Salesforce professionals often hear the phrase: “No solutioning during discovery.” And while the intent behind this mantra is valid — discovery should focus on understanding the why before jumping to the how — taking it too literally can backfire.
Discovery is not a one-way interview. It’s a collaborative dialogue.
By rigidly avoiding any talk of potential solutions, teams may miss opportunities to:
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Paint a vision
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Clarify expectations
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Explore value
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Build trust
The Power of Concepting (Not Solutioning)
There’s a difference between committing to a build and concepting potential directions. Sharing early ideas doesn’t mean locking in scope. It helps validate your understanding and uncovers nuances stakeholders might not have thought to mention yet.
During discovery, it’s not only okay — it’s strategic — to ask “what if?” and “imagine if…” It encourages stakeholders to visualize outcomes and gets them invested in the process.
Use Talk Tracks That Invite Dialogue
Here are some effective ways to guide the conversation without overcommitting:
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“There are multiple ways we can accomplish that. Let’s talk through a few options to explore if and how they would add value to your team.”
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“I’d like to show you something we created for the Customer Success team last year when they had a similar need, to see whether something like that would address your needs.”
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“If I understand correctly, it sounds like you’re envisioning something similar to this. How does that compare to what you’re thinking about?”
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“Options for solving this run the gamut from quick hits to very robust features. I’d like to run through a few scenarios to get a sense of the right-sized solution.”
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“Imagine if you had a tab where you could easily manage all the details about those things. How would that fit into the process as you’ve envisioned it?”
These questions don’t promise delivery — they spark insight. And they show that you’re not just taking notes; you’re thinking critically with the business.
Caution: Frame the Conversation Clearly
Always make it clear that the conversation is exploratory. You’re gathering input to bring back to the broader team and will follow up with vetted recommendations.
Important: Concepting ≠ Commitment.
Let’s Rethink the Phrase
Someone once suggested the term “concepting” instead of “solutioning.” It nails the spirit of this approach: you’re co-imagining possibilities — not defining final answers.
What Say You, Salesforce Folks?
Do you agree that discovery should be a two-way conversation? How do you balance thoughtful idea-sharing without over-promising?