BA-201 · Question #231
Cloud Kicks is implementing cases to handle its growing volume of customer inquiries. The Business analyst (BA) on the implementation has 2 years of experience with Service Cloud. This is one of the…
The correct answer is B. The story included feature- specific language. A well-formed user story captures the who, what, and why without prescribing a specific technical solution or product feature. Mentioning 'Salesforce Macros' by name locks the story to a specific implementation before discovery and design are complete. The story should describe…
Question
Cloud Kicks is implementing cases to handle its growing volume of customer inquiries. The Business analyst (BA) on the implementation has 2 years of experience with Service Cloud. This is one of the user stories the BA wrote for the implementation:
"A customer service representative wants to use Salesforce Macros to update notes and change the case stats to close to reduce the time spent on each case." Which mistake did the BA make when writing this user story?
Options
- AThe incorrect persona was used in the story.
- BThe story included feature- specific language.
- CThe story explained the value to the user.
How the community answered
(56 responses)- A5% (3)
- B80% (45)
- C14% (8)
Explanation
A well-formed user story captures the who, what, and why without prescribing a specific technical solution or product feature. Mentioning 'Salesforce Macros' by name locks the story to a specific implementation before discovery and design are complete. The story should describe the user's goal (reducing time spent closing cases), not dictate which feature achieves it. Option A is incorrect because 'customer service representative' is a reasonable persona. Option C is incorrect because explaining value to the user (the 'so that' clause) is a required and correct part of a user story.
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