CAPM Business Analysis Frameworks Practice Question
In a project to implement a new customer relationship management (CRM) system, the business analyst needs to understand the current workflows and identify areas for improvement. Which technique should be used?
⚠ Common exam trap
Watch out — candidates often confuse 'document analysis' (reviewing existing materials) with 'process modeling' (creating a visual representation of workflows), leading them to pick A when the question specifically asks for a technique to understand and improve workflows.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Process modeling
Process modeling is the correct technique because it visually maps out the current workflows, showing the sequence of activities, decision points, and handoffs in the CRM system. This allows the business analyst to identify inefficiencies, bottlenecks, and areas for improvement in the existing processes before designing the new system.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Document analysis
Why it's wrong here
Document analysis reviews existing documentation, not workflows.
- ✓
Process modeling
Why this is correct
Process modeling captures current workflows and identifies improvement opportunities.
- ✗
Benchmarking
Why it's wrong here
Benchmarking compares against best practices, not analyzing current workflows.
- ✗
Root cause analysis
Why it's wrong here
Root cause analysis is for problem-solving, not understanding workflows.
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Written by Johnson Ajibi, MSc IT Security
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This CAPM practice question is part of Courseiva's free PMI certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the CAPM exam.