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Question 211 - Certified Business Analyst discussion

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The business analyst at Northern Trail Outfitters receives a requirement from the CRM manager to have visibility into their team's queues to monitor open cases.

Which user story meets this requirement?

A.
As a CRM manager, I need a record-triggered flow to view my team's work queues so 1 can monitor their open tickets.
Answers
A.
As a CRM manager, I need a record-triggered flow to view my team's work queues so 1 can monitor their open tickets.
B.
As a CRM manager, I need to see my team's work queues so I can monitor their open tickets.
Answers
B.
As a CRM manager, I need to see my team's work queues so I can monitor their open tickets.
C.
As a user, I need to see case queue to monitor my team's work.
Answers
C.
As a user, I need to see case queue to monitor my team's work.
Suggested answer: B

Explanation:

The user story that meets the requirement is ''As a CRM manager, I need to see my team's work queues so I can monitor their open tickets''. A user story is a statement that describes what a user or stakeholder needs or wants from a system or solution in order to achieve a specific goal or outcome. A user story follows the format ''As a [role], I want to [action], so that I can [outcome]''. A user story helps to capture and communicate the business value and benefit of a requirement or feature. The user story that meets the requirement is ''As a CRM manager, I need to see my team's work queues so I can monitor their open tickets'' because it specifies the role (CRM manager), the action (see my team's work queues), and the outcome (monitor their open tickets). The other user stories are either too vague or too specific (A) to meet the requirement.

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

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asked 23/09/2024
Joseph Lewis
46 questions
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