Ba
52. Cloud Kicks wants to assess the efficiency of its Sales Cloud solution to eliminate unnecessary steps and cut costs. A business analyst (BA) will give a presentation to executives to help them understand the current state and define the future state. Which document should the BA use for the presentation? A. A business process model B. A persona journey map C. A collection of use cases
A. A business process model
91. Universal Containers wants to integrate its Salesforce org with the largest online professional network so its sales reps can view information directly on Salesforce records. The business analyst will write acceptance criteria for this scenario. What is an example of good acceptance criteria? A. A sales rep can view current information directly in the Lead and Contact records. B. A sales rep needs to have the CRM widget installed in the Lead and Contact Record Page Layout. C. Install a CRM widget to allow sales reps to view information in the Lead and Contact records.
A. A sales rep can view current information directly in the Lead and Contact records.
60. New interns at Universal Containers have been tasked with following a new process to import leads from a spreadsheet into Salesforce. A business analyst is mapping the process to document the overall lead creation process. What should the process map look like? A. A very detailed process map that is unambiguous and version controlled B. A somewhat detailed process map that is easy to remember and self-explanatory C. A simple process map that is high-level and covers key aspects
A. A very detailed process map that is unambiguous and version controlled
53. Which step should a business analyst take to establish credibility and covert empathy with stakeholders during discovery sessions for a new Experience site? A. Describe work with other companies that has solved similar problem. B. Ensure the workshop schedule consider tome zone and language differences. C. Reiterate the project objectives and the KPIs that will be tracked.
A. Describe work with other companies that has solved similar problem.
70. Universal Containers (UC) wants to overhaul its Service Cloud implementation and has hired a consulting company to help drive requirements. In an effort to gain more information about the project, the business analyst (BA) has begun to review UC's structure to understand the functions of each department, how departments interact, and who reports to whom within UC. Which technique is the BA using? A. Enterprise Analysis B. Stakeholder Analysis C. Strategy Analysis
A. Enterprise Analysis
9. A business analyst at Universal Containers has begun user acceptance testing for a new Experience Cloud implementation with the project team . A major gap for one of the personas was identified in the documented scenarios . What went wrong ? A. Failure to include all stakeholders in the requirements gathering process B. Failure to perform thorough unit testing during the development process C. Failure to validate the application against the functional requirements
A. Failure to include all stakeholders in the requirements gathering process
83. Universal Containers is working to improve Salesforce adoption. Customer reps are utilizing many Salesforce features in the org, but sales reps are still relying on their personal spreadsheets. What should the business analyst do to better understand the sales reps process in order increase Salesforce adoption? A. Host Focus group, conduct surveys, and shadow the sales reps to observe the tools they use and how the use them. B. Run reports based on usage to see where the sales reps are spending the majority of their time in Salesforce. C. Arrange for the sales reps to collaborate with customer service reps to learn service reps interact with Salesforce.
A. Host Focus group, conduct surveys, and shadow the sales reps to observe the tools they use and how the use them.
82. A business analyst (BA) at Northern Trail Outfitters has been asked to prepare documentation including acceptance criteria and definition of done for a Heroku project. Which way should the BA approach creation of this documentation? A. Include the personal perspective for acceptance criteria and the overall perspective for definition of done. B. Create one consolidated set of documentation as the two terms are synonymous and used interchangeably. C. Include the overall perspective for acceptance criteria and the persona's perspective for definition of done
A. Include the personal perspective for acceptance criteria and the overall perspective for definition of done.
67. Universal Containers (UC) needs a Quip template to create Account plans. UC's business analyst has been tasked with documenting requirements for this initiative. During one of the business requirements gathering sessions, a sales manager notes that it's important the new template is user-friendly and only accessible to the account team. Which option captures this requirement? A. Make the template user-friendly and accessible only by members of the account team. B. The sales manager can make the template user-friendly. C. Accessible by members of the account team.
A. Make the template user-friendly and accessible only by members of the account team.
77. Universal Container wants to build a Salesforce application to manage its recruitment lifecycle. The project lead wants to identify the key recruitment steps and stakeholders in a visual format. What should the business analyst do to meet the requirement? A. Map the business process. B. Review department procedures and consult the org chart. C. Create an entity relationship diagram.
A. Map the business process.
69. Universal Containers wants the ability to fill out a survey based on customer feedback. The team is unable to visualize a possible solution in order to confirm the requirements. Which elicitation technique should the business analyst use to help the team meet its goal? A. Prototyping B. Brainstorming C. Observation
A. Prototyping
7. A business analyst ( BA ) at Universal Containers has been assigned to a Salesforce project that will have an impact on more than 5,000 office locations across the globe . The BA needs to identify the people who can describe the business problem and provide detailed requirements . Which document should the BA use ? A. RACI chart B. User stories C. Stakeholder analysis
A. RACI chart
26. Cloud Kicks has an existing implementation of Salesforce. A business analyst (BA) wants to understand details about the Salesforce environment: • Custom apps • Active Salesforce Sites • Active flows • Custom tabs • Visualforce pages. Which path should the BA take to find this information? A. Review configuration settings. B. Conduct stakeholder interviews. C. Read business process documentation
A. Review configuration settings.
99. While working on a new Sales Cloud feature request for the sales team at Northern Trail Outfitters, the business analyst (BA) uncovers a workflow which could have an impact on the service team. The sales director assures the BA that the impact to service would be minimal. Which step should the BA take next? A. Review the effort and impacts with the service team, and work to align requirements across the teams. B. Continue with the effort as defined by sales and add a backlog item to review the service impacts in the future. C. Prioritize the effort as defined by sales and ask the director to review any service impacts. .
