Exam Certified Business Analyst topic 1 question 108 discussion

Actual exam question from Salesforce's Certified Business Analyst

Question #: 108
Topic #: 1

[All Certified Business Analyst Questions]

As part of the digital transformation at Cloud Kicks, company leaders have decided to adopt Service Cloud as its CRM platform for customer service and support. Executive directors are supportive of the initiative, but end users are unconvinced and prefer to remain on the current platform.
What should the business analyst do to gam the end users' cooperation?

A. Identity key stakeholders and develop relationships with them as a trusted advisor; involve stakeholders and end users in the design of the new solution; and act as a liaison between business and technical teams.
B. Use an assertive influencing style; demonstrate authority and expertise; outline the project objectives; and make sure end users know that the decision has been made and the time to make changes has passed.
C. Respond to end users with empathy and accommodate their needs; translate the end users' needs into technical requirements; and deliver the project to the developers to implement the solution.

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Suggested Answer: A 🗳️

by Salesforceexpert12 at Feb. 19, 2025, 5:55 p.m.

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Salesforceexpert12

1 month, 4 weeks ago

Selected Answer: A

A. Identify key stakeholders and develop relationships with them as a trusted advisor; involve stakeholders and end users in the design of the new solution; and act as a liaison between business and technical teams.

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Exam Certified Business Analyst topic 1 question 108 discussion

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Salesforceexpert12

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