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Exam Certified Business Analyst topic 1 question 96 discussion

Actual exam question from Salesforce's Certified Business Analyst
Question #: 96
Topic #: 1
[All Certified Business Analyst Questions]

Cloud Kicks (CK) wants to enhance the user experience for customer service agents on Service Cloud so they can effectively meet their service-level agreements. CK has a vision for the future state, but needs to understand how to achieve it. A business analyst (BA) has been assigned to help with this goal.
Which type of document should the BA use to meet the requirement?

  • A. Gap analysis
  • B. Use case
  • C. Change management
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Suggested Answer: A 🗳️
by Salesforceexpert12 at Feb. 17, 2025, 6:54 p.m.

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Salesforceexpert12
2 months ago
Selected Answer: A
A gap analysis helps identify the difference between the current state and the desired future state. Since CK wants to understand how to enhance the user experience for customer service agents and meet their service-level agreements (SLAs), the business analyst can use a gap analysis to assess where the company currently stands in terms of capabilities and processes and what needs to change to achieve the vision.
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