Tools and Artifacts23% of the exam
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.
Given a business need, connect user needs to high-level Salesforce capabilities.
~8 min read · 24 practice questions ·
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
Job story format
- Detail
- When _____, I want to _____, so I can _____
Outcome statement components
- Detail
- Direction of change, unit of measure, object of the need, clarifier
Data 360 vs Tableau
- Detail
- Data 360 unifies; Tableau explores unified data
One metadata framework
- Detail
- A customization in one app can appear across every app
Marketplace name
- Detail
- AgentExchange (formerly AppExchange)
Older Data 360 names
- Detail
- Data Cloud (to October 14, 2025); Customer Data Platform (CDP) before that
- 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?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
Keep reading with the Platform Strategy Designer pack
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