Matching business needs to Salesforce capabilities
How a business analyst maps a stated need to the Salesforce capability built for it (screen flows and approvals, case management with entitlements, Experience Cloud for external users, Field Service with an offline mobile app), checks standard features before AgentExchange or custom builds, validates feasibility, and tests 'replicate the legacy layout' requests against the real outcome.
Demonstrate knowledge of Salesforce capabilities, align them with business needs, and recommend potential solutions.
~7 min read · 8 practice questions ·
What the exam expects
- Map a described need to the Salesforce capability designed for it: screen flow, approval process, case management with entitlements, Experience Cloud, Field Service, Omni-Channel.
- Recommend Flow for new automation, never Workflow Rules or Process Builder.
- Check standard and declarative features first, then compare an AgentExchange solution with a custom build against the requirements.
- Validate feasibility with the admin or architect before presenting, and present each need with its capability and value.
- Respond to "make it look exactly like the legacy tool" by asking what outcome the request serves.
Key terms: capability (a Salesforce feature set built for a kind of need); declarative (configured with clicks, not code); AgentExchange (Salesforce's marketplace, formerly AppExchange); entitlement (a customer's eligibility for support, tracked against service levels); external user (a customer or partner who is not an employee).
Key facts
- Detail
- Guides users through a business process; requires user interaction
- Detail
- Multi-step, multi-user approval (Flow Types); suggested as a modern alternative to classic approvals
- Detail
- Unsupported since December 31, 2025; migrate to Flow Builder
- Detail
- Define, enforce and track service levels; requires Agentforce Service
- Detail
- Portals and sites for customers and partners
- Detail
- Work orders with skills and parts, scheduling console, optimizer
- Detail
- Offline-first app for iOS and Android
- Detail
- Test in a sandbox or Developer Edition org before production
Sources for this section (8)
- Flow Typeshelp.salesforce.com (opens in a new tab)
- Create a Classic Approval Process with the Standard Wizardhelp.salesforce.com (opens in a new tab)
- Salesforce Workflow Rules & Process Builder End of Supporthelp.salesforce.com (opens in a new tab)
- What's Entitlement Management?help.salesforce.com (opens in a new tab)
- What Is Experience Cloud?help.salesforce.com (opens in a new tab)
- Agentforce Field Service and Operationshelp.salesforce.com (opens in a new tab)
- Field Service Mobile Apphelp.salesforce.com (opens in a new tab)
- AppExchange Strategy and Solutionstrailhead.salesforce.com (opens in a new tab)
- Why is a screen flow the fix when agents skip steps in a complex process?
- When does Field Service beat Omni-Channel for a scheduling need?
- Which feature tracks whether a customer is eligible for support under its agreement?
- Why test an AgentExchange solution in a sandbox first?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
Keep reading with the Business Analyst pack
- Core concepts
- Exam traps
- Worked scenario
The pack includes:
- All 22 lessons of the Business Analyst guide, with reading progress
- Interactive decision walks and step-by-step sequence steppers
- Inline practice questions and one-click topic practice (8 questions for this lesson)
- An official source cited for every claim
- An AI tutor that answers from the guide
- Unlimited timed practice exams