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Consulting with customer service representatives during the discovery phase is valuable for validating current processes. Customer service reps have firsthand experience with how products or services are used, as well as the challenges customers face interacting with the business. They can provide critical insights into existing workflows, identify pain points, and highlight areas for improvement that might not be visible from a higher-level perspective.

Their input helps ensure that the processes are accurately reflected in the requirements being gathered, leading to more effective solutions that truly address customer needs. This validation can also uncover discrepancies between what is intended in the processes and what is actually occurring, allowing the business analyst to provide more comprehensive and actionable recommendations. Engaging with these frontline employees fosters a deeper understanding of customer behaviors and expectations, which is essential for informed decision-making in the project lifecycle.