Question 16

Northern Trail Outfitters (NTO) is working with an implementation partner to transform its customer support team with Service Cloud. A new business analyst (BA) who is a replacement from the partner was introduced to NTO stakeholders during the discovery phase of the project. The new BA is still getting to know each of the stakeholders when they start the requirements workshop. The BA asks a stakeholder a discovery question and they seem irritated.
What should the BA do to build trust with the stakeholder as the project continues?
  • Question 17

    Universal Containers is developing a new recruitment app using Service Cloud. The project team has started writing user stories including:
    "As a human resources (HR) manager, I need to document the progress of a candidate's submission so I can manage the candidate's application throughout the recruiting process." What is one definition of done for this user story?
  • Question 18

    Universal Containers wants to streamline a complex business process. The business analyst (BA) assigned to the Service Cloud project is creating a business process map of the existing process. The BA is having difficulty documenting the process because there is disagreement among the stakeholders about the steps that are being followed.
    Which recommendation should the BA make to help the stakeholders reach agreement about the process?
  • Question 19

    The business analyst (BA) at Universal Containers (UC) wants to understand why UC failed to meet a deployment date for its product go live while following the Agile process. According to the BA's research, the developers lacked a sense of the work in progress and the intended goal of that work, and the QA team was unable to clearly test the functionality based on a given persona.
    Which step should the BA take next?
  • Question 20

    The development team at Universal Containers is reviewing several stories to be added to the current sprint.
    The team is having trouble with a particular story about an Opportunity email alert and is unsure about which type of testing is needed.
    What should the business analyst review and revise to provide more clarity to the team?