A. Review the effort and impacts with the service team, and work to align requirements across the teams.
35. Universal Containers is focused on an initiative to streamline its channel management processes. Due to the level of complexity, the business analyst (BA) will gather and document the key points in preparation to build a more detailed process map. Which diagram should the BA use in this case? A. SIPOC (Suppliers, Inputs, Process, Outputs, Customers) B. Capability Model C. Value Stream Map
A. SIPOC (Suppliers, Inputs, Process, Outputs, Customers)
41. Northern Trail Outfitters (NTO) is working with an implementation partner to transform its customer support team with Service Cloud. A new business analyst (BA) who is a replacement from the partner was introduced to NTO stakeholders during the discovery phase of the project. The new BA is still getting to know each of the stakeholders when they start the requirements workshop. The BA asks a stakeholder a discovery question and they seem irritated. What should the BA do to build trust with the stakeholder as the project continues? A. Understand the current business process. B. Configure stages in Salesforce. C. Create new reports and dashboards
A. Set up a casual meeting to create a personal connection with the stakeholder.
20. A business analyst is working with a new customer on a Sales Cloud implementation. The executive sponsor for the project is new to the company and their role as VP. The sponsor has inherited functional requirements from the previous VP that were gathered 9 months ago. The project start date has yet to be defined. The sponsor wants to use the inherited requirements in lieu of a traditional discovery process. What is the largest risk with this approach? A. The previous VP's requirements fail to meet current formatting standards. B. The previous VP's requirements may differ from those of the new executive. C. The previous VP's requirements are outside of the Salesforce framework.
A. The previous VP's requirements fail to meet current formatting standards.
40. The sales team is learning a new sales methodology. Management wants to align Salesforce opportunities with the methodology. What is the first step a business analyst should take to begin overhauling the Opportunity object? A. Understand the current business process. B. Configure stages in Salesforce. C. Create new reports and dashboards
A. Understand the current business process.
13. Northern Trail Outfitters ( NTO ) plans to significantly grow its workforce and wants to increase the overall security of its Sales Cloud instance . NTO has previously implemented a complex security solutionwith organization wide defaults , criteria - based sharing rules , and dozens of user profiles . NTO has asked a business analyst ( OA ) for recommendations on how to proceed . Which aspect of a potential solution is most important for a BA to consider ? A. User adoption B. Scalability C. System downtim
A. User adoption
88. The business analyst (BA) at Cloud Kicks has been asked to map the current sales process in Sales Cloud to document legal compliance with local privacy regulations, which can differ based on the state or country of a data transaction. Which activity would be most effective in helping the BA understand the sales process? A. Using live workshops to map out the sales process B. Asking stakeholders to complete a questionnaire C. Conducting individual interviews with stakeholders
A. Using live workshops to map out the sales process
81. Universal Container (CU) has brought in a business analyst to help implement an expensive AppExchange product in its Salesforce org to optimize the sales pipeline. The BA is free to speak to anyone at UC to gather the information they need to ensure success. The BA decides to speak to the stakeholders who are most impacted. Which key stakeholder should the BA speak to first? A. VP of sales B. Sales Users C. IT leaders
A. VP of sales
34. The business analyst at Universal Containers is writing users stories to support the Salesforce implementation for the sales operations division. There is a request for visibility into sales rep' pipeline so that can see their revenue. Which missing component is necessary to finish this user story? A. Who B. Why C. When
A. Who
90. The business analyst at Cloud Kicks is beginning to write user stories for its Salesforce implementation. Which three components should-be included when writing a user story? A. Who, what, why B. When, where, why C. Who, when, why
A. Who, what, why
38. Northern Trail Outfitters wants to reduce the amount of time it takes for customers to receive their orders after making an online purchase. Which initial steps should the business analyst take to help determine why the order management and fulfillment process is slow? A. Work with stakeholders to identify relevant processes, select a key process with defined start and end points, and collaborate with process owners and users to create a current state process map. B. Conduct interviews with stakeholders in the order management and fulfillment departments to identify individual pain points and brainstorm process improvement solutions. C. Create a process map that includes detailed steps related to order management and fulfillment, analyze the process map for inefficiencies, and present findings to leadership.
A. Work with stakeholders to identify relevant processes, select a key process with defined start and end points, and collaborate with process owners and users to create a current state process map.
51. A business analyst has been tasked with leading prototype efforts for a Salesforce project. What is a prototype? A. A model of a final proposed product B. A first pass, simple sketch of an idea C. A polished, proven solution
B. A first pass, simple sketch of an idea
36. The business analyst (BA) at Cloud Kicks (CK) has been tasked with optimizing CK's lead process. In the weekly sales meeting, the BA outlines the project and asks for input. A new entry-level employee reaches out multiple times with ideas and suggestions for improvements. What should the BA do when responding to the new employee's input? A. Schedule a one-on-one meeting with the new employee to get an alternative perspective from a beginner's mind. B. Acknowledge the new employee's ideas while making extra effort to reach out to stakeholders who have more industry experience and knowledge. C. Send a detailed survey to the entire sales team, including the new employee, to understand their needs, expectations, and priorities.
