Salesforce Certified Business analyst exam
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 than20%. 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 submitt
A. A sales manager wants to be notified when a contract has been submitted with a discount greater than20% so the manager can approve or decline a discounted price.
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
A business analyst (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 monitor the sales team's performance B. Able to click the Run button on sales reports C. Able to view the sales team's reports
A. Able to monitor the sales team's performance
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 shoul
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.
A new business analyst (BA) wants to follow the correct order of phases in the implementation lifecycle on a Salesforce project.How should the BA approach the project? A. Analyze, build, operate, deliver B. Analyze, build, deliver, operate C. Analyze, operate, build, deliver
A. Analyze, build, operate, deliver
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
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. TTie sales team doubts the new tool will meet their needs and is concerned it will be difficult to use. The business analyst (BA) assigned to the project knows the stakes are high to get the right solution in place.Using their influen
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 IdeaExchage that directly addresses this requirement. The idea is in beta testing and will generally available in the next release.What should t
A. Ask the support manager to wait until the idea is released.
The business analyst (BA) at Universal Containers is meeting with business leaders to elicit and document functional requirements specifications related to its new Salesforce implementation. The BA will also document the functionality this system should provide so it can be developed into a work item.What is the name of this documentation type? A. Business analysis plan B. Use case C. User story
A. Business analysis plan
Which element of the storytelling process for UX is described here: "A hurdle that makes it difficult for your heroes to succeed on their journeys." A. Challenge B. Monster C. Victory D. Helper
A. Challenge
At Universal Containers, a business analyst (BA)r solution architect, lead developer, quality assurance lead, and other team members need access to user stories as part of the Agile lifecycle of enhancements to a Marketing Cloud integration project.What should the BA do to give all team members access and visibility to the most recent user stories as the project is in motion? A. Define a common repository to hold all user stories and track changes over time. B. Allow each team member to merge
A. Define a common repository to hold all user stories and track changes over time.
Which step should a business analyst take to establish credibility and covert empathy with stakeholders during discovery sessions for a new Experience site? A. Describe work with other companies that has solved similar problem. B. Ensure the workshop schedule consider tome zone and language differences. C. Reiterate the project objectives and the KPIs that will be tracked.
A. Describe work with other companies that has solved similar problem.
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
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. Strategy Analysis C. Stakeholder Analysis Hide answers/explanations
A. Enterprise Analysis
At Cloud Kicks (CK), the marketing director's management style is results-driven. CK uses scrum methodology when developing improvements to its Salesforce org. The director requests urgent enhancements in the middle of a sprint that require changes by the development team, The director believes their needs are of the highest importance.What should the business analyst do when disruptions to the project occur? A. Focus on the agreed upon deliverables instead of the new requests to prevent overal
A. Focus on the agreed upon deliverables instead of the new requests to prevent overallocation of resources.
The sales teams at Universal Containers (UC) want to add a custom field to a page layout. The IT manager reminds the business analyst (BA) that UC uses the Application Lifecycle Management (ALM) process. The addition of the custom field and subsequent release to everyone in the organization must follow this process.What is the first step in the ALM process that should be taken? A. Gather requirements and analyze them. B. Obtain a change order from the customer. C. Add a custom field to a pag
A. Gather requirements and analyze them.
Universal Containers is working to improve Salesforce adoption. Customer reps are utilizing many Salesforce features in the org, but sales reps are still relying on their personal spreadsheets.What should the business analyst do to better understand the sales reps process in order increase Salesforce adoption? A. Host Focus group, conduct surveys, and shadow the sales reps to observe the tools they use and how the use them. B. Run reports based on usage to see where the sales reps are spendin
A. Host Focus group, conduct surveys, and shadow the sales reps to observe the tools they use and how the use them.
The business analyst (BA) is preparing for user acceptance testing (UAT) for Northern Trail Outfitters' 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. Schedule deployment. C. Gather business requirements.
