Salesforce Business Analyst 2 Exam - Questions with 100% Correct Answers A business analyst (BA) at Northern Trail Outfitters is mapping a workflow
... [Show More] 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 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]