BA Flashcards by Elal Chang

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.
C. It can display complex ideas in a consistent format, highlight blockers and impediments to help stakeholders quickly assess issues in the sales cycle, and see the project timeline at a glance.

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.

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A. As a general manager, I want sales clerks to have tablets so they can help customers find items.
B. As a sales clerk, I want to see item availability and locations to help customers find items.
C. As a customer, I want sales clerks to have access to item availability to help them find items.

B. As a sales clerk, I want to see item availability and locations to help customers find items.

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A business analyst (BA) at Northern Trail Outfitters is preparing for a user acceptance testing (UAT) session for a global Sales Cloud project.
What should the BA do to engage the business most effectively during UAT?

A. Hand off ownership for writing, reviewing, and executing UAT scenarios, providing feedback, and approval for release to business stakeholders.
B. Work with quality assurance analysts to collaborate in writing, reviewing and executing UAT scenarios, providing feedback, and approval for release.
C. Work with business stakeholders to collaborate in writing, reviewing, and executing UAT scenarios, providing feedback, and approval for release.

C. Work with business stakeholders to collaborate in writing, reviewing, and executing UAT scenarios, providing feedback, and approval for release.

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Cloud Kicks is planning to create a new Service Cloud console app for its services team to resolve issues with delayed shipments to customers. The business analyst (BA) wrote the user stories based on a written list of requirements provided by the manager of the services team. Upon stakeholder review with the entire services team, many of the user stories were rejected and the BA had to revise them.
When the BA wrote the initial user stories, what was the likely cause of the issue?

A. The user stories focused on well-defined personas.
B. The project team failed to discuss the user stories as a group.
C. The acceptance criteria of the user stories were too specific.

B. The project team failed to discuss the user stories as a group.

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After the first round of user acceptance testing for a Sales Cloud project, the business analyst discovered that a high number of test cases failed.
What is a possible reason why the test cases failed?

A. Missing test script details
B. Missing test result details
C. Missing test org access details

A. Missing test script details

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As a business analyst (BA) starts engaging stakeholders for a user story writing workshop, an executive sponsor questions why the Commerce Cloud project is creating user stories rather than standard requirements.
What is one benefit of creating user stories that the BA can share with the executive sponsor?

A. It helps testers determine the most efficient way to validate solutions.
B. It defines technical specifications early in the process.
C. It saves time when prioritizing and implementing functionality.

C. It saves time when prioritizing and implementing functionality.

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The project team at Universal Containers has started to review the existing Salesforce manufacturing solution that has low adoption and a variety of customizations including custom objects, custom fields, renamed standard objects, and renamed standard fields.
What should the business analyst recommend to the project team to increase understanding when documenting requirements, processes, and potential solutions?

A. Use industry terminology and language.
B. Use customer terminology and language.
C. Use Salesforce terminology and language.

B. Use customer terminology and language.

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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 when capacity becomes available.
C. Work will begin in the next sprint.

B. Work will begin when capacity becomes available.

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A business analyst at Universal Containers has begun user acceptance testing for a new Experience Cloud implementation with the project team. A major gap for one of the personas was identified in the documented scenarios.
What went wrong?

A. Failure to include all stakeholders in the requirements gathering process
B. Failure to perform thorough unit testing during the development process
C. Failure to validate the application against the functional requirements

A. Failure to include all stakeholders in the requirements gathering process

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Northern Trail Outfitters has a large Salesforce org with sales, marketing, and billing teams pushing for the development of a large number of items in the backlog.
Which management process should the business analyst suggest to help the teams align on their competing priorities?

A. Vision, Values. Methods, Obstacles, and Measures (V2MOM)
B. Business Process Modeling Notation (BPMN)
C. Integrated DEFinition for Process Description Capture Method (IDEF3)

A. Vision, Values. Methods, Obstacles, and Measures (V2MOM)

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An executive at Cloud Kicks has tasked the internal Salesforce staff with the optimization of a very manual process in its Salesforce org.
What should the business analyst do first before a future state is proposed to key stakeholders?

A. Discuss project trade-offs with the executive sponsor.
B. Manage project integrations with the technical team.
C. Hold a kickoff meeting to set expectations with the project team.

C. Hold a kickoff meeting to set expectations with the project team.

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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. Shadow an operations team member at the CK distribution facility.
B. Review future state distribution processes for CK.
C. Explore how retailers similar to CK handle distribution.

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

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Cloud Kicks is creating a new lead conversion process in Sales Cloud. During a recent sprint, the business analyst created user stories related to the Opportunity object. Test scripts were created for the lead conversion process. All of the test scripts passed and the new functionality was deployed. After deployment, end users reported error messages when manually creating new Opportunities.
Which area of user acceptance testing (UAT) was overlooked?

A. Several teams should be part of UAT to represent multiple viewpoints.
B. Functionality on interconnected objects should be part of UAT.
C. End users who are experts in that functionality should participate in UAT.

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

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A business analyst (BA) at Northern Trail Outfitters is assigned to a project to help revamp the case management process. The BA has gathered requirements and finished the first draft of user stories.
What should the BA use to assess the quality of a user story?

A. Gap analysis document
B. INVEST checklist
C. Numerical framework

B. INVEST checklist

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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 steps to reproduce the issue.

C. Confirm steps to reproduce the issue.

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Cloud Kicks needs to revamp its support process over the next 12 months 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. Proceed with the workshop as scheduled with the stakeholders who are available.
B. Cancel the workshop and reschedule it to a date when all stakeholders are available.
C. Hold a one-on-one diagram session with each stakeholder before the workshop.

B. Cancel the workshop and reschedule it to a date when all stakeholders are available.

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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. User acceptance criteria
C. Definition of done

C. Definition of done

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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. Review survey feedback again to better understand pain points in the existing onboarding process.
B. Conduct individual interviews with each team member to gather more information about the existing onboarding process.
C. Meet with key project stakeholders in a live workshop to build consensus on the current and desired onboarding processes.

C. Meet with key project stakeholders in a live workshop to build consensus on the current and desired onboarding processes.

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The business analyst (BA) at Universal Containers needs to gather information for their project including the steps a user takes to accomplish a goal, challenges a user faces, people the user interacts with, applications they use to complete the steps, and their level of morale as they move through the process.
Which elicitation technique should the BA use?

A. Survey/Questionnaire
B. Journey Mapping
C. FOCUS Groups

B. Journey Mapping

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A. Review the effort and Impacts with the service team, and work to align requirements across the teams.
B. Continue with the effort as defined by sales and add a backlog item to review the service impacts in the future.
C. Prioritize the effort as defined by sales and ask the director to review any service impacts.

A. Review the effort and Impacts with the service team, and work to align requirements across the teams.

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At the start of a new Agile development project, the Universal Containers product owner asked the business analyst (BA) to clearly define the intended results of the work based on stakeholder needs. The development and implementation teams will use the intended results to plan product decisions. The definition should avoid assumptions and focus on stakeholder value.
Which element should the BA choose to define the intended results?

A. Epics
B. Requirements
C. User stories

C. User stories

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A business analyst (BA) is reviewing the risks associated with a proposed solution leveraging Cases and Support Queues, and the effect that those risks might have on the project timeline.
Which type of analysis is the BA performing?

A. Enterprise Analysis
B. Strategy Analysis
C. Stakeholder Analysis

B. Strategy Analysis

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Universal Containers (UC) has chosen to implement Sales Cloud and Service Cloud to increase revenue and remove bottlenecks in its current processes. A business analyst (BA) is tasked with diagramming business processes.
What should the BA do to successfully meet governance requirements to identify the business purpose?

A. Identify resources engaged in each step.
B. Adhere to agreed upon mapping standards.
C. Use UC’s existing terminology.

B. Adhere to agreed upon mapping standards.

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The business analyst is working with a stakeholder on a Salesforce project. The stakeholder needs an approval process on contract submissions. Sales managers want to see all contracts when the discount is greater than 20%. They will decline any contracts with a discount that is greater than 25%, but they want visibility into other highly discounted contracts.
Which acceptance criteria is the most effective for this scenario?

A. Users in a sales manager role should have access to a button on contracts to click to approve or decline a contract with a discounted price of 20% or more.
B. A sales manager wants to be able to approve contracts with a large discount and they need a validation rule related to contract discounts greater than 25%.
C. A sales manager wants to be notified when a contract has been submitted with a discount greater than 20% so the manager can approve or decline a discounted price.

C. A sales manager wants to be notified when a contract has been submitted with a discount greater than 20% so the manager can approve or decline a discounted price.

