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SALESFORCE BUSINESS ANALYST EXAMS BUNDLE
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Salesforce Certified Business Analyst Exam Practice - Q & A (Complete Solutions)
Salesforce Certified Business Analyst Exam Practice - Q & A (Complete Solutions) Northern Trail Outfitters (NTO) has acquired a competitor. The agreement... [Show More] 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. What are the business analyst's responsibilities during the analyze phase of the Salesforce implementation lifecycle? A. Complete testing, build training materials, and elicit requirements for the next iteration. B. Create a data dictionary, write end user documentation, and review test scripts. C. Gather business requirements, create process maps, and write user stories. 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 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 Northern Trail Outfitters is starting a project to implement Service Cloud for the customer service department. Which activity should be handled by a business analyst assigned to this project? A. Work with Salesforce to purchase the necessary licenses. B. Manage existing Salesforce applications and activities. C. Understand current business processes and document existing functionality. 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 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 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. Northern Trail Outfitters (NTO) plans to significantly grow its workforce and wants to increase the overall security of its Sales Cloud instance. NTO has previously implemented a complex security solution with organization wide defaults, criteria-based sharing rules, and dozens of user profiles. NTO has asked a business analyst for recommendations on how to proceed. Which aspect of a potential solution is most important for a BA to consider? A. User adoption B. Scalability C. System downtime 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. 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. What should a BA do to be successful during the first phase of the project? A. Elicit requirements, build automation, and deploy a solution, B. Architect a solution, configure a sandbox, and build a proof of concept. C. Elicit requirements, create flows and process diagrams, and understand business analytics. 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 overallocation of resources. B. Ask the project manager for an additional resource to implement the new requests. C. Interpret the requests as guidelines to be used when determining priorities for the upcoming release. Universal Containers just rolled out a new sales methodology and process. A month after the initial training, the manager has noticed some reps have a large number of overdue tasks. The manager is unsure if it's a learning curve or a system issue and has asked the business analyst (BA) to determine the cause and recommend a solution. Which method should the BA use to start collecting data? A. Brainstorming and prototyping B. Observation and interviewing C. focus groups and workshops The Service 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 Cloud Kicks has invited stakeholders from multiple departments and roles to participate in its latest Salesforce project. Each stakeholder's experiences and priorities for the project are different which causes tension within the team and a lack of clarity around project direction. What should the business analyst do to help the team work together more effectively? A. Encourage leadership to share their vision for the project, and ask the larger team to focus feedback only on the key objectives, pain points, and requirements outlined by leaders. B. 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. C. 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 As part of the digital transformation at Cloud Kicks, company leaders have decided to adopt Service Cloud as its CRM platform for customer service and support. Executive directors are supportive of the initiative, but end users are unconvinced and prefer to remain on the current platform. What should the business analyst do to gain the end users' cooperation? A. Respond to end users with empathy and accommodate their needs; translate the end users' needs into technical requirements; and deliver the project to the developers to implement the solution. B. Use an assertive influencing style; demonstrate authority and expertise; outline the project objectives; and make sure end users know that the decision has been made and the time to make changes has passed. C. Identify key stakeholders and develop relationships with them as a trusted advisor; involve stakeholders and end users in the design of the new solution; and act as a liaison between business and technical teams. 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 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 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. 