The type of inefficiency that is happening during this step in the process is manual effort. Manual

effort is a type of inefficiency that occurs when a task or activity requires human intervention or

input that could be automated or eliminated. Manual effort can lead to errors, delays,

inconsistencies, or redundancies in the process. In this case, the representatives are inputting

contract information from PDF documents into Salesforce manually, which introduces errors and

inaccurate data into Salesforce. Reference:

https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-processmapping/identify-inefficiencies-in-a-process

The type of diagram that business analyst should use to identify waste within and between processes

when assessing existing processes for Northern Trail Outfitters’ Service Cloud implementation is

value stream map. A value stream map is diagram that shows flow of materials information value-

added non-value-added activities cycle times wait times involved in process value stream map can

help identify waste inefficiencies opportunities improvement within between processes by

highlighting where time resources being wasted where value being added where bottlenecks

occurring etc.

A Suppliers Inputs Process Outputs Customers (SIPOC) Map is not type diagram that business analyst

should use identify waste within between processes when assessing existing processes for Northern

Trail Outfitters’ Service Cloud implementation SIPOC Map high-level process map shows key

elements process such suppliers inputs outputs customers SIPOC Map can help define scope

boundaries project identifying what triggers process what are inputs outputs process who are

involved affected by process what are expectations requirements process SIPOC Map does not help

identify waste within between processes detail.

A detailed process map is not type diagram that business analyst should use identify waste within

between processes when assessing existing processes for Northern Trail Outfitters’ Service Cloud

implementation detailed process map diagram shows steps activities decisions involved in process

detailed process map can help document existing processes clear concise way can easily understand

anyone involved project but does not help identify waste within between processes detail.

Reference: https://trailhead.salesforce.com/en/content/learn/modules/business-analyst_skillsstrategies/explore-techniques–information-discovery

The business analyst should seek sign-offs from the business for the functional requirements,

individual test case functionality, and final go live date. The functional requirements are the

statements that describe what the solution must do or provide to meet user needs or business

objectives. The individual test case functionality is the verification that each test case meets the

acceptance criteria for the corresponding user story or requirement. The final go live date is the date

when the solution will be released to production and available for users or customers. These sign-offs

help to ensure that the solution is complete, satisfactory, and ready for launch.

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The types of analyses that a business analyst typically performs during the discovery phase of a

Salesforce project are enterprise analysis, strategy analysis, and stakeholder analysis. Enterprise

analysis is a technique that examines and evaluates the internal and external factors that affect a

business or organization. It can help the business analyst understand the strengths, weaknesses,

opportunities, and threats (SWOT) of a business or organization. Strategy analysis is a technique that

defines and clarifies the goals, objectives, scope, and success criteria of a project or initiative. It can

help the business analyst align the project or initiative with the vision and mission of a business or

organization. Stakeholder analysis is a technique that identifies and evaluates the people who have

an interest in or influence on a project or initiative. It can help the business analyst understand who

are the key stakeholders, what are their roles and responsibilities, what are their needs and

expectations, how they communicate and collaborate, etc. Financial analysis is a technique that

assesses the costs and benefits of a project or initiative. It can help the business analyst justify or

prioritize the project or initiative based on its return on investment (ROI) or net present value (NPV).

Technical analysis is a technique that examines and evaluates the technical aspects of a project or

initiative. It can help the business analyst understand the feasibility or complexity of a project or

initiative based on its architecture or design. Operational analysis is a technique that analyzes and

optimizes the processes and workflows of a business or organization. It can help the business analyst

improve the efficiency or effectiveness of a business or organization based on its performance

metrics or best practices.

The tool that the business analyst should use to help uncover any technical constraints or potential

problems in a Salesforce implementation is Salesforce Optimizer. Salesforce Optimizer is a feature

that analyzes a Salesforce org and provides recommendations for improving its performance,

security, usability, and maintenance. It can help the business analyst identify any issues or risks in a

Salesforce implementation such as unused features or components, complex configurations or

customizations, low adoption rates or user satisfaction scores, etc. Setup Audit Trail is a tool that

monitors and logs changes made by administrators in Setup. It can help the business analyst track

who made what changes and when, but not uncover any technical constraints or potential problems

in a Salesforce implementation. Reports and Dashboards are tools that display data or metrics in

visual formats such as charts or tables.

The type of documentation that the business analyst should utilize to better understand business

processes so they can accurately scope the project is current state analysis. Current state analysis is a

technique that involves assessing and documenting how a business process or workflow is currently

performed in an organization. Current state analysis helps to establish a baseline for measuring the

current state of performance, identify pain points and opportunities for improvement, and align with

the desired business outcomes. Current state analysis can be done using tools such as interviews,

observations, surveys, or process maps. Reference:

https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certificationprep/business-process-mapping

The business analyst should do in the first discovery meeting with stakeholders is to collaborate with

stakeholders to examine and define CK’s purpose, customers, metrics, and overall business to inform

project direction and vision. Discovery is a phase of a Salesforce project that aims to understand the

current state of a business, identify its problems or needs, and define its goals or desired outcomes.

In the first discovery meeting, the business analyst should work with stakeholders to establish a

common understanding of CK’s business context, such as its mission, vision, values, customers,

competitors, performance indicators, etc. This can help the business analyst align stakeholders on a

shared vision and strategy for the Salesforce implementation.Discussing and documenting specific

pain points in existing processes may be part of discovery, but not in the first meeting. The business

analyst should first understand the big picture of CK’s business before diving into the details of its

processes.Previewing potential Salesforce solutions and collecting feedback from stakeholders may

be part of discovery, but not in the first meeting. The business analyst should first understand the

problems or needs of CK’s business before proposing any solutions. Reference:

https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certificationprep/customer-discovery https://trailhead.salesforce.com/content/learn/modules/salesforce-

business-analyst-certification-prep/collaboration-with-stakeholders

The best practice to establish benchmarks to evaluate existing processes is to show tangible impact

from changes to processes. Benchmarks are quantifiable measures that can be used to compare

current performance with desired performance or best practices. They can help CK evaluate how

effective its sales processes are, identify gaps or opportunities for improvement, and measure the

results or benefits of process changes. Proving processes are out of date and require a new solution

is not a best practice, but a potential outcome of benchmarking. Comparing processes against CK’s

closest competitors is not a best practice, but a possible source of benchmarking data. Reference:

https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certificationprep/business-process-mapping https://trailhead.salesforce.com/content/learn/modules/salesforce-

business-analyst-certification-prep/user-acceptance

The user story that the business analyst should write to describe the functional requirement is:

As a sales clerk, I want to see item availability and locations to help customers find items.

This user story follows the standard format of “As a , I want so that ”. The role

is “sales clerk”, the goal is “to see item availability and locations”, and the reason is “to help

customers find items”. This user story is concise, focused, and valuable to the user and the customer.

It does not specify how the goal will be achieved or implemented, which will be defined later in the

acceptance criteria or design phase. Reference:

https://trailhead.salesforce.com/content/learn/modules/user-story-creation/write-user-stories