BA-201 · Question #3
As part of the digital transformation at Cloud Kicks, company leaders have decided to adopt Service Cloud as its CRM platform for customer service and support. Executive directors are supportive of th
The correct answer is C. Identify key stakeholders and develop relationships with them as a trusted advisor; involve. Change resistance from end users is best overcome through relationship-building, empathy, and inclusion-not authority or accommodation. By involving end users in discovery and solutioning, the BA creates a sense of ownership and demonstrates that their concerns are heard. Option
Question
As part of the digital transformation at Cloud Kicks, company leaders have decided to adopt Service Cloud as its CRM platform for customer service and support. Executive directors are supportive of the initiative, but end users are unconvinced and prefer to remain on the current platform. What should the business analyst do to gain the end users' cooperation?
Options
- ARespond to end users with empathy and accommodate their needs; translate the end users'
- BUse an assertive influencing style; demonstrate authority and expertise; outline the project
- CIdentify key stakeholders and develop relationships with them as a trusted advisor; involve
How the community answered
(60 responses)- A5% (3)
- B12% (7)
- C83% (50)
Explanation
Change resistance from end users is best overcome through relationship-building, empathy, and inclusion-not authority or accommodation. By involving end users in discovery and solutioning, the BA creates a sense of ownership and demonstrates that their concerns are heard. Option A sounds empathetic but 'accommodating needs' can create scope creep and does not address the root cause of resistance. Option B (assertive influencing / authority) typically backfires with reluctant end users and can deepen opposition. Option C is correct because building trust and involving users transforms them from passive resistors into active participants.
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