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 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 Cloud Kicks (CK) wants to enhance the user experience for customer service agents on Service Cloud so they can effectively meet their service-level agreements. CK has a vision for the future state, but needs to understand how to achieve it. A business analyst (BA) has been assigned to help with this goal. Which type of document should the BA use to meet the requirement? A. Change management B. Use case C. Gap analysis The Salesforce team at Cloud Kicks (CK) is reviewing the sales team's business processes. During a review session, the business analyst notices that quantifiable benchmarks have yet to be established. Why is it a best practice to establish benchmarks to evaluate existing processes? A. Proves processes are out of date and require a new solution B. Compares processes against CK's closest competitors C. Shows tangible impact from changes to processes The scrum team working on Salesforce projects at Northern Trail Outfitters plans to review the current build with stakeholders to gather feedback. The business analyst will facilitate the meeting. Which type of meeting should be held? A. Retrospective B. Daily stand-up C. Sprint review 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. Cloud Kicks (CK) wants its sales team to use Sales Cloud to decrease its lead conversion time. The business analyst (BA) will analyze and break down CK's typical sales cycle. How can process mapping help the BA get started on this project? A. It can show the relationship between the steps and actions in the sales cycle to communicate and understand the current state, and to identify areas for improvement. B. It can model changes in the current customer experience, analyze each change's potential for impact, and help visualize potential improvements in the sales cycle in advance of the solution design. [Show Less]
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Salesforce Business Analyst 4 Exam - Questions with 100% Correct Answers
Salesforce Business Analyst 4 Exam - Questions with 100% Correct Answers Over the past month, a business analyst (BA) has worked with various stakeholder... [Show More] s 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 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 The development team at Universal Containers is reviewing several stories to be added to the current sprint. The team is having trouble with a particular story about an Opportunity email alert and is unsure about which type of testing is needed. What should the business analyst review and revise to provide more clarity to the team? A. Definition of done B. User persona C. Acceptance criteria 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 The business analyst (BA) at Cloud Kicks is working on improving the company's Service Cloud deployment. The BA wants to leverage Universal Process Notation (UPN) to document the current process. What is one benefit of using UPN in this scenario? A. Complex processes can be documented with 20 or more activity boxes. B. A single activity box can answer Who, What, When, Why, and How. C. Key parts of a process can be easily identified by using different shapes 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 Cloud Kicks leadership wants to use custom code for functionality that can easily be created declaratively in Sates Cloud. The business analyst (BA) has been asked to advise leadership on how these approaches impact their solution options. What is one of the BA's strongest arguments for using configuration over code? A. Configuration leverages multiple programming languages. B. Configuration allows for any level of complexity. C. Configuration provides faster speed to market. A business analyst (BA) at Universal Containers (UC) has been asked to improve the user experience (UX) of marketing employee who manages webinar data. The chief marketing officer (CMO) thinks the UX issues are related to standard Salesforce Campaign functionality that misaligns with UC s business requirements. The BA surveyed the marketing group about their pain points and was surprised to discover that their concerns differ from the CMOs theory about issues with the UX of Campaigns in Salesforce. Which influencing style should the BA use when presenting their findings to the CMO and other stakeholders? A. Collaborative B. Assertive C. Analytical Universal Containers has chosen to leverage Experience Cloud to create an engaging site for its customers. The business analyst (6A) leading this project needs to validate that the requirements meet the goal. What should the BA do to ensure alignment? A. Survey customers to confirm whether the new site meets their requirements. B. Circulate the requirements to stakeholders, incorporate feedback, and obtain sign-off. C. Conduct a whiteboarding session to ensure the requirements are accurate. 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 requirements. B. Managed packages are updated automatically with each Salesforce Release. C. Each version of a managed package on the AppExchange undergoes a security review. The business analyst at Northern Trail Outfitters receives a requirement from the CRM manager to have visibility into their team's queues to monitor open cases. Which user story meets this requirement? A. As a CRM manager, I need a record-triggered flow to view my team's work queues so 1 can monitor their open tickets. B. As a CRM manager, I need to see my team's work queues so I can monitor their open tickets. C. As a user, I need to see case queue to monitor my team's work. The business analyst at Northern Trail Outfitters receives a requirement from the CRM manager to have visibility into their team's queues to monitor open cases. Which user story meets this requirement? A. As a CRM manager, I need a record-triggered flow to view my team's work queues so 1 can monitor their open tickets. B. As a CRM manager, I need to see my team's work queues so I can monitor their open tickets. C. As a user, I need to see case queue to monitor my team's work. Cloud Kicks hired a new business analyst (BA) to join an experienced cross-functional team that has successfully delivered high-quality Salesforce solutions to global stakeholders. The BA wants to quickly become a trusted advisor to the team. What should the BA do? A. Focus on the task at hand instead of on individual team members. B. Avoid exposing one's own mistakes to the team. C. Tell the truth in difficult situations. Universal Containers (UC) has several teams working on a new application in Salesforce. Unfortunately, during the release process, it was discovered that the teams had overwritten each other’s changes. What should JC use to prevent this from happening in the future? [Show Less]
