BA-201 · Question #266
Cloud Kicks needs to revamp its support process to improve the customer experience and has asked the Service Cloud team to collaborate with the business analyst (BA). The BA has scheduled an initial…
The correct answer is C. Cancel the workshop and reschedule it to a date when ail stakeholders ace available. An initial process mapping session is a foundational workshop where all stakeholders must align on the current state and future direction together. Proceeding without full attendance (B) risks missing critical perspectives, creating gaps in the process map, and requiring rework…
Question
Cloud Kicks needs to revamp its support process to improve the customer experience and has asked the Service Cloud team to collaborate with the business analyst (BA). The BA has scheduled an initial live process mapping session with all stakeholders and received the following calendar responses:
What should the BA do?
Exhibit
Options
- AHold a one-on-one diagram session with each stakeholder before the workshop.
- BProceed with the workshop as scheduled with the stakeholders who are available.
- CCancel the workshop and reschedule it to a date when ail stakeholders ace available.
How the community answered
(64 responses)- A14% (9)
- B6% (4)
- C80% (51)
Explanation
An initial process mapping session is a foundational workshop where all stakeholders must align on the current state and future direction together. Proceeding without full attendance (B) risks missing critical perspectives, creating gaps in the process map, and requiring rework later. Holding one-on-one sessions first (A) undermines the collaborative nature of the workshop and creates silos. Rescheduling (C) is the correct approach because process mapping requires collective participation-decisions made without all voices present can lead to misalignment, missed requirements, and project failure.
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