BA-201 · Question #166
BA-201 Question #166: Real Exam Question with Answer & Explanation
The correct answer is C: Understand current business processes and document existing functionality.. A business analyst assigned to a Service Cloud project should understand the current business processes and document the existing functionality of the customer service department. This will help them identify the gaps, pain points, and opportunities for improvement. Working with
Question
Northern Trail Outfitters is starting a project to implement Service Cloud for the customer service department. Which activity should be handled by a business analyst assigned to this project?
Options
- AWork with Salesforce to purchase the necessary licenses.
- BManage existing Salesforce applications and activities.
- CUnderstand current business processes and document existing functionality.
Explanation
A business analyst assigned to a Service Cloud project should understand the current business processes and document the existing functionality of the customer service department. This will help them identify the gaps, pain points, and opportunities for improvement. Working with Salesforce to purchase the necessary licenses is a task for the project manager or sponsor. Managing existing Salesforce applications and activities is a task for the administrator or https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification- prep/customer-discovery https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification- prep/business-process-mapping
Topics
Community Discussion
No community discussion yet for this question.