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Salesforce Business Analyst 3 Exam - Questions with 100% Correct Answers
Salesforce Business Analyst 3 Exam - Questions with 100% Correct Answers A business analysis (BA) is creating a business flowchart to review with a custo... [Show More] mer service team that is using Service Cloud. The team is organized by the products and the regions they support. Which step should the BA include in the business flowchart? A. Capture decision steps and different outcomes. B. Illustrate which fields are integrated with an external system. C. Set limits to the scope that will be documented Universal Containers is in the planning phase of a Salesforce project that will transform its retail locations. The implementation team has had a difficult time determining the priorities and requirements of previous projects from people who would be directly impacted by the solution under consideration. Which type of analysis should the business analyst recommend to ensure the implementation team avoids this challenge on the current project? A. Persona analysis B. Enterprise analysis C. Stakeholder analysis Cloud Kicks (CK) needs to integrate the industry standard due-diligence in its sales process to verify customers in Sales Cloud. CK asks the business analyst (BA) to identify which stage in the sales process the industry standard due-diligence should be embedded. What should the BA do to meet the requirement? A. Develop a process map as a base, work with stakeholders to understand the trigger point, and ocate the stage. B. Identify the triggers, locate the stage, and add the standard due-diligence as a subprocess. C. Locate the stage, add the standard due-diligence as a subprocess, and set the trigger point. 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 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. 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 Universal Containers is implementing a Salesforce solution that's designed to transform its customer service division. During sprint planning, it was determined that the development team would be able to successfully deliver all remaining work items. However, due to unplanned delays, the development team is now at risk of being unable to complete the work items. The project manager has asked for the business analyst's (BA) help to prioritize the remaining work items. The development team has 16 hours of capacity remaining and is focused on launching a minimum viable product (MVP) of the customer service solution as soon as possible. Which work items should the BA prioritize with the remaining 16 hours of development capacity? A. US-4008 and US-4009 B. US-4007 and US-4009 C. US-4009 and US-4010 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 The business analyst at Cloud Kicks is beginning to write user stories for its Salesforce implementation. Which three components should-be included when writing a user story? A. Who, what, why B. When, where, why C. Who, when, why 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. 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 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 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 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 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 product team throughout the project. C. User stones translate requirements in a way that shows a product's value to the end user 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 The Cloud Kicks admin is getting ready to release a record-triggered flow that auto-generates Renewal Opportunity Order Line Items once an Opportunity is Closed/Won for a sales team user story. During user acceptance testing, what should the business analyst do to ensure the solution fulfills the needs of the sales team? [Show Less]
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Salesforce Business Analyst 2 Exam - Questions with 100% Correct Answers
Salesforce Business Analyst 2 Exam - Questions with 100% Correct Answers A business analyst (BA) at Northern Trail Outfitters is mapping a workflow proce... [Show More] ss 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 experience. Northern Trail Outfitters wants to reduce the amount of time it takes for customers to receive their orders after making an online purchase. Which initial steps should the business analyst take to help determine why the order management and fulfillment process is slow? A. Work with stakeholders to identify relevant processes, select a key process with defined start and end points, and collaborate with process owners and users to create a current state process map. B. Conduct interviews with stakeholders in the order management and fulfillment departments to identify individual pain points and brainstorm process improvement solutions. C. Create a process map that includes detailed steps related to order management and fulfillment, analyze the process map for inefficiencies, and present findings to leadership. A 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 