Business Analyst FullSet

Question 1

Northern Trail Outfitters (NTO) 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 schedule sprints.
B. 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.
C. 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.

Answer 1

B. 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.

Question 2

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

Answer 2

C. Enterprise, Strategy, Stakeholder

Question 3

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 persona’s perspective for acceptance criteria and the overall perspective for definition of done.
B. Create one consolidated set of documentation as the two terms are synonymous and used interchangeably.
C. Include the overall perspective for acceptance criteria and the persona’s perspective for definition of done.

Answer 3

A. Include the persona’s perspective for acceptance criteria and the overall perspective for definition of done.

Question 4

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 Sponsor
B. The Enterprise
C. The Project

Answer 4

B. The Enterprise

https://www.salesforceben.com/the-drip/how-to-interview-stakeholders-translate-into-salesforce-marketing-ops/

Question 5

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 life cycle. 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

Answer 5

A. Journey Map

Question 6

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.

Answer 6

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

Question 7

The Cloud Kicks admin is getting ready to release a record-triggered flow that auto-generates Renewal Opportunity Order Line Items once an Opportunity isClosed/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. 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.
C. Collaborate with the admin and a power user to test the flow for scalability, robustness, and maintainability in a sandbox

Answer 7

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

Question 8

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, update the existing user story to include the field changes, and assign the user story back to the technical team for immediate development.
B. Acknowledge the feedback, create a new test case that includes the field changes, and assign the test case hack to the stakeholder far immediate testing.
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.

Answer 8

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.

o

A. 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.

Question 9

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.

Answer 9

A. Identify power users.

Question 10

New interns at Universal Containers have been tasked with following a new process to import leads from a spreadsheet into Salesforce. A business analyst is mapping the process to document the overall lead creation process.
What should the process map look like?

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

Answer 10

C. A simple process map that is high-level and covers key aspects

Question 11

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.

Answer 11

A. Gather requirements and then note the proposed solution.

Question 12

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.

Answer 12

A. Create user training materials.

Question 13

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.

Answer 13

B. Map the business process.

Question 14

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. Give a perspective from a relatable persona that shows the development team can solve their business challenges.
C. Highlight a perspective from testing feedback that identifies bugs and pain points in their business challenges.

Answer 14

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

Question 15

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.

Answer 15

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

Question 16

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

Answer 16

A. Sales rep

Question 17

As part of the digital transformation at Cloud Kicks, company leaders have decided to adopt Service Cloud as its CRM platform for customer service and support.
Executive directors are supportive of the initiative, but end users are unconvinced and prefer to remain on the current platform.
What should the business analyst do to gain the end users’ cooperation?

A. Respond to end users with empathy and accommodate their needs; translate the end users’ needs into technical requirements; and deliver the project to the developers to implement the solution.
B. Use an assertive influencing style; demonstrate authority and expertise; outline the project objectives; and make sure end users know that the decision has been made and the time to make changes has passed.
C. Identify key stakeholders and develop relationships with them as a trusted advisor; involve stakeholders and end users in the design of the new solution; and act as a liaison between business and technical teams.

Answer 17

C. Identify key stakeholders and develop relationships with them as a trusted advisor; involve stakeholders and end users in the design of the new solution; and act as a liaison between business and technical teams.

Question 18

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

Answer 18

C. The acceptance criteria of the user story

Question 19

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

Answer 19

B. System requirements specification

Question 20

Cloud Kicks (CK) wants to enhance the user experience for customer service agents on Service Cloud so they can effectively meet their service-level agreements. CK has a vision for the future state, but needs to understand how to achieve it. A business analyst (BA) has been assigned to help with this goal.

Which type of document should the BA use to meet the requirement?

A. Change management
B. Use case
C. Gap analysis

Answer 20

C. Gap analysis

Question 21

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

Answer 21

C. Technical, operational, and regulatory impact

Question 22

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 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.
C. The UAT should have been performed by customers who are familiar with the products.

Answer 22

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

Question 23

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

Answer 23

C. A business process model

Question 24

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. Focus groups and workshops
B. Observation and interviewing
C. Brainstorming and prototyping

Answer 24

B. Observation and interviewing

Question 25

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. Define the minimal viable product.
B. Get approval and signoff on the requirements.
C. Schedule sprint planning meetings.

Answer 25

B. Get approval and signoff on the requirements.

Question 26

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 “who” of the user story is well-defined.
B. The “why’’ of the user story is focused on user needs.
C. The ‘’what’’ of the acceptance criteria is negotiable.

Answer 26

C. The ‘’what’’ of the acceptance criteria is negotiable.

Question 27

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.

Answer 27

A. Be vulnerable and own their mistake.

Question 28

Cloud Kicks (CK) needs to integrate the industry standard due-diligence in its sales process to verify customers in Sales Cloud. CK asks the business analyst (BA) to identify which stage in the sales process the industry standard due-diligence should be embedded.
What should the BA do to meet the requirement?

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

Answer 28

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

Question 29

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 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

Answer 29

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

Question 30

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.

Answer 30

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

Question 31

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

Answer 31

B. DevOps

Question 32

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

Answer 32

C. Work will begin when capacity becomes available

Question 33

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

Answer 33

B. Why

Question 34

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 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.

Answer 34

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

Question 35

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

Answer 35

C. Executive sponsors and sales leadership

Question 36

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

Answer 36

A. User stories encourage iterative development.

Question 37

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

Answer 37

B. Scalability

Question 38

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

Answer 38

A. Stakeholder analysis

Question 39

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. Virtual whiteboarding
C. One-on-one meetings

Answer 39

B. Virtual whiteboarding

Question 40

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. Business leaders, middle management, and end users
B. Senior leadership, IT leadership, and middle management
C. Executive sponsors, IT leadership, and end users

Answer 40

A. Business leaders, middle management, and end users

Question 41

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.