B. Acknowledge the new employee's ideas while making extra effort to reach out to stakeholders who have more industry experience and knowledge.
79. A business analyst (BA) is working with stakeholders at Universal Containers to walk through a potential solution for the lead routing and qualification process. The solution will include automated and manual features. Which artifact should help the BA illustrate the vision of a solution to stakeholders? A. Detailed user stories with technical documentation about the existing process B. Annotated process flows with modifications to an existing process C. Collected pain points from people who follow the existing process
B. Annotated process flows with modifications to an existing process
48. In which of the following app markets CANT the Salesforce App be found? A. Google Play B. AppExchange C. App Store
B. AppExchange
86. The Cloud Kicks admin is getting ready to release a record-triggered flow that auto-generates Renewal Opportunity Order Line Items once an Opportunity is Closed/Won for a sales team user story. During user acceptance testing, what should the business analyst do to ensure the solution fulfills the needs of the sales team? A. Draft a list of test cases and scripts and choose "Run flow as another user'' to debug the flow as a sales team user to identify and fix bugs. B. Choose subject matter experts as testers and prepare a sandbox with quality test data, test cases, and scripts that match real-world scenarios. C. Collaborate with the admin and a power user to test the flow for scalability, robustness, and maintainability in a sandbox.
B. Choose subject matter experts as testers and prepare a sandbox with quality test data, test cases, and scripts that match real-world scenarios.
92. The sales team at Cloud Kicks is rolling out a new sales methodology. To incorporate the requested changes, the business analyst working with the technical team identifies several integrations that touch the Opportunity object and could be impacted by the changes. The project manager wants the solution to include unit testing, code reviews, and functional testing. What does the project team need to agree upon to ensure the work is ready to be deployed? A. Entity relationship diagram B. Definition of done C. User acceptance criteria
B. Definition of done
32. The business analyst (BA) at Northern Trail Outfitters recently configured a feature on Opportunities for the sales team. The BA plans to gather feedback from a small group of end users before rolling out the feature to the entire company. What should the BA do to present this information? A. Share user stories about the feature. B. Demo the new feature. C. Create a feature manual.
B. Demo the new feature.
16. Which method should a business analyst use to show current state business flows in Salesforce ? A. Universal Process Notation B. Entity Relationship Diagramming C. Storyboarding
B. Entity Relationship Diagramming
46. Cloud Kicks (CK) has expressed concerns about the distribution process for a new line of shoes, because the company consistently misses its targeted delivery dates. CK asks the business analyst (BA) to uncover the issue and propose a business solution. What should the BA do next? A. Review future state distribution processes for CK. B. Explore how retailers similar to CK handle distribution. C. Shadow an operations team member at the CK distribution facility.
B. Explore how retailers similar to CK handle distribution.
27. Passwords CAN be reset using the Salesforce mobile app. A. TRUE B. FALSE
B. FALSE
43. The business analyst (0A) at Universal Containers has met with stakeholders and is using the waterfall methodology to capture requirements for Sales Cloud enhancements for a future product release. What is the next step for the BA to take before build can begin? A. Define the minimal viable product. B. Get approval and signoff on the requirements. C. Schedule sprint planning meetings.
B. Get approval and signoff on the requirements
65. Universal Containers (UC) has decided to implement Salesforce and has assigned a business analyst (BA) to write user stories for the project. The BA plans to meet customer to their experience in their own words. Which type of research should the BA use to elicit user stories from UC's customers? A. Shadowing B. Interviewing C. Behavioral
B. Interviewing
19. Universal Containers is developing a new recruitment app using Service Cloud . The project team has started writing user stories including : " As a human resources ( HR ) manager , I need to document the progress of a candidate's submission so I can manage the candidate's application throughout the recruiting process . " What is one definition of done for this user story ? A. The Candidate Status field can be updated. B. The acceptance criteria has been approved. C. The Candidate object has Edit access.
B. The acceptance criteria has been approved .
54. Universal Containers recently kicked off a project to build an Experience Cloud solution for partners. Partners need to upload their monthly sales reports to this account portal. Which option should the business analyst use as the functional requirement specification? A. Partners need to submit monthly sales reports. B. The portal should allow for partners to upload monthly sales reports. C. The portal should allow for partners to access monthly sales reports.
B. The portal should allow for partners to upload monthly sales reports.
76. Cloud Kicks is planning to create a new Service Cloud console app for its services team to resolve issues with delayed shipments to customers. The business analyst (BA) wrote the user stories based on a written list of requirements provided by the manager of the services team. Upon stakeholder review with the entire services team, many of the user stories were rejected and the BA had to revise them. When the BA wrote the initial user stories, what was the likely cause of the issue? A. The user stories focused on well-defined personas. B. The project team failed to discuss the user stories as a group. C. The acceptance criteria of the user stories were too specific.
