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Business Analyst Cert Flashcards

1
Q

What is the primary high-level role of a business analyst on a project management team?

A

Helping enable change

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2
Q

What are 4 top skills for a business analyst?

A
  • Analysis
  • Documentation
  • Information Discovery
  • Communication
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3
Q

What’s one project step a Salesforce business analyst engages in?

  • Creating profiles
  • Setting up users
  • Eliciting requirements
  • Creating custom objects
A
  • Eliciting requirements
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4
Q

When is a business analyst brought into a project?

  • At the beginning
  • In the middle
  • At the end
  • During implementation
A
  • At the beginning
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5
Q

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

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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6
Q

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 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.

A

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

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7
Q

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.

A

B. Work with quality assurance analysts to collaborate in writing, reviewing and executing UAT scenarios, providing feedback, and approval for release.

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8
Q

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.

A

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

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9
Q

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

B. Missing test result details

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10
Q

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.

A

C. It saves time when prioritizing and implementing functionality.

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11
Q

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.

A

B. Use customer terminology and language.

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12
Q

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.

A

B. Work will begin when capacity becomes available.

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13
Q

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

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

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14
Q

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

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

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15
Q

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.

A

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

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16
Q

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

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

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17
Q

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.

A

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

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18
Q

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

A

B. INVEST checklist

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19
Q

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.

A

B. Use performance analyzer to view the assessment.

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20
Q

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:

click for image

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.

A

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

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21
Q

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

A

C. Definition of done

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22
Q

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.

A

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

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23
Q

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

A

B. Journey Mapping

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24
Q

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. Prioritize the effort as defined by sales and ask the director to review any service impacts.

A

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

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25
Q

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

A

C. User stories

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26
Q

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

A

B. Strategy Analysis

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27
Q

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.

A

B. Adhere to agreed upon mapping standards.

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28
Q

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.

A

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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29
Q

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

A

C.
Able to monitor the sales team’s performance

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30
Q

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

A

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

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31
Q

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

A

C. Gap analysis

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32
Q

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

A. Be vulnerable and own their mistake.

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33
Q

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

A. Identify top project priorities.

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34
Q

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

A. Shows tangible impact from changes to processes

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35
Q

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.

A

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

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36
Q

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

A

C. Enterprise Analysis

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37
Q

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

A. BA, business users, key stakeholders

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38
Q

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

A. Gather requirements and then note the proposed solution.

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39
Q

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

A

B. Include who, what, and why

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40
Q

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

A

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

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40
Q

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

A. User story

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41
Q

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

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

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41
Q

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.

A

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

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41
Q

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

A. Create user training materials.

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42
Q

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.

A

B. Understand business objectives, define the intention and audience, lead a journey mapping workshop, find opportunities for improvement, and update the journey map.

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43
Q

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

A

C. Enterprise, Strategy, Stakeholder

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44
Q

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.

A

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

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45
Q

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.

A

B. The customer should be consulted.

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46
Q

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.

A

B. Provide detailed test cases to validate the functional requirements.

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47
Q

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

A. Include the operations team during discovery.

48
Q

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.

A

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

49
Q

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

A. Universal Process Notation (UPN)

50
Q

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

B. Export a weekly report of user activity.

51
Q

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.

A

C. Review configuration settings.

52
Q

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

A. To ensure what was originally requested is being delivered

53
Q

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

A

C. Version control

54
Q

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

A

C. Analyze, build, deliver, operate

55
Q

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

A

B. Stakeholders

56
Q

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

A. Using live workshops to map out the sales process

57
Q

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 persona, document the current state, and purpose the future state.
B. Document the current state, offer a survey to stakeholder, and propose the future state.
C. Document the current state, email it to attendees with an agenda, and propose the future state.

A

A. Identify persona, document the current state, and purpose the future state.

58
Q

The product owner at Cloud Kicks wants to know which user stories fail user acceptance testing (UAT) and the potential impact on other successful use stories. Currently, user stories are stored in a shared spreadsheet.

What should a business analyst recommend to ensure UAT result are document security.

A. Give all stakeholder the ability to edit the shared spreadsheet.
B. Ask each tester to admit share spreadsheet.
C. Enable history in the shared spreadsheet.

