Northern Trail Outfitters is Updating Its customer portal built on Experience Cloud. The team has drafted a user story:
"As a customer, I want to be able to chat with a support agent and view my account, see my orders, and ask questions via the customer port.
What should a business analyst do to improve this user story?

• A.Adjust the goal of the user story to be independent.
• B.Include specific information about potential Salesforce solutions.
• C.Estimate how long it will take the technical team to complete the story.

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Cloud Kicks needs to revamp its support process to improve the customer experience and has asked the Service Cloud team to collaborate with the business analyst (BA). The BA has scheduled an initial live process mapping session with all stakeholders and received the following calendar responses:

What should the BA do?

• A.Hold a one-on-one diagram session with each stakeholder before the workshop.
• B.Proceed with the workshop as scheduled with the stakeholders who are available.
• C.Cancel the workshop and reschedule it to a date when ail stakeholders ace available.

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The Salesforce project team at Universal Containers is reviewing a backlog of user stories to add to an sprint. The team is unsure of which story to begin working on.
What should the business analyst do to help with prioritization?

• A.Verify acceptance criteria.
• B.Identify dependent components.
• C.Delete the definition of done

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Northern Trail Outfitters (NTO) has acquired a competitor. The agreement is to migrate the acquired company into NTG's Technological Platforms. One of its challenges is to offer a unified customer experience while strengthening the relationship with its customers. The business analyst (BA) has been asked to translate the business objectives and assemble an improved and standard customer experience.
Which strategy should the BA use to accomplish the goal?

• A.Understand business objectives, define the intention and audience, lead a journey mapping workshop, find opportunities for improvement, and update the journey map.
• B.Understand business objectives, determine company culture, evaluate processes and user experiences, interview stakeholders, and add improvements to the integration roadmap.
• C.Understand business objectives, define the intention and audience, conduct user experience research, analyze the research results, and design an improved new user experience.

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Northern Trail Outfitters is implementing Marketing Cloud. Stakeholders are having a difficult time conceptualizing how Marketing Cloud uses insights to create journeys. The Business analyst (BA) has been asked to show stakeholders how it works so the implementation project can move forward. Timelines are two tight to present a demo, and approval from stakeholders is needed soon in order to keep the project on track.
What should the BA do to help stakeholders visualize how it will work?

• A.Create a UPN (Universal Process Notation) diagram.
• B.Build a capability model.
• C.Schedule a storyboarding session.

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