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Salesforce Certifications > Business Analyst > Flashcards

Business Analyst Flashcards

1
Q

What’s a proven way to help executives understand how new processes or products can enable change?

A. Thoroughly describe the system configuration detail.
B. Keep the conversation strictly focused on what the existing system can do.
C. Describe how the system can enable business innovation and help customers.

A

C. Describe how the system can enable business innovation and help customers.

> Framing the discussion around innovating and helping customers is the most likely wat to motivate executives to enable change.

Got it wrong? Review Drucker School—Organizational Change Leadership (https://trailhead.salesforce.com/content/learn/modules/drucker_org_change_leadership) to better understand how to drive change within an organization.

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2
Q

When a business analyst is creating a journey map, what assumptions are needed to get started?

A. Why you’re doing it and who you’re focusing on.
B. What the project specifications are and who will use it.
C. What you want and what the business needs.

A

A. Why you’re doing it and who you’re focusing on.

> These assumptions help a BA focus and ensure that the journey map is relevant.

Got it wrong? Read Journey Mapping (https://trailhead.salesforce.com/content/learn/modules/journey-mapping) to learn more about the benefits of journey mapping.

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3
Q

What is an effective way for a business analyst to learn about a customer’s goals?

A. Review the customer’s tax statement from the last 10 years.
B. Read recent industry reports in trade publications.
C. Survey brand fans on social media.

A

B. Read recent industry reports in trade publications.

> The customer’s industry challenges may give insight into current and future trends.

Got it wrong? Learn customer goals and challenges to build the best strategy for their business by studying Customer-Centric Discovery for Salesforce Partners (https://trailhead.salesforce.com/content/learn/modules/customercentric-discovery-for-salesforce-partners).

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4
Q

What is Salesforce Optimizer?

A

A tool that takes a snapshot of a Salesforce org and looks for potential problems in the implementation.

Got it wrong? Review Salesforce Optimizer (https://trailhead.salesforce.com/content/learn/modules/salesforce-optimizer) to get insights into the health of an org.

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5
Q

What are fictionalized characters in which primarily demographic characteristics are represented?

A

Personas

Got it wrong? Study Innovation Customer Discovery (https://trailhead.salesforce.com/content/learn/modules/innovation_customer_discovery) to brush up on tactics for rapid research that will help you better understand your customers.

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6
Q

What is Salesforce Customer 360?

A

An integrated CRM platform that unites marketing, sales, commerce, service, and IT teams with a single, shared customer view.

Got it wrong? Learn more about Salesforce solutions by reading Salesforce Customer 360 (https://trailhead.salesforce.com/content/learn/modules/salesforce-customer-360).

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7
Q

What is Storyboarding?

A

A process for mapping out the connection between a customer’s current challenges and goals for the future with realistic next steps.

Got it wrong? Examine idea generation by studying Innovation Ideation & Prototyping (https://trailhead.salesforce.com/content/learn/modules/innovation_ideation_prototyping).

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8
Q

To ensure effective collaboration with stakeholders, which technique would help a business analyst maintain their trust?

A. Facilitate workshops to gauge priorities.
B. Be transparent and truthful.
C. Point out lessons learned and mistakes that should be avoided.

A

B. Be transparent and truthful.

> It is imperative to be fearless and tell the truth, even if it is bad news.

Got it wrong? Use Trust and Influence (https://trailhead.salesforce.com/en/content/learn/modules/manage_the_sfdc_way_trust_influence) to develop relationships with stakeholders as a trusted advisor.

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9
Q

Why is the scope statement specification the most fundamental deliverable on any project?

A. It clearly defines the roles and responsibilities of every member of the project team.
B. It is the document with the most details.
C. It clearly defines what needs to be achieved and the work that must be done to deliver the project.

A

C. It clearly defines what needs to be achieved and the work that must be done to deliver the project.

> The scope statement specification defines what needs to be done and what the project will achieve.

Got it wrong? Review fundamental skills that drive successful projects by earning Essential Business Analyst Skills (https://trailhead.salesforce.com/content/learn/modules/business-analyst_skills-strategies).

