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Exam Certified Business Analyst topic 1 question 54 discussion

Actual exam question from Salesforce's Certified Business Analyst
Question #: 54
Topic #: 1
[All Certified Business Analyst Questions]

A business analyst (BA) at Northern Trail Outfitters is mapping a workflow process to onboard a new user group to a Service Cloud implementation.
Which level of detail should the BA use for the process map and why?

  • A. Simple — A high-level overview of the process Is sufficient to show a new user experience.
  • B. Somewhat detailed — Since the process will be repetitive, new users will learn and remember the details.
  • C. Very detailed — It should be prescriptive for new users following an unfamiliar process.
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Suggested Answer: C 🗳️

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interceptor8
1 month, 2 weeks ago
Selected Answer: C
What value would simple workflow bring. It should be detailed
upvoted 1 times
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Salesforceexpert12
1 month, 2 weeks ago
Selected Answer: C
C. Very detailed — It should be prescriptive for new users following an unfamiliar process. Since the process involves onboarding a new user group to a Service Cloud implementation, it is important to provide a very detailed process map. New users may not be familiar with the system or the specific workflows, so the map should be prescriptive and guide them through the steps in a clear, easy-to-understand manner. This will help ensure the new users understand the process thoroughly, reduce confusion, and lead to a smoother onboarding experience.
upvoted 1 times
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Froydis
3 months ago
Selected Answer: C
The answer should be C: According to Salesforce’s Trailhead module on Business Process Mapping, creating detailed process maps is essential for understanding and improving workflows. Detailed maps help identify flaws in a process and determine where improvements should be made, which is particularly beneficial when onboarding new users to ensure they comprehend each step of the process. (From Trailhead)
upvoted 1 times
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sfjdsjan2024
4 months ago
Selected Answer: A
Would it be A to not overawe a new user user with something they're not yet familiar with yet and give them the big picture for Service Cloud?
upvoted 2 times
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