Certification of Capability in Business Analysis (CCBA) — Question 54

You are the business analyst in your organization. Management comes to you with a customer complaint that they'd like you to analyze. What's the common task associated with customer complaints or loss of revenue?

Answer options

• A. Stakeholder assessment of implementation
• B. Issue management and identification
• C. Evaluation of a business need
• D. Capability assessment

Correct answer: C

Explanation

The correct answer is C, as evaluating a business need directly addresses the reasons behind customer complaints and potential revenue loss. The other options, while relevant to business analysis, do not specifically focus on understanding and resolving the root causes of customer dissatisfaction.