BA2
46. UC is setting up a SF email integration for the sales team. Through discovery conversations, the BA learns the operations team also needs email integration in the near future. What should the BA do next? A. Include the operations team during discovery. B. Proceed with the sales team's project as planned. C. Start project work for the operations team.
A. Include the operations team during discovery.
56. The BA at CK 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. Conducting individual interviews with stakeholders C. Asking stakeholders to complete a questionnaire
A. Using live workshops to map out the sales process
77. The finance team is rolling out a new sales process in Sales Cloud for opportunities that are Closed/Won. After meeting with the team, a BA realizes that several requirements for the new process will need further refinement. What should the BA use to keep track of changes to the process documents? A. Version control B. Communication template C. Business backlog
A. Version control
10. NTO has a large SF 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 BA suggest to help the teams align on their competing priorities? A. Vision, Values, Methods, Obstacles, and Measures (V2MOM) B. Business Process Modeling Notation (BPMN) C. Integrated DEFinition for Process Description Capture Method (IDEF3)
A. Vision, Values, Methods, Obstacles, and Measures (V2MOM)
59. NTO is setting up a new team to support an implementation of Service Cloud and is considering which workflow to use. In which scenario should the BA recommend Kanban? A. Work includes platform support requiring immediate outage handling. B. Work is generally project-based and can be broken into smaller pieces. C. Work is predictable but sometimes lacks sufficient planning.
A. Work includes platform support requiring immediate outage handling.
26. The BA at CK is using a checklist to assess the quality of user stories for an upcoming Experience Cloud implementation. Which characteristics make a user story successful? A. Actionable, Concise, Testable, Solution-oriented, Denied B. Independent, Negotiable, Valuable, Estimable, Small, Testable C. Clear, Direct, Concise, Cross Functional. Configurable
B. Independent, Negotiable, Valuable, Estimable, Small, Testable
80. The Service Center at UC uses Service Cloud and Experience Cloud to manage its customer case lifecycle. UC wants to limit the number of interactions a customer has during the lifecycle. The project leader has asked the BA to visually illustrate the lifecycle. Which document should the BA create? A. Heat Map B. Journey Map C. Process Map
B. Journey Map
19. The BA at UC needs to gather information for their project including the steps a user takes to accomplish a goal, challenges a user faces, people the user interacts with, applications they use to complete the steps, and their level of morale as they move through the process. Which elicitation technique should the BA use? A. Survey/Questionnaire B. Journey Mapping C. FOCUS Groups
B. Journey Mapping
48. A BA at 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. Universal Process Notation (UPN) B. Entity Relationship Diagram (ERD) C. Cross-functional flowchart
A. Universal Process Notation (UPN)
60. The BA at NTO 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. Use cases B. Object models C. Current state analysis
A. Use cases
11. An executive at CK has tasked the internal SF staff with the optimization of a very manual process in its SF org. What should the BA do first before a future state is proposed to key stakeholders? A. Discuss project trade-offs with the executive sponsor. B. Manage project integrations with the technical team. C. Hold a kickoff meeting to set expectations with the project team.
C. Hold a kickoff meeting to set expectations with the project team.
28. UC is working with an implementation partner to help it optimize SF. A new 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.
67. The project team is building a Sales Cloud implementation. The BA wants to make sure the solution meets the needs of the business. The BA needs to identify where user testing should occur and who should participate. Which approach should the BA follow? A. Create a full copy sandbox and give power users access to it. B. Create a partial sandbox and give the VP of sales access to it. C. Create a scratch org and give the development Learn access to it.
A. Create a full copy sandbox and give power users access to it.
40. The Service Center at UC is deploying a new case management solution. Management has asked the project team to prepare for end-user training. The project team consists of an admin and a BA. Which task should be assigned to the BA? A. Create user training materials. B. Conduct user training. C. Set up users for training.
A. Create user training materials.
9. A BA at UC has begun UAT 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
96. 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 BA has been assigned to help with this goal. Which type of document should the BA use to meet the requirement? A. Gap analysis B. Use case C. Change management
A. Gap analysis
34. The sales team at UC has concerns that the process for distributing new leads is too slow. The VP of sales has engaged a 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. Gather requirements and then note the proposed solution. B. Ask the stakeholder to demo their solution to the project team. C. Implement the solution now to save time in the planning phase.