A

C. Enable history in the shared spreadsheet.

59
Q

The business analyst (BA) at Cloud Kicks (CK) is writing user stones 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 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.
B. 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.
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.

A

B. 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.

60
Q

A business analyst (BA) discovers that universal Containers automated case assignments in Service Cloud. UC uses case assignment rules to route cases to predefined team. The UC leadership team wants to improve how cases are routed.

What should the BA recommend to help the resolve a common obstacle?

A.
Minimize case escalations to reduce time to resolution.

B.
Migrate from case assignment riles to Omni-Channel.

C.
Document the current case assignment process.

A

B.
Migrate from case assignment riles to Omni-Channel.

61
Q

The business analyst (BA) is preparing for user acceptance testing (UAT) for Northern Trail Outfitters’ new Service Cloud implementation. The BA secured the sandbox for the testing environment, wrote test cases, and created a process to track and manage reported bugs.

Which additional step is required during the UAT planning process?

A. Identify power users.

B. Schedule deployment.

C. Gather business requirements.

A

A.
Identify power users.

62
Q

A business analyst (BA) uncovered a number of issues communicated by stakeholders in a Sales Cloud discovery session.

Which issue should concern the BA most?

A.
The previous implementation partner neglected to do a knowledge transfer of the final solution.

B.
The support organization still needs to be trained on how to use Sales Cloud.

C.
The system admins note a fair amount of technical debt without having the time or expertise to address it.

A

C.
The system admins note a fair amount of technical debt without having the time or expertise to address it.

63
Q

Universal Containers is developing a new case management solution in Salesforce. The business analyst has started writing user stories to capture feature needs. One user story is: The customer care representative wants to take ownership of new cases and communicate with customers so they can provide high-touch customer experiences.”

Which component of the user story is “provide high-touch customer experiences?”

A.
Where

B.
Why

C.
Assumption

A

B.
Why

64
Q

Cloud Kicks has moved into the quality assurance (QA) phase of Salesforce product configuration and extension. The QA team is now trying to confirm it has delivered value to stakeholders based onbusiness requirements. The team is asking questions such as, “Did we build the right product?’’ and “Did we build the product right?”

Which element should the business analyst use to help the QA team validate that the product fulfilled the requirements without ambiguity?

A.
Process maps

B.
User stories

C.
Acceptance criteria

A

C.
Acceptance criteria

65
Q

Universal Containers is working with a business analyst (BA) to develop a solution to help the marketing department manage lead 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 team’s feedback?

A. Acceptance criteria

B. Product limitation

C. Intent of both parties

A

C.
Intent of both parties

66
Q

Cloud Kicks will launch a new customer experience portal. During discussions with the VP of customer service, a business analyst (BA) recorded the following:

  • All logins must use multi-factor authentication (MFA).
  • Portal pages should load within 2 seconds.

How should the BA document the items?

A.
functional requirement

B.
Non-functional requirement

C.
User story

A

B.
Non-functional requirement

67
Q

A business analyst (BA) is preparing for user acceptance testing for case management scenarios in Service Cloud.

What should the BA do to help prevent gaps from being discovered after go live?

A.
Focus more on happy path testing and less on edge case testing.

B.
Write test scripts that reflect real life and cover the requirements.

C.
Streamline testing by limiting the number of testers involved.

A

B.
Write test scripts that reflect real life and cover the requirements.

68
Q

Which User access and sharing features would you use for the following use case: it is the first time a user logs in and they need to be sent an email with a way to authenticate their email.

A.
2 FA

B.
Single Sign-On

C.
Email Proof

D.
Login Link

A

C.
Email Proof

69
Q

A business analyst is working with a new customer on a Sales Cloud implementation. The executive sponsor for the project is new to the company and their role as VP. The sponsor has inherited functional requirements from the previous VP that were gathered 9 months ago. The project start date has yet to be defined. The sponsor wants to use the inherited requirements in lieu of a traditional discovery process.

What is the largest risk with this approach?

