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Question 110 - Certified Business Analyst discussion

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Cloud Kicks needs to revamp its support process to improve the customer experience and has asked the Service Cloud team to collaborate with the business analyst (BA). The BA has scheduled an initial live process mapping session with all stakeholders and received the following calendar responses:

What should the BA do?

A.
Hold a one-on-one diagram session with each stakeholder before the workshop.
Answers
A.
Hold a one-on-one diagram session with each stakeholder before the workshop.
B.
Proceed with the workshop as scheduled with the stakeholders who are available.
Answers
B.
Proceed with the workshop as scheduled with the stakeholders who are available.
C.
Cancel the workshop and reschedule it to a date when ail stakeholders ace available.
Answers
C.
Cancel the workshop and reschedule it to a date when ail stakeholders ace available.
Suggested answer: C

Explanation:

This answer states that canceling the workshop and rescheduling it to a date when all stakeholders are available is what the BA should do after receiving the calendar responses for an initial live process mapping session with all stakeholders for revamping its support process to improve the customer experience. A process mapping session is a collaborative activity where the BA and the stakeholders work together to document and analyze the current state of a business process, identify pain points and opportunities, and design the future state of the process. Canceling the workshop and rescheduling it can help the BA to ensure that all stakeholders are present and engaged in the session, and that their input and feedback are captured and considered.

Reference: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-process-mapping-to-understand-your-business

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asked 23/09/2024
Biagio Masulo
31 questions
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