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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 click the Run button on sales reports B. Able to view the sales team's reports C. Able to monitor the sales team's performance

B. Able to view the sales team's reports

The business analyst at Cloud Kicks is using a checklist to assess the quality of user stories for an upcoming Experience Cloud implementation. Which characteristics make a user story successful? A. Actionable, Concise, Testable, Solution-oriented, Defined B. Independent, Negotiable, Valuable, Estimable, Small, Testable C. Clear, Direct, Concise, Cross Functional. Configurable

B. Independent, Negotiable, Valuable, Estimable, Small, Testable

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

C. Gap analysis

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.

A. Be vulnerable and own their mistake.

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. Identify top project priorities. B. Verify Lightning page loading time. C. Understand the project scope.

A. Identify top project priorities.

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. Shows tangible impact from changes to processes B. Proves processes are out of date and require a new solution C. Compares processes against CK's closest competitors

A. Shows tangible impact from changes to processes

After reviewing a technical demo, the Northern Trail Outfitters sales leadership team wants to make adjustments to the original requirements around Sales Cloud opportunity management. What should the business analyst do to manage the requested changes? A. Update the change management document and user acceptance testing plans. B. Update the change request log and draft a new user story. C. Update the gap analysis document and scope statement specification.

B. Update the change request log and draft a new user story.

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. Stakeholder Analysis B. Strategy Analysis C. Enterprise Analysis

C. Enterprise Analysis

The business analyst (BA) at Universal Containers is preparing for user acceptance testing (UAT) for an Experience Cloud implementation. Which people should participate in UAT? A. BA, business users, key stakeholders B. BA, project manager, key stakeholders C. Business users, project manager, key stakeholders

A. BA, business users, key stakeholders

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. Gather requirements and then note the proposed solution. B. Ask the stakeholder to demo their solution to the project team. C. Implement the solution now to save time in the planning phase.

A. Gather requirements and then note the proposed solution.

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 technical details B. Include who, what, and why C. Include the V2MOM structure

B. Include who, what, and why

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 stakeholder as the project continues? A. Reset project expectations at the next meeting with the stakeholder. B. Set up a casual meeting to create a personal connection with the stakeholder. C. Ask an executive sponsor to address the stakeholder's concerns.

B. Set up a casual meeting to create a personal connection with the stakeholder.

The Cloud Kicks business analyst (BA) is frustrated because the requirements tracking spreadsheet is often incomplete or out-of-sync for the Slack transition project. The development team has recommended that the BA use a DevOps tool as an alternative. What are the benefits of using a DevOps tool in this situation? A. Tracks changes for the testing team and provides access to user stories B. Tracks changes in real time and provides a single source of truth C. Tracks changes on a daily basis and provides a history of changes

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

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. User story B. Business analysis plan C. Use case

A. User story

Universal Containers has a Salesforce Knowledge base solution; however, the 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 options, the business analyst (BA) noticed an idea in the Salesforce IdeaExchange that directly addresses this requirement. The idea is in beta testing and will be generally available in the next release. What should the BA suggest? A. Ask the support manager to wait until the idea is released. B. Ask the Salesforce Account Executive to release the idea early. C. Ask the development team to build a custom solution based on the Idea.

A. Ask the support manager to wait until the idea is released.

The Service Center at Universal Containers is deploying a new case management solution. Management has asked the project team to prepare for end user training. The project team consists of an admin and a business analyst (BA). Which task should be assigned to the BA? A. Create user training materials. B. Conduct user training. C. Set up users for training.

A. Create user training materials.

Northern Trail Outfitters (NTO) has acquired a competitor. The agreement is to migrate the acquired company into NTO'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, determine company culture, evaluate processes and user experiences, interview stakeholders, and add improvements to the integration roadmap. B. Understand business objectives, define the intention and audience, lead a journey mapping workshop, find opportunities for improvement, and update the journey map. C. 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.

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

Universal Containers has several independent Salesforce projects this quarter involving shared objects and a complex deployment process managed by a DevOps team. While smoke testing the shared user acceptance testing (UAT) environment, the business analyst (BA) noticed that one of the minor changes to the Account page layout for the project is missing. The client is eager to begin its UAT. What should the BA do to address the issue? A. Ask the project manager to reschedule UAT until after the defect is resolved. B. Log a defect for the page layout change and discuss it with the DevOps team C. Make the page layout change directly in UAT so the client can begin testing.

B. Log a defect for the page layout change and discuss it with the DevOps team

Universal Containers has asked a business analyst (BA) to create a process map indicating how it is using Marketing Cloud to manage its campaigns. In a process map that uses Universal Process Notation (UPN), the BA has marked each activity box with a resource. What does an activity box marked "C: Customer” mean? A. The customer should be Informed. B. The customer should be consulted. C. The customer should be responsible.

B. The customer should be consulted.

The business analyst (BA) at Universal Containers has been capturing the requirements for a major Sales Cloud release. An admin has been deploying the resulting system changes. The quality assurance (QA) team has run into challenges when testing the changes. The BA is unaware of deployment and testing challenges. What should the BA do to resolve these challenges with the release team? A. Involve the stakeholders in the business requirements gathering sessions. B. Provide detailed test cases to validate the functional requirements. C. Associate each set of metadata changes to the corresponding user story.

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

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

A. Include the operations team during discovery.

The business analyst (BA) at Universal Containers (UC) wants to understand why UC failed to meet a deployment date for its product go live while following the Agile process. According to the BA's research, the developers lacked a sense of the work in progress and the intended goal of that work, and the QA team was unable to dearly test the functionality based on a given persona. Which step should the BA take next? A. Create a SWOT (strength, Weakness, Opportunity. Threat) analysis to understand why development and testing took more time. B. Move the deployment date out so the teams have more time to work. C. Review the user stories to ensure they are small, testable, and valuable.

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

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. Universal Process Notation (UPN) B. Entity Relationship Diagram (ERD) C. Cross-functional flowchart

A. Universal Process Notation (UPN)

A sales manager expresses frustration that the sales team is failing to enter calls in Salesforce. The manager is hoping to resolve the issue quickly and has limited time and budget to completely revamp existing tools and processes. The sales manager reaches out to the business analyst (BA) for recommendations. What should the BA do next? A. Research third-party apps on the AppExchange. B. Export a weekly report of user activity. C. Engage a developer to scope a custom solution.

A. Research third-party apps on the AppExchange.

Cloud Kicks has an existing implementation of Salesforce. A business analyst (BA) wants to understand details about the Salesforce environment: Custom apps - Active Salesforce Sites - Active flows - Custom tabs - Visualforce pages - Which path should the BA take to find this information? A. Conduct stakeholder interviews. B. Read business process documentation. C. Review configuration settings.

C. Review configuration settings.

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. To identify acceptance criteria with pass/fail indicators C. To summarize the overall ask and determine what is in scope

A. To ensure what was originally requested is being delivered

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

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, operate, build, deliver C. Analyze, build, deliver, operate

C. Analyze, build, deliver, operate

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. Simple — A high-level overview of the process Is sufficient to show a new user experience. B. Somewhat detailed — Since the process will be repetitive, new users will learn and remember the details. C. Very detailed — It should be prescriptive for new users following an unfamiliar process.

C. Very detailed — It should be prescriptive for new users following an unfamiliar process.

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. Scrum team B. Stakeholders C. Personas

B. Stakeholders

The business analyst (BA) at Cloud Kicks has been asked to map the current sales process in Sales Cloud to document legal compliance with local privacy regulations, which can differ based on the state or country of a data transaction. Which activity would be most effective in helping the BA understand the sales process? A. Using live workshops to map out the sales process B. Conducting individual interviews with stakeholders C. Asking stakeholders to complete a questionnaire

A. Using live workshops to map out the sales process

Northern Trail Outfitters (NTO) wants to leverage the power of Sales Cloud to implement its lead to cash process. A business analyst (BA) is tasked with understanding NTO's current processes, identifying areas of improvement, and communicating it effectively to stakeholders. What should the BA use to accomplish the goal? A. Change management B. Business analysis plan C. Process mapping

C. Process mapping

The business analyst (BA) at Northern Trail Outfitters needs to create a current state process map for a Service Cloud implementation with its retail division. The BA needs a simple diagramming notation for the process map that is applicable across all industries, provides context for metrics and management decisions, and supports regulatory considerations. Which diagramming notation should the BA use for the process map? A. Business Process Modeling Notation (BPMN) B. Universal Process Notation (UPN) C. Unified Modeling Language (UML)

B. Universal Process Notation (UPN)

Northern Trail Outfitters is setting up a new team to support an implementation of Service Cloud and is considering which workflow to use. In which scenario should the business analyst recommend Kanban? A. Work includes platform support requiring Immediate outage handling. B. Work is generally project-based and can be broken into smaller pieces. C. Work is predictable but sometimes lacks sufficient planning.

