Right now, the race to leverage the power of #ChatGPT on whatever technology, industry, market, etc is the latest trend. It is exciting to explore what responses this amazing tool might give you to increase your productivity, agility, knowledge in your work, study and life.
On this article, I am providing a sample Salesforce Service Cloud requirement and the time it will take to come up with Epics, User Stories, Tasks for each role - Solution Architect, Administrator, Developer, Site Reliability Engineer (SRE), Release Manager, Product Owner, Business Analyst, QA Automation Tester; that usually take days, weeks or months to accomplish, ChatGPT already provided that in just minutes. Of course, the response is a very generic one and can still be modified and customized depending on the actual requirement and work.
This is how it will revolutionize the Software Development industry in the upcoming months. #futureofAI
As you may be able to build up your conversation based on the responses that you got from it, you may be able to accumulate a ton of information.
Here is my conversation with regards to a simple-medium #Salesforce Service Cloud requirement.
EPIC
Please create Epics on my Salesforce Service Cloud requirement - I need a web page that will host all the support request on my product and eventually create a case on my Salesforce Service Cloud automatically create a case on the specified accounts and be able to automatically respond generically to them and automatically assign to a Support person.
Sure, here are the Epics for your Salesforce Service Cloud requirement:
- Web Page Development: Create a web page to host all support requests for your product. The page should have a form for customers to submit their requests and gather all necessary information to create a case in Salesforce Service Cloud.
- Case Creation: Automatically create a case in Salesforce Service Cloud for each support request submitted through the web page. The case should be created on the specified accounts and include all relevant information gathered from the customer.
- Automatic Response: Develop a system to automatically respond generically to customers who submit support requests through the web page. The response should acknowledge receipt of their request and provide an estimated timeframe for resolution.
- Case Assignment: Automatically assign each case created in Salesforce Service Cloud to a Support person based on pre-determined criteria, such as support area, expertise, and workload.
These Epics provide a high-level overview of the work to be done to fulfill your requirement. They can be further broken down into smaller user stories to provide more detail and clarify the scope of each Epic.
USER STORIES
What are the possible user stories that I need to consider based on the Epics you provided
Based on the Epics provided, here are some possible user stories to consider:
- As a customer, I want to be able to submit a support request from a web page, so that I can easily get help with my product.
- As a support manager, I want to be able to view the information submitted by customers on the web page, so that I can understand their needs and respond appropriately.
- As a security administrator, I want to ensure that sensitive customer data is protected and not accessible by unauthorized individuals.
- As a customer, I want to receive a case number after I submit a support request, so that I can track the status of my request.
- As a support agent, I want to be able to view all cases created through the web page, so that I can respond to them efficiently.
- As a system administrator, I want to be able to map the fields on the web page form to the corresponding fields in Salesforce, so that relevant information is captured and stored.
- As a customer, I want to receive a confirmation of my support request and an estimated resolution time, so that I know my request has been received and when I can expect a resolution.
- As a support manager, I want to be able to configure the content of the automatic response, so that I can provide relevant information to customers.
- As a system administrator, I want to be able to control the method for delivering the automatic response (e.g. email, SMS, in-app notification, etc.), so that customers receive it in a timely and efficient manner.
- As a support agent, I want to be automatically assigned cases based on my area of expertise and workload, so that I can respond to customer requests efficiently.
- As a support manager, I want to be able to control the criteria for assigning cases, so that support personnel are assigned cases that they are best suited to handle.
- As a support agent, I want to receive a notification when a case is assigned to me, so that I can respond to it in a timely manner.
These are some of the possible user stories to consider based on the Epics provided. It's important to consider these user stories to ensure that the Salesforce solution meets the needs of all stakeholders, including customers, support personnel, and administrators.
SALESFORCE SOLUTION ARCHITECTURE
From a Salesforce Solution Architecture standpoint, what are the things to consider on the Epics you provided
Here are some of the things to consider from a Salesforce Solution Architecture standpoint for the Epics provided:
- Consider the platform to be used for web page development (e.g. Salesforce Communities, external website, etc.).
- Determine the fields and information to be collected from customers on the web page, and how it will be mapped to the corresponding fields in Salesforce.
- Consider the security and access controls for the web page and ensure that sensitive data is protected.
- Determine the object in Salesforce to be used for storing support requests (e.g. Case, Custom Object, etc.).
