources

- [Craft Job Statements](https://trailhead.salesforce.com/content/learn/modules/jobs-to-be-done-framework-for-designers/craft-job-statements)
- [Learn About the Jobs to Be Done Framework](https://trailhead.salesforce.com/content/learn/modules/jobs-to-be-done-framework-for-designers/learn-about-the-jobs-to-be-done-framework)
- [Understand the Role of Research in Design Strategy](https://trailhead.salesforce.com/content/learn/modules/research-for-design-strategy/understand-the-role-of-research-in-design-strategy)
- [Salesforce Products](https://www.salesforce.com/products/)
- [Salesforce Platform](https://www.salesforce.com/platform/)
- [Websites and Custom Apps](https://www.salesforce.com/platform/websites-custom-apps/)
- [Salesforce for Nonprofits](https://www.salesforce.com/nonprofit/)
- [Learn About User Stories](https://trailhead.salesforce.com/content/learn/modules/user-story-creation/learn-about-user-stories)
- [Salesforce Data 360 (Tableau Help)](https://help.tableau.com/current/pro/desktop/en-us/examples_data_cloud.htm)
- [Platform Strategy Designer Exam Guide](https://help.salesforce.com/s/articleView?id=005298981&language=en_US&type=1)

## About the full unit

The "Core concepts", "Exam traps" and "Worked scenario" sections of this unit, its 24 linked practice questions, and unlimited timed mock exams are included with the Platform Strategy Designer pack (USD $19): https://www.certifyforce.com/practice-exams