BA-201 · Question #138
When customers have had an issue making an online purchase on the Northern Trail Outfitters (NTO) website, they submitted feedback about the quality of the service provided by the support team. MTO ha
The correct answer is B. Facilitate workshops with stakeholders to understand priorities.. Facilitating workshops is the best way to guide conversations and identify meaningful process Stakeholder Engagement: Workshops bring together diverse perspectives, enabling stakeholders to share insights and prioritize issues based on their impact and feasibility. Interactive Pr
Question
When customers have had an issue making an online purchase on the Northern Trail Outfitters (NTO) website, they submitted feedback about the quality of the service provided by the support team. MTO has listened to its customers and wants to make improvements. How should the business analyst guide the conversation with stakeholders to identify meaningful process improvements?
Options
- AAnalyze CSAT numbers with stakeholders to identify major pain points.
- BFacilitate workshops with stakeholders to understand priorities.
- CReview support team feedback survey results with stakeholders.
How the community answered
(39 responses)- A15% (6)
- B79% (31)
- C5% (2)
Explanation
Facilitating workshops is the best way to guide conversations and identify meaningful process Stakeholder Engagement: Workshops bring together diverse perspectives, enabling stakeholders to share insights and prioritize issues based on their impact and feasibility. Interactive Problem-Solving: Salesforce's business analysis methodology recommends workshops as an effective way to identify root causes and collaboratively develop solutions. Prioritization: The collaborative format helps stakeholders focus on key pain points and align on process improvements that deliver the most significant value.
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