A. Identify power users.
Which Salesforce standard license can be given to someone who need access only identity services, such as single sign-on (SSO)? A. Identity Only B. Lightning Platform C. SSO License D. Salesforce License
A. Identity Only
The project team at Cloud Kicks is under a tight deadline to implement a new Service Cloud feature. The business analyst, BA) has received feedback from the customer that the existing functionality is difficult to use. The BA wants to better understand the customers pair points before writing requirements Which document should the BA use? A. Journey map B. Process map C. Capability map
A. Journey map
Cloud Kicks (CK) needs to implement an event management system within Salesforce. After researching potential solutions, a managed package meets the majority of CK s business requirements. However, the CRM director has expressed a desire to heavily customize an open source solution.Which benefit of using a managed package versus an open source solution should the business analyst share to help the CRM director make a decision? A. Managed packages are easily customizable to meet CK's exact requ
A. Managed packages are easily customizable to meet CK's exact requirements.
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 has completed the user acceptance testing (UAT) phase of a major update to Sales Cloud for its EMEA sales team.How should the business analyst help the EMEA sales team learn the new features? A. Organize user groups by permission set and train each team. B. Document key changes and gather feedback to update the backlog. C. Build tooltips and discoverable content in the new console layouts.
A. Organize user groups by permission set and train each team.
The North American (NA) sales team wants to add a set of new fields and delete several fields from the Account object. During requirements gathering, the business analyst (BA) discovers the fields are actively being used by the EMEA team.Which step should the BA take next? A. Refine the requirements to accommodate, both teams. B. Focus on the NA team's requirements. C. Start another project to address the EMEA team's requirements.
A. Refine the requirements to accommodate, both teams.
The business analyst (BA) at Cloud Kicks (CK) has been tasked with optimizing CK's lead process. In the weekly sales meeting, the BA outlines the project and asks for input. A new entry-level employee reaches out multiple times with ideas and suggestions for improvements.What should the BA do when responding to the new employee's input? A. Schedule a one-on-one meeting with the new employee to get an alternative perspective from a beginner's mind. B. Acknowledge the new employee's ideas while
A. Schedule a one-on-one meeting with the new employee to get an alternative perspective from a beginner's mind.
Northern Trail Outfitters (NTO) is working with an implementation partner to transform its customer support team with Service Cloud. A new business analyst (BA) who is a replacement from the partner was introduced to NTO stakeholders during the discovery phase of the project. The new BA is still getting to know each of the stakeholders when they start the requirements workshop. The BA asks a stakeholder a discovery question and they seem irritated.What should the BA do to build trust with the st
A. Set up a casual meeting to create a personal connection with the stakeholder.
The Business analyst (BA) at Northern Outfitters (NTO) has gathered preliminary functional requirements for an upcoming Salesforce 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. Stakeholder analysis B. Business analysis plan C. Current state analyst
A. Stakeholder analysis
Over the past month, a business analyst (BA) has worked with various stakeholders at Cloud Kicks to document requirements for an upcoming Tableau implementation. A stakeholder suggested a revision to the requirements. The BA sent the updated requirements to the stakeholders and they signed off.Where should the BA track this milestone? A. Statement of work B. Change log C. Sprint plan
A. Statement of work
Universal Containers (UC) uses a Salesforce 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 business analyst (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. System admin and project manager B. Power users and top sales earners C. Executive sponsors and sales leadership
A. System admin and project manager
Cloud Kicks wants managers to be able to approve time-off requests in Salesforce. A business analyst (BA) wrote the following:User Story."As a manager, I want to communicate the status of time-off requests with employees so that I can increase employee satisfaction.'* A manager can change the status of the request* A manager can send a comment to the employee about their request.* The solution must be intuitive.Why does the BA need to make a change to improve the user story' A. The acceptance
A. The acceptance criteria is too vague.
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 project manager for a new project at Northern Trail Outfitters (NTO) wants the business analyst (BA) to obtain alignment on goals and strategies across NTO's organization, using NTO's documentation, the BA begins to understand NTO's strategies but needs more information.Which methodology should help the BA obtain the required information? A. V2MOM (Vision. Values, Methods, Obstacles, Measures) B. RACI (Responsible, Accountable, Consulted, Informed) C. SMART (Specific, Measurable, Achieva
A. V2MOM (Vision. Values, Methods, Obstacles, Measures)
Universal Container (CU) has brought in a business analyst to help implement an expensive AppExchange product in its Salesforce org to optimize the sales pipeline. The BA is free to speak to anyone at UC to gather the information they need to ensure success. The BA decides to speak to the stakeholders who are most impacted.Which key stakeholder should the BA speak to first? A. VP of sales B. Sales Users C. IT leaders
A. VP of sales
A business analyst (BA) at Northern Trail Outfitters 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. Very detailed-It should be prescriptive for new users following an unfamiliar process. B. Somewhat detailed-Since the process will be repetitive, new users will learn and remember the details. C. Simple-A high-level overview of the process is sufficient to show a new user experie
