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Question 163 - Certified Business Analyst discussion

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A business analyst captures the following acceptance criteria for a user story about case reassignment in Service Cloud.

* A service manager can dick a Reassign button that changes the owner field of the case.

* A service manager is able to reassign cases-as part of the mobile experience.

* Reassignment functionality can be used on cases that have been auto-reassigned.

* Service reps are unable to reassign cases.

Which mistake was made?

A.
The criteria are aligned with the user's goal.
Answers
A.
The criteria are aligned with the user's goal.
B.
The criteria include solution information.
Answers
B.
The criteria include solution information.
C.
The criteria are small and testable.
Answers
C.
The criteria are small and testable.
Suggested answer: B

Explanation:

The mistake made in capturing these acceptance criteria was that they include solution information instead of focusing on what needs to be achieved by implementing this feature or functionality. For example, specifying that ''a service manager can click a Reassign button'' implies a particular design choice rather than describing what outcome should be achieved by reassigning cases (such as transferring ownership or notifying new owners). Acceptance criteria should be aligned with the user's goal rather than prescribing how to achieve it so that they do not limit creativity or innovation in finding solutions.Acceptance criteria should also be small and testable so that they can be easily verified by using techniques such as scenarios or test cases.

Reference:1https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-certification-prep/user-stories

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asked 23/09/2024
CRISTIAN FONSECA
38 questions
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