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NEW QUESTION # 106
The Sen/ice Center at Universal Containers (UC) uses Service Cloud and Experience Cloud to manage its customer case lifecycle. UC wants to limit the number of interactions a customer has during the lifecycle. The project leader has asked the business analyst (BA) to visually illustrate the lifecycle.
Which document should the BA create?
Answer: C
Explanation:
Explanation
This answer identifies a journey map as the document that the BA should create to visually illustrate the customer case lifecycle for UC. A journey map is a tool that shows how customers interact with a business across different touchpoints, channels, and stages. A journey map helps to understand and improve the customer experience, identify pain points and opportunities, and align business goals with customer needs.
References:https://trailhead.salesforce.com/en/content/learn/modules/customer-journey-basics/create-a-customer
NEW QUESTION # 107
The finance team is rolling out a new sales process in Sales Cloud for opportunities that are Closed/Won.
After meeting with the team, a business analyst (BA) realizes that several requirements for the new process will need further refinement.
What should the BA use to keep track of changes to the process documents?
Answer: B
NEW QUESTION # 108
Universal Containers has scheduled a meeting with stakeholders, business analysts (BAs), and technical resources to review user stories. A BA reviews the user stories in advance of the meeting and notices that some best practices have been ignored. The first user story is focused on escalating cases in Service Cloud:
"The customer service agent needs the ability to escalate a case so they can assign high-risk cases to tier 2 support for faster resolution." Acceptance Criteria:
1. Add permission set
2. Users can escalate cases
3. Create fields on the Case object
4. Reports
Which best practice was ignored?
Answer: C
NEW QUESTION # 109
Cloud Kicks Is conducting sprint planning for an Experience Cloud user portal project. The focus for this sprint Is on the minimum viable product.
Which requirement should the business analyst prioritize?
Answer: C
Explanation:
The minimum viable product (MVP) is the version of a product that has just enough features to satisfy early customers and provide feedback for future development. The MVP should focus on the items that are essential to the business value and goals, not on the items that are nice to have or preferred by some users.
Therefore, the business analyst should prioritize the items that are crucial to the business over the items that are user-friendly features or requested by the majority of users. References:
* Certification - Business Analyst - Trailhead, under "About the Exam"
* Get Started with Salesforce Business Analyst Certification Prep, under "The Salesforce Business Analyst Certification"
* Cert Prep: Salesforce Business Analyst | Salesforce Trailhead, under "Get Started with Salesforce Business Analyst Certification Prep"
NEW QUESTION # 110
Universal Containers (UC) stores information about its containers in the standard Salesforce Product object.
UC deals with data integrity issues, such as the Container Color field fails to update on all containers when the color is updated on a Container Product Line. The project owner mentioned that a previous consultant recommended that UC move to a more normalized data model to represent its containers.
What should the business analyst review to learn more about the previous consultant's recommendation?
Answer: B
Explanation:
The reference that the business analyst should consult to learn more about the previous consultant's recommendation is an Entity Relationship Diagram (ERD). An ERD is a diagram that shows the logical structure and relationships of data entities in a database or system. An ERD helps to model and document how data entities are organized, connected, and interact with each other. An ERD also helps to normalize data entities by reducing redundancy and inconsistency in data storage and retrieval. The previous consultant recommended that Universal Containers move to a more normalized data model to represent its containers, which means that they wanted to avoid storing duplicate or unnecessary data in multiple tables or fields. The business analyst should consult an ERD to learn more about how the previous consultant proposed to design and implement a more normalized data model for Universal Containers. References: https://trailhead.
salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/business-process-mapping
NEW QUESTION # 111
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