B. The project team failed to discuss the user stories as a group.
10. Universal Containers is implementing a Salesforce solution that's designed to transform its customer service division. During sprint planning, it was determined that the development team would be able to successfully deliver all remaining work items. However, due to unplanned delays, the development team is now at risk of being unable to complete the work items. The project manager has asked for the business analyst's (BA) help to prioritize the remaining work items. The development team has 16 hours of capacity remaining and is focused on launching a minimum viable product (MVP) of the customer service solution as soon as possible. Which work items should the BA prioritize with the remaining 16 hours of development capacity? US-4008 and US-4009 A. US-4008 and US-4009 B. US-4007 and US-4009 C. US-4009 and US-4010
B. US - 4007 and US - 4009
47. The business analyst (BA) at Universal Containers is preparing for user acceptance testing (UAT) for an Experience Cloud implementation. Which people should participate in UAT? A. Business users, project manager, key stakeholders B. BA, project manager, key stakeholders C. BA, business users, key stakeholders
C. BA, business users, key stakeholders
28. Cloud Kicks needs to revamp its support process to improve the customer experience and has asked the Service Cloud team to collaborate with the business analyst (BA). The BA has scheduled an initial live process mapping session with all stakeholders and received the following calendar responses: What should the BA do? A. Hold a one-on-one diagram session with each stakeholder before the workshop. B. Proceed with the workshop as scheduled with the stakeholders who are available. C. Cancel the workshop and reschedule it to a date when ail stakeholders ace available.
C. Cancel the workshop and reschedule it to a date when ail stakeholders ace available
55. The Salesforce information technology (IT) team has built a solution in a sandbox for a cross-functional project to implement Customer 360. It is time for user acceptance testing (UAT). What is a business analyst's role during UAT? A. Assist in building the requirements using standard functionality so IT can focus on code-related scenarios. B. Document user stories and clarify business needs so IT can deliver results based on the requirements. C. Coordinate stakeholder participation and notify the team when scenarios fail so IT can solve potential problems prior to go live.
C. Coordinate stakeholder participation and notify the team when scenarios fail so IT can solve potential problems prior to go live.
85. A group of business analysts (BA) at Universal Containers have been working with different teams of stakeholders on eliciting requirements for a new Salesforce app. The BAs have gathered and documented all of the information in a central location. Upon review of the requirements, the BAs discovered that changes made to the documentation were overwritten by each other, and they will lose time recapturing them. What should the BAs do differently to prevent this error from happening? A. Each BA should use their own separate documentation. B. Each BA should enter their business needs in a shared spreadsheet, C. Each BA should use a shared system that has version control.
C. Each BA should use a shared system that has version control.
8.What should a BA do to be successful during the first phase of the project ? A. Elicit requirements, build automation, and deploy a solution, B. Architect a solution, configure a sandbox, and build a proof of concept. C. Elicit requirements, create flows and process diagrams, and understand business analytics.
C. Elicit requirements , create flows and process diagrams , and understand business analytics .
42. Cloud Kicks is creating a new lead conversion process in Sales Cloud. During a recent sprint, the business analyst created user stories related to the Opportunity object. Test scripts were created for the lead conversion process. All of the test scripts passed and the new functionality was deployed. After deployment, end users reported error messages when manually creating new Opportunities. Which area of user acceptance testing (UAT) was overlooked'' A. Functionality on interconnected objects should be part of UAT. B. Several teams should be part of UAT to represent multiple viewpoints. C. End users who are experts in that functionality should participate in UAT.
C. End users who are experts in that functionality should participate in UAT.
44. During the discovery phase of a Salesforce project, which types of analyses should a business analyst typically perform? A. Financial, Technical, Operational B. Technical, Stakeholder, Enterprise C. Enterprise, Strategy, Stakeholder
C. Enterprise, Strategy, Stakeholder
87. The sales team at Universal Containers has concerns that the process for distributing new leads is too slow. The VP of sales has engaged a business analyst (BA) to help map out a process to distribute new leads quickly. The BA sets up a meeting with stakeholders and learns a stakeholder already has a solution in mind. What should the BA do next? A. Implement the solution now to save time in the planning phase. B. Ask the stakeholder to demo their solution to the project team. C. Gather requirements and then note the proposal solution.
C. Gather requirements and then note the proposal solution.
68. An executive at Cloud Kicks has tasked the internal Salesforce staff with the optimization of a very manual process in its Salesforce org, What should the business analyst do first before a future state is proposed to key stakeholders? A. Manage project integrations with the technical team. B. Discuss project trade-offs with the executive sponsor. C. Hold a kickoff meeting to set expectations with the project team.
C. Hold a kickoff meeting to set expectations with the project team.
14. As part of the digital transformation at Cloud Kicks , company leaders have decided to adopt Service Cloud as its CRM platform for customer service and support . Executive directors are supportive of the initiative , but end users are unconvinced and prefer to remain on the current platform . What should the business analyst do to gain the end users ' cooperation ? A. Respond to end users with empathy and accommodate their needs; translate the end users' needs into technical requirements; and deliver the project to the developers to implement the solution. B. Use an assertive influencing style; demonstrate authority and expertise; outline the project objectives; and make sure end users know that the decision has been made and the time to make changes has passed. C. Identify key stakeholders and develop relationships with them as a trusted advisor; involve stakeholders and end users in the design of the new solution; and act as a liasion between business and technical teams.
C. Identify key stakeholders and develop relationships with them as a trusted advisor , involve stakeholders and end users in the design of the new solution ; and act as a liasion between business and technical teams .
