Northern Trail Outfitters (NTO) is working with an implementation partner to transform its customer support...

Vendor: Salesforce
Product: Certified-Business-Analyst
Update on: Jul 31, 2025
Questions: 312

Salesforce Certified-Business-Analyst Question Answer

Northern Trail Outfitters (NTO) is working with an implementation partner to transform its customer support team with Service Cloud. A new business analyst (BA) who is a replacement from the partner was introduced to NTO stakeholders during the discovery phase of the project. The new BA is still getting to know each of the stakeholders when they start the requirements workshop. The BA asks a stakeholder a discovery question and they seem irritated.

What should the BA do to build trust with the stakeholder as the project continues?

Set up a casual meeting to create a personal connection with the stakeholder.

Reset project expectations at the next meeting with the stakeholder.

Ask an executive sponsor to address the stakeholder's concerns.