Business analyst

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

The business analyst is working with a stakeholder on a Salesforce 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. 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. B. 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 25% or more. C. 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%

A. 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.

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.

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.

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

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.

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. The 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.

Universal Containers has a Salesforce Knowledge base solution; however 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 option, the business analyst (BA) noticed an idea in the Salesforce IdeaExchange that directly addresses this requirement. The idea is in beta testing and will 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 Salesforce 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.

Universal Containers uses Kanban to complete its Salesforce development. In the middle of a sprint, the sales manager submits an important item to the team. What should the business analyst 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.

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. BA, business users, key stakeholders B. Business users, project manager, key stakeholders C. project manager, key stakeholders

A. BA, business users, key stakeholders

Cloud Kicks (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 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.

Northern Trail Outfitters (NTO) is undergoing a Salesforce implementation for Service Cloud. The business analyst is currently 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

Cloud Kicks (CK) recently decided to transition its business from spreadsheets to a Salesforce solution. CK leaders are excited about the capabilities of Salesforce. Each leader has different ideas about how the platform should be implemented. CK has hired a business analyst (BA) to help define and manage the implementation. What should the BA do in the first discovery meeting with stakeholders? A. Collaborate with stakeholders to examine and define CK's purpose, customers, metrics, and overall business to inform project direction and vision. B. Discuss and document specific pain points in existing processes to inform future project requirements. C. Preview potential Salesforce solutions and collect feedback from stakeholders on each option to inform the direction of the project.

A. Collaborate with stakeholders to examine and define CK's purpose, customers, metrics, and overall business to inform project direction and vision.

Northern Trail Outfitters is implementing Marketing Cloud. Stakeholders are having a difficult time conceptualizing how Marketing Cloud uses insights to create journeys. The Business analyst (BA) has been asked to show stakeholders how it works so the implementation project can move forward. Timelines are two tight to present a demo, and approval from stakeholders is needed soon in order to keep the project on track. What should the BA do to help stakeholders visualize how it will work? A. Create a UPN (Universal Process Notation) diagram. B. Build a capability model. C. Schedule a storyboarding session.

A. Create a UPN (Universal Process Notation) diagram.

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

A. Current state analysis

A business analyst (BA) is working with the support team at Cloud Kicks (CK) on a Service Cloud implementation. The BA has decided to create a process map to understand CK's current merchandise return process. What are the top three benefits of creating a process map? A. Engages stakeholders, identifies improvements, and starts the change process B. Builds accountability, increases revenue, and decreases overall time spent on requirements C. Identifies improvements, decreases project costs, and starts the change process

A. Engages stakeholders, identifies improvements, and starts the change process

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

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

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.

A. Functionality on interconnected objects should be part of UAT.

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 to increase Salesforce adoption? A. Host Focus group, conduct surveys, and shadow the sales reps to observe the tools they use and how they 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 they use them

Cloud Kicks has invited stakeholders from multiple departments and roles to participate in its latest Salesforce project. Each stakeholders 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 business analyst 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.

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.

Cloud Kicks uses declarative change set development to deliver its Salesforce customizations. The business analyst (BA) works with the technical leads on the project to track changes that require manual migration. Which resources should the BA use to determine which changes must be made manually in each environment? A. Metadata coverage report B. Object Schema Builder C. Setup Audit Trail

A. Metadata coverage report

The business analyst (BA) at Cloud Kicks has been interviewing customer service team members who use Service Cloud to understand the steps they take to complete their daily work. The BA is working on a solution to improve their productivity by identifying each step and documenting its purpose. Which type of requirement documentation is the BA using in this scenario? A. Process mapping B. Value stream mapping C. Data modeling

A. Process mapping

During a sprint grooming session for the Sales Cloud implementation at Cloud Kicks, the development team mentions the step "Code Review by Technical Architect" listed within the acceptance criteria needs to be adjusted. Which location should the business analyst move this item to? A. Project plan B. Definition of done C. Pull request template