A. Very detailed-It should be prescriptive for new users following an unfamiliar process.
The business analyst at Universal Containers is writing users stories to support the Salesforce implementation for the sales operations division.There is a request for visibility into sales rep' pipeline so that can see their revenue.Which missing component is necessary to finish this user story? A. Who B. Why C. When
A. Who
A business analyst (BA) at Cloud Kicks is preparing for a user acceptance testing (UAT) session to release a record-triggered flow that notifies account and opportunity owners once a quote has been accepted.What should the BA do during UAT to ensure the solution meets the requirements? A. Work with subject matter experts to perform UAT in a sandbox. B. Work with the solution architect to perform unit testing in a sandbox. C. Work with the quality assurance (QA) team to perform UAT in a sandbo
A. Work with subject matter experts to perform UAT in a sandbox.
he 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
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
In which of the following app markets CANT the Salesforce App be found? A. Google Play B. AppExchange C. App Store
B. AppExchange
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.
B. Assign a bug to the development team.
Universal Containers is planning to implement Commerce Cloud to sell more products. The business analyst working on this project has gathered requirements and is translating them into user stories.What should the user story focus on? A. Sales margins B. Customer experience C. Product functionality
B. Customer experience
Northern Trail Outfitters is undergoing a Service Cloud implementation and has decided to use the Scrum methodology for the implementation. A business analyst (BA) received an urgent, high-priority change request m 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 stones and add the change request to the current sprint. C. Begin working on the change request as soon as the team
B. De-prioritize some user stones and add the change request to the current sprint.
The sales team at Cloud Kicks is rolling out a new sales methodology. To incorporate the requested changes, the business analyst working with the technical team identifies several integrations that touch the Opportunity object and could be impacted by the changes. The project manager wants the solution to include unit testing, code reviews, and functional testing.What does the project team need to agree upon to ensure the work is ready to be deployed? A. Entity relationship diagram B. Definiti
B. Definition of done
The user acceptance testing (UAT) of a solution has passed. During the code review process, a technical team found that the Apex code fails to meet Salesforce coding standards which makes it challenging to maintain over the long term and may create performance issues. The business analyst has identified this as an issue that prevents deployment to production.Which principle of Agile methodology does this violate? A. Sprint retrospective B. Definition of done C. Iterative development
B. Definition of done
The business analyst (BA) at Northern Trail Outfitters recently configured a feature on Opportunities for the sales team. The BA plans to gather feedback from a small group of end users before rolling out the feature to the entire company.What should the BA do to present this information? A. Share user stories about the feature. B. Demo the new feature. C. Create a feature manual.
B. Demo the new feature.
In what phase of the four application lifecycle milestones does this action belong? Communicate Changes, Update Profiles and Communicate end of Changes. A. Build B. Deploy C. Test D. Plan
B. Deploy
Cloud Kicks (CK) has expressed concerns about the distribution process for a new line of shoes, because the company consistently misses its targeted delivery dates. CK asks the business analyst (BA) to uncover the issue and propose a business solution.What should the BA do next? A. Review future state distribution processes for CK. B. Explore how retailers similar to CK handle distribution. C. Shadow an operations team member at the CK distribution facility
B. Explore how retailers similar to CK handle distribution.
The business analyst (0A) at Universal Containers has met with stakeholders and is using the waterfall methodology to capture requirements for Sales Cloud enhancements for a future product release.What is the next step for the BA to take before build can begin? A. Define the minimal viable product. B. Get approval and signoff on the requirements. C. Schedule sprint planning meetings.
B. Get approval and signoff on the requirements.
Universal Containers is transitioning to Slack as its internal communication tool and is ready to release.What is the final step that a business analyst should perform during the user acceptance testing process that would ensure a "go" decision? A. Complete development on bugs discovered during this phase. B. Get written sign-off from all business stakeholders. C. Conduct a final retrospective meeting with the project team.