The business analyst is auditing data access by documenting Field-level Security on the Account object in Salesforce. How do end users participate as stakeholders in data Governance? A. They export their data back it up locally. B. They implement their data entry workarounds in the system. C. They provide valuable feedback on how they use data. Management at Cloud Kicks has asked a business analyst (BA) to gain alignment from a group of people to determine what is in scope and out of scope on a Salesforce project. Which group should the BA include early in the scoping process? A. Personas B. Stakeholders C. Scrum team The product development team at Northern Trail Outfitters is creating a process within Salesforce to onboard new retail employees. The business analyst (BA) creates a current state process map by interviewing a few members of the onboarding team using email questionnaires. After presenting the process map to the entire onboarding team, the BA receives feedback that it is incorrect. What should the BA do to provide the product development team with more accurate information about the onboarding team's process? A. Meet with key project stakeholders in a live workshop to build consensus on the current and desired onboarding processes. B. Review survey feedback again to better understand pain points in the existing onboarding process. C. Conduct individual interviews with each team member to gather more information about the existing onboarding process. 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 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. The business analyst (BA) at Cloud Kicks is deep in planning activities for its Commerce Cloud implementation project. The project sponsor asks the team to adjust their efforts due to budgetary constraints. What should the BA do next? A. Organize requirements. B. Validate requirements. C. Prioritize requirements. Cloud Kicks needs to revamp its support process to improve the customer experience and has asked the Service Cloud team to collaborate with the business analyst (BA). The BA has scheduled an initial live process mapping session with all stakeholders and received the following calendar responses: What should the BA do? A. Hold a one-on-one diagram session with each stakeholder before the workshop. B. Proceed with the workshop as scheduled with the stakeholders who are available. C. Cancel the workshop and reschedule it to a date when all stakeholders ace available. 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. After reviewing a technical demo, the Northern Trail Outfitters sales leadership team wants to mate adjustments to the original requirements around Sales Cloud opportunity management. What should the business analyst do to manage the requested changes? A. Update the gap analysis document and scope statement specification. B. Update the change request log and draft a new user story. C. Update the change management document and user acceptance testing plans. The business analyst (BA) at Universal Containers is responsible for defining the enhancement features for the current Salesforce CPQ implementation that must be configured in the next phase of the project. Which type of document should the BA create to achieve the objective? A. Business analysis plan B. Scope statement specification C. Functional requirements specification 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 analyst (BA) is working on a request from a sales leader at Universal Containers. The sales leader has noticed the quality of information on new leads has declined recently. After completing their initial research, the BA concludes that the Salesforce lead intake form needs to be updated to include only essential information. Since several sales teams use the intake form, the BA must get alignment from all of the groups. How does whiteboarding help the BA collaborate with multiple stakeholders? A. It provides a script to follow with suggested questions and prompts, identifies exactly what each group needs in order to be successful, and the final version acts as the business requirements document. B. It builds a shared understanding of the current state, creates a space for everyone to contribute since the activity feels shared, and guides the conversation while maintaining engagement. C. It provides a single document in a central location for stakeholders to contribute, allowing each group to provide feedback on their own, instead of requiring everyone to meet and discuss together. The business analyst (BA) on the Salesforce development team at Northern Trail Outfitters is leading a requirements elicitation workshop about the process for onboarding new wholesale partners. While whiteboarding the process, one stakeholder continuously interrupts and points out inefficiencies with invoicing and delivery processes. What should the BA do to prevent the session from being derailed? A. Shift the conversation from onboarding to the stakeholder's concerns. B. Ask the stakeholder to focus on the onboarding process. C. Add the stakeholder's concerns to a "parking lot" for further discussion. [Show Less]
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Salesforce Business Analyst Certification Exam - Questions and Answers