A. Work includes platform support requiring Immediate outage handling.

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. Use cases B. Object models C. Current state analysis

C. Current state analysis

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. Brainstorming B. Prototyping C. Observation

B. Prototyping

Universal Containers has asked a business analyst (BA) to assist the sales management team with a request for a new picklist field called "Lost Reason" on the Opportunity object with the goal of improving pipeline reports. After mapping the managers to the sales leader persona and obtaining feedback from them, the BA has discovered that the managers want to better understand Closed/Lost Opportunities so they can help sales teams close more deals. Which option should the BA use to construct the user story? A. As a sales leader, I need a new "Closed/Lost Reason" picklist field on Opportunities and better reports to help the sales team improve close rates. B. As a sales leader, I want to see more details on Closed/Lost Opportunities so I can help the sales team improve close rates. C. As a sales team member, I need additional enablement training and reporting information to help me improve close rates.

B. As a sales leader, I want to see more details on Closed/Lost Opportunities so I can help the sales team improve close rates.

Northern Trail Outfitters is updating its customer portal built on Experience Cloud. The team has drafted a user story: "As a customer, I want to be able to chat with a support agent and view my account, see my orders, and ask questions via the customer portal." What should a business analyst do to improve this user story? A. Include specific information about potential Salesforce solutions. B. Adjust the goal of the user story to be independent. C. Estimate how long it will take the technical team to complete the story.

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

The sales team at Universal Containers (UC) has been using multiple tools to track opportunities, leading to inaccurate forecasting and an unclear picture of UC's sales pipeline. UC has appointed a project team to implement Sales Cloud to help resolve these issues. The sales team doubts the new tool will meet their needs and is concerned it will be difficult to use. The business analyst (BA) assigned to the project knows the stakes are high to get the right solution in place. Using their influence, what should the BA do to gain the necessary buy-in and support from the sales team to ensure a solution meets the requirements? A. Demonstrate the BA's expertise and clearly state the decision is final. B. Ask questions to understand their needs and focus on shared goals. C. Present the pros and cons of the decision by using logic and facts.

B. Ask questions to understand their needs and focus on shared goals.

Universal Containers wants to build a simple activity capture process for leads. One of the objectives is to minimize technical debt and inherit new features of the Salesforce Platform in future releases. What should the business analyst recommend to meet the requirements? A. Standard object for activity capture, Screen Flow user interface B. Standard object for activity capture, custom Lightning Web Component user interface C. Custom object for activity capture, custom Lightning Web Component user interface

A. Standard object for activity capture, Screen Flow user interface

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. Lead the stakeholders in creating a team agreement that assigns project roles and outlines how the team will collaborate, disagree, develop trust, and define success. B. Encourage leadership to share their vision for the project, and ask the larger learn to locus its feedback only on the key objectives, pain points, and requirements outlined by leaders. C. Limit participation in key project discovery, requirements, and solutioning meetings to leadership, and engage the larger team to answer questions directly related to their roles when needed.

A. Lead the stakeholders in creating a team agreement that assigns project roles and outlines how the team will collaborate, disagree, develop trust, and define success.

The project team is building a Sales Cloud implementation. The business analyst (BA) wants to make sure the solution meets the needs of the business. The BA needs to identify where user testing should occur and who should participate. Which approach should the BA follow? A. Create a full copy sandbox and give power users access to it. B. Create a partial sandbox and give the VP of sales access to it. C. Create a scratch org and give the development Learn access to it.

A. Create a full copy sandbox and give power users access to it.

Northern trail Outfitters launched a new feature on its Experience Cloud site to allow customers to compare features of similar products ahead of the major promotional event of the year. The user acceptance testing (UAT) passed successfully; however, many customers complained of issues when accessing the site. What did the business analyst overlook before recommending that the release go live? A. The UAT should have been performed by customers who are familiar with the products. B. The UAT should have been performed with both peak load and average load simulation. C. The UAT should have been performed with enough time to resolve bugs in the new feature.

B. The UAT should have been performed with both peak load and average load simulation.

The business analyst (BA) at Cloud Kicks (CK) is writing user stories for an upcoming Commerce Cloud website release. One of the requirements from the technical team is to perform stress testing for an upcoming promotion. The BA is translating the requirement into a user story. Which user story most accurately represents the goal? A. As a site administrator of the CK website, I want to make sure that the web server can process requests at 150% of the average traffic rate during the latest promotion. B. As a visitor to the CK website, I want to make sure that I can shop without disruption during a large promotion so I have a frictionless shopping experience. C. As a user, I want to make sure that shoppers on the CK website can complete their purchases without disruption during the newest promotion.

B. As a visitor to the CK website, I want to make sure that I can shop without disruption during a large promotion so I have a frictionless shopping experience.

Northern Trail Outfitters (NTO) is a rapidly growing company that hired a business analyst (BA) to help revamp its sales and support processes. The stakeholder at NTO wants to understand the value of Application Lifecycle Management (ALM). What are benefits of Al M that the BA should share with the stakeholder? A. ALM offers preview access to the three Salesforce Releases per year. B. ALM allows features to remain static and reduces incremental changes. C. ALM provides processes and policies which help build apps more efficiently.

C. ALM provides processes and policies which help build apps more efficiently.

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 collection of use eases B. A business process model C. A persona journey map

B. A business process model

Universal Containers 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. Review department procedures and consult the org chart. B. Map the business process. C. Create an entity relationship diagram.

B. Map the business process.

The business analyst (BA) at Universal Containers is also its primary system admin. The BA knows that version control is mandatory when it comes to releasing. What is the most efficient process for the BA to track the changes they are committing? A. Metadata backups B. DevOps C. Agile planning

B. DevOps

Universal Containers wants to integrate its Salesforce org with the largest online professional network so its sales reps can view information directly on Salesforce records. The business analyst will write acceptance criteria for this scenario. What is an example of good acceptance criteria? A. Install a CRM widget to allow sales reps to view information in the Lead and Contact records. B. A sales rep can view current information directly in the Lead and Contact records. C. A sales rep needs to have the CRM widget installed in the Lead and Contact Record Page Layout.

B. A sales rep can view current information directly in the Lead and Contact records.

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 elicitation with stakeholders regarding their parts of the process. B. Using strategy analysis, define models of how gaps in the business process can be resolved. C. Review the documentation to ensure that information gathered about the process is correct

B. Using strategy analysis, define models of how gaps in the business process can be resolved.

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

B. Definition of done

Universal Containers is about to kick off a new Salesforce Implementation, bringing both sales and service teams onto the platform. Each team has been managing Accounts and Contacts in their own way even though the Accounts and Contacts are shared between the teams. This has resulted in disagreements about what should be built in Salesforce. Which groups should the business analyst work with to gain full alignment on a common program vision and strategy? A. Executive sponsors, IT leadership, and end users B. Business leaders, middle management, and end users C. Senior leadership, IT leader ship, and middle management

B. Business leaders, middle management, and end users

The finance learn is tolling out a new sales process in Sales Cloud for opportunities that are Closed/Won. After meeting with the team, a business analyst (BA) realizes that several requirements for the new process will need further refinement. What should the BA use to keep track of changes to the process documents? A. Version control B. Communication template C. Business backlog

A. Version control

Northern Trail Outfitters (NIO) has completed a project with a third-party event organization platform to enhance its MVP Experience Site. Many features were left in the project backlog. NTO's IT team is beginning a new phase of work on the experience Site to build additional features requested by business stakeholders and wants to include the items that were left in the backlog in the first phase. How should the business analyst coordinate the user stories to most efficiently manage the new project timeline? A. Include existing and new user stories to be completed within the duration of the project. Hire additional developers to accommodate both work streams to prevent delays within the scheduled sprints. B. Prioritize user stories for the new enhancements for the initial sprints of the project to accommodate business stakeholder requests. Complete existing user stories in the final sprint of the project. C. Reprioritize existing and new user stories to place the stories into each sprint of the project. Return an equivalent amount of lower priority work to the project backlog.

B. Prioritize user stories for the new enhancements for the initial sprints of the project to accommodate business stakeholder requests. Complete existing user stories in the final sprint of the project.