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10
Q

Stakeholders want to enhance the organization’s security by requiring users to identify themselves with additional information besides username and password.

What capability should a business analyst add to the project backlog?

A. Multi-Factor Authentication
B. Real-Time Event Monitoring
C. Shield Platform Encryption

A

A. Multi-Factor Authentication

> Multi-Factor Authentication (MFA) is a security measure that guards an organization from a multitude of security threats.

Got it wrong? Understand how Salesforce core features, such as User Management (https://trailhead.salesforce.com/content/learn/modules/lex_implementation_user_setup_mgmt) and best practices, impact solution options and business processes.

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11
Q

What does a business analyst hope to learn from documenting the current sales processes?

A. How the sales process may differ from other organizations
B. Where the process needs improvement
C. Which personnel are involved in the sales process

A

B. Where the process needs improvement

> This documentation is developed to reveal where the sales process an be strengthened.

Got it wrong? Examine Salesforce Adoption Strategies (https://trailhead.salesforce.com/content/learn/modules/salesforce-adoption-strategies) to learn more about enabling user success.

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12
Q

Who are the individuals who make decisions and who have an important role in determining the requirements for a project?

A

Stakeholders

Got it wrong? Explore fundamental skills that drive successful projects by studying Essential Business Analyst Skills (https://trailhead.salesforce.com/content/learn/modules/business-analyst_skills-strategies).

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13
Q

What is the drawing forth or receiving of information from stakeholders or other sources?

A

Elicitation

Got it wrong? Explore fundamental skills that drive successful projects by studying Essential Business Analyst Skills (https://trailhead.salesforce.com/content/learn/modules/business-analyst_skills-strategies).

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14
Q

What is Waterfall?

A

Creates critical paths; a project can’t move forward until a blocking issue is resolved.

Got it wrong? Review Atlassian Agile Basics (https://trailhead.salesforce.com/content/learn/modules/agile-basics) to study project management, prioritization, and teams.

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15
Q

What is Agile?

A

An iterative approach to development with regular feedback intervals.

Got it wrong? Review Atlassian Agile Basics (https://trailhead.salesforce.com/content/learn/modules/agile-basics) to study project management, prioritization, and teams.

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16
Q

What is a short, time-boxed period when a scrum team works to complete a set amount of work?

A

Sprint

Got it wrong? Review Atlassian Agile Basics (https://trailhead.salesforce.com/content/learn/modules/agile-basics) to study project management, prioritization, and teams.

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17
Q

When creating a process map, what is the first high-level step?

A. Identify the process to map
B. Gather all necessary information
C. Develop the process map

A

A. Identify the process to map

> Step 1 in creating a process map is deciding which process you need to start with.

Got it wrong? Review Process Mapping for Business Analysts (https://trailhead.salesforce.com/content/learn/modules/process-mapping-for-business-analysts) to learn how to diagram and improve business processes.

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18
Q

Which one of these options is a principle of Universal Process Notation (UPN)?

A. Limit of 8-10 activity boxes on a screen
B. Limit of 5 levels
C. No version control

A

A. Limit of 8-10 activity boxes on a screen

> A principle of UPN is to limit activity boxes to 8-10.

Got it wrong? Review Process Mapping for Business Analysts (https://trailhead.salesforce.com/content/learn/modules/process-mapping-for-business-analysts) to learn how to diagram and improve business processes.

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19
Q

When assessing a new process, which type of diagram should be used to identify waste within and between processes?

A. Detailed Process Map
B. SIPOC Map
C. Value Stream Map

A

C. Value Stream Map

> A value stream map is used to visualize the flow of material and information that is needed to bring a product to the customer.

Got it wrong? Review Process Mapping for Business Analysts (https://trailhead.salesforce.com/content/learn/modules/process-mapping-for-business-analysts) to learn how to diagram and improve business processes.

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20
Q

When a business analyst maps processes, which option is a best practice?