98. The business analyst at Cloud Kicks is using a checklist to assess the quality of user stones for an upcoming Experience Cloud implementation. Which characteristics make a user story successful? A. Clean Direct, Concise, Cross Functional, Configurable B. Actionable., Concise, Testable, Solution-oriented, Defined C. Independent, Negotiable, Valuable, Estimable. Small, Testable
C. Independent, Negotiable, Valuable, Estimable. Small, Testable
75. During a Service Cloud implementation at Cloud Kicks, the business analyst (BA) reviewed the user acceptance testing and identified results that conflict with the functionality that was requested, While the testing was error-free, business stakeholders indicted that values in reports and the layout of screens were unexpected. What should the BA do next? A. Run testing again, ensuring the scripts reflect expectations and business processes match functionality, B. Decompose and model the business processes, and identify testing procedures to calculate new values. C. Present recommendations from testing to determine if improvements should be made to the underlying implementation.
C. Present recommendations from testing to determine if improvements should be made to the underlying implementation.
66. The business analyst (BA) at Cloud Kicks is deep in planning activities for its Commerce Cloud implementation project. The project sponsor asks the team to adjust their efforts due to budgetary constraints. What should the BA do next? A. Organize requirements. B. Validate requirements. C. Prioritize requirements.
C. Prioritize requirements.
61. The VP of sales at Cloud Kicks wants to streamline the lead qualification process to improve the team's productivity and help them reach their target goals. A business analyst (BA) has been assigned to the project to identify the disconnect between the sales and marketing teams' definitions of a qualified lead. What should the BA focus on? A. Mapping historical lead data from each team and building carts to highlight similarities B. Evaluating the team's skills and experiences to determine how the can better align. C. Scheduling an all-day collaboration workshop with both team to resolve their differences.
C. Scheduling an all-day collaboration workshop with both team to resolve their differences.
4. When creating a new User how can the Admin make sure temporary password is generated ? A. Select "Temporary Password and Confirmation Email Required" B. There are no temporary passwords available for setup of new users in Salesforce. C. Select "Generate Passwords and notify the user via email." D. This is a default feature, no setup required.
C. Select " Generate Passwords and notify the user via email . "
17. The Salesforce team at Cloud Kicks ( CK ) is reviewing the sales team's business processes . During a review session , the business analyst notices that quantifiable benchmarks have yet to be established . Why is it a best practice to establish benchmarks to evaluate existing processes ? A. Proves processes are out of date and require a new solution B. Compares processes against CK's closest competitors C. Shows tangible impact from changes to processes
C. Shows tangible impact from changes to processes
50. The scrum team working on Salesforce projects at Northern Trail Outfitters plans to review the current build with stakeholders to gather feedback. The business analyst will facilitate the meeting. Which type of meeting should be held? A. Retrospective B. Daily stand-up C. Sprint review
C. Sprint review
63. Universal Containers has scheduled a meeting with stakeholders, business analysts (BAs), and technical resources to review user stories. A BA reviews the user stories in advance of the meeting and notices that some best practices have been ignored. The first user story is focused on escalating cases in Service Cloud: "The customer service agent needs the ability to escalate a case so they can assign high-risk cases to tier 2 support for faster resolution." Acceptance Criteria: * 1. Add permission set * 2. Users can escalate cases * 3. Create fields on the Case object * 4. Reports Which best practice was ignored? A. The "who" of the user story is well-defined. B. The "why'' of the user story is focused on user needs. C. The ''what'' of the acceptance criteria is negotiable.
C. The ''what'' of the acceptance criteria is negotiable.
84. Northern Trail Outfitters is starting a project to implement Service Cloud for the customer service department. Which activity should be handled by a business analyst assigned to this project? A. Work with Salesforce to purchase the necessary licenses. B. Manage existing Salesforce applications and activities. C. Understand current business processes and document existing functionality.
C. Understand current business processes and document existing functionality.
62. A business analyst (BA) at Universal Containers (UC) has been asked to evaluate a business process at a high level and in detail, while also keeping regulatory considerations in mind. Management wants to use the output from the BA's evaluation to inform decisions about UC's future implementations of Sales Cloud and Service Cloud. What should the BA use for their evaluation? A. Cross-functional flowchart B. Entity Relationship Diagram (ERD) C. Universal Process Notation (UPN)
C. Universal Process Notation (UPN)
71. The Salesforce project team at Cloud Kicks is about to start a project that crosses sales and service teams. The business analyst (BA) has been tasked with writing user stories with the teams in a workshop. What should the BA keep in mind during the process? A. User stories encourage iterative development. B. User stories specify which technical components are impacted. C. User stories are fixed upon stakeholder approval.
C. User stories are fixed upon stakeholder approval.
96. A business analyst (BA) conducted a group workshop with stakeholders to understand and document in-scope business processes. The BA feels there are gaps between process steps. What should the BA do to close the gaps or confirm the process steps? A. Conduct elimination with stakeholders regarding their parts of the process. B. Review the documentation to ensure that information gathered about the process is correct. C. Using strategy analysis, define models of how gaps in the business process can be resolved.
