BA-201 · Question #164
A business analyst (BA) is compiling a list of subject matter experts to consult throughout the discovery for a new Service Cloud implementation. What is the primary value of the BA speaking with…
The correct answer is A. Validating current processes. Customer service reps (CSRs) are the frontline workers who execute the day-to-day processes that Service Cloud is meant to support. Their primary value to a BA during discovery is their ability to validate current processes - they can confirm whether documented workflows…
Question
A business analyst (BA) is compiling a list of subject matter experts to consult throughout the discovery for a new Service Cloud implementation. What is the primary value of the BA speaking with customer service reps?
Options
- AValidating current processes
- BEstimating the project cost
- CBuilding solution design consensus
How the community answered
(60 responses)- A92% (55)
- B2% (1)
- C7% (4)
Explanation
Customer service reps (CSRs) are the frontline workers who execute the day-to-day processes that Service Cloud is meant to support. Their primary value to a BA during discovery is their ability to validate current processes - they can confirm whether documented workflows reflect reality, identify workarounds, and highlight pain points from lived experience. Estimating project cost (B) is a project management responsibility, and building solution design consensus (C) is a stakeholder alignment activity that happens after requirements are gathered, not during initial discovery.
Topics
Community Discussion
No community discussion yet for this question.