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The business analyst (BA) at Northern Trail Outfitters is writing user stories about a Case creation feature within Service Cloud for an upcoming sprint. This feature overlaps with another feature that is being developed in the current sprint. The BA is working with the technical team to identify metadata dependencies across features to prevent overwriting before the release.
A. Setup Audit Trail
B. Change Sets
C. Version control
The leadership team at Universal Containers (UC) is focused on customer retention. The business analyst (BA) has been asked to implement a new customer for life program on the salesforce platform. Before their can move forward, they need to understand the lifecycle and all of the related interaction that IC has with its customers. Which type of session should the BA perform?
A. User Acceptance testing
B. Journey Mapping
C. Requirements Gathering
Explanation:
The type of session that the business analyst should perform to elicit user stories from UC’s customers is journey mapping. Journey mapping is a technique that involves creating a visual representation of the steps or stages that a customer goes through when interacting with an organization, product, or service. Journey mapping helps to capture the customer’s experience, needs, goals, pain points, emotions, and touchpoints across their entire lifecycle. Journey mapping also helps to identify any gaps or opportunities for improvement or innovation in the customer journey. Journey mapping can help elicit user stories from UC’s customers by allowing them to share their perspectives and feedback in their own words, as well as showing how the solution can add value and benefits to their journey.
References:
https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analystcertification-prep/customer-discovery
Sprint 1 of 5 has been completed in a Sales Cloud implementation. The business analyst (BA) met with the stakeholders to prioritize the backlog for the next sprint. One of the stakeholders wants to include a medium-priority item. There is still a list of high-priority items that need to be addressed. How should the BA communicate with the stakeholder?
A. Q Schedule a meeting to discuss the importance of the item, then re-evaluate all of the items and their priority levels
B. Q Verify why the item is medium-priority, explain the reason, and determine if the item priority was misjudged compared to other items.
C. Q Support the stakeholder in this decision, move the medium-priority item to the next sprint, and inform the development team.
Explanation:
In managing a project backlog, especially in an Agile environment like a Sales Cloud
implementation, it's crucial to prioritize items based on their importance and impact on the
project's success. When a stakeholder wants to include a medium-priority item over high priority ones, the BA should first understand the reasoning behind the stakeholder's
valuation of that item. This involves verifying the criteria used to assign priorities and
ensuring that all items are assessed consistently. By engaging in this dialogue, the BA can
clarify the importance of following the prioritized backlog to maximize project value and
may also uncover new information that could lead to a re-evaluation of priority levels for all
items.
Universal Containers is in the discovery phase of a new Service Cloud project. The lead business analyst (BA) review user stories written by junior Bas. The lead BA discovers these user stories are missing details, as how case routing should work. The lead BA asks the junior Bas to make revisions based on the intended audience for the user stories.
A. End user and development team
B. Development and QA teams
C. Business user and QA team
Explanation:
This answer states that development and QA teams are the intended audience for the user
stories written by junior BAs for developing a solution to help UC track and analyze its
carbon emission in an effort to meet its new initiatives. Development team is a group of
people who are responsible for building, testing, and deploying the solution based on the
user stories. QA team is a group of people who are responsible for verifying, validating, and
ensuring the quality of the solution based on the user stories. Development and QA teams
are the intended audience for the user stories because they need to understand what to
build and how to test the solution, and they need to provide feedback or clarification on the
user stories.
References:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analystquick-look/use-user-stories-to-capture-requirements
The customer service director at Universal Containers wants a self-service portal for
customers using Experience Cloud. The director has a limited budget and wants the
solution delivered before the end of the quarter.
After assessing several potential options, which solution should the business analyst
recommend?
A. The solution with the lowest cost
B. The solution with the fastest implementation time
C. The solution with the highest business value
Explanation:
When recommending a solution, especially under constraints such as a limited budget and
tight timeline, the focus should be on delivering the highest business value. This approach
ensures that the chosen solution effectively addresses the most critical needs of the
business, providing significant benefits that justify the investment. While cost and
implementation time are important considerations, the primary goal is to enhance customer
service and satisfaction through the self-service portal, thereby achieving strategic
business objectives. Selecting the option that offers the most substantial impact on service
quality and customer experience, even if it's not the cheapest or quickest, will provide long-term benefits to the organization.
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