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Salesforce Business Analyst Certified-Business-Analyst Question # 66 Topic 7 Discussion

Certified-Business-Analyst Exam Topic 7 Question 66 Discussion:
Question #: 66
Topic #: 7

The Sen/ice Center at Universal Containers (UC) uses Service Cloud and Experience Cloud to manage its customer case lifecycle. UC wants to limit the number of interactions a customer has during the lifecycle. The project leader has asked the business analyst (BA) to visually illustrate the lifecycle.

Which document should the BA create?
A.

Journey Map

B.

Heat Map

C.

Process Map

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Actual exam question for Salesforce Certified-Business-Analyst exam by Nova5761 at Apr 30, 2026, 3:10:35 PM

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