Salesforce Certified Business Analyst — Question 98

Cloud Kicks (CK) wants to enhance the user experience for customer service agents on Service Cloud so they can effectively meet their service-level agreements. CK has a vision for the future state, but needs to understand how to achieve it. A business analyst (BA) has been assigned to help with this goal.
Which type of document should the BA use to meet the requirement?

Answer options

• A. Gap analysis
• B. Use case
• C. Change management

Correct answer: A

Explanation

The correct answer is a Gap analysis, as it helps identify the differences between the current state and the desired future state, allowing for a structured approach to reach the goal. A Use case focuses on specific scenarios and user interactions, which may not provide the broad overview needed for this task. Change management deals with how to implement changes but doesn't specifically analyze gaps in current capabilities versus desired outcomes.