A. Gather requirements and then note the proposed solution.
93. The BA is preparing for UAT for NTO's new Service Cloud implementation. The BA secured the sandbox for the testing environment, wrote test cases, and created a process to track and manage reported bugs. Which additional step is required during the UAT planning process? A. Identify power users. B. Gather business requirements. C. Schedule deployment.
A. Identify power users.
29. UC has planned an initiative to assess its SF org to identify areas of risk and has asked the BA to provide an analysis of its current state. The BA will utilize SF Optimizer for the assessment. How should the BA use the output from the tool? A. Identify top project priorities. B. Verify Lightning page loading time. C. Understand the project scope.
A. Identify top project priorities. (Comment believes B)
81. An executive stakeholder at NTO wants to explore automating NTO's Quote-to-Cash process and has asked the BA to pull together some high-level information on possible solutions. Which type of document should the BA present to the stakeholder? A. A capability map detailing the functionality of SF and AppExchange Quote-to-Cash products B. A SIPOC (Suppliers, Inputs, Process, Outputs, and Customers) map outlining the Quote-to-Cash process C. A business process map detailing the existing step-by-step Quote-to-Cash process
A. A capability map detailing the functionality of SF and AppExchange Quote-to-Cash products
82. The BA at NTO is helping to improve the process for handling customer returns using SF. The BA has completed a current state process map to identify areas for improvement. The BA plans to present ideas for a future state returns handling process to the larger project team. What should the BA present to the team in a way that is relatable and invites discussion, feedback, and ideas? A. A story using personas to illustrate potential solutions B. Detailed technical documentation with annotations C. A prototype for a specific business outcome
A. A story using personas to illustrate potential solutions
92. NTO is undergoing a Service Cloud implementation and has decided to use the Scrum methodology for the implementation. A BA received an urgent, high-priority change request in the middle of a sprint. Which step should the BA take next? A. Add the change request to the backlog to be prioritized for the next sprint. B. De-prioritize some user stories and add the change request to the current sprint. C. Begin working on the change request as soon as the team has capacity.
A. Add the change request to the backlog to be prioritized for the next sprint.
69. The BA at CK is writing user stories for an upcoming Commerce Cloud website release. One of the requirements from the technical team is to perform stress testing for an upcoming promotion. The BA is translating the requirement into a user story. Which user story most accurately represents the goal? A. As a site administrator of the CK website, I want to make sure that the web server can process requests at 150% of the average traffic rate during the latest promotion. B. As a visitor to the CK website, I want to make sure that I can shop without disruption during a large promotion so I have a frictionless shopping experience. C. As a user, I want to make sure that shoppers on the CK website can complete their purchases without disruption during the newest promotion.
A. As a site administrator of the CK website, I want to make sure that the web server can process requests at 150% of the average traffic rate during the latest promotion.
39. UC has a SF Knowledge base solution; however, the support agents have indicated that the system has duplicate Knowledge articles. The agents have requested a feature that allows them to compare articles side-by-side and merge the articles. While researching solution options, the BA noticed an idea in the SF IdeaExchange that directly addresses this requirement. The idea is in beta testing and will be generally available in the next release. What should the BA suggest? A. Ask the support manager to wait until the idea is released. B. Ask the SF Account Executive to release the idea early. C. Ask the development team to build a custom solution based on the Idea.
A. Ask the support manager to wait until the idea is released.
99. UC uses Kanban to complete its SF development. In the middle of a sprint, the sales manager submits an important item to the team. What should the BA do next? A. Ask the team to reprioritize the backlog and work on the Item at the top. B. Ask the team to commit to the work for the next sprint. C. Ask the team to pivot and complete the work immediately.
A. Ask the team to reprioritize the backlog and work on the Item at the top.
33. The BA at UC is preparing for UAT for an Experience Cloud implementation. Which people should participate in UAT? A. BA, business users, key stakeholders B. BA, project manager, key stakeholders C. Business users, project manager, key stakeholders
A. BA, business users, key stakeholders
1. CK wants its sales team to use Sales Cloud to decrease its lead conversion time. The BA will analyze and break down CK's typical sales cycle. How can process mapping help the BA get started on this project? A. It can show the relationship between the steps and actions in the sales cycle to communicate and understand the current state, and to identify areas for improvement. B. It can model changes in the current customer experience, analyze each change's potential for impact, and help visualize potential improvements in the sales cycle in advance of the solution design. C. It can display complex ideas in a consistent format, highlight blockers and impediments to help stakeholders quickly assess issues in the sales cycle, and see the project timeline at a glance.
