Exam Certified-Business-Analyst Topic 2 Question 138 Discussion

Actual exam question for Salesforce's Certified-Business-Analyst exam
Question #: 138
Topic #: 2
A sales manager at Cloud Kicks recently learned about Salesforce Macros and believes service agents could benefit from the feature. The sales manager created the following user story: "As a service agent I want Salesforce Macros to complete repetitive tasks faster." What should the business analyst change to improve the user story?

Suggested Answer: C Vote an answer

The user story should include a quantifiable reason why the feature is needed. This helps to define the value or benefit that the user expects from the feature, and provides a basis for prioritizing, testing, and accepting the user story. A quantifiable reason should be specific, measurable, achievable, realistic, and time-bound. For example, "As a service agent I want Salesforce Macros to complete repetitive tasks faster so that I can reduce my average case resolution time by 10%." The other options are either irrelevant or incorrect. Option A does not improve the user story, but rather makes it vaguer and ambiguous. Option B does not improve the user story, but rather changes the user role and perspective. References: https://trailhead.salesforce.com/en/content
/learn/modules/business-analysis-user-stories/write-user-stories

by Dale at Jul 13, 2026, 12:20 AM

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