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Question 195 - Certified Business Analyst discussion

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A sales manager at Cloud Kicks recently learned about Salesforce Macros and believes service agents could benefit from the feature. The sales manager created the following user story: 'As a service agent I want Salesforce Macros to complete repetitive tasks faster.'

What should the business analyst change to improve the user story?

A.
Replace the specific feature with a goal.
Answers
A.
Replace the specific feature with a goal.
B.
Change the user story to the sales manager persona.
Answers
B.
Change the user story to the sales manager persona.
C.
Add a quantifiable reason why the feature is needed.
Answers
C.
Add a quantifiable reason why the feature is needed.
Suggested answer: C

Explanation:

The user story should include a quantifiable reason why the feature is needed. This helps to define the value or benefit that the user expects from the feature, and provides a basis for prioritizing, testing, and accepting the user story. A quantifiable reason should be specific, measurable, achievable, realistic, and time-bound. For example, ''As a service agent I want Salesforce Macros to complete repetitive tasks faster so that I can reduce my average case resolution time by 10%.'' The other options are either irrelevant or incorrect. Option A does not improve the user story, but rather makes it vaguer and ambiguous. Option B does not improve the user story, but rather changes the user role and perspective.

Reference: https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-user-stories/write-user-stories

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asked 23/09/2024
Jyoti Gupta
40 questions
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