Universal Container (CU) has brought in a business analyst to help implement an expensive AppExchange product in its Salesforce org to optimize the sales pipeline. The BA is free to speak to anyone at UC to gather the information they need to ensure success. The BA decides to speak to the stakeholders who are most impacted.
Which key stakeholder should the BA speak to first?

• A.VP of sales
• B.Sales Users
• C.IT leaders

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The project team at Cloud Kicks is under a tight deadline to implement a new Service Cloud feature. The business analyst, BA) has received feedback from the customer that the existing functionality is difficult to use. The BA wants to better understand the customers pair points before writing requirements Which document should the BA use?

• A.Journey map
• B.Process map
• C.Capability map

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A business analyst (BA) at Universal Containers had a meeting with sales and service reps to gather requirements around contact management for a new Salesforce implementation. A sales rep wants a place to capture the names of the contact's spouse and children to help build the relationship. The BA writes the following user story.
"As a user, I need to be able to record a contact's title and role as separate data points so I know who to address for various needs of the account.'' Who should be listed as the persona?

• A.Sales rep
• B.Contact
• C.Service rep

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An executive stakeholders at Northern Trail Outfitters (NTO) wants to explore automating NTO's Quote-to-Cash process and has asked the business analyst (BA) to pull together some high-level information on possible solutions.
Which type of document should the BA present to the stakeholders?

• A.A business process map detailing the existing step-by-step Quote-to-Cash process
• B.A capability map detailing the functionality of Salesforce and AppExchange Quote-to-Cash products
• C.A SIPOC (Support inputs, Process, Outputs, and Customers) map outlining the Quote-to-Cash process

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The business analyst (BA) at Northern Trail Outfitters needs to create a current state process map for a Service Cloud implementation with its retail division. The BA needs a simple diagramming notation for the process map that is applicable across all industries, provides context for metrics and management decisions, and supports regulatory considerations.
Which diagramming notation should the BA use for the process map?

• A.Universal Process Notation (UPN)
• B.Unified Modeling Language (UML)
• C.Business Process Modeling Notation (BPMN)

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