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Question 98 - Certified Business Analyst discussion

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Northern Trail Outfitters (NTO) is working with an implementation partner to transform its customer support team with Service Cloud. A new business analyst (BA) who is a replacement from the partner was introduced to NTO stakeholders during the discovery phase of the project. The new BA is still getting to know each of the stakeholders when they start the requirements workshop. The BA asks a stakeholder a discovery question and they seem irritated.

What should the BA do to build trust with the stakeholder as the project continues?

A.
Set up a casual meeting to create a personal connection with the stakeholder.
Answers
A.
Set up a casual meeting to create a personal connection with the stakeholder.
B.
Reset project expectations at the next meeting with the stakeholder.
Answers
B.
Reset project expectations at the next meeting with the stakeholder.
C.
Ask an executive sponsor to address the stakeholder's concerns.
Answers
C.
Ask an executive sponsor to address the stakeholder's concerns.
Suggested answer: A

Explanation:

The business analyst should set up a casual meeting to create a personal connection with the stakeholder to build trust with them as the project continues. A casual meeting is an informal conversation that allows the business analyst and the stakeholder to get to know each other better, share their backgrounds and interests, and establish rapport and empathy. A casual meeting can help to ease any tension or frustration that may have arisen during the discovery session, as well as show respect and appreciation for the stakeholder's input and feedback.

Reference: https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/stakeholder-management

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asked 23/09/2024
Mark Lalangan
38 questions
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