Universal Containers has asked a business analyst (BA) to create a process map indicating how it is using Marketing Cloud to manage its campaigns. In a process map that uses Universal Process…

The correct answer is C. The customer should be consulted. In Universal Process Notation (UPN), resources assigned to activity boxes use RACI-style designations. The letter 'C' stands for Consulted-meaning the customer's input or feedback should be sought during that activity, but they are not the one performing it. 'R' (Responsible)…

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Question

Universal Containers has asked a business analyst (BA) to create a process map indicating how it is using Marketing Cloud to manage its campaigns. In a process map that uses Universal Process Notation (UPN), the BA has marked each activity box with a resource. What does an activity box marked "C Customer' mean?

Options

AThe customer should be responsible.
BThe customer should be informed.
CThe customer should be consulted.

How the community answered

(18 responses)

A
6% (1)
B
6% (1)
C
89% (16)

Explanation

In Universal Process Notation (UPN), resources assigned to activity boxes use RACI-style designations. The letter 'C' stands for Consulted-meaning the customer's input or feedback should be sought during that activity, but they are not the one performing it. 'R' (Responsible) would indicate the customer performs the task. 'I' (Informed) would mean the customer is notified of the outcome but not actively engaged. The 'C' designation tells process participants that the customer's perspective must be incorporated at that step, which is critical for customer-centric service design on platforms like Marketing Cloud.

Topics

#Process Mapping#Universal Process Notation (UPN)#Resource Roles#Business Analysis Techniques

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