Exam Certified-Business-Analyst Topic 2 Question 68 Discussion

Actual exam question for Salesforce's Certified-Business-Analyst exam
Question #: 68
Topic #: 2
Northern Trail Outfitters (NTO) has acquired a competitor. The agreement is to migrate the acquired company into NTG's Technological Platforms. One of its challenges is to offer a unified customer experience while strengthening the relationship with its customers. The business analyst (BA) has been asked to translate the business objectives and assemble an improved and standard customer experience.
Which strategy should the BA use to accomplish the goal?

Suggested Answer: B Vote an answer

Explanation
This answer describes the steps involved in creating a customer journey map, which is a tool to visualize and improve the customer experience. A customer journey map helps to identify pain points, gaps, and opportunities for improvement in the current state, and design a future state that aligns with the business objectives and customer needs.
References:https://trailhead.salesforce.com/en/content/learn/modules/customer-journey-basics/create-a-customer

by Goddard at Dec 22, 2023, 09:43 PM

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