Salesforce Certified Business Analyst — Question 99

As part of the digital transformation at Cloud Kicks, company leaders have decided to adopt Service Cloud as its CRM platform for customer service and support. Executive directors are supportive of the initiative, but end users are unconvinced and prefer to remain on the current platform.
What should the business analyst do to gam the end users' cooperation?

Answer options

• A. Identity key stakeholders and develop relationships with them as a trusted advisor; involve stakeholders and end users in the design of the new solution; and act as a liaison between business and technical teams.
• B. Use an assertive influencing style; demonstrate authority and expertise; outline the project objectives; and make sure end users know that the decision has been made and the time to make changes has passed.
• C. Respond to end users with empathy and accommodate their needs; translate the end users' needs into technical requirements; and deliver the project to the developers to implement the solution.

Correct answer: A

Explanation

The correct answer, A, emphasizes the importance of building relationships with stakeholders and including them in the design process, which can help alleviate concerns and foster cooperation. Option B focuses on an authoritative approach, which may alienate users and lead to resistance. Option C, while empathetic, does not actively involve users in the solution design, which is crucial for gaining their buy-in.