A. Project plan

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

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

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)

As a part of discovery, the business analyst (BA) at Universal Containers is trying to understand how Salesforce was implemented. What should the BA utilize to help uncover any technical constraints or potential problems in a Salesforce implementation? A. Salesforce Optimizer B. Setup Audit Trail C. Reports and Dashboards

A. Salesforce Optimizer

Northern Trail Outfitters is getting ready to enter the user acceptance testing (UAT) phase of its latest Salesforce project. The business analyst (BA) plans to solicit and document sign-offs from the business as part of the UAT process. Which sign-offs should the BA seek? A. Test cases to implement, individual test case functionality, and final go live date B. Test cases to implement, user stories, and final go live date C. Functional requirements, individual test case functionality, and final go live date

A. Test cases to implement, individual test case functionality, and final go live date

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.

Cloud Kicks is Implementing cases to handle its growing volume of customer inquiries. The business analyst (BA) on the implementation has 2 years of experience with Service Cloud, This is one of the user stories the BA wrote for the implementation: A customer service representative wants to use Salesforce Macros to update notes and change the case status to closed to reduce the time spent on each case. Which mistake did the BA make when writing this user story? A. The story included feature-specific Language. B. The incorrect persona was used in the story. C. The story explained the value to the user,

A. The story included feature-specific Language.

The business analyst at Universal Containers is helping the team transition from workflow rules to flows. The work has been built and it is time to kick off user acceptance testing (UAT). What is the goal of UAT? A. To ensure what was originally requested is being delivered B. summarize the overall ask and determine what is in scope C. To identify acceptance criteria with pass/fail indicators

A. To ensure what was originally requested is being delivered

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.

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.

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

A business analyst (BA) is compiling a list of subject matter experts to consult throughout the discovery for a new Service Cloud implementation. What is the primary value of the BA speaking with customer service reps? A. Validating current processes B. Estimating the project cost C. Building solution design consensus

A. Validating current processes

A business analyst has been asked to evaluate all of the reporting tools that Universal Containers (UC) currently uses, including CRM Analytics, to identify gaps and overlaps in functionality. Which tool would help UC understand the existing functionality. A. Value stream map B. Capability model C. Process map

A. Value stream map

The business analyst (BA) at Universal Containers 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. journey Mapping B. Survey /Questionnaire C. Focus Groups

A. journey Mapping

An executive stakeholder at Northern Trail Outfitters (NTO) wants to explore automating NTO's Quote-to-Cash process and has asked the business analyst (BA) to pull together some high-level information on possible solutions. Which type of document should the BA present to the stakeholder? A. SIPOC (Suppliers, Inputs, Process, Outputs, and Customers) map outlining the Quote-to-Cash process B. A capability map detailing the functionality of Salesforce and AppExchange Quote-to-Cash products C. A business process map detailing the existing step-by-step Quote-to-Cash process

B. A capability map detailing the functionality of Salesforce and AppExchange Quote-to-Cash products

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

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

B. Analyze, build, deliver, operate

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.

A project is in the user acceptance testing phase of a Sales Cloud implementation at Universal Containers. The business analyst (BA) is coordinating the test case execution and supporting the testers. One of the testers fails a test case because they were unable to see a custom field identified in the directions. The BA has reviewed the details of the failed test case and compared the expected outcome to the requirements. What should the BA do next? A. Assign the test case to another tester. B. Assign a bug to the development team. C. Attempt to reproduce the issue.

B. Assign a bug to the development team.

The business analyst (BA) at Universal Containers has been capturing the requirements for a major Sales Cloud release. An admin has been deploying the resulting system changes. The quality assurance (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. Provide detailed test cases to validate the functional requirements. B. Associate each set of metadata changes to the corresponding user story C. Involve the stakeholders in the business requirements gathering sessions.

