Salesforce Certified Business Analyst — Question 89

A business analyst (BA) at Northern Trail Outfitters is mapping a workflow process to onboard a new user group to a Service Cloud implementation.
Which level of detail should the BA use for the process map and why?

Answer options

• A. Simple — A high-level overview of the process Is sufficient to show a new user experience.
• B. Somewhat detailed — Since the process will be repetitive, new users will learn and remember the details.
• C. Very detailed — It should be prescriptive for new users following an unfamiliar process.

Correct answer: C

Explanation

The correct answer is C, as a very detailed process map ensures that new users have clear, step-by-step guidance while learning an unfamiliar system. Options A and B underestimate the complexity that new users may face, which could lead to confusion and hinder their onboarding experience.