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“The big benefit of CRM is the visibility of everything relating to customers going on in your company. If you want to provide a better service to your customer, you have to be able to manage everything from complaints to sales opportunities.”

– Roger Cole, CRM consultant.

Use cases term in the field of systems and software engineering refers to action or event steps that determine the interplay between a role and a system to yield results. It should consist of all system activities that are important to end-users within a given system. Martin Fowler defined a use case as “a set of scenarios tied together by a common business goal”. Putting it as simply as possible, a use case is a description of the different ways an end-user wants to “use” a system.

Benefits of Use Cases:

  • They contain functional requirements in easy to read and trace configuration.

  • They embody the outcome of an actor and a system. In this context, an actor is an item with behavior, such as a human being, a computer system, or even a business.

  • Being multi-level, a use case can use/extent the capabilities of another

  • They help clients of businesses to articulate their requirements.

  • It enables the communication between a business and IT

  • Defining edits and messages 

A great CRM platform likes Salesforce provides access to a huge amount of client information thus allowing the type of important use cases leading to cutting edge client experiences.

Some best use cases are:

  1. Monitor and measure the vitality of client-focused assets and associated devices, alongside a detailed timeline of important stages such as deliveries and replacements.

  2. You get a holistic view of customer engagement at every stage of interaction via external systems as well, enabling personalized interaction and experiences.

  3. Oversee orders and shipping to comprehend the products and order life cycle vis-a-vis each customer

  4. Create account hierarchies and user relationships between various stakeholders such as clients and associates to reflect the way your marketplace truly works.

  5. Collate user activity and click paths to comprehend in-product behavior. This collation of data helps businesses to better guide their clients or prospects for a more targeted search.  

At first, there is resistance from team members in developing use cases due to feelings of awkwardness. As time passes, the concerned personnel see its myriad benefits and with practice, the resistance melts. This leads to projects being completed on time with a reduction in cost, the dream of every project manager, and business. This has to lead a greater adoption by businesses and project managers in both medium and large-sized industries.

Do you have an anecdote or a story on Use cases that we would all like to hear about? If yes, this is your opportunity to write to us and share it with the Codleo community across the world. We hope you enjoyed the blog and it was of help to you.

About the Author

RS Maan

Maan joined Salesforce Ecosystem in 2008 with entry of Salesforce in APAC region. He worked on many of the underlying Salesforce Products & it’s functionality, including Heroku, Chatbots, and Einstein before leading Codleo Consulting - Leading Partner of & In his spare time, he immerses himself in travel, books and spirituality.

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