A. Validate maps
B. Purchase mapping software
C. Focus on future state maps

A

A. Validate maps

> Right after a business analyst draws a process map, they should review it with stakeholders to ensure it is accurate.

Got it wrong? Review Process Mapping for Business Analysts (https://trailhead.salesforce.com/content/learn/modules/process-mapping-for-business-analysts) to learn how to diagram and improve business processes.

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21
Q

What is a framework used to create visual representations of work processes?

A

Process Mapping

Got it wrong? Learn Process Mapping for Business Analysts (https://trailhead.salesforce.com/content/learn/modules/process-mapping-for-business-analysts) to get familiar with diagramming and improving business processes.

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22
Q

This process diagram shows the key elements of a process including Suppliers, Inputs, Process, Outputs, and Customers.

A

A SIPOC map

Got it wrong? Learn Process Mapping for Business Analysts (https://trailhead.salesforce.com/content/learn/modules/process-mapping-for-business-analysts) to get familiar with diagramming and improving business processes.

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23
Q

What are the visual characteristics of a Universal Process Notation (UPN) diagram?

A

Activity box, Resource, Line with text, Attachment, Decision, Drill down

Got it wrong? Review Business Process Mapping (https://trailhead.salesforce.com/content/learn/modules/business-process-mapping) to increase efficiency and alignment by mapping processes.

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24
Q

How is a change set used during implementation of a new project?

A. It builds all of the metadata, changed and unchanged, that defines a specific app.
B. It builds all changed metadata, possibly unrelated, to the deployed at the same time.
C. It is a milestone when changes can no longer be made to the build.

A

B. It builds all changed metadata, possibly unrelated, to the deployed at the same time.

> A change set pushes out all the changes at the same time.

Got it wrong? Review Application Lifecycle and Development Models (https://trailhead.salesforce.com/content/learn/modules/application-lifecycle-and-development-models) to learn how to use application lifecycle and development models on the Lightning Platform.

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25
Q

When using the package development model, which metadata changes need to be tracked manually?

A. Changes made via the Setup UI
B. Changes to components that are unsupported by source tracking
C. All metadata changes for the release.

A

B. Changes to components that are unsupported by source tracking

> A user cannot consult instructions and work with a floating prompt engaged.

Got it wrong? Review Application Lifecycle and Development Models (https://trailhead.salesforce.com/content/learn/modules/application-lifecycle-and-development-models) to learn how to use application lifecycle and development models on the Lightning Platform.

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26
Q

When using the Agile framework for project management, how should Kanban teams respond to unplanned work and changes.

A. Assess the priority of the new request and start the work when it’s at the top of the backlog.
B. Give the customer/stakeholder daily updates.
C. Place the new request at the bottom of the backlog.

A

A. Assess the priority of the new request and start the work when it’s at the top of the backlog.

> Kanban best practice is to prioritize a new request and address it when it’s at the top of the backlog.

Got it wrong? Study Scrum and Kanban at Salesforce (https://trailhead.salesforce.com/content/learn/modules/scrum-and-kanban-at-salesforce) to discover workflows that Salesforce teams use for agile development.

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27
Q

When using the Agile framework, when is a retrospective executed?

A. After the project is completed
B. Daily
C. At the end of every Sprint

A

C. At the end of every Sprint

> Retrospectives are executed after each Sprint. The team uses that information to change and adapt for the next sprint.

Got it wrong? Study Scrum and Kanban at Salesforce (https://trailhead.salesforce.com/content/learn/modules/scrum-and-kanban-at-salesforce) to discover workflows that Salesforce teams use for agile development.

28
Q

What is whiteboarding?

A

Using a blank physical canvas (or online equivalent) to help track thoughts and ideas during a meeting.

Got it wrong? Learn tips and best practices for whiteboarding during a meeting by reviewing Virtual Whiteboarding: Quick Look (https://trailhead.salesforce.com/content/learn/modules/virtual-whiteboarding-quick-look).

29
Q

Changes can be tracked using what tool?