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. Heat Map B. Journey Map C. Process Map

B. Journey Map

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

C. A business process map detailing the existing step-by-step Quote-to-Cash process

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 returns 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 story using personas to illustrate potential solutions B. Detailed technical documentation with annotations C. A prototype for a specific business outcome

A. A story using personas to illustrate potential solutions

A business analyst (BA) at Universal Containers has been assigned to a Salesforce project that will have an impact on more than 5,000 office locations across the globe. The BA needs to identify the people who can describe the business problem and provide detailed requirements. Which document should the BA use? A. RACI chart B. User stories C. Stakeholder analysis

C. Stakeholder analysis

The business analyst at Universal Containers is writing user stories to support the Salesforce implementation for the sales operations division. There is a request for visibility into the sales reps' pipeline so they can see their revenue. Which missing component is necessary to finish this user story? A. When B. Why C. Who

C. Who

Universal Containers has scheduled a meeting with stakeholders, business analysts (BAs), and technical resources to review user stories. A BA reviews the user stories in advance of the meeting and notices that some best practices have been ignored. The first user story Is focused on escalating cases in Service Cloud: "The customer service agent needs the ability to escalate a case so they can assign high-risk cases to tier 2 support for faster resolution." Acceptance Criteria: 1. Add permission set 2. Users can escalate cases 3. Create fields on the Case object 4. Reports Which best practice was ignored? A. The "why" of the user story is focused on user needs. B. The "what" of the acceptance criteria is negotiable. C. The "who" of the user story is well-defined.

B. The "what" of the acceptance criteria is negotiable.

Cloud Kicks (CK) plans to establish a Center of Excellence (CoE). How will CK benefit from using a CoE to define the long term vision for its Salesforce org? A. CK will develop a process to gather feedback from end users regularly. B. CK will be better able to prioritize across teams and streamline processes. C. CK will get insights to current business processes.

B. CK will be better able to prioritize across teams and streamline processes.

The business analyst (BA) at Northern Trail 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. Business analysis plan B. Stakeholder analysis C. Current state analysis

B. Stakeholder analysis

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

B. Observation and interviewing

A business analyst (BA) is creating a business flowchart to review with a customer 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. Illustrate which fields are Integrated with an external system. B. Set limits to the scope that will be documented. C. Capture decision steps and different outcomes.

C. Capture decision steps and different outcomes.

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. Sprint review B. Retrospective C. Daily stand-up

A. Sprint review

The quality assurance (QA) team at Cloud Kicks is reviewing user stories to write test scripts. The QA team is having difficulty with a specific story where a modification to an existing flow is needed for a custom object. The QA team is unable to discern what needs to be tested as a result of the updated flow. What should the business analyst review and revise to provide more clarity to the QA team? A. The definition of done of the user story B. The who, what, and why of the user story C. The acceptance criteria of the user story

C. The acceptance criteria of the user story

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 in 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 stories and add the change request to the current sprint. C. Begin working on the change request as soon as the team has capacity.

A. Add the change request to the backlog to be prioritized for the next sprint.

The Cloud Kicks admin is getting ready to release a record-triggered flow that auto-generates Renewal Opportunity records with related 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? A. Collaborate with the admin and a power user to test the flow for scalability, robustness, and maintainability in a sandbox. B. Choose subject matter experts as testers and prepare a sandbox with quality test data, test cases, and scripts that match real-world scenarios. C. Draft a list of test cases and scripts and choose "Run flow as another user" to debug the flow as a sales team user to identify and fix bugs.

B. Choose subject matter experts as testers and prepare a sandbox with quality test data, test cases, and scripts that match real-world scenarios.

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. Gather business requirements. C. Schedule deployment.

A. Identify power users.

Which method should a business analyst use to show current state business flows in Salesforce7 A. Storyboarding B. Universal Process Notation C. Entity Relationship Diagramming

B. Universal Process Notation

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. Gap analysis B. Use case C. Change management

A. Gap analysis

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. Functional requirements specification B. System requirements specification C. Scope statement specification

B. System requirements specification

The Salesforce delivery team at Cloud Kicks consistently has user stories that developers start but are unable to complete during each sprint. During the most recent retrospective, the development team expressed that they are running out of time to complete the stories. The team used the INVEST checklist to diagnose why these stories are Incomplete at the end of the sprint. Which checklist item is the most likely reason why the stories are incomplete at the close of the sprint? A. Small B. Negotiable C. Valuable

A. Small

Universal Containers uses Kanban to complete its Salesforce development. In the middle of a sprint, the sales manager submits an important item to the team. What should the business analyst do next? A. Ask the team to reprioritize the backlog and work on the Item at the top. B. Ask the team to commit to the work for the next sprint. C. Ask the team to pivot and complete the work immediately.

B. Ask the team to commit to the work for the next sprint.

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. Power users and top sales earners B. Executive sponsors and sales leadership C. System admin and project manager

A. Power users and top sales earners

The business analyst (BA) at Universal Containers is writing user stories for its Salesforce Field Service implementation. What should the BA evaluate to understand the risk level of the user stories? A. Team, budget, and timeline impact B. Scope, resource, and documentation impact C. Technical, operational, and regulatory impact

A. Team, budget, and timeline impact

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 somewhat detailed process map that is easy to remember and self- explanatory B. A very detailed process map that is unambiguous and version controlled C. A simple process map that is high-level and covers key aspects

B. A very detailed process map that is unambiguous and version controlled

Universal Containers is currently doing user acceptance testing for a global customer service project that leverages Service Cloud. A stakeholder is executing a test case for a specific user story. The stakeholder has provided this feedback: The functionality described in the test case is working as expected. The stakeholder wants to change the label of several fields described in the test case. The stakeholder wants to add two new fields that were excluded from the test case Which step should the business analyst take next? A. Acknowledge the feedback, create a new test case that includes the field changes, and assign the test case back to the stakeholder for immediate testing. B. 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. C. Acknowledge the feedback, create a new user story that includes the field changes, and ask the stakeholder to update the existing test case to show it was successfully tested.

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

A business analyst (BA) at Northern Trail Outfitters has been asked to prepare documentation Including acceptance criteria and definition of done for a Heroku project. Which way should the BA approach creation of this documentation? A. Include the overall perspective for acceptance criteria and the persona's perspective for definition of done. B. Include the persona's perspective for acceptance criteria and the overall perspective for definition of done. C. Create one consolidated set of documentation as the two terms are synonymous and used interchangeably.

B. Include the persona's perspective for acceptance criteria and the overall perspective for definition of done.

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 (BA) 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

B. Scalability

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

B. Identifies improvements, decreases project costs, and starts the change process

The business analyst (BA) 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. Get approval and signoff on the requirements. B. Define the minimal viable product. C. Schedule sprint planning meetings.

A. Get approval and signoff on the requirements.

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 gam the end users' cooperation? A. Identity 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. 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. 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.

A. Identity 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.

Northern (rail Outfitters (NTO) has noticed that many customers are posting to social media about issues they are having with a new product. The services team is looking for easy ways to engage with these customers and resolve their complaints. During the first discovery meeting of the project, the business analyst (BA) hears that the VP of services and support wants to implement Omni Channel for NTO's Service Cloud. What should the BA do first to ensure the ongoing success of the project? A. Produce a gap analysis document that will show the ways the requested solution can solve the limitations of NTO's current system. B. Encourage the project stakeholders to think of various ways to solve cases differently before deciding on a specific solution. C. Configure a proof-of-concept demo within a sandbox environment to show the pros and cons of the requested solution.

A. Produce a gap analysis document that will show the ways the requested solution can solve the limitations of NTO's current system.

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 are fixed upon stakeholder approval. C. User stories specify which technical components are impacted.

A. User stories encourage iterative development.

A sales manager at Universal Containers (UC) customized all of their list views on the Account object to include a new field. Although they have multiple list views, the sales manager prefers to keep the recently viewed list as their default list. When the manager realizes they are unable to modify the recently viewed list, they reach out to UC's Salesforce team for help. What are the next steps the business analyst should take? A. Recommend that the user submit a ticket related to the field creation. B. Document the desired outcome and research the impact of making a change. C. Research AppExchange solutions that offer customization options.