C. Using strategy analysis, define models of how gaps in the business process can be resolved.
31. The business analyst (BA) at Northern Trail Outfitters is writing user stories about a Case creation feature within Service Cloud for an upcoming sprint. This feature overlaps with another feature that is being developed in the current sprint. The BA is working with the technical team to identify metadata dependencies across features to prevent overwriting before the release. What should the BA use? A. Setup Audit Trail B. Change Sets C. Version control
C. Version control
45. Universal Containers in rolling out Sales Cloud for the contract renewals team. The team has expressed resistance to learning another platform and changing their processes. The business analyst (BA) shows them a video case study of a contract renewals team at another company that successfully adopted Sales Cloud, which shortened it's time to close and increased its close rate by 30%. Which influencing style is the BA using? A. Accommodating B. Collaborative C. inspiring
C. inspiring
49. Which User access and sharing features would you use for the following use case: it is the first time a user logs in and they need to be sent an email with a way to authenticate their email. A. 2 FA B. Single Sign-On C. Email Proof D. Login Link
D. Login Link
24. Which permission is required to create, delete, refresh or activate a Sandbox? A. Sandbox Editor B. Environment Manager C. System Administrator D. Manage Sandbox
D. Manage Sandbox
39. Northern Trail Outfitters (NTO) has acquired a competitor. The agreement is to migrate the acquired company into NTG's Technological Platforms. One of its challenges is to offer a unified customer experience while strengthening the relationship with its customers. The business analyst (BA) has been asked to translate the business objectives and assemble an improved and standard customer experience. Which strategy should the BA use to accomplish the goal? A. Understand business objectives, define the intention and audience, conduct user experience research, analyze the research results, and design an improved new user experience. B. Understand business objectives, define the intention and audience, lead a journey mapping workshop, find opportunities for improvement, and update the journey map. C. Understand business objectives, determine company culture, evaluate processes and user experiences, interview stakeholders, and add improvements to the integration roadmap.
B. Understand business objectives, define the intention and audience, lead a journey mapping workshop, find opportunities for improvement, and update the journey map
78. After reviewing a technical demo, the Northern Trail Outfitters sales leadership team wants to mate adjustments to the original requirements around Sales Cloud opportunity management. What should the business analyst do to manage the requested changes? A. Update the gap analysis document and scope statement specification. B. Update the change request log and draft a new user story. C. Update the change management document and user acceptance testing plans.
B. Update the change request log and draft a new user story.
57. Cloud Kicks (CK) wants to enhance the user experience for customer service agents on Service Cloud so they can effectively meet their service-level agreements. CK has a vision for the future state, but needs to understand how to achieve it. A business analyst (BA) has been assigned to help with this goal. Which type of document should the BA use to meet the requirement? A. Change management B. Use case C. Gap analysis
B. Use case
56. Which of the following User Management terms is best described by this definition: " Item assigned to a User that determines the functionality that they can access across the Salesforce ecosystem". A. Role B. User License C. Profile D. Username
B. User License
72. From where can an Admin unlock a user? A. Setup > Locked Users > Unlock B. Users > Select user > Unlock C. Setup > Object Manager > Users > Select User > Unlock D. Users > Logins > Unlock Users
B. Users > Select user > Unlock
. Universal Containers has planned an initiative to assess its Salesforce org to identify areas of risk and has asked the business analyst (BA) to provide an analysis of its current state. The BA will utilize Salesforce Optimizer for the assessment. How should the BA use the output from the tool? A. Understand the project scope. B. Verify Lightning page loading time. C. Identify top project priorities.
B. Verify Lightning page loading time.
94. A business analyst (BA) at Northeren Trail Outfitters has been asked to explain a sales process improvement idea and collaborate on a plan for implementation. Several sale users in various locations have been identified to participate. Which technique should the BA use to optimize effectiveness and build a shared understanding of the idea and approach? A. Demo prototype B. Virtual whiteboard C. One-on-one meetings
B. Virtual whiteboard
37. Northern Trail Outfitters has a large Salesforce org with sales, marketing, and billing teams pushing for the development of a large number of items in the backlog. Which management process should the business analyst suggest to help the teams align on their competing priorities? A. Integrated Definition for Process Description Capture Method (IDEF3) B. Vision, Values, Methods, Obstacles, and Measures (V2MOM) C. Business Process Modeling Notation (BPMN)
B. Vision, Values, Methods, Obstacles, and Measures (V2MOM)
23. The sales team recently received training on a new sales methodology. When viewing an Opportunity in Sales Cloud, the sales manager wants the sales cycle to include new stages in addition to multiple custom fields. The business analyst is starting to construct user stories to support the new process. What should each user story include? A. Value, purpose, and need B. Who, what, and why C. Who, where, and how
B. Who, what, and why
100. Which of the salesforce app providers will be able to unlock a locked user with their phones? A. All of them. B. iOS (App Store) C. Only those that download the app from the App Exchange. D. Android (Google Play)
B. iOS (App Store)
12. Cloud Kicks has moved into the quality assurance ( QA ) phase of Salesforce product configuration and extension . The QA team is now trying to confirm it has delivered value to stakeholders based on business requirements . The team is asking questions such as , " Did we build the right product ? " and " Did we build the product right ? " Which element should the business analyst use to help the QA team validate that the product fulfilled the requirements without ambiguity ? A. Process maps B. User stories C. Acceptance criteria
C. Acceptance criteria .
89. The business analyst (BA) on the Salesforce development team at Northern Trail Outfitters is leading a requirements elicitation workshop about the process for onboarding new wholesale partners. While whiteboarding the process, one stakeholder continuously interrupts and points out inefficiencies with invoicing and delivery processes. What should the BA do to prevent the session from being derailed? A. Shift the conversation from onboarding to the stakeholder's concerns. B. Ask the stakeholder to focus on the onboarding process. C. Add the stakeholder's concerns to a "parking lot" for further discussion.
