Salesforce
BA-201 · Question #222
Universal Containers has kicked off a project focused on transforming its customer service department using Service Cloud. During onboarding, the project manager shared the following process maps with
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Elicit & Analyze
Question
Universal Containers has kicked off a project focused on transforming its customer service department using Service Cloud. During onboarding, the project manager shared the following process maps with the business analyst (BA):
- Case Creation
- Case Triage
- Case Assignment
- Case Management
- Case Closure
Which key attributes should the BA look for when reviewing the process maps?
Options
- AAudiences, scope, inputs, outputs, and resources
- BCost, timeline, risks, requirements, and opportunities
- CCase sources, types, volumes, priorities, and reasons
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Topics
#Process Analysis#Business Process Mapping#Business Analyst Skills#Service Cloud