How I work a problem that is already being built.
I'm a Salesforce Business Analyst. I work in service operations, case management and Service Cloud. Most of what I do is confirming what is actually true before requirements get written.
What I actually look for
The thing that never made it into the requirements conversation. Usually a decision nobody owned. Sometimes a rule with an exception nobody wrote down, a process living in one person's head, or data that was dirtier than anyone realized.
Decision ownership is named before work starts
No unnamed decision stalls the build later.
The process is documented, not left to memory
The source of truth matches reality.
The cause gets agreed on before a fix is proposed
Fixes target the real problem, not the symptom.
Current state gets mapped before a fix is proposed
Scope reflects what actually happens today.
The system gets correctly diagnosed, not blamed by default
Salesforce is fixed only when it's actually broken.
Documentation actually resolves the issue, not just describes the steps
Knowledge is usable, not ornamental.
The real process runs through the system of record, not around it
Work happens where leadership expects it to.
Reporting drives the decision it was built for
Numbers lead to action, not more meetings.
Knowledge survives turnover and scale
The system keeps working when people move on.
Where I fit on a team
I work between the people who have the problem and the people who build the fix. That usually means I own discovery, requirements and acceptance criteria. I am not the architect and I am not the admin. I am the one who has to be able to explain why the thing is getting built this way.
What I hand over
The questions are only worth asking if something usable comes out of them.
Current state process maps, showing how the work actually runs
Root cause written down, with what it is based on
Requirements, user stories and acceptance criteria that follow from all of it
A decision log naming who owned each call
Documentation written for the people doing the work, not for the project archive