A. The previous VP’s requirements fail to meet current formatting standards.

B. The previous VP’s requirements may differ from those of the new executive.

C. The previous VP’s requirements are outside of the Salesforce framework.

A

B.
The previous VP’s requirements may differ from those of the new executive.

70
Q

Universal Containers is nearing the launch date for its new Salesforce Loyalty Management program. The business analyst (BA) has ensured the user acceptance testing (UAT) plan has the proper test scripts.

What is another important item the BA should look for in the UAT plan?

A. Estimated cost

B. Timelines

C. Process maps

A

B.
Timelines

71
Q

The business analyst at Universal Containers is writing users stories to support the Salesforce implementation for the sales operations division.

There is a request for visibility into sales rep’ pipeline so that can see their revenue.

Which missing component is necessary to finish this user story?

A.
Who

B.
Why

C.
When

A

B.
Why

72
Q

The business analyst at Cloud Kicks received verbal acceptance of all user stories by the product owner and set the status of the user stories to ‘’Ready for Development’’ on a spreadsheet. The development team later reports are unable to confirm which user stories are ready to be built.

A.
The user stories were save outside of a shared repository

B.
The definition of done of the user stories was unclear.

C.
The user stories were linked to the incorrect business process map.

A

A.
The user stories were save outside of a shared repository

73
Q

A group of business analysts (BA) at Universal Containers have been working with different teams of stakeholders on eliciting requirements for a new Salesforce app. The BAs have gathered anddocumented all of the information in a central location. Upon review of the requirements, the BAs discovered that changes made to the documentation were overwritten by each other, and they will lose time recapturing them.

What should the BAs do differently to prevent this error from happening?

A. Each BA should use their own separate documentation.

B. Each BA should enter their business needs in a shared spreadsheet,

C. Each BA should use a shared system that has version control.

A

C.
Each BA should use a shared system that has version control.

74
Q

Northern Trail Outfitters is getting ready to enter the user acceptance testing (UAT) phase of its latest Salesforce project. The business analyst (BA) plans to solicit and document sign-offs from the business as part of the UAT process.

Which sign-offs should the BA seek?

A.
Test cases to implement, individual test case functionality, and final go live date

B.
Test cases to implement, user stories, and final go live date

C.
Functional requirements, individual test case functionality, and final go live date

A

C.
Functional requirements, individual test case functionality, and final go live date

75
Q

The business analyst (BA) at Cloud Kicks (CK) has been tasked with optimizing CK’s lead process. In the weekly sales meeting, the BA outlines the project and asks for input. A new entry-level employee reaches out multiple times with ideas and suggestions for improvements.

What should the BA do when responding to the new employee’s input?

A.
Schedule a one-on-one meeting with the new employee to get an alternative perspective from a beginner’s mind.

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

C.
Send a detailed survey to the entire sales team, including the new employee, to understand their needs, expectations, and priorities.

A

A.
Schedule a one-on-one meeting with the new employee to get an alternative perspective from a beginner’s mind.

76
Q

Universal Containers in rolling out Sales Cloud for the contract renewals team. The team has expressed resistance to learning another platform and changing their processes. The business analyst (BA) shows them a video case study of a contract renewals team at another company that successfully adopted Sales Cloud, which shortened it’s time to close and increased its close rate by 30%.

Which influencing style is the BA using?

A.
Accommodating

B.
Collaborative

C.
inspiring

A

C.
inspiring

77
Q

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.
Communication template

B.
Business backlog

C.
Version control

A

C.
Version control

78
Q

The project manager for a new project at Northern Trail Outfitters (NTO) wants the business analyst (BA) to obtain alignment on goals and strategies across NTO’s organization, using NTO’s documentation, the BA begins to understand NTO’s strategies but needs more information.

Which methodology should help the BA obtain the required information?

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

B.
RACI (Responsible, Accountable, Consulted, Informed)

C.
SMART (Specific, Measurable, Achievable, Relevant, Time-bound)

A

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

79
Q

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 acceptance criteria has been approved.

C.
The Candidate object has Edit access.

A

A.
The Candidate Status field can be updated.

80
Q

The sales teams at Universal Containers (UC) want to add a custom field to a page layout. The IT manager reminds the business analyst (BA) that UC uses the Application Lifecycle Management (ALM) process. The addition of the custom field and subsequent release to everyone in the organization must follow this process.

