Salesforce Certified Business Analyst — Question 103

A business analyst captures the following acceptance criteria for a user story about case reassignment in Service Cloud.

• A service manager can click a Reassign button that changes the owner field of the case.
• A service manager is able to reassign cases as part of the mobile experience.
• Reassignment functionality can be used on cases that have been auto-reassigned.
• Service reps are unable to reassign cases.

Which mistake was made?

Answer options

• A. The criteria are small and testable.
• B. The criteria include solution information.
• C. The criteria are aligned with the user's goal.

Correct answer: B

Explanation

The correct answer is B because the criteria provided include specific details about how the functionality should work, which is solution-oriented rather than focusing on the users' needs. Options A and C are incorrect as having concise and verifiable criteria, and aligning with the user's goal are generally considered best practices in writing acceptance criteria.