Q: 2
Cloud Kicks is implementing cases to handle its growing volume of customer inquiries. The Business
analyst (BA) on the implementation has 2 years of experience with Service Cloud. This is one of the
user stories the BA wrote for the implementation:
A customer service representative wants to use Salesforce Macros to update notes and change the
case stats to close to reduce the time spent on each case.
Which mistake did the BA make when writing this user story?
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