The business analyst (BA) at Northern Trail Outfitters is getting ready to kick off a new
Service Cloud project with the retail division to turn on the Web-to-Case functionality. The
BA wants to better understand business processes so they can accurately scope the
project.
Which type of documentation should the BA utilize?
A. Current state analysis
B. Object models
C. Use cases
A. Current state analysis
Explanation:
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.