BA-201 · Question #127
Universal Containers is beginning a Commerce Cloud project with a new client. The business analyst (BA) wants to leverage customercentric discovery to ensure a successful project outcome. How can the
The correct answer is A. Navigate the client's online purchasing process.. Customer-centric discovery follows a structured sequence: Know Your Customer → Be Your Customer → Connect With Your Customer. Before the first requirements workshop, the 'Be Your Customer' step involves actually experiencing the client's customer journey firsthand. For a Commerce
Question
Universal Containers is beginning a Commerce Cloud project with a new client. The business analyst (BA) wants to leverage customercentric discovery to ensure a successful project outcome. How can the BA put this into action before the first requirements workshop?
Options
- ANavigate the client's online purchasing process.
- BResearch the background of the client's Salesforce team.
- CDevelop preliminary technical specifications.
How the community answered
(27 responses)- A74% (20)
- B7% (2)
- C19% (5)
Explanation
Customer-centric discovery follows a structured sequence: Know Your Customer → Be Your Customer → Connect With Your Customer. Before the first requirements workshop, the 'Be Your Customer' step involves actually experiencing the client's customer journey firsthand. For a Commerce Cloud project, this means navigating the client's online purchasing process end-to-end, exactly as a real customer would. This gives the BA direct, lived insight into friction points, usability issues, and workflow gaps before any requirements discussions begin. Option B (researching the Salesforce team's background) is an internal-facing activity that does not yield customer experience insights. Option C (developing technical specifications) is premature - specifications come after discovery, not before it.
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