Salesforce Business Analyst Certification Exam - Questions and Answers What's a proven way to help executives understand how new processes or products ca... [Show More] n enable change? A. Thoroughly describe the system configuration details. B. Keep the conversation strictly focused on what the existing system can do. C. Describe how the system can enable business innovation and help customers. (Framing the discussion around innovation and helping customers is the most likely way to motivate executives to enable change.) When a business analyst is creating a journey map, what assumptions are needed to get started? A. Why you're doing it and who you're focusing on B. What the project specifications are and who will use it C. What you want and what the business needs (These assumptions help a BA focus and ensure that the journey map is relevant) What is an effective way for a business analyst to learn about a customer's challenges? A. Review the customer's tax statement from the last 10 years B. Read recent industry reports in trade publications C. Survey brand fans on social media (The customer's industry challenges may give insight into current and future trends) Salesforce Optimizer A tool that takes a snapshot of a Salesforce Org and looks for potential problems in the implementation Personas Fictionalized characters in which primarily demographic characteristics are represented Salesforce Customer 360 An integrated CRM platform that unites marketing, sales, commerce, service, and IT teams with a single shared customer view Storyboarding A process for mapping out the connection between a customer's current challenges and goals for the future with realistic next steps To ensure effective collaboration with stakeholders, which technique would help a business analyst maintain their trust? A. Facilitate workshops to gauge priorities B. Be transparent and truthful C. Point out lessons learned and mistakes that should be avoided Why is the scope statement specification the most fundamental deliverable on any project? A. It clearly defines the roles and responsibilities of every member of the project team B. It is the document with the most details C. It clearly defines what needs to be achieved and the work that must be done to deliver the project Stakeholders want to enhance the organization's security by requiring users to identify themselves with additional information besides username and password. Which capability should a business analyst add to the project backlog? A. Multi-factor authentication B. Real-Time event monitoring C. Shield platform encryption What does a business analyst hope to learn from documenting the current state processes? A. How the sales process may differ from other organizations B. Where the process needs improvement C. Which personnel are involved in the sales process Stakeholders Individuals who make decisions and who have an important role in determining the requirements for a project Elicitation The drawing forth or receiving of information from stakeholders or other sources Waterfall vs. Agile Waterfall: Creates critical paths; a project can't move forward until a blocking issue is resolved Agile: An iterative approach to development with regular feedback intervals Sprint A short, time-boxed period when a scrum team works to complete a set amount of work Jobs-to-be-done is a framework based on the idea that whenever users "hire" (i.e. use) a product, they do it for a specific "job" (i.e. to achieve a particular outcome). The set of "jobs" for the product amounts to a comprehensive list of user needs. Content Audit Criteria: Objective (List 9) -Audience -Journey Stage -Calls to action -Content type -Keywords and tags -Content owner (if known) -Attached files, downloads, or media -Connected content (For example, links to recommended or related information) -Engagement and performance metrics Content Audit Criteria: Subjective (List 6) -Customer need (what the content helps customers achieve or understand) -Business impact -Accuracy -Findability -Usability (whether the content is clear, useful, readable, relevant, and consistent) -Recommendation (keep, improve, or merge) When creating a process map, what is the first high-level step? A. Identify the process to map B. Gather all necessary information C. Develop the process map Which one of these options is a principle of Universal Process Notation (UPN)? A. Limit of 8-10 activity boxes on a screen B. Limit of 5 levels C. No version control When assessing a new process, which type of diagram should be used to identify waste within and between processes? A. Detailed Process Map B. SIPOC Map C. Value Stream Map SIPOC Map Shows the elements of a process including: Suppliers, Inputs, Process, Outputs, and Customers Detailed Process Map Is a flowchart that shows a drill-down version of a process that contains all the details of each step Value Stream Map flowchart that documents processes and flows to help determine which processes add value When a business analyst maps processes, which option is a best practice? A. Validate maps B. Purchase mapping software C. Focus on future state maps Process Mapping A framework used to create visual representations of work processes Visual characteristics of a Universal Process Notation (UPN) Diagram -Activity box -Resource -Line with text -Attachment -Decision -Drill Down Business Process Mapping Business process mapping creates visual representations of business processes. A business process map includes the steps in the process, who does what, additional context, and how success is measured Improved Process Identify quick process improvement wins, some of which can be implemented without system changes Reduced or eliminated rework Eliminate the rework in the build and test phases due to miscommunication around architecture and requirements Better Adoption Build the apps users need and spend less time developing training materials [Show Less]
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