B. Associate each set of metadata changes to the corresponding user story

Universa!Containershaskickedoffaprojectfocusedontransformingitscustomerservicedepartmentusing Service Cloud. During onbearding, the project manager shared the following process maps with the business analyst (BA): * Case Creation Case Triage* Case Assignment ® Case Management * Case Closure Which key attributes should the BA look for when reviewing the process maps? A.Cost,timeline,risks,requirements,andopportunities B. Case sources, types, volumes, priorities, and reasons C. Audiences, scope, inputs, outputs, and resources

B. Case sources, types, volumes, priorities, and reasons

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.

B. Conduct interviews with stakeholders in the order management and fulfillment departments to identify individual pain points and brainstorm process improvement solutions.

The business analyst 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.

A business analyst is using storytelling to communicate the vision for a Salesforce solution to business stakeholders. Which storytelling technique should the BA use in their initial demo of a solution to business stakeholders? A. Highlight a perspective from testing feedback that identifies bugs and pain points in their business challenges. B. Give a perspective from a relatable persona that shows the development team can solve their business challenges. C. Describe a perspective from the business requirements document that addresses architectural concerns based on their business challenges.

B. Give a perspective from a relatable persona that shows the development team can solve their business challenges.

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 customers to hear their experiences in their awn words. Which type of research should the BA use to elicit user stories from UC's customers? A. Behavioral B. Interviewing C. Shadwoing

B. Interviewing

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.

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 they 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

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.

Northern Trail Outfitters (NTO) wants to leverage the power of Sales Cloud to implement its lead to cash process. A business analyst (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. Business analysis plan B. Process mapping C. Change management

B. Process mapping

Northern Trail Outfitters (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 business analyst 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 schedule sprints. B. 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, C. 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.

B. 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

The business analyst (BA) at Universal Containers (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. Move the deployment date- out so the teams have more time to work, B. Review the user stories to ensure they are small, testable, and valuable. C. Create a SWOT (Strength, Weakness, Opportunity, Threat) analysis to understand why development is and testing took more time.

B. Review the user stories to ensure they are small, testable, and valuable.

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

B. Senior leadership, IT leadership, and middle management

Northern Trail Outfitters 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 user acceptance testing (UAT) passed successfully; however, many customers complained of issues when accessing the site. What did the business analyst overlook before recommending that the release go live? A. 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. C. 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.

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.

A business analyst captures the following acceptance criteria for a user story about case reassignment in Service Cloud. • A service manager can click a Reassign button that changes the owner field of the case. • A service manager is able to reassign cases-as part of the mobile experience. • Reassignment functionality can be used on cases that have been auto-reassigned. • Service reps are unable to reassign cases. Which mistake was made? A. The criteria are aligned with the user's goal. B. The criteria include solution information. C. The criteria are small and testable.

B. The criteria include solution information.

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.

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.

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.

The business analyst (BA) at Northern Trail Outfitters 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)

After reviewing a technical demo, the Northern Trail Outfitters sales leadership team wants to make 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.

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.

A business analyst (BA) at Northern 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

A business analyst (BA) at Northern 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

Northern Trail Outfitters has a large Salesforce org with sales, marketing, and billing teams pushingfor 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 theircompeting 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)

Northern Trail Outfitters 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 business analyst recommend Kanban? A. Work is generally project-based and can be broken into smaller pieces. B. Work includes platform support requiring immediate outage handling. C. Work is predictable but sometimes lacks sufficient planning.

B. Work includes platform support requiring immediate outage handling.

The Salesforce team at Cloud Kicks (CK) is reviewing the sales team's business processes. During 4 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. Compares processes against CK's closest competitors B. Proves processes are out of date and require a new solution C. Shows tangible impact from changes to processes

C

The business analyst (BA) at Northern Trail Outfitters is helping to improve the process for handling customer returns using Salesforce. The BA has completed a current state process map to identify areas for improvement. The BA plans to present ideas for a future state return 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 prototype for a specific business outcome B. Detailed technical documentation with annotations C. A story using personas to illustrate potential solutions

C. A story using personas to illustrate potential solutions

Universal Containers has asked a business analyst (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 want to see more details on Closed/Lost Opportunities so I can help the sales team improve close rates. B. As a sales team member, I need additional enablement training and reporting information to help me improve close rates. C. 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.

