Salesforce Business Analyst Certification Practice Exam

During project discovery, which user story best captures the need for service managers to monitor open tickets?

1. As a user, I need to see case queues to monitor team work.

2. As a service team member, I need my manager to access my queue.

3. As a service manager, I need visibility into my team's queues.

4. As a customer care rep, I want to take ownership of new cases.

The correct answer is: As a service manager, I need visibility into my team's queues.

The selected user story effectively embodies the need for service managers to monitor open tickets, as it specifically identifies the role of the service manager and clearly articulates their requirement for visibility into their team's queues. This focus on the service manager's perspective highlights their supervisory responsibility and emphasizes the necessity of understanding the workload and status of ongoing cases managed by their team. In this context, having visibility into the team's queues allows the service manager to monitor case progress, identify bottlenecks, and ensure that open tickets are being addressed efficiently. Such oversight is essential for effective management and resource allocation, enabling the service manager to support their team and improve overall service delivery. Other options, while they mention different roles and needs, do not pinpoint the service manager's requirements specifically. For instance, options addressing a general user or team member's perspectives do not convey the essential aspect of managerial oversight that is needed to effectively monitor open tickets. The selected user story successfully aligns with the goals of project discovery by accurately capturing the requirements of service managers.