- Determine the field mapping between the web page form and the corresponding fields in Salesforce.
- Consider the security and access controls for the case object and ensure that sensitive data is protected.
- Consider the data validation and error handling for cases created through the web page.
- Determine the method for generating the automatic response (e.g. email, SMS, in-app notification, etc.).
- Consider the language and tone of the automatic response to ensure it is professional and customer-friendly.
- Determine the fields to be included in the automatic response and how it will be populated (e.g. case number, estimated resolution time, etc.).
- Determine the criteria for automatically assigning cases to support personnel (e.g. support area, expertise, workload, etc.).
- Consider the method for assigning cases (e.g. round-robin, load balancing, etc.).
- Determine the method for ensuring that cases are not accidentally assigned to the wrong support personnel.
- Consider the notification process for support personnel when a case is assigned to them.
These are some of the considerations from a Salesforce Solution Architecture standpoint for the Epics provided. It's important to consider these factors to ensure a well-designed and efficient solution.
SALESFORCE ADMINISTRATOR
From a Salesforce Administrator perspective what are the tasks that I may need to do based on the Epics you provided
As a Salesforce Administrator, here are some of the tasks that you may need to do based on the Epics provided:
- Create and configure the web page, either using Salesforce Communities or an external website, to host the support request form.
- Map the fields on the web page form to the corresponding fields in Salesforce, to ensure relevant information is captured and stored.
- Set up access controls for the web page to ensure that sensitive customer data is protected and not accessible by unauthorized individuals.
- Create the appropriate object in Salesforce to store the support requests (e.g. Case, Custom Object, etc.).
- Map the fields on the web page form to the corresponding fields in Salesforce, to ensure relevant information is captured and stored.
- Set up data validation and error handling for cases created through the web page, to ensure that information is captured accurately and any errors are handled appropriately.
- Configure access controls for the case object to ensure that sensitive customer data is protected and not accessible by unauthorized individuals.
- Create an automatic response template for the confirmation of support requests and estimated resolution time.
- Configure the method for delivering the automatic response (e.g. email, SMS, in-app notification, etc.).
- Populate the fields in the automatic response template, such as case number and estimated resolution time, using merge fields.
- Set up the criteria for automatically assigning cases to support personnel (e.g. support area, expertise, workload, etc.).
- Configure the method for assigning cases (e.g. round-robin, load balancing, etc.).
- Ensure that cases are not accidentally assigned to the wrong support personnel by implementing checks and safeguards.
- Set up the notification process for support personnel when a case is assigned to them.
These are some of the tasks that a Salesforce Administrator may need to do based on the Epics provided. It's important to have a good understanding of Salesforce configuration and administration to ensure a successful implementation of the solution.
SALESFORCE DEVELOPER
From a Salesforce Developer perspective what are the tasks that I may need to do based on the Epics you provided
As a Salesforce Developer, here are some of the tasks that you may need to do based on the Epics provided:
- Develop the web page, either using Salesforce Communities or an external website, to host the support request form.
- Implement the necessary code to map the fields on the web page form to the corresponding fields in Salesforce.
- Implement security measures to ensure that sensitive customer data is protected and not accessible by unauthorized individuals.
- Develop the necessary code to create a case in Salesforce automatically, based on the information submitted on the web page form.
- Implement the necessary code to handle data validation and error handling, to ensure that information is captured accurately and any errors are handled appropriately.
- Implement security measures to ensure that sensitive customer data is protected and not accessible by unauthorized individuals.
- Develop the necessary code to send an automatic response to the customer, confirming the support request and providing an estimated resolution time.
- Implement the necessary code to populate the fields in the automatic response, such as case number and estimated resolution time, using merge fields.
- Implement the necessary code to deliver the automatic response via the appropriate method (e.g. email, SMS, in-app notification, etc.).
- Develop the necessary code to automatically assign cases to support personnel based on the criteria set (e.g. support area, expertise, workload, etc.).
- Implement the necessary code to ensure that cases are not accidentally assigned to the wrong support personnel by implementing checks and safeguards.
- Develop the necessary code to notify support personnel when a case is assigned to them.
These are some of the tasks that a Salesforce Developer may need to do based on the Epics provided. It's important to have a good understanding of Salesforce development and programming to ensure a successful implementation of the solution.