A. It can show the relationship between the steps and actions in the sales cycle to communicate and understand the current state, and to identify areas for improvement.
66. CK has invited stakeholders from multiple departments and roles to participate in its latest SF project. Each stakeholder's experiences and priorities for the project are different which causes tension within the team and a lack of clarity around project direction. What should the BA do to help the team work together more effectively? A. Lead the stakeholders in creating a team agreement that assigns project roles and outlines how the team will collaborate, disagree, develop trust, and define success. B. Encourage leadership to share their vision for the project, and ask the larger team to focus its feedback only on the key objectives, pain points, and requirements outlined by leaders. C. Limit participation in key project discovery, requirements, and solutioning meetings to leadership, and engage the larger team to answer questions directly related to their roles when needed.
A. Lead the stakeholders in creating a team agreement that assigns project roles and outlines how the team will collaborate, disagree, develop trust, and define success.
73. The BA at UC is also its primary system admin. The BA knows that version control is mandatory when it comes to releasing. What is the most efficient process for the BA to track the changes they are committing? A. Metadata backups B. DevOps C. Agile planning
A. Metadata backups
5. After the first round of UAT for a Sales Cloud project, the BA discovered that a high number of test cases failed. What is a possible reason why the test cases failed? A. Missing test script details B. Missing test result details C. Missing test org access details
A. Missing test script details OR B. Missing test result details
100. UC uses a SF org. UC is merging with a sister company that uses a different CRM. The incoming sales team is reluctant to change to a different process. The BA has been asked to help reach consensus and drive adoption. Which group is well-positioned to help the BA secure alignment for the initiative? A. Power users and top sales earners B. Executive sponsors and sales leadership C. System admin and project manager
A. Power users and top sales earners
49. A sales manager expresses frustration that the sales team is failing to enter calls in SF. The manager is hoping to resolve the issue quickly and has limited time and budget to completely revamp existing tools and processes. The sales manager reaches out to the BA for recommendations. What should the BA do next? A. Research third-party apps on the AppExchange. B. Export a weekly report of user activity. C. Engage a developer to scope a custom solution.
A. Research third-party apps on the AppExchange.
20. While working on a new Sales Cloud feature request for the sales team at NTO, the 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.
12. 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 BA to uncover the issue and propose a business solution. What should the BA do next? A. Shadow an operations team member at the CK distribution facility. B. Review future state distribution processes for CK. C. Explore how retailers similar to CK handle distribution.
A. Shadow an operations team member at the CK distribution facility.
30. The SF team at CK is reviewing the sales team's business processes. During a review session, the BA notices that quantifiable benchmarks have yet to be established. Why is it a best practice to establish benchmarks to evaluate existing processes? A. Shows tangible impact from changes to processes B. Prove processes are out of date and require a new solution C. Compares processes against CK's closest competitors
A. Shows tangible impact from changes to processes
98. The SF delivery team at CK consistently has user stories that developers start but are unable to complete during each sprint. During the most recent retrospective, the development team expressed that they are running out of time to complete the stories. The team used the INVEST checklist to diagnose why these stories are incomplete at the end of the sprint. Which checklist item is the most likely reason why the stories are incomplete at the close of the sprint? A. Small B. Negotiable C. Valuable
A. Small
90. The scrum team working on SF projects at NTO plans to review the current build with stakeholders to gather feedback. The BA will facilitate the meeting. Which type of meeting should be held? A. Sprint review B. Retrospective C. Daily stand-up
A. Sprint review
91. The QA team at CK is reviewing user stories to write test scripts. The QA team is having difficulty with a specific story where a modification to an existing flow is needed for a custom object. The QA team is unable to discern what needs to be tested as a result of the updated flow. What should the BA review and revise to provide more clarity to the QA team? A. The definition of done of the user story B. The who, what, and why of the user story C. The acceptance criteria of the user story
A. The definition of done of the user story
51. The BA at UC is helping the team transition from workflow rules to flows. The work has been built and it is time to kick off UAT. What is the goal of UAT? A. To ensure what was originally requested is being delivered B. To identify acceptance criteria with pass/fail indicators C. To summarize the overall ask and determine what is in scope
A. To ensure what was originally requested is being delivered
25. A BA is in the process of documenting requirements. The BA wrote the following user story: "As a sales team manager, I want the ability to access reports on Sales Cloud to evaluate if the team's daily activities are meeting the set goals." Which acceptance criteria is most appropriate for this user story? A. Able to click the Run button on sales reports B. Able to view the sales team's reports C. Able to monitor the sales team's performance
B. Able to view the sales team's reports
23. UC has chosen to implement Sales Cloud and Service Cloud to increase revenue and remove bottlenecks in its current processes. A BA is tasked with diagramming business processes. What should the BA do to successfully meet governance requirements to identify the business purpose? A. Identify resources engaged in each step. B. Adhere to agreed upon mapping standards. C. Use UC's existing terminology.