B. Document the desired outcome and research the impact of making a change.

The business analyst (BA) at Cloud Kicks is managing a project to build a recruiting app for the management and human resources (HR) teams. The HR director wants the app to help the team navigate the hiring process more efficiently. The BA designs a Stakeholder Wheel to better understand all of the people with an interest in the project. Which level of influence should the BA place the HR director on the stakeholder wheel? A. The Enterprise B. The Project C. The Sponsor

B. The Project

Northern Trail Outfitters (NTO) is undergoing a Salesforce implementation for Service Cloud, the business analyst is currently working with the development team as they build features in the sandbox. NTO wants to test these features before the changes are deployed to the production environment. As part of the Application Lifecycle Management (ALM) process, which three development models does Salesforce support? A. Change Set Development, Org Development, Package Development B. Salesforce DX, Flow Builder, Rapid Application Development C. Rapid Application Development, Org Development, Package Development

A. Change Set Development, Org Development, Package Development

A business analyst (BA) is working with stakeholders at Universal Containers to walk through a potential solution for the lead routing and qualification process. The solution will include automated and manual features. Which artifact should help the BA illustrate the vision of a solution to stakeholders? A. Detailed user stories with technical documentation about the existing process B. Collected pain points from people who follow the existing process C. Annotated process flows with modifications to an existing process

C. Annotated process flows with modifications to an existing process

A business analyst (BA) at Universal Containers had a meeting with sales and service reps to gather requirements around contact management for a new Salesforce implementation. A sales rep wants a place to capture the names of the contact's spouse and children to help build the relationship. The BA writes the following user story: "As a user, I need to be able to record a contact's title and role as separate data points so I know who to address for various needs of the account." Who should be listed as the persona? A. Service rep B. Sales rep C. Contact

B. Sales rep

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 sales 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. One-on-one meetings C. Virtual whiteboarding

C. Virtual whiteboarding

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. Describe a perspective from the business requirements document that addresses architectural concerns based on their business challenges. B. Highlight a perspective from testing feedback that identifies bugs and pain points in their business challenges. C. Give a perspective from a relatable persona that shows the development team can solve their business challenges.

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

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. Locate the stage, add the standard due diligence as a subprocess, and set the trigger point. B. Identity the triggers, locate the stage, and add the standard due-diligence as a subprocess. C. Develop a process map as a base, work with stakeholders to understand the trigger point, and locate the stage.

C. Develop a process map as a base, work with stakeholders to understand the trigger point, and locate the stage.

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

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

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 may differ from those of the new executive. B. The previous VP's requirements are outside of the Salesforce framework. C. The previous VP's requirements fall to meet current formatting standards.

A. The previous VP's requirements may differ from those of the new executive.

Cloud Kicks is conducting sprint planning for an Experience Cloud user portal project. The focus for this sprint is on the minimum viable product. Which requirement should the business analyst prioritize? A. Items that are crucial to the business B. Items requested by the majority of users C. Items that are user-friendly features

A. Items that are crucial to the business

A business analyst (BA) at Universal Containers looks at the user stories for a new implementation of the Salesforce Customer Data Platform (CDP) and notices they are too large. The BA recommends that the large stories be broken down into smaller stories which will decrease the future level of effort for subsequent activities. Which activity will be most impacted by breaking down the user stories? A. Acceptance criteria B. Estimation C. Defining the persona

A. Acceptance criteria

A sales manager at Cloud Kicks recently learned about Salesforce Macros and believes service agents could benefit from the feature. The sales manager created the following user story: "As a service agent, I want Salesforce Macros to complete repetitive tasks faster." What should the business analyst change to improve the user story? A. Change the user story to the sales manager persona. B. Add a quantifiable reason why the feature is needed. C. Replace the specific feature with a goal.

C. Replace the specific feature with a goal.

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. Prioritize requirements B. Validate requirements C. Organize requirements

A. Prioritize requirements

The product owner at Cloud Kicks wants to know which user stories fall user acceptance testing (UAT) and the potential impact on other successful user stories. Currently, user stories are stored in a shared spreadsheet. What should a business analyst recommend to ensure UAT results are documented securely? A. Give all stakeholders the ability to edit the shared spreadsheet. B. Enable history tracking in the shared spreadsheet. C. Ask each tester to download and update their own copy of the shared spreadsheet.

B. Enable history tracking in the shared spreadsheet.

Universal Containers is developing a new recruitment app using Service Cloud. The project team has started writing user stories including: "As a human resources (HR) manager, I need to document the progress of a candidate’s submission so I can manage the candidate’s application throughout the recruiting process." What is one definition of done for this user story? A. The Candidate Status field can be updated. B. The Candidate object has Edit access. C. The acceptance criteria has been approved.

A. The Candidate Status field can be updated.

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

C. 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.

An external business analyst (BA) has been brought in to work on a Sales Cloud project for Universal Containers (UC). UC’s in-house BA has created epics and user stories, but the external BA notices that one story appears to be written incorrectly. How should the BA revise the statement below in the correct user story format? "Sales reps need to track their pipeline in Salesforce." A. As a sales manager, I need sales representatives to track their opportunities in Salesforce. B. As a sales representative, I want to be able to track my opportunities in Salesforce so that we can forecast accurately. C. As a sales manager, I want sales reps to track their opportunities in Salesforce for accurate forecast reporting.

B. As a sales representative, I want to be able to track my opportunities in Salesforce so that we can forecast accurately.

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." Acceptance Criteria - * 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 criteria is too vague. B. The acceptance criteria should be solution focused. C. The user story is too large to test.

A. The acceptance criteria is too vague.

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.

C. Add the stakeholder's concerns to a "parking lot" for further discussion.

Universal Containers has chosen to leverage Experience Cloud to create an engaging site for its customers. The business analyst (BA) leading this project needs to validate that the requirements meet the goal. What should the BA do to ensure alignment? A. Circulate the requirements to stakeholders, incorporate feedback, and obtain sign-off. B. Conduct a whiteboarding session to ensure the requirements are accurate. C. Survey customers to confirm whether the new site meets their requirements.

A. Circulate the requirements to stakeholders, incorporate feedback, and obtain sign-off.

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 small and testable. B. The criteria include solution information. C. The criteria are aligned with the user's goal.

B. The criteria include solution information.

A new business analyst (BA) just started working at Northern Trail Outfitters (NTO). The BA has been tasked with implementing Service Cloud for NTO's internal support team. Which information should the BA gather during the initial discovery meeting? A. Contact information for key stakeholders B. Limitations of the current support process C. Employee review cycle for the support team

B. Limitations of the current support process

Universal Containers (UC) has brought in a business analyst (BA) 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(s) should the BA speak to first? A. IT leaders B. Sales users C. VP of sales

B. Sales users

Cloud Kicks leadership wants to use custom code for functionality that can easily be created declaratively in Sales 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 allows for any level of complexity. B. Configuration provides faster speed to market. C. Configuration leverages multiple programming languages.

B. Configuration provides faster speed to market.

During a discovery session with several stakeholders from Universal Containers' (UC) services team, the business analyst (BA) learned that UC recently implemented an Experience Site that allows customers to view Knowledge articles and submit cases. The stakeholders have asked for suggestions to determine if the current solution is adding value to the business. What should the BA recommend? A. Review the Einstein Article Recommendations feature in the services team's org. B. Review user stories on the services team's development backlog. C. Review the services team's goals, initiatives, strategies, and obstacles.

C. Review the services team's goals, initiatives, strategies, and obstacles.

The delivery team at Cloud Kicks has just conducted a successful sprint demo showcasing a new sales dashboard. However, the marketing team is unhappy because the new lead automation they requested was missing from the deliverables and an important new marketing campaign is starting the next day. What did the business analyst fail to do during sprint planning? A. Prioritize the sprint backlog with stakeholders B. Create a burndown list of sprint tasks C. Calculate the sprint capacity correctly

A. Prioritize the sprint backlog with stakeholders

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. Add a custom field to a page layout in a sandbox. C. Obtain a change order from the customer.

A. Gather requirements and analyze them.

The leadership team at Universal Containers (UC) is focused on customer retention. The business analyst (BA) has been asked to implement a new customer for life program on the Salesforce Platform. Before they can move forward, they need to understand the lifecycle and all of the related interactions that UC has with its customers. Which type of session should the BA perform? A. User Acceptance Testing B. Requirements Gathering C. Journey Mapping

C. Journey Mapping

During a requirements gathering session, two stakeholders discuss the names of the fields they want to see when adding leads to the system. Each stakeholder has a different point of view on field names. What should the business analyst do to help influence the team and accurately capture the requirements? A. Find a middle ground where both stakeholders are satisfied with the field names. B. Ask the executive sponsor to make the final field name decisions. C. Allow the development team to make the final field name decisions.