A

Setup Audit Trail

Got it wrong? Reference Monitor Setup Changes with Setup Audit Trail (https://help.salesforce.com/s/articleView?id=sf.admin_monitorsetup.htm&type=5).

30
Q

Visualize workflow, Limit work in progress, incremental and evolutionary change, and Metrics are traits of what?

A

Kanban

Got it wrong? Review Scrum and Kanban at Salesforce (https://trailhead.salesforce.com/content/learn/modules/scrum-and-kanban-at-salesforce) to discover workflows that Salesforce teams use for agile development.

31
Q

When a business analyst conducts a user story-writing workshop, which project ream members should be involved?

A. Product managers and developers
B. UX Designers and users
C. All of the project team

A

C. All of the project team

> The most productive user story-writing workshops include as much f the project team as possible.

Got it wrong? Explore the importance of user stories and how to write them by reading User Story Creation (https://trailhead.salesforce.com/content/learn/modules/user-story-creation).

32
Q

When a business analyst conducts a user story workshop, why is it detrimental to use an undefined user as the who in a user story?

A. User stories aren’t meant to be written for users outside of the company.
B. Intention of the user cannot be clearly defined.
C. Acceptance criteria for an undefined user requires extra work.

A

B. Intention of the user cannot be clearly defined.

> A defined user with clear intention is a requirement to writing a good user story.

Got it wrong? Explore the importance of user stories and how to write them by reading User Story Creation (https://trailhead.salesforce.com/content/learn/modules/user-story-creation).

33
Q

What are the three components that make up a user story?

A. Who, how, and why
B. Who, what, and where
C. Who, what, and why

A

C. Who, what, and why

> User stories describe the roles of users in a Salesforce system, their desired activities, and what they intend to achieve. As a , I want so that .

Got it wrong? Explore the importance of user stories and how to write them by reading User Story Creation (https://trailhead.salesforce.com/content/learn/modules/user-story-creation).

34
Q

How does version control ease the burden of collaboration among team members?

A. By enforcing strict rules and processes on team members
B. By providing a way to organize work from many team members
C. By limiting communication between team members.

A

B. By providing a way to organize work from many team members

> Version control gives flexibility by providing every collaborator with a copy of the entire repository at any time.

Got it wrong? Study Git and GitHub Basics (https://trailhead.salesforce.com/content/learn/modules/git-and-git-hub-basics) to learn about version control systems.

35
Q

What is a storage location for software packages?

A

A software repository.

Got is wrong? Study Git and GitHub Basics (https://trailhead.salesforce.com/content/learn/modules/git-and-git-hub-basics) to learn about version control systems.

36
Q

What is an explanation of a feature that helps translate technical requirements into easy-to-understand ideas?

A

User Story

Got it wrong? Explore the importance of user stories and how to write them by reading User Story Creation (https://trailhead.salesforce.com/content/learn/modules/user-story-creation).

37
Q

What is Acceptance Criteria?

A

A set of statements, each with a clear pass/fail result, added to a user story.

Got it wrong? Explore the importance of user stories and how to write them by reading User Story Creation (https://trailhead.salesforce.com/content/learn/modules/user-story-creation).

38
Q

What are the three most essential parts of a user story?

A

Who, what, and why

Got it wrong? Explore the importance of user stories and how to write them by reading User Story Creation (https://trailhead.salesforce.com/content/learn/modules/user-story-creation).

39
Q

What is the end goal of the user acceptance testing (UAT) phase?

A. To learn how to implement a Salesforce solution
B. To help business users to adopt new processes
C. To determine a Go/No-go decision for deployment

A

C. To determine a Go/No-go decision for deployment

> This phase occurs just before deployment. UAT signoff is required before deployment.

Got it wrong? Examine User Acceptance Testing (https://trailhead.salesforce.com/content/learn/modules/user-acceptance-testing-video) to learn why user acceptance testing is essential to a project’s success.

40
Q

When is user acceptance testing implemented in the project lifecycle?