B. Get written sign-off from all business stakeholders.
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 bus
B. Give a perspective from a relatable persona that shows the development team can solve their business challenges.
The Salesforce project team at Universal Containers is reviewing a backlog of user stories to add to an sprint.The team is unsure of which story to begin working on.What should the business analyst do to help with prioritization? A. Verify acceptance criteria. B. Identify dependent components. C. Delete the definition of done
B. Identify dependent components.
The lead business analyst (BA) at Cloud Kicks 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 the V2MOM structure B. Include who, What, and why C. Include technical details
B. Include who, What, and why
Cloud Kicks will launch a new customer experience portal. During discussions with the VP of customer service, a business analyst (BA) recorded the following:* All logins must use multi-factor authentication (MFA).* Portal pages should load within 2 seconds.How should the BA document the items? A. functional requirement B. Non-functional requirement C. User story
B. Non-functional requirement
Cloud Kicks is a rapidly growing company and has just expanded its team to include a business analyst (BA).The IT directory has asked the BA to use application Lifecycle Management (ALM) for all Salesforce development projects.Which step of the ALM cycle requires the BA to study current business process gather requirements, and analyze them? A. Test B. Plan C. Build
B. Plan
Cloud Kicks (CK) wants to redefine its lead-to-customer business process. CK wants to unify the interactions between sales, marketing, and customers to provide a more seamless experience. The business analyst (BA) need to create a visual representation that includes the steps and inputs from both sales and marketing.Which tool should the BA use to capture all launches of the current state? A. Journey Mapping B. Process Mapping C. Whiteboarding
B. Process Mapping
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 proj
B. Reprioritize existing and new user storks to place the stories into each sprint of the project. Return an equivalent: amount of lower priority work to the project backlog
Which type of process diagram should the business analyst use at the beginning of a Salesforce project to outline high-level process areas such as "Prospect to Contract? A. Capability model B. SIPOC (Suppliers, Inputs, Process, Outputs, Customers) C. Value stream map
B. SIPOC (Suppliers, Inputs, Process, Outputs, Customers)
Northern Trail Outfitters (NTO) wants to discuss an enhancement to Campaigns with the engineering, marketing, and sales teams. The changes involve detailed integration between systems that will be used by WTO's customers. The business analyst (BA) needs to complete the org impact analysis.Which reference should the BA consult to understand the integration pattern? A. Salesforce Solution Kits B. Solution Architecture Diagram C. Business Requirements Document
B. Solution Architecture Diagram
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 AT should have been performed with enough time to resolve bugs in the new feature B. The UAT s
B. The UAT should have been performed with both peak load and average load simulation.
A business analyst JBA) for Northern Trail Outfitters (NTO) is reviewing the business backlog and determines that many of the requirements would require custom code that is expensive and hard to maintain. The BA knows that the backlog should be prioritized by people who have knowledge of the features and functionary of the Salesforce Platform.Who should own the process of prioritizing the business backlog? A. The third-party implementation team, with support from the internal technology teams
B. The business teams affected, with support from the internal technology teams who understand ways to maximize Salesforce's declarative features
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 stats to close to reduce the time spent on each case.Which mistake did the BA make when writing this user story? A. The incorrect persona was used in
B. The story included feature- specific language.
Universal Containers is nearing the launch date for its new Salesforce Loyalty Management program. The business analyst (BA) has ensured the user acceptance testing (UAT) plan has the proper test scripts.What is another important item the BA should look for in the UAT plan? A. Estimated cost B. Timelines C. Process maps
B. Timelines
The project team at Universal Containers has started to review the existing Salesforce manufacturing solution that has low adoption and a variety of customization including custom objects, custom fields, renamed standard fields.What should the business analyst recommend to the project team to increase understanding when documenting requirements, process and potential solutions? A. Use customer terminology and language. B. Use industry terminology and language. C. Use Salesforce terminology a
B. Use industry terminology and language.
Sales managers at Northern Trail Outfitters (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 business analyst (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
B. Use performance analyzer to view the assessment.
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.
Universal Containers is developing a new case management solution in Salesforce. The business analyst has started writing user stories to capture feature needs. One user story is: The customer care representative wants to take ownership of new cases and communicate with customers so they can provide high-touch customer experiences." Which component of the user story is "provide high-touch customer experiences?" A. Where B. Why C. Assumption
B. Why
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 he 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.
Which of the salesforce app providers will be able to unlock a locked user with their phones? A. All of them. B. iOS (App Store) C. Only those that download the app from the App Exchange. D. Android (Google Play)
B. iOS (App Store)
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 us
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.
