Salesforce Business Analyst Certification Exam - Questions and Answers What's a proven way to help executives understand how new processes or products
... [Show More] can 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]