As part of the digital transformation at Cloud Kicks, company leaders have decided to
adopt Service Cloud as its CRM platform for customer service and support. Executive
directors are supportive of the initiative, but end users are unconvinced and prefer to
remain on the current platform.
What should the business analyst do to gain the end users' cooperation?
A. Respond to end users with empathy and accommodate their needs; translate the end
users' needs into technical requirements; and deliver the project to the developers to
implement the solution.
B. Use an assertive influencing style; demonstrate authority and expertise; outline the
project objectives; and make sure end users know that the decision has been made and
the time to make changes has passed.
C. Identify key stakeholders and develop relationships with them as a trusted advisor;
involve stakeholders and end users in the design of the new solution; and act as a liasion
between business and technical teams.
C. Identify key stakeholders and develop relationships with them as a trusted advisor;
involve stakeholders and end users in the design of the new solution; and act as a liasion
between business and technical teams.
Explanation:
The best way for a business analyst to gain the end users’ cooperation is to
identify key stakeholders and develop relationships with them as a trusted advisor; involve
stakeholders and end users in the design of the new solution; and act as a liasion between
business and technical teams. This will help them understand their needs and
expectations, demonstrate value and benefits, and facilitate communication and feedback.
Responding to end users with empathy and accommodate their needs; translating the end
users’ needs into technical requirements; and delivering the project to the developers to
implement the solution may be too reactive or passive without addressing the root causes
of resistance or ensuring alignment. Using an assertive influencing style; demonstrating authority and expertise; outlining the project objectives; and making sure end users know
that the decision has been made and the time to make changes has passed may be too
aggressive or authoritative without building trust or rapport.