Salesforce Business Analyst Certification Practice Exam

In a user story, what does the phrase “provide high-touch customer experiences” represent?

1. The what of the user story.

2. The who of the user story.

3. The why of the user story.

4. The technical details of the user story.

The correct answer is: The why of the user story.

The phrase “provide high-touch customer experiences” represents the underlying motivation or rationale behind the user story, which aligns with the "why" aspect. This phrase indicates a clear intent to enhance customer interactions, suggesting that the implementation of the user story aims to create a more engaged and personalized experience for users. In user stories, communicating the "why" helps stakeholders understand the importance of the feature or functionality being developed. It emphasizes the value that the proposed changes will bring to end-users and aligns the development efforts with customer needs and business goals. The other elements of the user story—like the "what," which describes the specific feature being built, and the "who," which identifies the target users—do not capture the driving motivation behind the need for high-touch experiences. Similarly, focusing on technical details would distract from the core intent that the phrase conveys. Therefore, identifying this phrase as the "why" is crucial for ensuring that the development team understands the significance of their work in relation to enhancing customer satisfaction.