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Reflective Learning


Mary, a claims processor, has walked through her process several times with you, but it is still unclear what happens when there are exceptions. What would be a good approach to gathering that information?

  1. Review existing documentation
  2. Perform the task
  3. Conduct a facilitated session
  4. Observe and ask questions

You Answered: A
Correct Answer: D

Existing documentation may not have details on how exceptions are handled. Observation is an excellent technique to capture details for exception/error handling or if the business analyst is unfamiliar with the business area.