Salesforce Certified Business Analyst — Question 71

A business analyst (BA) is working with the support team at Cloud Kicks (CK) on a Service Cloud implementation. The BA has decided to create a process map to understand CK's current merchandise return process.
What are the top three benefits of creating a process map?

Answer options

• A. Builds accountability, increases revenue, and decreases overall time spent on requirements
• B. Identifies improvements, decreases project costs, and starts the change process
• C. Engages stakeholders, identifies improvements, and starts the change process

Correct answer: C

Explanation

The correct answer is C because engaging stakeholders ensures that their input is considered, identifying improvements highlights areas that can be optimized, and starting the change process is essential for implementing these enhancements. Options A and B do not encompass the collaborative aspect with stakeholders or the focus on identifying improvements in the same way, making them less relevant to the benefits of creating a process map.