Northern Trail Outfitters is setting up a new team to support an implementation of Service Cloud and is considering which workflow to use.
In which scenario should he business analyst recommend Kanban?

• A.Work is predictable but sometimes lacks sufficient planning.
• B.Work is generally project-based and can be broken into smaller pieces.
• C.Work includes platform support requiring immediate outage handling.

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A business analysis (BA) is creating a business flowchart to review with a customer service team that is using service team that is using Service Cloud. The team is organized by the products and the regions they support.
Which step should the BA include e in the business flowchart?

• A.Set limits to the scope that will be documented.
• B.Capture decision steps and different outcomes.
  Illustrate which fields are integrated with an external system.

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Universal Containers recently launched a solution that leverages Service Cloud for its North America (NA) customer support team. Planning has started for the second phase of the project which will expand the solution to include the Asia Pacific (APAC) customer support team. The APAC readership team has indicated that its processes are similar to the NA team. The APAC team wants to see the high-level process areas that were used for the NA team so it car scope the key priorities for the overall business. The business analyst (BA) has scheduled a meeting with the APAC team. , Which action should the BA take during the meeting?

• A.Demo the end-to-end solution from the NA implementation.
• B.Review the capability model from the NA Implementation.
• C.Share individual user stories from the NA implementation.

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Universal Containers is focused on an initiative to streamline its channel management processes. Due to the level of complexity, the business analyst (BA) will gather and document the key points in preparation to build a more detailed process map.
Which diagram should the BA use in this case?

• A.Value Stream Map
• B.SIPOC (Suppliers, Inputs, Process, Outputs, Customers)
• C.Capability Model

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Universal Containers (UC) uses a Salesforce org. UC is merging with a sister company that uses a different CRM. The incoming sales team is reluctant to change to a different process. The business analyst (BA) has been asked to help reach consensus and drive adoption.
Which group is well positioned to help the BA secure alignment for the initiative?

• A.Executive sponsors and sales leadership
• B.System admin and project manager
• C.Power users and top sales earners

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