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| Section | Objectives |
|---|---|
| Topic 1: Agile Methodology in Business Analysis | - Backlog and sprint participation
|
| Topic 2: Customer and Business Analysis | - Stakeholder identification and engagement
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| Topic 3: Solution Assessment and Validation | - Solution evaluation
|
| Topic 4: Requirements Gathering and User Stories | - User stories and acceptance criteria
|
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NEW QUESTION # 202
Universal Containers is developing a new case management solution in Salesforce. The business analyst has started writing user stories to capture feature needs. One user story is: The customer care representative wants to take ownership of new cases and communicate with customers so they can provide high-touch customer experiences." Which component of the user story is "provide high-touch customer experiences?"
Answer: C
NEW QUESTION # 203
Universal Containers has kicked off a project focused on transforming its customer service department using Service Cloud. During onboarding, the project manager shared the following process maps with the business analyst (BA):
Case Creation
* Case Triage
* Case Assignment
* Case Management
* Case Closure
Which key attributes should the BA look for when reviewing the process maps?
Answer: B
Explanation:
This answer lists audiences, scope, inputs, outputs, and resources as the key attributes that the BA should look for when reviewing the process maps. These attributes help to define and understand a business process, and identify its purpose, boundaries, stakeholders, data, and resources. These attributes also help to evaluate the effectiveness and efficiency of a business process, and identify areas for improvement or optimization.
References:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-process-ma
NEW QUESTION # 204
Northern Trail Outfitters (NTO) has moved its inventory systems to Salesforce to track the clothing it manufactures and sells. As a part of this project, NTO wants to implement several features which will also improve how its inventory is restocked. In order to manage the discovery phase of the project, the project team plans to hire a business analyst (8A).
What should a BA do to be successful during the first phase of the project?
Answer: B
NEW QUESTION # 205
Which of the following User Management terms is best described by this definition: " Record created to identify a new employee that starts accessing Salesforce"
Answer: D
Explanation:
Users is the User Management term that is best described by this definition: "Record created to identify a new employee that starts accessing Salesforce". Profiles are User Management terms that define what users can do within an organization based on their job function and responsibilities. Roles are User Management terms that control data visibility and reporting hierarchy within an organization based on users' positions. Usernames are User Management terms that identify users when they log in to Salesforce. References:
https://help.salesforce.com/s/articleView?id=sf.users_def.htm&type=5
NEW QUESTION # 206
Northern Trail Outfitters is Updating Its customer portal built on Experience Cloud. The team has drafted a user story:
"As a customer, I want to be able to chat with a support agent and view my account, see my orders, and ask questions via the customer port.
What should a business analyst do to improve this user story?
Answer: C
NEW QUESTION # 207
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