B. Adhere to agreed upon mapping standards.
27. UC has just been notified by authorities that govern the shipping industry of new regulatory requirements. To comply, there are several existing processes built on SF that will need to change. A BA will help describe the additional business needs imposed by the new regulations. Which type of document should the BA prepare? A. Current state analysis B. Audit log C. Gap analysis
C. Gap analysis
63. NTO is updating its customer portal built on Experience Cloud. The team has drafted a user story: "As a customer, I want to be able to chat with a support agent and view my account, see my orders, and ask questions via the customer portal." What should a BA do to improve this user story? A. Include specific information about potential SF solutions. B. Adjust the goal of the user story to be independent. C. Estimate how long it will take the technical team to complete the story.
B. Adjust the goal of the user story to be independent.
35. The lead BA at CK is putting together user stories for the new sales process that will be implemented in Sales Cloud. The lead BA is advising junior BAs on how to construct a user story. What should the lead BA tell the junior BAs to include in a user story? A. Include technical details B. Include who, what, and why C. Include the V2MOM structure
B. Include who, what, and why
71. CK wants to assess the efficiency of its Sales Cloud solution to eliminate unnecessary steps and cut costs. A 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 collection of use cases B. A business process model C. A persona journey map
B. A business process model
74. UC wants to integrate its SF org with the largest online professional network so its sales reps can view information directly on SF records. The BA will write acceptance criteria for this scenario. What is an example of good acceptance criteria? A. Install a CRM widget to allow sales reps to view information in the Lead and Contact records. B. A sales rep can view current information directly in the Lead and Contact records. C. A sales rep needs to have the CRM widget installed in the Lead and Contact Record Page Layout.
B. A sales rep can view current information directly in the Lead and Contact records.
2. One retail location of CK 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 SF mobile app must allow users to access store inventory records which include current item count and item location. Which user story should the BA write to describe the functional requirement? A. As a general manager, I want sales clerks to have tablets so they can help customers find items. B. As a sales clerk, I want to see item availability and locations to help customers find items. C. As a customer, I want sales clerks to have access to item availability to help them find items.
B. As a sales clerk, I want to see item availability and locations to help customers find items.
62. UC has asked a BA to assist the sales management team with a request for a new picklist field called "Lost Reason" on the Opportunity object with the goal of improving pipeline reports. After mapping the managers to the sales leader persona and obtaining feedback from them, the BA has discovered that the managers want to better understand Closed/Lost Opportunities so they can help sales teams close more deals. Which option should the BA use to construct the user story? A. As a sales leader, I need a new "Closed/Lost Reason" picklist field on Opportunities and better reports to help the sales team improve close rates. B. As a sales leader, I want to see more details on Closed/Lost Opportunities so I can help the sales team improve close rates. C. As a sales team member, I need additional enablement training and reporting information to help me improve close rates.
B. As a sales leader, I want to see more details on Closed/Lost Opportunities so I can help the sales team improve close rates.
64. The sales team at 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. The sales team doubts the new tool will meet their needs and is concerned it will be difficult to use. The 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. Demonstrate the BA's expertise and clearly state the decision is final. B. Ask questions to understand their needs and focus on shared goals. C. Present the pros and cons of the decision by using logic and facts.