A. Right before the elicitation of requirements
B. Immediately after user stories are written
C. The last step before production release

A

C. The last step before production release

> UAT is the final step before production. It is done to ensure the project successfully fulfills the requirements.

Got it wrong? Examine User Acceptance Testing (https://trailhead.salesforce.com/content/learn/modules/user-acceptance-testing-video) to learn why user acceptance testing is essential to a project’s success.

41
Q

In most cases, what is the business analyst’s (BA) role in user acceptance testing (UAT)?

A. The BA prepares the UAT details but a project manager leads UAT.
B. The BA prepares for and guides UAT through completion.
C. The BA is the sole participant in UAT.

A

B. The BA prepares for and guides UAT through completion.

> The BA usually prepares the UAT and executes it to completion.

Got it wrong? Examine User Acceptance Testing (https://trailhead.salesforce.com/content/learn/modules/user-acceptance-testing-video) to learn why user acceptance testing is essential to a project’s success.

42
Q

What is the objective of the User Acceptance phase?

A. To gather current state requirements from the business and stakeholders
B. To ensure the product or enhancement that is being delivered meets the quality and expectations of the business
C. To leverage the expertise of business power users

A

B. To ensure the product or enhancement that is being delivered meets the quality and expectations of the business

> This is when the business validates that the solution meets the requirements; it is the last phase before deployment.

Got it wrong? Examine User Acceptance Testing (https://trailhead.salesforce.com/content/learn/modules/user-acceptance-testing-video) to learn why user acceptance testing is essential to a project’s success.

43
Q

What type of testing evaluates how the system responds when large volumes of records or operations are being handled?

A

Performance Testing

Got it wrong? Review Advanced Salesforce Release Readiness Strategies (https://trailhead.salesforce.com/content/learn/modules/advanced-salesforce-release-readiness-strategies) to read how to leverage new Salesforce features across your organization.

44
Q

What is an In-App Prompt?

A

A notification that alerts Salesforce users about what’s new, in context of the tool, at the right time.

Got it wrong? Review Advanced Salesforce Release Readiness Strategies (https://trailhead.salesforce.com/content/learn/modules/advanced-salesforce-release-readiness-strategies) to read how to leverage new Salesforce features across your organization.

45
Q

What is unnecessary complexity in an org that increases the time to deploy new innovations in the future?

A

Technical Debt

Got it wrong? Review Advanced Salesforce Release Readiness Strategies (https://trailhead.salesforce.com/content/learn/modules/advanced-salesforce-release-readiness-strategies) to read how to leverage new Salesforce features across your organization.

46
Q

The Five Most Important Questions help us understand:
A. The core nature of an organization
B. The reasons customers change their minds
C. The state of the global economy
D. Why organizations should focus on short term profits.

A

A. The core nature of an organization

47
Q

Why is it important to define and know the purpose of a company?

A. It guides decisions, actions, and behaviors
B. It motivates the workforce
C. It helps align departments
D. All of the above

A

D. All of the above

48
Q

What is the best way to determine what customers value?

A. Read product brochures
B. Ask your customers
C. Ask your competitors
D. None of the above

A

B. Ask your customers

49
Q

What are Drucker’s Five Most Important Questions to ask about your business?

A
  1. What is our purpose?
  2. Who are our customers?
  3. What do our customers value?
  4. What are our results?
  5. What is our plan?
50
Q

What’s one project step a Salesforce business analyst engages in?

A. Creating profiles
B. Setting up users
C. Eliciting Requirements
D. Creating custom objects

A

C. Eliciting Requirements

51
Q

When is a business analyst brought into a project?

A. At the beginning
B. In the middle
C. At the end
D. During implementation

A

A. At the beginning

52
Q

What does a journey map do?

A. It guides the customer to the right solution via an easy-to-use interface.
B. It helps your stakeholders find buried treasure.
C. It illustrates the customer’s experience and their challenges when accomplishing tasks using your product or service.
D. It shows investors your new products and innovations scheduled to come out in the current fiscal year.