SITE RELIABILITY ENGINEER
From a Salesforce Environment Site Reliability Engineer perspective what are the tasks that I may need to do based on the Epics you provided
As a Salesforce Environment Site Reliability Engineer (SRE), here are some of the tasks that you may need to do based on the Epics provided:
- Ensure the infrastructure is set up to support the web page hosting the support request form. This may include configuring web servers, load balancers, and firewalls.
- Ensure that the infrastructure is highly available, scalable, and secure.
- Ensure that the integration between the web page and Salesforce is set up and configured properly.
- Test the integration to ensure that the data from the web page is being captured and stored accurately in Salesforce.
- Ensure that the integration is secure and that sensitive customer data is protected.
- Set up and configure monitoring and logging systems to keep track of the performance and stability of the web page and integration with Salesforce.
- Ensure that alerts are set up to notify the SRE team of any potential issues or outages.
- Monitor the performance of the web page and integration with Salesforce to ensure that they are meeting the desired SLAs.
- Identify and resolve performance bottlenecks or issues that may arise.
- Ensure that the web page and integration are scalable and able to handle increased traffic and volume.
- Plan and execute regular maintenance activities to keep the infrastructure, integration, and web page up-to-date and secure.
- Ensure that backups are being taken regularly to protect against data loss.
- Respond to and resolve any production incidents that may occur.
These are some of the tasks that a Salesforce Environment Site Reliability Engineer may need to do based on the Epics provided. It's important to have a good understanding of system administration, network security, and performance optimization to ensure a successful implementation of the solution.
RELEASE MANAGER
From a Salesforce Release Manager perspective what are the tasks that I may need to do based on the Epics you provided
As a Salesforce Release Manager, here are some of the tasks that you may need to do based on the Epics provided:
- Develop a release plan that outlines the scope of the project, including the delivery of the web page, integration with Salesforce, and automatic response and case assignment features.
- Identify and allocate the necessary resources, including developers, SREs, and stakeholders.
- Establish a timeline for the delivery of the project.
- Communicate the release plan to all relevant stakeholders, including stakeholders, developers, and SREs.
- Keep stakeholders informed of the project's progress and any changes to the plan.
- Develop and execute a comprehensive testing plan to ensure that the web page, integration with Salesforce, and automatic response and case assignment features are working as intended.
- Ensure that appropriate testing environments are set up and that all relevant stakeholders have access to these environments.
- Manage the resolution of any issues that are identified during testing.
- Plan and execute the deployment of the solution to production, ensuring that the deployment is executed according to the release plan.
- Coordinate the deployment with relevant stakeholders, including developers, SREs, and stakeholders.
- Ensure that appropriate documentation is in place and that all stakeholders are trained on the solution.
- Provide ongoing support for the solution, including handling any production incidents, resolving any issues that may arise, and addressing any requests for changes or enhancements.
- Ensure that all stakeholders are kept informed of any changes or issues related to the solution.
These are some of the tasks that a Salesforce Release Manager may need to do based on the Epics provided. It's important to have a good understanding of project management, software development life cycle, and change management to ensure a successful implementation of the solution.
PRODUCT OWNER
From a Salesforce Product Owner perspective what are the tasks that I may need to do based on the Epics you provided
As a Salesforce Product Owner, here are some of the tasks that you may need to do based on the Epics provided:
- Gather requirements from stakeholders, including customers, support staff, and internal teams, to understand the desired features and functionality of the web page, integration with Salesforce, and automatic response and case assignment features.
- Document these requirements in a clear and concise manner, ensuring that all stakeholders understand what is expected from the solution.
- Prioritize the requirements based on business value and feasibility, ensuring that the most important features are delivered first.
- Work with stakeholders and the development team to determine the most appropriate delivery timeline for the requirements.
- Work with stakeholders to determine the budget for the solution, including any resources that may be required, such as development, SREs, and testing.
- Ensure that the budget is aligned with the prioritized requirements.
- Develop a product roadmap that outlines the delivery of the requirements over time, taking into account the budget and delivery timeline.
- Communicate the roadmap to stakeholders, ensuring that they are aware of what is planned and when.
- Manage stakeholder expectations, ensuring that they are informed of the project's progress and any changes to the plan.
- Ensure that stakeholders are engaged and involved in the project, providing feedback and input where appropriate.
