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Question 233 - Certified Business Analyst discussion

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Northern Trail Outfitters (NTO) wants to address a recent group of complaints it received from the service team The NTO Salesforce team was alerted Chat the current routing process is preventing cases from reacting the correct service team without manual intervention.

Which action should the business analyst take to best understand and document the and recommend a future state?

A.
Organize a brainstorming session with service team leadership.
Answers
A.
Organize a brainstorming session with service team leadership.
B.
Engage in a live process modeling exercise with the service team.
Answers
B.
Engage in a live process modeling exercise with the service team.
C.
Review individual surveys and questionnaires from the service team.
Answers
C.
Review individual surveys and questionnaires from the service team.
Suggested answer: B

Explanation:

This answer states that engaging in a live process modeling exercise with the service team is what the BA should do to best understand and document the current state and recommend a future state for addressing a recent group of complaints from UC's service team about automated case assignments in Service Cloud. A live process modeling exercise is an activity where the BA works with the service team members to create and validate a visual representation of how they perform their tasks or activities related to case assignments in Service Cloud. A live process modeling exercise can help the BA to best understand and document the current state by capturing and verifying the inputs, outputs, steps, decisions, roles, etc. of case assignments in Service Cloud from different perspectives and sources of information. A live process modeling exercise can also help the BA to recommend a future state by identifying and prioritizing the gaps or issues in case assignments in Service Cloud, and by proposing and evaluating possible improvements or solutions for them.

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
Tiziano Riezzo
47 questions
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