A

C. It illustrates the customer’s experience and their challenges when accomplishing tasks using your product or service.

53
Q

True or false: The journey map helps with cross-team alignment and increases empathy.

A

True

54
Q

Why is it important to find the right scope for the journey map?

A. It helps ensure you can track success with reasonable metrics.
B. It helps set the right boundaries to protect everyone’s time.
C. It helps you calculate the budget for your project.
D. A and B
E. A and C

A

D. A and B

55
Q

When deciding whose journey you should focus on, what should you consider?

A. Who’s involved in meeting the business objective.
B. Who influences the experience.
C. Who’s predicted to spend the most on the service or product.
D. A and B
E. A and C

A

D. A and B

56
Q

True or false: It’s best practice to draft a full journey map before getting feedback because it gives people something to react to.

A

False

57
Q

What kind of people should you include in your journey mapping workshop?

A. People who are unfamiliar with your customers
B. People who are pessimists and idealists
C. People who like coming up with new ideas
D. People who have a lot of things in common

A

C. People who like coming up with new ideas

58
Q

What do you do to synthesize ideas?

A. You cluster insights based on related themes and ideas.
B. You review the story as a whole.
C. You draft phrases based on these clusters.
D. A and B
E. A and C

A

E. A and C

59
Q

True or false: Opportunities can be a mix of vague and specific goals.

A

True

60
Q

True or false: Adding story and visual elements to your journey map helps make it more readable.

A

True

61
Q

How does a consequence scan help improve your journey map?

A. It helps you uncover unintended consequences and how to mitigate them.
B. It helps you ensure you’ll maximize revenue when the solution is implemented.
C. It helps you automate backend processes when the solution is built.
D. It helps you monetize add-on features.

A

A. It helps you uncover unintended consequences and how to mitigate them.

62
Q

Why should you find ways to empathize with your customer through design research?

A. To convince your team that people care about your unconventional ideas.
B. To truly understand your customer and judge if your solution will make a difference in their lives.
C. To collect evidence that supports budget requests.
D. Because their lives are super interesting and you can live vicariously through them.

A

B. To truly understand your customer and judge if your solution will make a difference in their lives.

63
Q

What are three common forms of empathic research methods to gain deep insight into your customers?

A. Embodying, shadowing, and interviewing
B. Fishing, online research reports, and analyzing their social media accounts
C. Workshops, data mining, and interviewing
D. Friending them on social media, online surveys, and trolling the dark web

A

A. Embodying, shadowing, and interviewing

64
Q

You should shadow someone to:

A. Study the person without having to get permission first.
B. Map their digital presence.
C. Develop empathy by helping them do their work.
D. Directly observe their behavior in person.

A

D. Directly observe their behavior in person.

65
Q

What approach to synthesizing your research may reveal deep insight from your research?

A. Review diverse quotes and try to rewrite them as one quote that represents everyone
B. Go to dinner with a friend and role play your subjects to see how your friend reacts
C. List all the things that surprised you and analyze why you were surprised by them
D. Seek out recurring themes, including pain points (discrepancies between people’s perceptions and their expressed reality)

A

D. Seek out recurring themes, including pain points (discrepancies between people’s perceptions and their expressed reality)

Got it wrong? Review Create Customer Archetypes (https://trailhead.salesforce.com/content/learn/modules/innovation_customer_discovery/innovation_discov_archetypes?trailmix_creator_id=strailhead&trailmix_slug=prepare-for-your-salesforce-business-analyst-credential).

66
Q

When capturing and clustering your notes always…

A. Capture and cluster alone first, then present to your colleagues for validation
B. Look for data that confirms or upsets your existing hypothesis
C. Enlist the help of your interviewees in the process
D. Sort and discard anything that isn’t immediately useful

A

Got it wrong? Review Create Customer Archetypes (https://trailhead.salesforce.com/content/learn/modules/innovation_customer_discovery/innovation_discov_archetypes?trailmix_creator_id=strailhead&trailmix_slug=prepare-for-your-salesforce-business-analyst-credential).

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