What's a proven way to help executives understand how new processes or products can ena-
ble change?
a. thoroughly describe the system config details
b. keep the conversation strictly focused on what the previous system can do
c. describe how the system can enable business innovation and help customers - AN-
SWER c
when a BA 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 - ANSWER a
what is an effective way for a BA to learn about a customer's challenges
a. review the customer's tax statements from recent years
b. read recent industry reports in trade publications
c. survey brand fans on social media - ANSWER b
a tool that takes a snapshot of a Salesforce org and looks for potential problems in the im-
plementation - ANSWER salesforce optimizer
the ____ is a tool that takes a snapshot of a Salesforce org and looks for potential problems
in the implementation - ANSWER salesforce optimizer
fictionalized characters in which primarily demographic characteristics are representee - AN-
SWER personas
1
, integrated CRM platform that unites marketing, sales, commerce, service, and IT teams with
a single, shared customer view - ANSWER Salesforce Customer 360
a process for mapping out the connection between a customer's current challenges and
goals for the future with realistic steps - ANSWER storyboarding
Which of the following is a benefit of using UPN rather than a traditional flow chart?
a. UPN maps describe complex processes in an easily understood way, and can be read from
left to right
b. UPN maps use several different shapes and symbols to increase readability
c. UPN maps represent a process in one simple diagram that doesn't have multiple levels of
detail
d. UPN maps can be easily exported and shared as CSV files - ANSWER a
A ___ in each activity box designates the who. Resources are tagged with RACI (responsible,
accountable, consulted, and informed). Some teams choose to indicate who is "supporting"
the work using a RASCI model. - ANSWER resource
In a process map that uses UPN, each activity box is marked with a resource. What does an
activity box marked "R: Customer" mean?
A.A support agent should perform that action with the customer.
B.The customer is responsible for that action.
C.The customer should be informed of that action.
D.The customer is being referred to in that box. - ANSWER b
You're tasked with creating a business process map of a customer ordering a coffee from a
cafe. Which of the following would you identify as the input and outcome of that process?
2
ble change?
a. thoroughly describe the system config details
b. keep the conversation strictly focused on what the previous system can do
c. describe how the system can enable business innovation and help customers - AN-
SWER c
when a BA 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 - ANSWER a
what is an effective way for a BA to learn about a customer's challenges
a. review the customer's tax statements from recent years
b. read recent industry reports in trade publications
c. survey brand fans on social media - ANSWER b
a tool that takes a snapshot of a Salesforce org and looks for potential problems in the im-
plementation - ANSWER salesforce optimizer
the ____ is a tool that takes a snapshot of a Salesforce org and looks for potential problems
in the implementation - ANSWER salesforce optimizer
fictionalized characters in which primarily demographic characteristics are representee - AN-
SWER personas
1
, integrated CRM platform that unites marketing, sales, commerce, service, and IT teams with
a single, shared customer view - ANSWER Salesforce Customer 360
a process for mapping out the connection between a customer's current challenges and
goals for the future with realistic steps - ANSWER storyboarding
Which of the following is a benefit of using UPN rather than a traditional flow chart?
a. UPN maps describe complex processes in an easily understood way, and can be read from
left to right
b. UPN maps use several different shapes and symbols to increase readability
c. UPN maps represent a process in one simple diagram that doesn't have multiple levels of
detail
d. UPN maps can be easily exported and shared as CSV files - ANSWER a
A ___ in each activity box designates the who. Resources are tagged with RACI (responsible,
accountable, consulted, and informed). Some teams choose to indicate who is "supporting"
the work using a RASCI model. - ANSWER resource
In a process map that uses UPN, each activity box is marked with a resource. What does an
activity box marked "R: Customer" mean?
A.A support agent should perform that action with the customer.
B.The customer is responsible for that action.
C.The customer should be informed of that action.
D.The customer is being referred to in that box. - ANSWER b
You're tasked with creating a business process map of a customer ordering a coffee from a
cafe. Which of the following would you identify as the input and outcome of that process?
2
