The project team at Cloud Kicks is under a tight deadline to implement a new Service
Cloud feature. The business analyst, BA) has received feedback from the customer that the
existing functionality is difficult to use. The BA wants to better understand the customers
pair points before writing requirements
Which document should the BA use?
A. Journey map
B. Process map
C. Capability map
A. Journey map
Explanation:
This answer states that using a journey map is what the BA should use to
better understand the customers pain points before writing requirements for Cloud Kicks
who will launch a new customer experience portal. A journey map is a diagram that shows
how a customer interacts with an organization across different touchpoints or channels
over time. A journey map can help the BA to better understand the customers pain points
by identifying where, when, why, and how the customer experiences frustration,
dissatisfaction, or difficulty with the current service or solution. A journey map can also help
the BA to empathize with the customer and to design a better customer experience that
meets their needs and expectations.