BA-201 · Question #44
Universal Containers is developing a new case management solution in Salesforce. The business analyst has started writing user stories to capture feature needs. One user story is: "The customer care…
The correct answer is B. Why. In the standard user story format-'As a [Who], I want [What], so that [Why]'-the phrase 'so that [they] can provide high-touch customer experiences' is the 'Why' component. The 'Why' explains the business value or the reason behind the request, justifying why the feature…
Question
Universal Containers is developing a new case management solution in Salesforce. The business analyst has started writing user stories to capture feature needs. One user story is:
"The customer care representative wants to take ownership of new cases and communicate with customers so they can provide high-touch customer experiences." Which component of the user story is "provide high-touch customer experiences?"
Options
- AWhere
- BWhy
- CAssumption
How the community answered
(35 responses)- A3% (1)
- B91% (32)
- C6% (2)
Explanation
In the standard user story format-'As a [Who], I want [What], so that [Why]'-the phrase 'so that [they] can provide high-touch customer experiences' is the 'Why' component. The 'Why' explains the business value or the reason behind the request, justifying why the feature matters. In this story: the 'Who' is the customer care representative, the 'What' is taking ownership of new cases and communicating with customers, and the 'Why' is to provide high-touch customer experiences. It is not a 'Where' (which would indicate a location or system context) nor an 'Assumption' (which is a pre-condition or constraint accepted as true without proof).
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