Certified-Business-Analyst Exam Dumps : Salesforce Certified Business Analyst Exam (BA-201)

This answer identifies a journey map as the document that the BA should create to visually illustrate the customer case lifecycle for UC. A journey map is a tool that shows how customers interact with a business across different touchpoints, channels, and stages. A journey map helps to understand and improve the customer experience, identify pain points and opportunities, and align business goals with customer needs. References:

When a business analyst finds it difficult to get a response from a subject matter expert (SME), they should escalate the concern to the SMEs’ manager. This is because the SMEs’ manager can help to prioritize the project, provide feedback, and ensure accountability. The business analyst should also document the communication attempts and issues, and keep the project sponsor and other stakeholders informed of the status and risks. References:

The Lightning Usage App provides insights into user behavior and performance issues:

Identifying Bottlenecks: It highlights slow-loading pages and underused custom components, helping identify the root cause of user frustration.

Improving Adoption: Insights from the Lightning Usage App inform optimization efforts, ensuring key functionalities are accessible and user-friendly.

Salesforce Guidance: Salesforce recommends using this tool for performance and adoption monitoring, offering actionable data for system improvements.

By addressing these issues through data-driven analysis, the BA can propose meaningful optimizations to improve adoption and usability.