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.
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.
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)
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