B. Ask questions to understand their needs and focus on shared goals.
38. The BA at UC is meeting with business leaders to elicit and document functional requirement specifications related to its new SF 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. User story B. Business analysis plan C. Use case
B. Business analysis plan
76. UC is about to kick off a new SF 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 SF. Which groups should the BA work with to gain full alignment on a common program vision and strategy? A. Executive sponsors, IT leadership, and end users B. Business leaders, middle management, and end users C. Senior leadership, IT leadership, and middle management
B. Business leaders, middle management, and end users
86. CK plans to establish a Center of Excellence (CoE). How will CK benefit from using a CoE to define the long-term vision for its SF org? A. CK will develop a process to gather feedback from end users regularly. B. CK will be better able to prioritize across teams and streamline processes. C. CK will get insights to current business processes.
B. CK will be better able to prioritize across teams and streamline processes.
16. CK needs to revamp its support process over the next 12 months to improve the customer experience and has asked the Service Cloud team to collaborate with the BA. The BA has scheduled an initial live process mapping session with all stakeholders and received the following calendar responses: Expert Agent - Yes / Team Leader - Yes Service Admin - No / Case Solver - Yes What should the BA do? A. Proceed with the workshop as scheduled with the stakeholders who are available. B. Cancel the workshop and reschedule it to a date when all stakeholders are available. C. Hold a one-on-one diagram session with each stakeholder before the workshop.
B. Cancel the workshop and reschedule it to a date when all stakeholders are available.
94. The CK admin is getting ready to release a record-triggered flow that auto-generates Renewal Opportunity records with related Order Line Items once an Opportunity is Closed/Won for a sales team user story. During UAT, what should the BA do to ensure the solution fulfills the needs of the sales team? A. 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. C. 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 x 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.
75. During a sprint grooming session for the Sales Cloud Implementation at CK, the development team mentions the step "Code Review by Technical Architect" listed within the acceptance criteria needs to be adjusted. Which location should the BA move this item to? A. Pull request template B. Definition of done C. Project plan
B. Definition of done
13. CK is creating a new lead conversion process in Sales Cloud. During a recent sprint, the BA 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 UAT was overlooked? A. Several teams should be part of UAT to represent multiple viewpoints. B. Functionality on interconnected objects should be part of UAT. C. End users who are experts in that functionality should participate in UAT.
B. Functionality on interconnected objects should be part of UAT.
14. A BA at NTO is assigned to a project to help revamp the case management process. The BA has gathered requirements and finished the first draft of user stories. What should the BA use to assess the quality of a user story? A. Gap analysis document B. INVEST checklist C. Numerical framework
B. INVEST checklist
43. UC has several independent SF projects this quarter involving shared objects and a complex deployment process managed by a DevOps team. While smoke testing the shared UAT environment, the BA noticed that one of the minor changes 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. 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 C. 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
72. UC wants to build a SF 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 BA do to meet the requirement? A. Review department procedures and consult the org chart. B. Map the business process. C. Create an entity relationship diagram.
B. Map the business process.
88. UC 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 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
78. NTO has completed a project with a third-party event organization platform to enhance its MVP Experience Site. Many features were left in the project backlog. NTO's IT team is beginning a new phase of work on the Experience Site to build additional features requested by business stakeholders and wants to include the items that were left in the backlog in the first phase. How should the BA coordinate the user stories to most efficiently manage the new project timeline? A. Include existing and new user stories to be completed within the duration of the project. Hire additional developers to accommodate both work streams to prevent delays within the scheduled sprints. B. Prioritize user stories for the new enhancements for the initial sprints of the project to accommodate business stakeholder requests. Complete existing user stories in the final sprint of the project. C. Reprioritize existing and new user stories to place the stories into each sprint of the project. Return an equivalent amount of lower-priority work to the project backlog.
B. Prioritize user stories for the new enhancements for the initial sprints of the project to accommodate business stakeholder requests. Complete existing user stories in the final sprint of the project.
61. UC 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 BA use to help the team meet its goal? A. Brainstorming B. Prototyping C. Observation
B. Prototyping
45. The BA at UC has been capturing the requirements for a major Sales Cloud release. An admin has been deploying the resulting system changes. The QA team has run into challenges when testing the changes. The BA is unaware of deployment and testing challenges. What should the BA do to resolve these challenges with the release team? A. Involve the stakeholders in the business requirements gathering sessions. B. Provide detailed test cases to validate the functional requirements. C. Associate each set of metadata changes to the corresponding user story.