C. Add the stakeholder's concerns to a "parking lot" for further discussion.
21. Universal Containers is currently doing user acceptance testing for a global customer service project that leverages Service Cloud. A stakeholder is executing a test case for a specific user story. The stakeholder has provided this feedback: • The functionality described in the test case is working as expected. • The stakeholder wants to change the label of several fields described in the test case. • The stakeholder wants to add two new fields that were excluded from the test case. Which step should the business analyst take next? A. Acknowledge the feedback, update the existing user story to include the field changes, and assign the user story back to the technical team for immediate development. B. Acknowledge the feedback, create a new test case that includes the field changes, and assign the test case hack to the stakeholder far immediate testing. C. Acknowledge the feedback, create a new user Story that includes the field changes, and ask the stakeholder to update the existing tat case to show it was successfully tested.
A. Acknowledge the feedback, update the existing user story to include the field changes, and assign the user story back to the technical team for immediate development.
30. A new business analyst (BA) wants to follow the correct order of phases in the implementation lifecycle on a Salesforce project. How should the BA approach the project? A. Analyze, build, operate, deliver B. Analyze, build, deliver, operate C. Analyze, operate, build, deliver
A. Analyze, build, operate, deliver
97. One retail location of Cloud Kicks has been getting complaints from shoppers about being unable to find items in the store. The general manager has asked IT to configure tablets for the sales clerks so they can move freely around the store to assist customers. The IT team writes a functional requirement: • Tablets running the Salesforce mobile app must allow users to access store inventory records which include current item count and item location. Which user story should the business analyst write to describe the functional requirement? A. As a sales clerk, I want to see item availability and locations to help customers find items. B. As a general manager, I want sales clerks to have tablets so they can help customers find items. C. As a customer, I want sales clerks to have access to item availability to help them find items.
A. As a sales clerk, I want to see item availability and locations to help customers find items.
29. The sales team at Universal Containers (UC) has been using multiple tools to track opportunities, leading to inaccurate forecasting and an unclear picture of UC's sales pipeline. UC has appointed a project team to implement Sales Cloud to help resolve these issues. TTie sales team doubts the new tool will meet their needs and is concerned it will be difficult to use. The business analyst (BA) assigned to the project knows the stakes are high to get the right solution in place. Using their influence, what should the BA do to gain the necessary buy-in and support from the sales team to ensure a solution meets the requirements? A. Ask questions to understand their needs and focus on shared goals. B. Present the pros and cons of the decision by using logic and facts. C. Demonstrate the BA's expertise and clearly state the decision is final.
A. Ask questions to understand their needs and focus on shared goals.
33. Universal Containers (UC) is wording with an implementation partner to help it optimize Salesforce. A new business analyst (BA) from the partner was introduced to UC stakeholders a few weeks into the project The BA is getting to know each of the stakeholders by their roles and contributions. However, the BA had one misstep and is slightly embarrassed. What should the BA do to build trust with the stakeholders? A. Be vulnerable and own their mistake. B. Promise to work harder to avoid other mistakes. C. Ask their supervisor for help immediately.
A. Be vulnerable and own their mistake.
59. The business analyst (BA) at Universal Containers is meeting with business leaders to elicit and document functional requirements specifications related to its new Salesforce implementation. The BA will also document the functionality this system should provide so it can be developed into a work item. What is the name of this documentation type? A. Business analysis plan B. Use case C. User story
A. Business analysis plan
58. Universal Containers is about to kick off a new Salesforce implementation, bringing both sales and service teams onto the platform. Each team has been managing Accounts and Contacts in their own way even though the Accounts and Contacts are shared between the teams. This has resulted in disagreements about what should be built in Salesforce. Which groups should the business analyst work with to gain full alignment on a common program vision and strategy? A. Business leaders, middle management, and end users B. Senior leadership, IT leadership, and middle management C. Executive sponsors, IT leadership, and end users
A. Business leaders, middle management, and end users
15. Cloud Kicks ( CK ) plans to establish Center of Excellence ( CoE ) . How will CK benefit from using a CoE to define the long - term vision for its Salesforce org ? A. CK will be better able to prioritize across teams and streamline processes. B. CK will get insights to current business processes. C. CK will develop a process to gather feedback from end users regularly.
A. CK will be better able to prioritize across teams and streamline processes .
64. A business analysis (BA) is creating a business flowchart to review with a customer service team that is using service team that is using Service Cloud. The team is organized by the products and the regions they support. Which step should the BA include e in the business flowchart? A. Capture decision steps and different outcomes. B. Illustrate which fields are integrated with an external system. C. Set limits to the scope that will be documented.
