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Question 123 - Certified Business Analyst discussion

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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?

A.
The 'who' of the user story is well-defined.
Answers
A.
The 'who' of the user story is well-defined.
B.
The 'why'' of the user story is focused on user needs.
Answers
B.
The 'why'' of the user story is focused on user needs.
C.
The ''what'' of the acceptance criteria is negotiable.
Answers
C.
The ''what'' of the acceptance criteria is negotiable.
Suggested answer: B

Explanation:

A use case is a type of documentation that describes how a user interacts with a system to achieve a specific goal. It is written from the user's point of view and follows a standard format of ''A [user role] wants to [goal] by [steps]''. A use case helps to capture the user's needs and expectations from the system and provides a basis for developing test cases and acceptance criteria. A BA should use use cases to document how users will interact with the system and what outcomes they expect from it.

Reference: https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-functional-requirements/write-use-cases

This answer points out that the previous VP's requirements may differ from those of the new executive as the largest risk with this approach of using the inherited requirements in lieu of a traditional discovery process for a Sales Cloud implementation. Requirements are statements that describe what a solution must do or have to meet the needs and expectations of the stakeholders or users. Requirements may change over time due to various factors, such as business goals, market trends, customer feedback, or stakeholder preferences. Using the previous VP's requirements without validating them with the new executive may result in a solution that does not align with their vision, strategy, or value proposition. Reference: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-user-stories-to-capture-requirements

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asked 23/09/2024
Lester Ballesteros
45 questions
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