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Salesforce Certified Business Analyst · Salesforce
Select one answer.
Written by other learners. Comments can disagree with the marked answer — check the official documentation when in doubt.
B as listed by Dethar and Alokv
Answer is B. A journey map identifies several things. Steps or activities a customer or user takes to accomplish a goal Challenges they face in accomplishing their goal People they interact with in a single organization or in an ecosystem of organizations Touchpoints and channels—like devices and apps—they encounter as they accomplish a goal Feelings, thoughts, and reactions they have throughout their journey.
It's certainly Journey Mapping: https://trailhead.salesforce.com/content/learn/modules/journey-mapping/add-journey-mapping-to-your-solution-toolbox 4 out of 5 bullet points are listed there