Salesforce Certified Business Analyst — Question 77

Northern Trail Outfitters wants to reduce the amount of time it takes for customers to receive their orders after making an online purchase.

Which initial steps should the business analyst take to help determine why the order management and fulfillment process is slow?

Answer options

• A. Conduct interviews with stakeholders in the order management and fulfillment departments to identify individual pain points and brainstorm process improvement solutions.
• B. Create a process map that includes detailed steps related to order management and fulfillment, analyze the process map for inefficiencies, and present findings to leadership.
• C. Work with stakeholders to identify relevant processes, select a key process with defined start and end points, and collaborate with process owners and users to create a current state process map.

Correct answer: C

Explanation

The correct answer is C because it emphasizes collaboration and the development of a clear current state process map, which is essential for identifying inefficiencies. Option A, while helpful, is too focused on individual pain points without a structured approach. Option B, creating a process map, is useful but should come after identifying and selecting a key process to analyze.