Cloud Kicks has moved into the quality assurance (QA) phase of Salesforce product configuration and extension. The QA team is now trying to confirm it has delivered value to stakeholders based on business requirements. The team is asking questions such as, "Did we build the right product?'' and "Did we build the product right?" Which element should the business analyst use to help the QA team validate that the product fulfilled the requirements without ambiguity? A. Process maps B. User stori
C. Acceptance criteria
Universal Container (UC) is implementing Sales Cloud. The business analyst (BA) assigned to the project wants to the project wants to become a trusted advisor to UC stakeholders.What are some communication best practices a BA should follow to help achieve this goal?What are some communication best practices a BA should follow to help achieve this goal? A. Ask each project team member to complete a survey, create a project plan, and delegate roles and responsibilities to stakeholders. B. Outli
C. Ask questions and document the answers, make suggestions based on previous project success, and provide a meeting agenda period to each session
The business analyst (BA) at Universal Containers is preparing for user acceptance testing (UAT) for an Experience Cloud implementation.Which people should participate in UAT? A. Business users, project manager, key stakeholders B. BA, project manager, key stakeholders C. BA, business users, key stakeholders
C. BA, business users, key stakeholders
Cloud Kicks needs to revamp its support process to improve the customer experience and has asked the Service Cloud team to collaborate with the business analyst (BA). The BA has scheduled an initial live process mapping session with all stakeholders and received the following calendar responses: What should the BA do? A. Hold a one-on-one diagram session with each stakeholder before the workshop. B. Proceed with the workshop as scheduled with the stakeholders who are available. C. Cancel the
C. Cancel the workshop and reschedule it to a date when ail stakeholders ace available.
Universal Containers has kicked off a project focused on transforming its customer service department using Service Cloud. During onboarding, the project manager shared the following process maps with the business analyst (BA):Case Creation* Case Triage* Case Assignment* Case Management* Case ClosureWhich key attributes should the BA look for when reviewing the process maps? A. Audiences, scope, inputs, outputs, and resources B. Cost, timeline, risks, requirements, and opportunities C. Case
C. Case sources, types, volumes, priorities, and reasons
Support managers at Cloud Kicks have received urgent feedback from staff that record pages are slow to respond and users and growing frustrated. The business analyst (BA) has been asked to evaluate to determine which pages are being accessed most frequently and which pages are the slowest to load.What is the first step the BA should take to help resolve the issue? A. Update page layouts in production. B. Create a test plan for each web browser. C. Confirm steps to reproduce the issue.
C. Confirm steps to reproduce the issue.
The Salesforce information technology (IT) team has built a solution in a sandbox for a cross-functional project to implement Customer 360. It is time for user acceptance testing (UAT).What is a business analyst's role during UAT? A. Assist in building the requirements using standard functionality so IT can focus on code-related scenarios. B. Document user stories and clarify business needs so IT can deliver results based on the requirements. C. Coordinate stakeholder participation and notify
C. Coordinate stakeholder participation and notify the team when scenarios fail so IT can solve potential problems prior to go live.
A group of business analysts (BA) at Universal Containers have been working with different teams of stakeholders on eliciting requirements for a new Salesforce app. The BAs have gathered and documented all of the information in a central location. Upon review of the requirements, the BAs discovered that changes made to the documentation were overwritten by each other, and they will lose time recapturing them.What should the BAs do differently to prevent this error from happening? A. Each BA sho
C. Each BA should use a shared system that has version control.
Northern Trail Outfitters (NTO) has moved its inventory systems to Salesforce to track the clothing it manufactures and sells. As a part of this project, NTO wants to implement several features which will also improve how its inventory is restocked. In order to manage the discovery phase of the project, the project team plans to hire a business analyst (8A).What should a BA do to be successful during the first phase of the project? A. Elicit requirements, build automation, and deploy a solution
C. Elicit requirements, create flows and process diagrams, and understand business analytics.
During the discovery phase of a Salesforce project, which types of analyses should a business analyst typically perform? A. Financial, Technical, Operational B. Technical, Stakeholder, Enterprise C. Enterprise, Strategy, Stakeholder
C. Enterprise, Strategy, Stakeholder
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 requirem
C. Gather requirements and then note the proposal solution.
The business analyst at Cloud Kicks is using a checklist to assess the quality of user stones for an upcoming Experience Cloud implementation.Which characteristics make a user story successful? A. Clean Direct, Concise, Cross Functional, Configurable B. Actionable., Concise, Testable, Solution-oriented, Defined C. Independent, Negotiable, Valuable, Estimable. Small, Testable
C. Independent, Negotiable, Valuable, Estimable. Small, Testable
A business analyst (BA) at Northern Trail Outfitters (NTO) is assigned to a project to help revamp n process.The current process used by the sales team is different than the process outlined in NTO's documentation.Which step should the BA take first? A. Create an Entity Relationship Diagram (ERD) of the current state. B. Meet with stakeholders as a group to capture future requirements. C. Meet with stakeholders as a group to understand the current state.
