What should the BA do first to ensure the ongoing success of the project?

Northern Trail Outfitters (NTO) has noticed that many customers are posting to social media about issues they are having with a new product. The services team is looking for easy ways to engage with these customers and resolve their complaints. During the first discovery meeting of the project, the business analyst (BA) hears that the VP of services and support wants to implement Omni-Channel for NTO’s Service Cloud.

What should the BA do first to ensure the ongoing success of the project?
A . Configure a proof-of-concept demo within a sandbox environment to show the pros and cons of the requested solution.
B . Produce a gap analysis document that will show the ways the requested solution can solve the limitations of NTO’s current system.
C . Encourage the project stakeholders to think of various ways to solve cases different before deciding on a specific solution.

View Answer

Answer: C

Explanation:

The business analyst should encourage the project stakeholders to think of various ways to solve cases differently before deciding on a specific solution. This is because the business analyst should focus on understanding the problem or need that the project is trying to address, rather than jumping to a predefined solution. By exploring different options and alternatives, the business analyst can help the project stakeholders find the best fit solution that meets their requirements and expectations, as well as aligns with the project scope, budget, and timeline.

Reference: https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/customer-discovery