Salesforce Certified Business Analyst — Question 80

Cloud Kicks leadership wants to improve the new customer onboarding experience. There are a number of complex handoffs between teams. Service managers have been tasked with working with the operations team to improve the handoff between Salesforce and internal systems. The business analyst (BA) wants to break down the onboarding processes and sub-processes into simpler steps.

What should the BA create to engage stakeholders?

Answer options

• A. Value Stream Map
• B. Universal Process Notation
• C. Capability Model

Correct answer: B

Explanation

The correct choice is B, Universal Process Notation, which is ideal for visualizing processes in a way that is easily understandable for stakeholders. A Value Stream Map focuses on identifying value-adding steps in a process but may not effectively engage stakeholders in the same way. A Capability Model outlines the organization's capabilities but does not specifically address the onboarding process.