A. Find a middle ground where both stakeholders are satisfied with the field names.

After stakeholders formally signed off on requirements, the business analyst (BA) received numerous emails requesting changes to Salesforce during user acceptance testing (UAT). The BA quickly became overwhelmed by the requests and needs a way to organize and prioritize them. What should the BA use to help them organize these requests? A. Scope statement specification B. Gap analysis document C. Change request log

C. Change request log

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

A. The story included feature-specific language.

Cloud Kicks leadership wants to improve the new customer onboarding experience. There are a number of complex handoffs between teams. Service managers have been tasked with working with the operations team to improve the handoff between Salesforce and internal systems. The business analyst (BA) wants to break down the onboarding processes and sub-processes into simpler steps. What should the BA create to engage stakeholders? A. Value Stream Map B. Universal Process Notation C. Capability Model

B. Universal Process Notation

Surveys indicate that visitors to the Cloud Kicks' Experience Cloud site have difficulty locating purchase Information for their online orders. A business analyst (BA) is tasked with creating a user story to improve the overall visitor experience when navigating the site. For which persona should the BA write this user story? A. Administrator B. Customer C. Support manager

B. Customer

After completing the most recent sprint, a key stakeholder reached out to the business analyst (BA) with some feedback about the Opportunity reporting functionality shown in the QA org during the sprint demo. * The stakeholder was impressed with how easy it was to create reports about their Opportunity data. * The stakeholder noticed a misspelled column name in the Opportunity Funnel report. * The stakeholder wants to add five additional fields to the Opportunity Funnel report. Which actions should the BA take? A. Thank them for their feedback, log a bug for the misspelled column name, and log an enhancement for the five additional fields. B. Thank them for their feedback, update the misspelled column name In the QA org, and log an enhancement for the five additional fields. C. Thank them for their feedback, log a bug for the misspelled column name, and add the five new fields to the report in the QA org.

A. Thank them for their feedback, log a bug for the misspelled column name, and log an enhancement for the five additional fields.

A business analyst (BA) discovers that Universal Containers (UC) has automated case assignments in Service Cloud. UC uses case assignment rules to route cases to a predefined team. The UC leadership team wants to improve how cases are routed. What should the BA recommend to help UC resolve a common obstacle? A. Minimize case escalations to reduce time to resolution. B. Document the current case assignment process. C. Migrate from case assignment rules to Omni-Channel.

B. Document the current case assignment process.

Northern Trail Outfitters is eliciting feedback from a small number of key stakeholders within the organization for improvements to the current opportunity pipeline process. One of the stakeholders has a tendency to dominate the conversation which takes the group off topic and interferes with meeting the objective. How should the business analyst collaborate with the key stakeholders? A. Conduct a focus group to identify pain points. B. Conduct individual interviews to gather input. C. Conduct a group brainstorming session to generate ideas.

B. Conduct individual interviews to gather input.

During a project kickoff for a multi-year transformational Sales Cloud project at Universal Containers, the business analyst (BA) heard the executive team discuss the challenges that the sales team is having with their legacy solution: opportunity funnel, data hygiene, and forecasting issues. However, the level of detail shared about the challenges was very limited. What should the BA do next? A. Start writing epics and user stories that discuss the challenges mentioned. B. Schedule a ride-along with the sales team to learn more about their goals. C. Clone the features of the legacy solution within the new Sales Cloud org.

B. Schedule a ride-along with the sales team to learn more about their goals.

Northern Trail Outfitters has decided to implement Sales Cloud. A business analyst (BA) has been assigned to document the requirements for this project. What should the BA include in these requirements? A. Test scripts to validate requirements B. High-level description of required functionality C. Detailed documentation of technical solution

B. High-level description of required functionality

Which step should a business analyst take to establish credibility and convey empathy with stakeholders during discovery sessions for a new Experience site? A. Reiterate the project objectives and the KPIs that will be tracked. B. Describe work with other companies that has solved similar problems. C. Ensure the workshop schedule considers time zones and language differences.

B. Describe work with other companies that has solved similar problems.

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. Product functionality B. Customer experience C. Sales margins

B. Customer experience

A business analyst (BA) at Northern Trail Outfitters (NTO) is assigned to a project to help revamp NTO's sales 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. Meet with stakeholders as a group to understand the current state. B. Create an Entity Relationship Diagram (ERD) of the current state. C. Meet with stakeholders as a group to capture future requirements.

A. Meet with stakeholders as a group to understand the current state.

A new employee at Universal Containers just sent the business analyst (BA) a Slack message with an attachment named User_Stories_v37_final final _final.docx. Which best practice should the BA train the employee on first? A. Use acceptance criteria to define success. B. Use standard naming conventions. C. Use a version control repository.

B. Use standard naming conventions.

Cloud Kicks (CK) Is expanding and has many different departments in manufacturing and delivery. CK needs to prepare for a new Sales Cloud implementation for its 6,000 users. To increase adoption, the business analyst (BA) wants to break down existing silos between the manufacturing and delivery departments. Which planning approach should the BA take to get buy-in from users? A. Document user requirements from each department during discovery sessions. B. Assign a team to start building a prototype of product functionality. C. Recommend clear ownership for the platform and identify executive sponsors.

A. Document user requirements from each department during discovery sessions.

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. Send a detailed survey to the entire sales team, including the new employee, to understand their needs, expectations, and priorities. C. Acknowledge the new employee's ideas while making extra effort to reach out to stakeholders who have more industry experience and knowledge.

C. Acknowledge the new employee's ideas while making extra effort to reach out to stakeholders who have more industry experience and knowledge.

A business analyst (BA) is coordinating a User Acceptance Testing (UAT) session focused on Service Cloud enhancements. Which resource is critical for the BA to include in UAT? A. Quality assurance testers B. System developers C. Support agents

C. Support agents

Northern Trail Outfitters has gone through significant growth, moved several business units into Salesforce, and added hundreds of users. Which key principle should a business analyst follow to help prioritize feature requests from various business units? A. Define roles, responsibilities, and processes. B. Give priority to the earliest requested dates. C. Find and install a backlog grooming app from AppExchange.

A. Define roles, responsibilities, and processes.

Cloud Kicks (CK) wants to improve the current business process for moving orders from the warehouse to the customer as part of a Commerce Cloud implementation. The business analyst would like to gather more information to create the future state process. Who is the most appropriate subject matter expert (SME) to confirm the current business process and elicit deeper understanding of CK's goals, opportunities, and pain points? A. Supply chain manager B. Chief financial officer C. Sales manager

A. Supply chain manager

A business analyst (BA) at Universal Containers is conducting discovery sessions for implementing Experience Cloud. The key stakeholders have been assembled. The user stories have been written. What should the BA do next? A. Write the test scripts. B. Plan the sprint schedule. C. Define the acceptance criteria.

C. Define the acceptance criteria.

The operations team at Universal Containers is developing a new inventory forecasting application available on its Experience Cloud site. Management wants to identify key external stakeholders to assist with determining project priorities. Which external stakeholders should the business analyst recommend? A. Buyers and customers B. Governing bodies C. Third-party vendors

A. Buyers and customers

Cloud Kicks has decided to implement a case management process through Service Cloud. A business analyst (BA) has been tasked with writing requirements for this new feature. Which process should the BA follow to draft and finalize the requirements? A. 1. Review information from the discovery. 2. Draft requirements. 3. Ask clarifying questions. 4. Draft user stories. 5. Share user stories with the technical team so they can begin building B. 1. Review information from the discovery. 2. Ask clarifying questions. 3. Draft requirements. 4. Share requirements with the technical team so they can begin building. 5. Create user acceptance criteria and test cases. C. 1. Review information from the discovery. 2. Ask clarifying questions. 3. Draft requirements. 4. Refine and confirm requirements. 5. Prioritize which requirements will be included in the minimum viable product.

C. 1. Review information from the discovery. 2. Ask clarifying questions. 3. Draft requirements. 4. Refine and confirm requirements. 5. Prioritize which requirements will be included in the minimum viable product.

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 business needs. The business analyst recommends writing user stories within the Agile methodology. What is the benefit of creating user stories when documenting project requirements? A. User stories provide specific details about a product early in the development lifecycle. B. User stories translate requirements in a way that shows a product’s value to the end user. C. User stories decrease the need for collaboration within a product team throughout the project.

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

During a requirements workshop, the marketing team mentions they need help reporting on their marketing effort return on investment (ROI). They ask for a new field on the Opportunity object named “Customer Origin”. What should the business analyst do next? A. Ask follow-up questions to determine if standard Salesforce functionality around Leads, Campaigns, and Opportunities could meet this need. B. Write the user story: As a marketer, I need to track customer origin on Opportunity so that I can report on the ROI of our marketing efforts. C. Explain to the customer that the workshop is focused on documenting requirements, rather than solutioning, and write down their pain points.

C. Explain to the customer that the workshop is focused on documenting requirements, rather than solutioning, and write down their pain points.

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. Value Stream Map B. SIPOC (Suppliers, Inputs, Process, Outputs, Customers) C. Capability Model

A. Value Stream Map

Sprint 1 of 5 has been completed in a Sales Cloud implementation. The business analyst (BA) met with the stakeholders to prioritize the backlog for the next sprint. One of the stakeholders wants to include a medium-priority item. There is still a list of high-priority items that need to be addressed. How should the BA communicate with the stakeholder? A. Support the stakeholder in this decision, move the medium-priority item to the next sprint, and inform the development team. B. Schedule a meeting to discuss the importance of the item, then re-evaluate all of the items and their priority levels. C. Verity why the item is medium-priority, explain the reason, and determine if the item priority was misjudged compared to other items.