C. Meet with stakeholders as a group to understand the current state.
Which users will be able to reset a Single Sign-On user Password? A. The SSO Manager B. Users above the SSO user in the role hierarchy. C. Only the Admin D. Admin and Users with the right permission sets.
C. Only the Admin
The business analyst (BA) needs to identify collaborators for the current Salesforce CPQ project. The documentation has already been analyzed.What is another important step the BA should take to identify the correct decision makers? A. Survey the business units. B. Create a stakeholder wheel. C. Prepare a RACI matrix.
C. Prepare a RACI matrix.
The Sen/ice Center at Universal Containers (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 business analyst (BA) to visually illustrate the lifecycle.Which document should the BA create? A. Journey Map B. Heat Map C. Process Map
C. Process Map
Universal Containers is integrating its enterprise resource planning (ERP) with Salesforce to gain inventory visibility for the sales team. One of the user stories for this project is: ''As a sales rep, I want to be able to find containers dose to my customer so I can tell them which products they can receive quickly- Which acceptance criteria is most appropriate for this story? A. Sales rep can see the inventory closest to a customer with a quick action. B. As a sales rep, I see the Inventor
C. Sales rep can see the inventory closest to a customer
The business analyst (BA) at Cloud Kicks is having a hard time documenting a user story to change an existing Opportunity flow for sales users. The architect expressed their concerns to the BA that they lack a comprehensive list of the components that will be affected by the updated flow.Which best practice should the BA follow? A. Write the user story without making any assumptions about how it will be implemented or which components are affected. B. Ask the development team to investigate an
C. Schedule additional discovery sessions with the sales users to understand what will be impacted by the changes.
The VP of sales at Clod Kicks wants to streamline the lead qualification process to improve the team's productivity and help them reach their target goals. A business analyst (BA) has been assigned to the project to identify the disconnect between the sales and marketing teams' definition of a qualified lead?What should the BA focus on? A. Mapping historical leas data from each team and building charts to highlight similarities B. Evaluating team' skill and experience to determine how they ca
C. Scheduling and all-day collaboration workshop with both team to resolve their differences
Northern Trail Outfitters follows an Agile methodology for its Marketing Cloud projects. The project team creates several types of documents.Which document should a business analyst use to .capture the software and behavioral requirements of the application? A. Scope statement specification B. Functional requirements specification C. System requirements specification
C. System requirements specification
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 se
C. The ''what'' of the acceptance criteria is negotiable.
A business analyst (BA) at Universal Containers (UC) has been asked to evaluate a business process at a high level and in detail, while also keeping regulatory considerations in mind. Management wants to use the output from the BA's evaluation to inform decisions about UC's future implementations of Sales Cloud and Service Cloud.What should the BA use for their evaluation? A. Cross-functional flowchart B. Entity Relationship Diagram (ERD) C. Universal Process Notation (UPN)
C. Universal Process Notation (UPN)
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 stones decrease the need for collaboration within a prod
C. User stones translate requirements in a way that shows a product's value to the end user.
The Salesforce project team at Cloud Kicks is about to start a project that crosses sales and service teams. The business analyst (BA) has been tasked with writing user stories with the teams in a workshop.What should the BA keep in mind during the process? A. User stories encourage iterative development. B. User stories specify which technical components are impacted. C. User stories are fixed upon stakeholder approval.
C. User stories are fixed upon stakeholder approval.
Which of the following User Management terms is best described by this definition: " Record created to identify a new employee that starts accessing Salesforce" A. Profiles B. Salesforce characters C. Users D. Roles
C. Users
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 c
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 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 t
C. Work will begin when capacity becomes available
Which permission is required to create, delete, refresh or activate a Sandbox? A. Sandbox Editor B. Environment Manager C. System Administrator D. Manage Sandbox
D. Manage Sandbox
Up to how many Profiles can a User have? A. Up to 3 B. The Administrator can have up to 3, normal users only 1. C. As many as required. D. Only 1
D. Only 1
