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Universal Containers has kicked off a project focused on transforming its customer service department using Service Cloud.
During onboarding, the project manager shared the following process maps with the business analyst (BA):
Case Creation
• Case Triage
• Case Assignment
• Case Management
• Case Closure
Which key attributes should the BA look for when reviewing the process maps?
- A . Audiences, scope, inputs, outputs, and resources
B. Cost, timeline, risks, requirements, and opportunities
C. Case sources, types, volumes, priorities, and reasons
Suggested Answer: C
Posted : 21/12/2022 5:20 pm