B. Provide detailed test cases to validate the functional requirements.
NTO is working with an implementation partner to transform its customer support team with Service Cloud. A new 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. Reset project expectations at the next meeting with the stakeholder. B. Set up a casual meeting to create a personal connection with the stakeholder. C. Ask an executive sponsor to address the stakeholder's concerns.
B. Set up a casual meeting to create a personal connection with the stakeholder.
87. The BA at NTO has gathered preliminary functional requirements for an upcoming SF implementation project. Before translating these requirements into user stories, the BA wants to gain additional perspective, feedback, and detail on the requirements from the NTO team. Which document should help the BA gather this information? A. Business analysis plan B. Stakeholder analysis C. Current state analysis
B. Stakeholder analysis
55. Management at CK has asked a BA to gain alignment from a group of people to determine what is in scope and out of scope on a SF project. Which group should the BA include early in the scoping process? A. Scrum team B. Stakeholders C. Personas
B. Stakeholders
65. UC wants to build a simple activity capture process for leads. One of the objectives is to minimize technical debt and inherit new features of the SF Platform in future releases. What should the BA recommend to meet the requirements? A. Standard object for activity capture, Screen Flow user interface B. Standard object for activity capture, custom Lightning Web Component user interface C. Custom object for activity capture, custom Lightning Web Component user interface
B. Standard object for activity capture, custom Lightning Web Component user interface
22. A BA is reviewing the risks associated with a proposed solution leveraging Cases and Support Queues, and the effect that those risks might have on the project timeline. Which type of analysis is the BA performing? A. Enterprise Analysis B. Strategy Analysis C. Stakeholder Analysis
B. Strategy Analysis
97. NTO follows an Agile methodology for its Marketing Cloud projects. The project team creates several types of documents. Which document should a BA use to capture the software and behavioral requirements of the application? A. Functional requirements specification B. System requirements specification C. Scope statement specification
B. System requirements specification
17. The sales team at CK is rolling out a new sales methodology. To incorporate the requested changes, the BA 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. User acceptance criteria C. Definition of done
C. Definition of done
85. UC has scheduled a meeting with stakeholders, 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 "why" of the user story is focused on user needs. B. The "what" of the acceptance criteria is negotiable. C. The "who" of the user story is well-defined.
B. The "what" of the acceptance criteria is negotiable.
68. NTO launched a new feature on its Experience Cloud site to allow customers to compare features of similar products ahead of the major promotional event of the year. The UAT passed successfully; however, many customers complained of issues when accessing the site. What did the BA overlook before recommending that the release go live? A. The UAT should have been performed by customers who are familiar with the products. B. The UAT should have been performed with both peak load and average load simulation. C. The UAT should have been performed with enough time to resolve bugs in the new feature.
B. The UAT should have been performed with both peak load and average load simulation.
44. UC has asked a BA to create a process map indicating how it is using Marketing Cloud to manage its campaigns. In a process map that uses Universal Process Notation (UPN), the BA has marked each activity box with a resource. What does an activity box marked "C: Customer" mean? A. The customer should be Informed. B. The customer should be consulted. C. The customer should be responsible.
B. The customer should be consulted.
3. CK is planning to create a new Service Cloud console app for its services team to resolve issues with delayed shipments to customers. The 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.
37. The CK BA is frustrated because the requirements tracking spreadsheet is often incomplete or out-of-sync for the Slack transition project. The development team has recommended that the BA use a DevOps tool as an alternative. What are the benefits of using a DevOps tool in this situation? A. Tracks changes for the testing team and provides access to user stories B. Tracks changes in real-time and provides a single source of truth C. Tracks changes on a daily basis and provides a history of changes
B. Tracks changes in real-time and provides a single source of truth
41. NTO has acquired a competitor. The agreement is to migrate the acquired company into NTO's Technological Platforms. One of its challenges is to offer a unified customer experience while strengthening the relationship with its customers. The 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, 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. C. 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.
