Certified-Business-Analyst Exam Dumps | Universal Containers has kicked off a project focused on transforming its customer service department

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Question 44/127

Universal Containers has kicked off a project focused on transforming its customer service department using Service Cloud. During onboarding, the project manager shared the following process maps with the business analyst (BA):
Case Creation
* Case Triage
* Case Assignment
* Case Management
* Case Closure
Which key attributes should the BA look for when reviewing the process maps?

A. Audiences, scope, inputs, outputs, and resources

B. Cost, timeline, risks, requirements, and opportunities

C. Case sources, types, volumes, priorities, and reasons

Correct Answer: A

This answer lists audiences, scope, inputs, outputs, and resources as the key attributes that the BA should look for when reviewing the process maps. These attributes help to define and understand a business process, and identify its purpose, boundaries, stakeholders, data, and resources. These attributes also help to evaluate the effectiveness and efficiency of a business process, and identify areas for improvement or optimization.
References:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-process-ma

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