C. Verity why the item is medium-priority, explain the reason, and determine if the item priority was misjudged compared to other items.

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. Schedule additional discovery sessions with the sales users to understand what will be impacted by the changes. C. Ask the development team to investigate and document all affected components before the story can be written.

B. Schedule additional discovery sessions with the sales users to understand what will be impacted by the changes.

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

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

Business users at Cloud Kicks have just completed user acceptance testing for a Commerce Cloud implementation. The senior executives want to understand how successful testing was and have asked the business analyst to calculate the success rate. How is the success rate calculated? A. Number of failed test cases divided by total number of test cases B. Total number of test cases divided by number of passed test cases C. Number of passed test cases divided by total number of test cases

C. Number of passed test cases divided by total number of test cases

The delivery team at Cloud Kicks is getting ready to demonstrate some new Sales Cloud functionality for a project’s stakeholders. The business analyst has prepared a demo script, created test data in the sandbox, and tested the new functionality. Which additional activity is most likely to result in a successful sprint demo? A. Performing a code review B. Conducting multiple dry runs C. Exporting a backup copy of the demo data

B. Conducting multiple dry runs

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. RACI (Responsible, Accountable, Consulted, Informed) B. V2MOM (Vision, Values, Methods, Obstacles, Measures) C. SMART (Specific, Measurable, Achievable, Relevant, Time-bound)

B. V2MOM (Vision, Values, Methods, Obstacles, Measures)

The customer service director at Universal Containers wants a self-service portal for customers using Experience Cloud. The director has a limited budget and wants the solution delivered before the end of the quarter. After assessing several potential options, which solution should the business analyst recommend? A. The solution with the fastest implementation time B. The solution with the lowest cost C. The solution with the highest business value

C. The solution with the highest business value

The technical team at Cloud Kicks is trying to deliver one of its Salesforce customizations. The business analyst (BA) has been asked to put assignments, test plans, decisions, and milestones in writing and share this document with stakeholders so there is less potential for confusion. Which tactical document should the BA use to capture features? A. Release plan B. Business analysis plan C. User Acceptance Test plan

A. Release plan

The project manager for Universal Containers tells the business analyst (BA) that the developers on the team are having trouble understanding what to build because the acceptance criteria for the Sales Cloud user stories are confusing. How should the BA respond to the feedback effectively? A. Recommend additional training resources. B. Ask for specific examples to review. C. Confirm that best practices are being followed.

B. Ask for specific examples to review.

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) needs 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 nuances of the current state? A. Process Mapping B. Journey Mapping C. Whiteboarding

A. Process Mapping

Universal Containers wants to implement a solution to help it track and analyze its carbon emissions in an effort to meet its new initiatives. The CEO has reached out to the product development team for assistance. The business analyst (BA) has begun exploring potential solutions based on the requirements. What should the BA do first? A. Use CRM Analytics actionable insights. B. Review relevant apps on the AppExchange. C. Investigate building a custom app.

B. Review relevant apps on the AppExchange.

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. User story C. Non-functional requirement

C. Non-functional requirement

A business analyst (BA) is preparing to demonstrate the functionality built by the development team over the last sprint to the client. Which technique should the BA use to create a compelling demo? A. STAR method – situation, task, action, result B. Functional – requirements, code/configuration, run as user C. Storytelling – hero, challenge, helper, victory

C. Storytelling – hero, challenge, helper, victory

A Cloud Kicks business analyst (BA) is conducting user interviews with the support team as part of a migration to Salesforce. Several users indicate they use multi-factor authentication (MFA) on their phones to log in to existing systems. Other users have indicated they access existing systems with only a username and password. Which action should the BA take? A. Select the requirement used by the majority of the support team. B. Bring the requirement to the product owner’s attention. C. Verify the requirement with the security team.

C. Verify the requirement with the security team.

The business analyst (BA) at Northern Trail Outfitters is assigned to a project to help revamp its Experience Cloud implementation. When assessing the existing process, which type of diagram should the BA use to identify waste within and between processes? A. Detailed Process Map B. Value Stream Map C. Suppliers, Inputs, Process, Outputs, Customers (SIPOC) Map

B. Value Stream Map

During a discovery workshop, it was identified that the solution needs to meet all legal accessibility standards (for example, ADA, Section 508, WCAG, etc.). How should a business analyst document this need and ensure it is applied universally across the solution? A. Create a functional requirement for accessibility standards. B. Create a user story for accessibility standards. C. Create a non-functional requirement for accessibility standards.

C. Create a non-functional requirement for accessibility standards.

A business analyst (BA) at Cloud Kicks has been tasked with preparing for requirements gathering workspace for an upcoming Sales Cloud implementation. Which documentation is most beneficial for the BA to define the scope of the project? A. Suppliers, Inputs, Process, Outputs, Customers (SIPOC) Map B. Detailed Process Map C. Value Stream Map

A. Suppliers, Inputs, Process, Outputs, Customers (SIPOC) Map

During a workshop to understand Universal Containers’ current sales process, there seems to be some disagreement between the North America and EMEA sales teams about the steps required to close a sale. What should the business analyst do to gain consensus on the current opportunity process? A. Create a Process Map detailing opportunity stages, then schedule a meeting with the sales teams for review. B. Postpone the discussion and email the sales team leadership to clarify the opportunity stages. C. Open the production org, navigate to Sales Processes in Setup, and review the opportunity stages.

A. Create a Process Map detailing opportunity stages, then schedule a meeting with the sales teams for review.

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 customer's pain points before writing requirements. Which document should the BA use? A. Journey map B. Process map C. Capability map

A. Journey map

Universal Containers has a new client, and the business analyst wants to leverage customer-centric discovery to ensure a successful project outcome. Which step of this process happens before the first requirements workshop? A. Know Your Customer B. Connect With Your Customer C. Be Your Customer

A. Know Your Customer

Sales leadership at Cloud Kicks (CK) is concerned about the limited adoption of Salesforce at the company. CK’s Salesforce implementation includes many custom pages. Multiple users have complained about waiting a long time for key functionality to display. What is the recommended way for a business analyst to understand the opportunities for improvement? A. Monitor the Lightning Usage App. B. Enable Debug Logs. C. Run the Lightning page layout.

B. Enable Debug Logs.

The business analyst (BA) is preparing for the initial requirements gathering workshops with Cloud Kicks on a new Sales Cloud project. The BA has identified the stakeholders, reviewed the project scope, and scheduled each workshop. Which key steps should the BA take next? A. Identify personas, document the current state and propose the future state. B. Document the current state, email to attendees with an agenda, and propose the future state. C. Document the current state, offer a survey to stakeholders, and propose the future state.

B. Document the current state, email to attendees with an agenda, and propose the future state.

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 close 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 inventory closest to a customer. C. Sales rep can see the Inventory closest to a customer.

A. Sales rep can see the inventory closest to a customer with a quick action.

Universal Containers is in the discovery phase of a new Service Cloud project. The lead business analyst (BA) reviews user stories written by junior BAs. The lead BA discovers these user stories are missing important details, such as how case routing should work. The lead BA asks the junior BAs to make revisions based on the intended audience for the user stories. Who will take action based on the information provided in the final user stories? A. Development and QA teams B. Business user and QA team C. End user and development team

B. Business user and QA team

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 NTO’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. Business Requirements Document B. Solution architecture Diagram C. Salesforce Solution Kits

B. Solution architecture Diagram

Northern Trail Outfitters (NTO) is a rapidly growing company that hired a business analyst (BA) to help revamp its sales and support processes. The stakeholder at NTO wants to understand the value of Application Lifecycle Management (ALM). What are benefits of ALM that the BA should share with the stakeholder? A. ALM allows features to remain static and reduces incremental changes. B. ALM provides processes and policies which help build apps more efficiently. C. ALM offers preview access to the three Salesforce Releases per year.

B. ALM provides processes and policies which help build apps more efficiently.

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. Interpret the requests as guidelines to be used when determining priorities for the upcoming release. C. Ask the project manager for an additional resource to implement the new requests.

B. Interpret the requests as guidelines to be used when determining priorities for the upcoming release.

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. Value stream map B. SIPOC (Suppliers, Inputs, Process, Outputs, Customers) C. Capability mode

A. Value stream map

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. Get written sign-off from all business stakeholders. B. Complete development on bugs discovered during this phase. C. Conduct a final retrospective meeting with the project team.