95. Which method should a BA use to show the current state business flows in SF? A. Storyboarding B. Universal Process Notation C. Entity Relationship Diagramming
B. Universal Process Notation
58. The BA at NTO needs to create a current state process map for a Service Cloud implementation with its retail division. The BA needs a simple diagramming notation for the process map that is applicable across all industries, provides context for metrics and management decisions, and supports regulatory considerations. Which diagramming notation should the BA use for the process map? A. Business Process Modeling Notation (BPMN) B. Universal Process Notation (UPN) C. Unified Modeling Language (UML)
B. Universal Process Notation (UPN)
31. After reviewing a technical demo, the NTO sales leadership team wants to make adjustments to the original requirements around Sales Cloud opportunity management. What should the BA do to manage the requested changes? A. Update the change management document and UAT plans. B. Update the change request log and draft a new user story. C. Update the gap analysis document and scope statement specification.
B. Update the change request log and draft a new user story.
7. The project team at UC has started to review the existing SF manufacturing solution that has low adoption and a variety of customizations including custom objects, custom fields, renamed standard objects, and renamed standard fields. What should the BA recommend to the project team to increase understanding when documenting requirements, processes, and potential solutions? A. Use industry terminology and language. B. Use customer terminology and language. C. Use SF terminology and language.
B. Use customer terminology and language. https://trailhead.salesforce.com/content/learn/modules/business-analyst-best-practices/learn-the-customs-of-your-customer
79. A 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 elicitation with stakeholders regarding their parts of the process. B. Using strategy analysis, define models of how gaps in the business process can be resolved. C. Review the documentation to ensure that information gathered about the process is correct.
B. Using strategy analysis, define models of how gaps in the business process can be resolved.
8. The SF development team is strictly following scrum to govern its releases. An executive trying to plan a vacation wants to know when work on the feature will begin so they can be available for additional implementation questions. After consulting with the product owner, the BA learns the team has decided to adopt Kanban instead for all future releases. What should the BA tell the executive? A. Work will begin after executive approval is given. B. Work will begin when capacity becomes available. C. Work will begin in the next sprint.
B. Work will begin when capacity becomes available.
32. 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 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. Stakeholder Analysis B. Strategy Analysis C. Enterprise Analysis
C. Enterprise Analysis
42. During the discovery phase of a SF project, which types of analyses should a BA typically perform? A. Financial, Technical, Operational B. Technical, Stakeholder, Enterprise C. Enterprise, Strategy, Stakeholder
C. Enterprise, Strategy, Stakeholder
24. The BA is working with a stakeholder on a SF project. The stakeholder needs an approval process on contract submissions. Sales managers want to see all contracts when the discount is greater than 20%. They will decline any contracts with a discount that is greater than 25%, but they want visibility into other highly discounted contracts. Which acceptance criteria is the most effective for this scenario? A. Users in a sales manager role should have access to a button on contracts to click to approve or decline a contract with a discounted price of 20% or more. B. A sales manager wants to be able to approve contracts with a large discount and they need a validation rule related to contract discounts greater than 25%. C. A sales manager wants to be notified when a contract has been submitted with a discount greater than 20% so the manager can approve or decline a discounted price.
C. A sales manager wants to be notified when a contract has been submitted with a discount greater than 20% so the manager can approve or decline a discounted price.
70. NTO is a rapidly growing company that hired a BA to help revamp its sales and support processes. The stakeholder at NTO wants to understand the value of Application Lifecycle Management (ALM). What are the benefits of ALM that the BA should share with the stakeholder? A. ALM offers preview access to the three SF Releases per year. B. ALM allows features to remain static and reduces incremental changes. C. ALM provides processes and policies which help build apps more efficiently.
C. ALM provides processes and policies which help build apps more efficiently.
53. A new BA wants to follow the correct order of phases in the implementation lifecycle on a SF project. How should the BA approach the project? A. Analyze, build, operate, deliver B. Analyze, operate, build, deliver C. Analyze, build, deliver, operate
C. Analyze, build, deliver, operate
89. A BA is creating a business flowchart to review with a customer 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 in the business flowchart? A. Illustrate which fields are integrated with an external system. B. Set limits to the scope that will be documented. C. Capture decision steps and different outcomes.
