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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The Sen/ice Center at Universal Containers (UC) uses Service Cloud and Experience Cloud to manage its customer case lifecycle. UC wants to limit the number of interactions a customer has during the lifecycle. The project leader has asked the business analyst (BA) to visually illustrate the lifecycle.
Which document should the BA create?

• A.Journey Map
• B.Heat Map
• C.Process Map

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Northern Trail Outfitters wants to reduce the amount of time it takes for customers to receive their orders after making an online purchase.
Which initial steps should the business analyst take to help determine why the order management and fulfillment process is slow?

• A.Work with stakeholders to identify relevant processes, select a key process with defined start and end points, and collaborate with process owners and users to create a current state process map.
• B.Conduct interviews with stakeholders in the order management and fulfillment departments to identify individual pain points and brainstorm process improvement solutions.
• C.Create a process map that includes detailed steps related to order management and fulfillment, analyze the process map for inefficiencies, and present findings to leadership.

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Northern Trail Outfitters has decided to implement Sales Cloud. A business analyst (BA) has been assigned to document the requirements for this project.
What should the BA include in these requirements?

• A.Detailed documentation of technical solution
• B.Test scripts to validate requirements
• C.High-level description of required functionality

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The North American (NA) sales team wants to add a set of new fields and delete several fields from the Account object. During requirements gathering, the business analyst (BA) discovers the fields are actively being used by the EMEA team.
Which step should the BA take next?

• A.Refine the requirements to accommodate, both teams.
• B.Focus on the NA team's requirements.
• C.Start another project to address the EMEA team's requirements.

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