What is the first step in the ALM process that should be taken?

A.
Gather requirements and analyze them.

B.
Obtain a change order from the customer.

C.
Add a custom field to a page layout in a sandbox.

A

A.
Gather requirements and analyze them.

81
Q

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.

A

C.
Add the stakeholder’s concerns to a “parking lot” for further discussion.

82
Q

A project is in the user acceptance testing phase of a Sales Cloud implementation at Universal Containers. The business analyst (BA) is coordinating the test case execution and supporting the testers. One of the testers fails a test case because they were unable to see a custom field identified in the directions. The BA has reviewed the details of the failed test case and compared the expected outcome to the requirements.

What should the BA do next?

A.
Assign the test case to another tester.

B.
Assign a bug to the development team.

C.
Attempt to reproduce the issue.

A

C.
Attempt to reproduce the issue.

83
Q

The business analyst (BA) at Northern Trail Outfitters recently configured a feature on Opportunities for the sales team. The BA plans to gather feedback from a small group of end users before rolling out the feature to the entire company.

What should the BA do to present this information?

A.
Share user stories about the feature.

B.
Demo the new feature.

C.
Create a feature manual.

A

B.
Demo the new feature.

84
Q

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. Business analysis plan

B. Process mapping

C. Change management

A

B.
Process mapping

85
Q

The executive director of Universal Containers (UC) plans to purchase additional Salesforce Iicenses. The director recently hired a business analyst (BA) to lead a series of journey mapping sessions. The director wants the Journey mapping sessions to be tailored to the features and capabilities that are currently available in UC’s Salesforce environment.

Which information does the BA need to determine the features and functionality UC can implement while avoiding additional costs?

A. Organization edition and license type

B. Storage capacity and license type

C. Number of active users and license type

A

A.
Organization edition and license type

86
Q

Universal Container wants to implement a solution to help it track and analyze its carbon emission 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.
Investigate building a custom app.

B.
Use CRM Anal Analyst actionable insights.

C.
Review relevant apps on the AppExchange

A

C.
Review relevant apps on the AppExchange

87
Q

The Service Center at Universal Containers (UC) uses Service Cloud and Experience Cloud to manage its customer case lifecycle. UC wants to limit the number of interactions a customer has during the lifecycle. The project leader has asked the business analyst (BA) to visually illustrate the lifecycle.

Which document should the BA create?

A.
Journey Map

B.
Heat Map

C.
Process Map

A

A.
Journey Map

88
Q

Cloud Kicks leadership wants to use custom code for functionality that can easily be created declaratively in Sates Cloud. The business analyst (BA) has been asked to advise leadership on how these approaches impact their solution options.

What is one of the BA’s strongest arguments for using configuration over code?

A. Configuration leverages multiple programming languages.

B. Configuration allows for any level of complexity.

C. Configuration provides faster speed to market.

A

C.
Configuration provides faster speed to market.

89
Q

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 realize 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.
Research AppExchange solution that offer customization options.

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

A

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

90
Q

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.

A

A.
Ask the team to reprioritize the backlog and work on the item at the top.

91
Q

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. Rapid Application Development, Org Development Package Development

C. Salesforce DX, Flow Builder, Rapid Application Development

A

A.
Change Set Development, Org Development, Package Development

92
Q

Northern Trail Outfitters is starting a project to implement Service Cloud for the customer service department.

Which activity should be handled by a business analyst assigned to this project?

A.
Work with Salesforce to purchase the necessary licenses.

B.
Manage existing Salesforce applications and activities.

C.
Understand current business processes and document existing functionality.

A

C.
Understand current business processes and document existing functionality.

93
Q

Cloud Kicks has completed the user acceptance testing (UAT) phase of a major update to Sales Cloud for its EMEA sales team.

How should the business analyst help the EMEA sales team learn the new features?