C. 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.

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 back 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 test case to show it was successfully tested.

C. Acknowledge the feedback, create a new user Story that includes the field changes, and ask the stakeholder to update the existing test case to show it was successfully tested.

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 white boarding 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.

Northern Trail Outfitters 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 business analyst do to improve this user story? A. Estimate how long it will take the technical team to complete the story. B. Include specific information about potential Salesforce solutions. C. Adjust the goal of the user story to be independent.

C. Adjust the goal of the user story to be independent.

Universal Containers (UC) is working 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

C. Ask their supervisor for help immediately

The business analyst (BA) implementing Salesforce at Cloud Kicks is interacting with many different people throughout the company. Some of the subject matter experts (SMEs) are difficult to engage, and the BA is struggling to get the information they need. What should the BA do when they find it difficult to get a response? A. Put extra effort into following up with the SMEs. B. Limit effort to contact the unresponsive SMEs. C. Escalate the concern to the SMEs' manager.

C. Escalate the concern to the SMEs' manager.

Universal Containers has just been notified by authorities that govern the shipping industry of new regulatory requirements. To comply, they are several existing processes built on Salesforce that will need to change. A business analyst (BA) will help describe the additional business needs imports by the new regulations. Which type of document should the BA prepare? A. Audit log B. Current state analysis C. Gap analysis

C. Gap analysis

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.

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.

Universal Containers is setting up a Salesforce email integration for the sales team. Through discovery conversations, the business analyst (BA) learns the operations team also needs email integration in the near future. What should the BA do next? A. Proceed with the sales team's project as planned. B. Start project work for the operations team. C. Include the operations team during discovery.

C. Include the operations team during discovery.

The business analyst at Cloud Kicks 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. 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

Universal Containers is developing a new recurring app utilizing Lightning screen flows. The business analyst (BA) has started writing user stories in a repository. The project lead has edited user stories in the DevOps tool to make them more complete. What should the BA do to understand which user stories were modified? A. Review the approval history. B. Review the change sets history C. Review the version control history.

C. Review the version control history.

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.

C. Shadow an operations team member at the CK distribution facility.

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. Answer: C

C. The ''what'' of the acceptance criteria is negotiable.

The Cloud Kicks business analyst (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 on a daily basis and provides a history of changes B. Tracks changes for the testing team and provides access to user stories C. Tracks changes in real time and provides a single source of truth

C. Tracks changes in real time and provides a single source of truth

Universal Containers (UC) has low adoption rate of its Salesforce solution. UC has hired a new vendor to overhaul its documentation and training process. Needs a business analyst to facilitate this transition. Which set of actions are the most effective business needs from stakeholders? A. send surveys to collect feedback; observe end 'Users; whiteboard incoming requests; and store communication In a centralized location. B. Mock up a design; build a prototype; demonstrate functionality to end users; and collect feedback for Changes. C. Use multiple forms of communication; build trust; show empathy; and get commitment for next

C. Use multiple forms of communication; build trust; show empathy; and get commitment for next

Cloud Kicks has assembled a new product team to launch a brand ambassador partner portal in Experience Cloud. The team is debating various ways to document the requirements. The business analyst recommends writing user stories within the Agile methodology. What is the benefit of creating user stories when documenting project requirements? A. User stories provide specific details about a product early in the development lifecycle. B. User stories decrease the need for collaboration within a product team throughout the project. C. User stories translate requirements in a way that shows a product's value to the end user.

C. User stories translate requirements in a way that shows a product's value to the end user.

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.

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

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 business analyst (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. Communication template B. Business backlog C. Version control

C. Version control

The Salesforce 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 business analyst (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 in the next sprint. C. Work will begin when capacity becomes available

C. Work will begin when capacity becomes available