C. Capture decision steps and different outcomes.
15. Sales managers at NTO have received feedback from sales reps that record pages are slow and often take longer to load when using the app on the phone. The BA has been asked to evaluate NTO's org to find out which pages are the slowest to load when using the app on the phone. What is the first step the BA should take to help resolve the issue? A. Create a new page layout for the phone. B. Use performance analyzer to view the assessment. C. Confirm steps to reproduce the issue.
C. Confirm steps to reproduce the issue.
6. As a 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 helps testers determine the most efficient way to validate solutions. B. It defines technical specifications early in the process. C. It saves time when prioritizing and implementing functionality.
C. It saves time when prioritizing and implementing functionality. https://trailhead.salesforce.com/content/learn/modules/user-story-creation/learn-about-user-stories
18. The product development team at NTO is creating a process within SF to onboard new retail employees. The BA creates a current state process map by interviewing a few members of the onboarding team using email questionnaires. After presenting the process map to the entire onboarding team, the BA receives feedback that it is incorrect. What should the BA do to provide the product development team with more accurate information about the onboarding team's process? A. Review survey feedback again to better understand pain points in the existing onboarding process. B. Conduct individual interviews with each team member to gather more information about the existing onboarding process. C. Meet with key project stakeholders in a live workshop to build consensus on the current and desired onboarding processes.
C. Meet with key project stakeholders in a live workshop to build consensus on the current and desired onboarding processes.
57. NTO wants to leverage the power of Sales Cloud to implement its lead-to-cash process. A BA is tasked with understanding NTO's current processes, identifying areas of improvement, and communicating it effectively to stakeholders. What should the BA use to accomplish the goal? A. Change management B. Business analysis plan C. Process mapping
C. Process mapping
50. CK has an existing implementation of SF. A BA wants to understand details about the SF environment: Custom apps - Active SF Sites - Active flows - Custom tabs - Visualforce pages Which path should the BA take to find this information? A. Conduct stakeholder interviews. B. Read business process documentation. C. Review configuration settings.
C. Review configuration settings.
47. The BA at UC wants to understand why UC failed to meet a deployment date for its product go live while following the Agile process. According to the BA's research, the developers lacked a sense of the work in progress and the intended goal of that work, and the QA team was unable to clearly test the functionality based on a given persona. Which step should the BA take next? A. Create a SWOT (strength, Weakness, Opportunity. Threat) analysis to understand why development and testing took more time. B. Move the deployment date out so the teams have more time to work. C. Review the user stories to ensure they are small, testable, and valuable.
C. Review the user stories to ensure they are small, testable, and valuable.
83. A BA at UC has been assigned to a SF 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
C. Stakeholder analysis
21. At the start of a new Agile development project, the UC product owner asked the BA to clearly define the intended results of the work based on stakeholder needs. The development and implementation teams will use the intended results to plan product decisions. The definition should avoid assumptions and focus on stakeholder value. Which element should the BA choose to define the intended results? A. Epics B. Requirements C. User stories
C. User stories
52. The BA at NTO 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
54. A BA at NTO is mapping a workflow process to onboard a new user group to a Service Cloud implementation. Which level of detail should the BA use for the process map and why? A. Simple — A high-level overview of the process Is sufficient to show a new user experience. B. Somewhat detailed — Since the process will be repetitive, new users will learn and remember the details. C. Very detailed — It should be prescriptive for new users following an unfamiliar process.
C. Very detailed — It should be prescriptive for new users following an unfamiliar process.
84. The BA at UC is writing user stories to support the SF implementation for the sales operations division. There is a request for visibility into the sales reps' pipeline so they can see their revenue. Which missing component is necessary to finish this user story? A. When B. Why C. Who
C. Who
4. A BA at NTO is preparing for a UAT session for a global Sales Cloud project. What should the BA do to engage the business most effectively during UAT? A. Hand off ownership for writing, reviewing, and executing UAT scenarios, providing feedback, and approval for release to business stakeholders. B. Work with quality assurance analysts to collaborate in writing, reviewing and executing UAT scenarios, providing feedback, and approval for release. C. Work with business stakeholders to collaborate in writing, reviewing, and executing UAT scenarios, providing feedback, and approval for release.
C. Work with business stakeholders to collaborate in writing, reviewing, and executing UAT scenarios, providing feedback, and approval for release. OR B. Work with quality assurance analysts to collaborate in writing, reviewing and executing UAT scenarios, providing feedback, and approval for release.f