A.
Organize user groups by permission set and train each team.

B.
Document key changes and gather feedback to update the backlog.

C.
Build tooltips and discoverable content in the new console layouts.

A

C.
Build tooltips and discoverable content in the new console layouts.

94
Q

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.
Sales rep

B.
Contact

C.
Service rep

A

A.
Sales rep

95
Q

Universal Containers (UC) stores information about its containers in the standard Salesforce Product object. UC deals with data integrity issues, such as the Container Color field fails to update on all containers when the color is updated on a Container Product Line. The project owner mentioned that a previous consultant recommended that UC move to a more normalized data model to represent its containers.

What should the business analyst review to learn more about the previous consultant’s recommendation?

A.
Entity Relationship Diagram (ERD)

B.
System requirements specification

C.
Change request logs

A

A.
Entity Relationship Diagram (ERD)

96
Q

Northern Trail Outfitters wants to reduce the amount of time it takes for customers to receive their orders after making an online purchase.

Which initial steps should the business analyst take to help determine why the order management and fulfillment process is slow?

A. Work with stakeholders to identify relevant processes, select a key process with defined start and end points, and collaborate with process owners and users to create a current state process map.

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

C. Create a process map that includes detailed steps related to order management and fulfillment, analyze the process map for inefficiencies, and present findings to leadership.

A

A.
Work with stakeholders to identify relevant processes, select a key process with defined start and end points, and collaborate with process owners and users to create a current state process map.

97
Q

What is the storage of the Developer Pro Sandbox?

A.
300MB

B.
200MB

C.
2GB

D.
1GB

A

D.
1GB

98
Q

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.
Discuss and document specific pain points in existing processes to inform future project requirements.

C.
Preview potential Salesforce solutions and collect feedback from stakeholders on each option to inform the direction of the project.

A

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

99
Q

What are the business analyst’s responsibilities during the analyze phase of the Salesforce implementation lifecycle?

A.
Complete testing, build training materials, and elicit requirements for the next iteration.

B.
Create a data dictionary, write end user documentation, and review test scripts.

C.
Gather business requirements; create process maps, and write user stories.

A

C.
Gather business requirements; create process maps, and write user stories.

100
Q

A business analyst (BA) at Northern Trail Outfitters was asked to create a new user story for a Sales Cloud update requested by the inside sales team. The BA created the following story:

“As a user, I need visibility to customers’ purchase history details so I can increase efficiencies and improve closure rates by better tailoring sales offerings.”

Which mistake did the BA make when creating this story?

A.
The goal is undefined.

B.
The persona is undefined.

C.
The need is undefined.

A

B.
The persona is undefined.

101
Q

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 readership 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 car 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.
Share individual user stories from the NA implementation.

B.
Review the capability model from the NA Implementation.

C.
Demo the end-to-end solution from the NA implementation.

A

B.
Review the capability model from the NA Implementation.

102
Q

Which users will be able to reset a Single Sign-On User Password?

A.
The SSO Manager

B.
Users above the SSO user in the role hierarchy.

C.
Only the Admin

D.
Admin and Users with the right permission sets.

A

C.
Only the Admin

103
Q

Universal Containers (UC) uses a Salesforce org. UC is merging with a sister company that uses a different CRM. The incoming sales team is reluctant to change to a different process. The business analyst (BA) has been asked to help reach consensus and drive adoption.

Which group is well positioned to help the BA secure alignment for the initiative?

A.
System admin and project manager

B.
Power users and top sales earners

C.
Executive sponsors and sales leadership

A

C.
Executive sponsors and sales leadership

104
Q

The business analyst (BA) at Universal Containers is also its primary system admin. The BA knows that version is mandatory when it comes to releasing.

What is the most efficient process for the BA to track the changes they are committing?

A.
Agile planning

B.
DevOps

C.
Metadata backups

A

B.
DevOps

105
Q

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 operating team to improve the handoff between salesforce and internal systems. The business (BA) wants to break down the onboarding processing 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

A

A.
Value Stream Map

106
Q

A business analyst (BA) at Northeren Trail Outfitters has been asked to explain a sales process improvement idea and collaborate on a plan for implementation. Several sale users in various locations have been identified to participate.

Which technique should the BA use to optimize effectiveness and build a shared understanding of the idea and approach?