- Manage any conflicts or issues that may arise between stakeholders.
- Ensure that the user experience of the web page and integration with Salesforce is intuitive and user-friendly, making it easy for customers to raise support requests and for support staff to respond.
- Ensure that the automatic response and case assignment features are working as expected, providing an efficient and effective support experience for customers.
These are some of the tasks that a Salesforce Product Owner may need to do based on the Epics provided. It's important to have a good understanding of product management, stakeholder management, and customer experience to ensure a successful implementation of the solution.
QA AUTOMATION TESTER
From a Salesforce QA Automation Tester perspective what are the tasks that I may need to do based on the Epics you provided
As a Salesforce QA Automation Tester, here are some of the tasks that you may need to do based on the Epics provided:
- Work with the product owner and development team to understand the requirements and the desired functionality of the web page and Salesforce integration.
- Develop a comprehensive test plan that covers all aspects of the solution, including functional, performance, security, and compatibility testing.
- Design test cases that validate the functionality of the web page and integration with Salesforce, including the automatic response and case assignment features.
- Ensure that the test cases are comprehensive and cover a wide range of scenarios, including edge cases and negative testing.
- Automate the test cases, ensuring that they are easily repeatable and can be executed quickly and accurately.
- Choose appropriate testing frameworks and tools that support the automation of the test cases.
- Execute the test cases, ensuring that they are run in a timely and efficient manner.
- Monitor the test results and report any issues that are identified.
- Provide regular reports on the status of the testing effort, including the number of test cases executed, the number of test cases passed or failed, and the number of defects identified.
- Communicate the results of the testing effort to the development team and the product owner, ensuring that they are aware of any issues that need to be addressed.
- Maintain the test cases, ensuring that they are kept up-to-date with any changes to the solution.
- Re-run the test cases whenever changes are made to the solution, ensuring that the solution remains robust and free of defects.
These are some of the tasks that a Salesforce QA Automation Tester may need to do based on the Epics provided. A good understanding of testing methodologies, test automation, and software development is essential to ensure a successful implementation of the solution.
BUSINESS ANALYST
From a Salesforce Business Analyst perspective what are the tasks that I may need to do based on the Epics you provided
As a Salesforce Business Analyst, here are some of the tasks that you may need to do based on the Epics provided:
- Work with stakeholders to understand the business requirements for the web page and Salesforce integration.
- Identify the specific needs and goals for the solution and how it will support the business objectives.
- Ensure that all requirements are clear, concise, and agreed upon by all stakeholders.
- Work with the development team and other technical stakeholders to design the solution, including the web page and Salesforce integration.
- Ensure that the solution meets the business requirements and supports the desired functionality.
- Document the solution design, including all functional and non-functional requirements.
User acceptance testing (UAT):
- Work with stakeholders to define the UAT process and criteria for success.
- Collaborate with the development team and QA Automation Tester to ensure that the solution meets the agreed-upon requirements.
- Manage the UAT process, including the scheduling, execution, and documentation of test cases.
- Ensure that changes to the solution are managed effectively and efficiently, with minimal impact on the business.
- Document all changes to the solution and ensure that they are communicated to all stakeholders.
- Manage any necessary updates to the solution design and ensure that the solution remains aligned with the business requirements.
Training and documentation:
- Work with stakeholders to develop training and documentation materials for the solution.
- Ensure that all stakeholders are trained on the solution and understand how to use it effectively.
- Develop user guides, administration guides, and other supporting documentation to help stakeholders understand the solution.
These are some of the tasks that a Salesforce Business Analyst may need to do based on the Epics provided. A strong understanding of business processes, requirements gathering, and solution design is essential to ensure that the solution meets the business needs and supports the desired functionality.
Let me know your thoughts and inputs on these responses and if there are missing conversations that I still need to ask to #chatGPT.
Please feel free to share this article and comment if you find this article useful and insightful.
Technology Executive, SAFe? Program Consultant, Transformation Leader
2 年#thischangeseverything
Alliance Manager Salesforce @ Capgemini
2 年Pierre Guéguin
Capgemini America Salesforce Core CTO - Coauthor of "ChatGPT for Accelerating Salesforce Development"
2 年ChatGPT can also "shift left" and help in the exploration of requirements and business needs. For example, what might a manufacturing firm want to explore addressing as we head into 2023?