# Choosing the right elicitation technique

*Business Analyst Study Guide · Collaboration with Stakeholders · Last updated October 15, 2026 · https://www.certifyforce.com/study-guide/business-analyst/collaboration-with-stakeholders/choosing-the-right-elicitation-technique*

Which elicitation technique fits which scenario signal (scale, a gap between what people say and do, a need for agreement, sensitive or single-source knowledge, group dynamics, idea generation, people who cannot describe what they want), how to prepare and run a workshop, and what the conduct and confirm stages involve.

- Certification: Salesforce Business Analyst
- Exam section: Collaboration with Stakeholders
- Study guide: https://www.certifyforce.com/study-guide/business-analyst

**Official exam objective:**

> Given a scenario, choose the most effective technique for eliciting business needs from stakeholders.

## What the exam expects

- Name the recognized elicitation techniques and reject non-techniques such as regression testing or release management.
- Read the scenario signal (scale, say-versus-do gap, need for agreement, single expert, power dynamics, idea generation, inability to articulate needs) and pick the technique, or combination, that fits.
- Prepare and run a requirements workshop: an agenda in advance, roles such as a note-taker, individual input before group discussion, a parking lot.
- Distinguish the conduct and confirm stages of elicitation and what belongs in each.

Key terms: **elicitation** (drawing forth information from stakeholders or other sources); **behavioral vs attitudinal methods** (what people do vs what they say); **contextual inquiry** (observing people in their own work environment); **focus group** (a moderated group discussion); **Hawthorne effect** (people behave differently when watched, more so across a power gap).

## Key facts

| Fact | Detail | Source |
|---|---|---|
| Listed techniques | Brainstorming, document analysis, focus groups, interface analysis, interviews, observation, process modeling, prototyping, requirements workshops, surveys | [Explore Techniques for Information Discovery](https://trailhead.salesforce.com/content/learn/modules/business-analyst_skills-strategies/explore-techniques--information-discovery) |
| Choosing | Determine project needs first, then one or more methods | [Explore Techniques for Information Discovery](https://trailhead.salesforce.com/content/learn/modules/business-analyst_skills-strategies/explore-techniques--information-discovery) |
| Surveys | Cast a wide net to collect many responses | [Define Your Research Plan](https://trailhead.salesforce.com/content/learn/modules/ux-research-basics/define_your_research_plan) |
| Behavioral vs attitudinal | What people do vs what people say | [Define Your Research Plan](https://trailhead.salesforce.com/content/learn/modules/ux-research-basics/define_your_research_plan) |
| Observation | Reveals how people work, pain points and workarounds that interviews miss | [Collect Your Data](https://trailhead.salesforce.com/content/learn/modules/ux-research-basics/collect_your_data) |
| Hawthorne effect | Stronger when there is a power difference | [Collect Your Data](https://trailhead.salesforce.com/content/learn/modules/ux-research-basics/collect_your_data) |
| Live workshops | Build consensus; easier sign-off than questionnaires or interviews | [See Business Process Mapping in Practice](https://trailhead.salesforce.com/content/learn/modules/business-process-mapping/see-business-process-mapping-in-practice) |
| Ideation ground rule | Suspend disbelief; don't shoot down bold ideas | [Ideate in Teams](https://trailhead.salesforce.com/content/learn/modules/innovation_ideation_prototyping/innovation_ideation_prototyping_ideate) |
| Confirm stage | Validate that requirements match the problem and stakeholders' intentions | [Explore Techniques for Information Discovery](https://trailhead.salesforce.com/content/learn/modules/business-analyst_skills-strategies/explore-techniques--information-discovery) |

## Check yourself

- Which technique fits when supervisors describe a process that error reports contradict?
- When is a requirements workshop better than more interviews?
- Why should brainstorming defer evaluation?
- What happens in the confirm stage of elicitation?

## Sources

- [Explore Techniques for Information Discovery](https://trailhead.salesforce.com/content/learn/modules/business-analyst_skills-strategies/explore-techniques--information-discovery)
- [Define Your Research Plan](https://trailhead.salesforce.com/content/learn/modules/ux-research-basics/define_your_research_plan)
- [Collect Your Data](https://trailhead.salesforce.com/content/learn/modules/ux-research-basics/collect_your_data)
- [See Business Process Mapping in Practice](https://trailhead.salesforce.com/content/learn/modules/business-process-mapping/see-business-process-mapping-in-practice)
- [Ideate in Teams](https://trailhead.salesforce.com/content/learn/modules/innovation_ideation_prototyping/innovation_ideation_prototyping_ideate)
- [Create a Prototyping Plan](https://trailhead.salesforce.com/content/learn/modules/design-strategy-prototyping/create-prototyping-plan)
- [Run a Journey Mapping Workshop](https://trailhead.salesforce.com/content/learn/modules/journey-mapping/run-a-journey-mapping-workshop)
- [Schedule for Success](https://trailhead.salesforce.com/content/learn/modules/business-analyst-best-practices/schedule-for-success)
- [Get Started with Process Mapping](https://trailhead.salesforce.com/content/learn/modules/process-mapping-for-business-analysts/get-started-with-process-mapping)
- [Connect with Your Customers](https://trailhead.salesforce.com/content/learn/modules/customer-centric-discovery-strategies/connect-with-your-customers-centric)
- [Learn About the Salesforce Business Analyst Role](https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-quick-look/learn-about-the-salesforce-business-analyst-role)

## About the full unit

The "Core concepts", "Exam traps" and "Worked scenario" sections of this unit, its 20 linked practice questions, and unlimited timed mock exams are included with the Business Analyst pack (USD $19): https://www.certifyforce.com/practice-exams