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…
The correct answer is A. Audiences, scope, inputs, outputs, and resources. When reviewing process maps, a BA should evaluate the key structural attributes that define what the process does and how it works: Audiences (who participates in the process), Scope (what is and is not included), Inputs (what triggers or feeds into the process), Outputs (what…
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
How the community answered
(33 responses)- A79% (26)
- B6% (2)
- C15% (5)
Explanation
When reviewing process maps, a BA should evaluate the key structural attributes that define what the process does and how it works: Audiences (who participates in the process), Scope (what is and is not included), Inputs (what triggers or feeds into the process), Outputs (what the process produces), and Resources (what tools, systems, or people are required). These attributes ensure the BA fully understands the process boundaries and flows. Option B lists project management concerns (cost, timeline, risks) that belong in a project charter, not a process map review. Option C lists case data attributes that are relevant to Service Cloud configuration requirements but are not structural attributes of process maps.
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