A.
Demo prototype

B.
Virtual whiteboard

C.
One-on-one meetings

A

B.
Virtual whiteboard

107
Q

The development team at Universal Containers is reviewing several stories to be added to the current sprint. The team is having trouble with a particular story about an Opportunity email alert and is unsure about which type of testing is needed.

What should the business analyst review and revise to provide more clarity to the team?

A.
Definition of done

B.
User persona

C.
Acceptance criteria

A

C.
Acceptance criteria

108
Q

The business analyst (BA) working with the contract renewal team at Cloud kicks has mapped out is current renewal process, the BA has noted where representatives are inputting contract information from PDF document which is introducing errors an inaccurate date into Salesforce.

Which type of inefficiency is happening during this step in the process?

A.
Avoidance

B.
Manual effort

C.
Duplication

A

B.
Manual effort

109
Q

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 be better able to prioritize across teams and streamline processes.

B.
CK will get insights to current business processes.

C.
CK will develop a process to gather feedback from end users regularly.

A

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

110
Q

An executive stakeholder at Northern Trail Outfitters (NTO) wants to explore automating NTO’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 stakeholders?

A. A capability map detailing the functionality of Salesforce and AppExchange Quote-to-Cash products

B. A SIPOC (Support 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

A

A. A capability map detailing the functionality of Salesforce and AppExchange Quote-to-Cash products

111
Q

From where can an Admin unlock a user?

A.
Setup > Locked Users > Unlock

B.
Users > Select user > Unlock

C.
Setup > Object Manager > Users > Select User > Unlock

D.
Users > Logins > Unlock Users

A

B.
Users > Select user > Unlock

112
Q

Universal Container wants to build a Salesforce application to manage its recruitment lifecycle. The project lead wants to identify the key recruitment steps and stakeholders in a visual format.

What should the business analyst do to meet the requirement?

A.
Map the business process.

B.
Review department procedures and consult the org chart.

C.
Create an entity relationship diagram.

A

A.
Map the business process.

113
Q

Universal Containers is transitioning to Slack as its internal communication tool and is ready to release.

What is the final step that a business analyst should perform during the user acceptance testing process that would ensure a “go” decision?

A.
Complete development on bugs discovered during this phase.

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

C.
Conduct a final retrospective meeting with the project team.

A

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

114
Q

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

B.
As a sales team member, I need additional enablement training and reporting information to help

the improve close rates.

C.
AS a sales leader, I need a new “Closed/Lost Reason” picklist field on Opportunities and better reports to help the sales team improve close rates.

A

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

115
Q

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. Scope, resource, and documentation impact

B. Team, budget, and timeline impact

C. Technical, operational, and regulatory impact

A

A.
Scope, resource, and documentation impact

115
Q

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.
Define the acceptance criteria

C.
Plan the sprint schedule.

A

B.
Define the acceptance criteria

116
Q

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 port.

What should a business analyst do to improve this user story?

A. Estimate how long it will take the technical team to complete the story.

B. Include specific information about potential Salesforce solutions.

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

A

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

117
Q

The VP of customer success at Northern Trail Outfitters wants to implement a new client onboarding process leveraging custom objects and a custom Console Lightning App.

Which approach should a business analyst take to begin this process?

A.
Partner with Salesforce account executives to complete discovery.

B.
Schedule a meeting with stakeholders and create a journey map.

C.
Develop the project plan and finalize the release date.

A

B.
Schedule a meeting with stakeholders and create a journey map.

118
Q

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 their can move forward, they need to understand the lifecycle and all of the related interaction that IC has with its customers.

Which type of session should the BA perform?

A. User Acceptance testing

B. Journey Mapping

C. Requirements Gathering

A

B.
Journey Mapping

119
Q

A business analyst (BA) at Northern Trail Outfitters (NTO) is assigned to a project to help revamp n process. The current process used by the sales team is different than the process outlined in NTO’s documentation.

Which step should the BA take first?

A.
Create an Entity Relationship Diagram (ERD) of the current state.

B.
Meet with stakeholders as a group to capture future requirements.

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

A

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

120
Q

What does INVEST stand for?

A

independent
negotiable
valuable
estimable
small
testable

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