A. Capture decision steps and different outcomes
73. Which element of the storytelling process for UX is described here: "A hurdle that makes it difficult for your heroes to succeed on their journeys." A. Challenge B. Monster C. Victory D. Helper
A. Challenge
11. Northern Trail Outfitters ( NTO ) is undergoing a Salesforce implementation for Service Cloud . The busjpess analyst is currency working with the development team as they build features in the sandbox . NTO wants to test these features before the changes are deployed to the production environment . As part of the Application lifecycle Management ( ALM ) process , which three development models does Salesforce support ? A. Change Set Development, Org Development, Package Development B. Rapid Application Development, Org Development Package Development C. Salesforce DX, Flow Builder, Rapid Application Development
A. Change Set Development , Org Development , Package Development
25. A business analyst (BA) is working on a request from a sales leader at Universal Containers. The sales leader has noticed the quality of information on new leads has declined recently. After completing their initial research, the BA concludes that the Salesforce lead intake form needs to be updated to include only essential information. Since several sales teams use the intake form, the BA must get alignment from all of the groups. How does whiteboarding help the BA collaborate with multiple stakeholders? A. It provides a script to follow with suggested questions and prompts, identifies exactly what each group needs in order to be successful, and the final version acts as the business requirements document. B. It builds a shared understanding of the current state, creates a space for everyone to contribute since the activity feels shared, and guides the conversation while maintaining engagement. C. It provides a single document in a central location for stakeholders to contribute, allowing each group to provide feedback on their own, instead of requiring everyone to meet and discuss together
B. It builds a shared understanding of the current state, creates a space for everyone to contribute since the activity feels shared, and guides the conversation while maintaining engagement
1.As a business analyst ( BA ) starts engaging stakeholders for a user story writing workshop , an executive sponsor questions why the Commerce Cloud project is creating user stories rather than standard requirements . What is one benefit of creating user stories that the BA can share with the executive sponsor ? A. It defines technical specifications early in the process. B. It helps testers determine the most efficient way to validate solutions. C. It saves time when prioritizing and implementing functionality.
B. It helps testers determine the most efficient way to validate solutions .
80. The leadership team at Universal Containers (UC) is focused on customer retention. The business analyst (BA) has been asked to implement a new customer for life program on the salesforce platform. Before their can move forward, they need to understand the lifecycle and all of the related interaction that IC has with its customers. Which type of session should the BA perform? A. User Acceptance testing B. Journey Mapping C. Requirements Gathering
B. Journey Mapping
93. Universal Containers has several independent Salesforce projects this quarter involving shared objects and a complex deployment process managed by a DevOps team. While smoke testing the shared user acceptance testing (UAT) environment, the business analyst (BA) noticed that one of the minor changes to the Account to the Account page layout for the project is missing. The client is eager to begin its UAT. What should the BA do to address the issue? A. Make the page layout change directly in UAT so the client can begin testing. B. Log a defect for the page layout change and discuss it with the DevOps team. C. Ask the project manager to reschedule UAT until after the defect is resolved
B. Log a defect for the page layout change and discuss it with the DevOps team.
6. Does every application development lifecycle require the use of a sandbox for testing A. Yes B. No
B. No
5. The business analyst ( BA ) at Northern Trail Outfitters is getting ready to kick off a new Service Cloud project with the retail division to turn on the Web - to - Case functionality . The BA wants to better understand business processes so they can accurately scope the project . Which type of documentation should the BA utilize ? A. Current state analysis B. Object models C. Use cases
B. Object models
22. Universal Containers just rolled out a new sales methodology and process. A month after the initial training, the manager has noticed some reps have a large number of overdue tasks. The manager is unsure if it's a learning curve or a system issue and has asked the business analyst (BA) to determine the cause and recommend a solution. Which method should the BA use to start collecting data? A. Brainstorming and prototyping B. Observation and interviewing C. focus groups and workshops
B. Observation and interviewing
18. Cloud Kicks ( CK ) wants to redefine its lead - to - customer business process . CK wants to unify the interactions between sales , marketing , and customers to provide a more seamless experience . The business analyst ( BA ) need to create a visual representation that includes the steps and inputs from both sales and marketing . Which tool should the BA use to capture all launches of the current state ? A. Journey Mapping B. Process Mapping C. Whiteboarding
B. Process Mapping
3. Northern Trail Outfitters ( NTO ) has noticed that many customers are posting to social media about issues they are having with a new product . The services team is looking for easy ways to engage with these customers and resolve their complaints . During the first discovery meeting of the project , the business analyst ( BA ) hears that the VP of services and support wants to implement Omni - Channel for NTO's Service Cloud . What should the BA do first to ensure the ongoing success of the project ? A. Configure a proof-of-concept demo within a sandbox environment to show the pros and cons of the requested solution. B. Produce a gap analysis document that will show the ways the requested solution can solve the limitations of NTO's current system. C. Encourage the project stakeholders to think of various ways to solve cases different before deciding on a specific solution.
B. Produce a gap analysis document that will show the ways the requested solution can solve the limitations of NTO's current system .
2. Which tool is used to create reports , incorporate filters and select the Report Type ? A. Data Loader B. Report Builder C. A csv file that will then get imported. D. Report Composer
B. Report Builder
95. Management at Cloud Kicks has asked a business analyst (BA) to gain alignment from a group of people to determine what is in scope and out of scope on a Salesforce project. Which group should the BA include early in the scoping process? A. Personas B. Stakeholders C. Scrum team
B. Stakeholders