A. Get written sign-off from all business stakeholders.

The Salesforce project team at Universal Containers is reviewing a backlog of user stories to add to an upcoming sprint. The team is unsure of which story to begin working on. What should the business analyst do to help with prioritization? A. Identify dependent components. B. Verify acceptance criteria. C. Determine the definition of done.

A. Identify dependent components.

A business analyst (BA) sees that all the acceptance criteria they wrote for an upcoming project go live have passed unit testing. How can the BA support the project team to ensure the solution meets the business's needs before demoing it to the relevant stakeholders? A. Collaborate with stakeholders to establish a rollout communication and training plan. B. Prepare documentation to summarize the QA team's unit test results for the business stakeholders. C. Help conduct user acceptance testing to make sure the product works smoothly across all business processes.

C. Help conduct user acceptance testing to make sure the product works smoothly across all business processes.

Universal Containers is working to improve Salesforce adoption. Customer service reps are utilizing many Salesforce features in the org, but sales reps are still relying on their personal spreadsheets. What should the business analyst do to better understand the sales reps’ process in order to increase Salesforce adoption? A. Run reports based on usage to see where the sales reps are spending the majority of their time in Salesforce. B. Host focus groups, conduct surveys, and shadow the sales reps to observe the tools they use and how they use them. C. Arrange for the sales reps to collaborate with customer service reps to learn how service reps interact with Salesforce.

B. Host focus groups, conduct surveys, and shadow the sales reps to observe the tools they use and how they use them.

When customers have had an issue making an online purchase on the Northern Trail Outfitters (NTO) website, they submitted feedback about the quality of the service provided by the support team. NTO has listened to its customers and wants to make improvements. How should the business analyst guide the conversation with stakeholders to identify meaningful process improvements? A. Review support team feedback survey results with stakeholders. B. Facilitate workshops with stakeholders to understand priorities. C. Analyze CSAT numbers with stakeholders to identify major pain points.

B. Facilitate workshops with stakeholders to understand priorities.

Cloud Kicks (CK) wants to incorporate a credit check process to verify prospects in Sales Cloud. CK asks the business analyst (BA) to identify which stage of the sales process that the credit check should be embedded. What should the BA do to meet the requirement? A. Create a process map. B. Create a value stream map. C. Create a capability model.

A. Create a process map.

During the discovery phase of a Sales Cloud project at Cloud Kicks, the business analyst (BA) gathers information about the current sales process to uncover potential areas of improvement. The VP of sales has been collecting data from their sales team but is unsure which numbers are truly relevant indicators of the team's success. Which benchmark should the BA recommend as an effective way to measure the team's success? A. First contact resolution rate B. Number of outbound calls per hour C. Average revenue per account

C. Average revenue per account

Cloud Kicks (CK) is planning a project to optimize its lead to cash process. CK needs someone to analyze data and draw business insights, understand business processes, and guide the business to the best implementation for the project. Which role does CK need? A. Solution Architect B. Business Analyst C. Salesforce Administrator

B. Business Analyst

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. Ask the project sponsor to request additional resources. B. Ask the project sponsor to increase the project budget. C. Ask the project manager to re-prioritize requirements.

C. Ask the project manager to re-prioritize requirements.

While working on a new Sales Cloud feature request for the sales team at Northern Trail Outfitters, the business analyst (BA) uncovers a workflow which could have an impact on the service team. The sales director assures the BA that the impact to service would be minimal. Which step should the BA take next? A. Review the effort and impacts with the service team, and work to align requirements across the teams. B. Continue with the effort as defined by sales and add a backlog item to review the service impacts in the future. C. Create a gap analysis that shows the difference between the old and new workflows and present it to the service team.

A. Review the effort and impacts with the service team, and work to align requirements across the teams.

A business analyst (BA) at Universal Containers (UC) has been asked to improve the user experience (UX) of marketing employees who manage 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 CMO's 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. Inspiring B. Analytical C. Accommodating

B. Analytical

Universal Containers is merging with another company that uses a different CRM. During requirements workshops, the incoming support team has been proactively sharing ideas, but the incoming sales team has been less engaged. What should the BA do to ensure they are able to gather the necessary requirements? A. Put extra effort into following up with the sales team to get the requirements. B. Continue the requirements workshops and hope the sales team becomes more responsive. C. Shift focus to the support team since they are proactively providing requirements.

A. Put extra effort into following up with the sales team to get the requirements.

The finance team is rolling out a new sales process in Sales Cloud for opportunities that are Closed/Won. After meeting with the team, a business analyst (BA) realizes that several requirements for the new process will need further refinement. What should the BA use to keep track of changes to the process documents? A. User story B. Version control C. Audit log

B. Version control

Universal Containers recently launched a solution that leverages Service Cloud for its North America (NA) customer support team. Planning has started for the second phase of the project which will expand the solution to include the Asia Pacific (APAC) customer support team. The APAC leadership team has indicated that its processes are similar to the NA team. The APAC team wants to see the high-level process areas that were used for the NA team so it can scope the key priorities for the overall business. The business analyst (BA) has scheduled a meeting with the APAC team. Which action should the BA take during the meeting? A. Demo the end-to-end solution from the NA implementation. B. Review the capability model from the NA implementation. C. Share individual user stories from the NA implementation.

B. Review the capability model from the NA implementation.

Universal Containers is working with a business analyst (BA) to develop a solution to help the marketing department manage leads in Sales Cloud. The current solution meets the requirements, but the marketing team tells the BA they feel it is incomplete. What is important for the BA to consider when responding to the marketing team's feedback? A. Acceptance criteria B. Intent of both parties C. Product limitations

B. Intent of both parties

Northern Trail Outfitters (NTO) wants to address a recent group of complaints it received from the service team. The NTO Salesforce team was alerted that the current routing process is preventing cases from reaching the correct service team without manual intervention. Which action should the business analyst take to best understand and document the gaps in the current process and recommend a future state? A. Review individual surveys and questionnaires from the service team. B. Engage in a live process modeling exercise with the service team. C. Organize a brainstorming session with service team leadership.

B. Engage in a live process modeling exercise with the service team.

Surveys indicate that visitors to the Cloud Kicks' Experience Cloud site have difficulty locating purchase information for their online orders. A business analyst (BA) is tasked with creating a user story to improve the overall visitor experience when navigating the site. For which persona should the BA write this user story? A. Customer B. Customer service manager C. Sales representative

A. Customer

B. Sales users

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. Process maps C. Timelines

C. Timelines

A business analyst is gathering requirements for an automation that triggers tasks when an opportunity status changes. The requirement is that the system must alert the finance team when an opportunity is won. What is an example of a well-written user story in this scenario? A. As a finance team member, I need to know when an opportunity is won so that I can set up a billing account and update the account number. B. As an opportunity is won, a task must be created for the finance team to set up a billing account and update the account number. C. As the system, it needs to alert the finance team when an opportunity is won so they can set up a billing account and update the account number.

A. As a finance team member, I need to know when an opportunity is won so that I can set up a billing account and update the account number.

A lead business analyst (BA) for a Service Cloud implementation at Universal Containers has a strict deadline. Both the client's executive team and the project manager are eager to complete the discovery phase of the project and begin development. What are the key activities that the BA must complete prior to beginning development? A. Eliciting requirements, writing user stories, implementing solutions, testing solutions B. Eliciting requirements, documenting requirements, analyzing information, facilitating solutions C. Eliciting requirements, analyzing requirements, facilitating solutions, implementing solutions

B. Eliciting requirements, documenting requirements, analyzing information, facilitating solutions

The sales team at Universal Containers (UC) has been using multiple tools to track opportunities, leading to inaccurate forecasting and an unclear picture of UC's sales pipeline. UC has appointed a project team to implement Sales Cloud to help resolve these issues. The sales team doubts the new tool will meet their needs and is concerned it will be difficult to use. The business analyst (BA) assigned to the project knows the stakes are high to get the right solution in place. What should the BA do to gain the necessary buy-in and support from the sales team to ensure a solution meets the requirements? A. Present the pros and cons of the decision by using logic and facts. B. Ask questions to understand their needs and focus on shared goals. C. Ask stakeholders to encourage the sales team to support the solution.

B. Ask questions to understand their needs and focus on shared goals.

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 have a tablet so that I can help customers find items. B. As a general manager, I want sales clerks to have tablets so that they can help customers find items. C. As a sales clerk, I want to see item availability and locations so that I can help customers find items.

C. As a sales clerk, I want to see item availability and locations so that I can help customers find items.

Universal Containers is working with a business analyst (BA) to document its lead process. The BA learns that leads come through the office phone line. The office administrator who answers the phone enters leads directly into Sales Cloud and saves them as new lead records. How should the BA capture this first step using Universal Process Notation?

incoming lead call - create lead - new lead