Answer 41

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.

Question 42

Which method should a business analyst use to show current state business flows in Salesforce?

A. Universal Process Notation
B. Entity Relationship Diagramming
C. Storyboarding

Answer 42

A. Universal Process Notation

Question 43

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. Annotated process flows with modifications to an existing process
C. Collected pain points from people who follow the existing process

Answer 43

B. Annotated process flows with modifications to an existing process

Question 44

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. A sales rep can view current information directly in the Lead and Contact records.
B. A sales rep needs to have the CRM widget installed in the Lead and Contact Record Page Layout.
C. Install a CRM widget to allow sales reps to view information in the Lead and Contact records.

Answer 44

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

Question 45

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. Associate each set of metadata changes to the corresponding user story.
B. Provide detailed test cases to validate the functional requirements
C. Involve the stakeholders in the business requirements gathering sessions.

Answer 45

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

Question 46

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. Negotiable
B. Valuable
C. Small

Answer 46

C. Small

Question 47

Northern Trail Outfitters (NTO) is undergoing a Salesforce implementation for Service Cloud. The business analyst is currency 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

Answer 47

A. Change Set Development, Org Development, Package Development

Question 48

Northern Trail 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. Configure a proof-of-concept demo within a sandbox environment to show the pros and cons of the requested solution.
B. Produce a gap analysis document that will show the ways the requested solution can solve the limitations of NTO’s current system.
C. Encourage the project stakeholders to think of various ways to solve cases different before deciding on a specific solution.

Answer 48

C. Encourage the project stakeholders to think of various ways to solve cases different before deciding on a specific solution.

Question 49

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.

Answer 49

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

Question 50

A business analysis (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. Capture decision steps and different outcomes.
B. Set limits to the scope that will be documented.
C. Illustrate which fields are integrated with an external system.

Answer 50

A. Capture decision steps and different outcomes.

Question 51

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 scratch org and give the development team access to it.
B. Create a partial sandbox and give the VP of sales access to it.
C. Create a full copy sandbox and give power users access to it

Answer 51

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

Question 52

The business analyst (BA) at Northern Trail Outfitters is helping to improve the process for handling customer returns using Salesforce. The BA has completed a current state process map to identify areas for improvement. The BA plans to present ideas for a future state return handling process to the larger project team.
What should the BA present to the team in a way that is relatable and invites discussion, feedback, and ideas?

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

Answer 52

C. A story using personas to illustrate potential solutions

Question 53

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. Review configuration settings.
B. Conduct stakeholder interviews.
C. Read business process documentation

Answer 53

A. Review configuration settings.

Question 54

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.

Answer 54

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

Question 55

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

Answer 55

C. Stakeholder analysis

Question 56

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

Answer 56

C. Version control

Question 57

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. Project plan
B. Definition of done
C. Pull request template

Answer 57

B. Definition of done

Question 58

Cloud Kicks has invited stakeholders from multiple departments and roles to participate in its latest Salesforce project. Each stakeholder’s experiences and priorities for the project are different which causes tension within the team and a lack of clarity around project direction.
What should the business analyst do to help the team work together more effectively?

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

Answer 58

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

Question 59

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.

Answer 59

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

Question 60

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

Answer 60

C. Universal Process Notation (UPN)

Question 61

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.

Answer 61

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

Question 62

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.

Answer 62

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

Question 63

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. Engages stakeholders, identifies improvements, and starts the change process
B. Builds accountability, increases revenue, and decreases overall time spent on requirements
C. Identifies improvements, decreases project costs, and starts the change process

Answer 63

A. Engages stakeholders, identifies improvements, and starts the change process

Question 64

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 on a daily basis and provides a history of changes
B. Tracks changes for the testing team and provides access to user stories
C. Tracks changes in real time and provides a single source of truth

Answer 64

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

Question 65

The scrum team working on Salesforce projects at Northern Trail Outfitters plans to review the current build with stakeholders to gather feedback. The business analyst will facilitate the meeting.
Which type of meeting should be held?

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

Answer 65

C. Sprint review

Question 66

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

Answer 66

C. It saves time when prioritizing and implementing functionality.

Question 67

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. 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.

Answer 67

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

Question 68

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

Answer 68

A. To ensure what was originally requested is being delivered

Question 69

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. Definition of done
C. User acceptance criteria

Answer 69

B. Definition of done

Question 70

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. Journey Mapping
B. Survey /Questionnaire
C. Focus Groups

Answer 70

A. Journey Mapping

not a elicitation technique?

Surveys/Questionnaires: Distribute surveys or questionnaires to a broader audience to collect feedback and opinions on existing Salesforce processes or desired improvements.

Focus Groups: Organize focus groups with representatives from different user groups to discuss Salesforce-related topics, challenges, and ideas for enhancements.

Question 71

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

Answer 71

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

Question 72

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

Answer 72

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

Question 73

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

Answer 73

B. Adhere to agreed upon mapping standards.

Question 74

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

Answer 74

B. Strategy Analysis

Strategy Analysis

This is about getting to the heart of the problem. It’s about understanding. First, you identify the need of strategic or tactical importance—the business need. This is an important first step; the business need guides the rest of the project.

Then, you observe the current state and define the future and transition states that will address the business need. This is a gap analysis—identifying what is different between the current and desired state. Now, assess options for achieving the desired state, including the work or scope required, and recommend the highest value approach for reaching that state.

The BA should also assess the risks associated with the identified change solution and what effect those uncertainties might have on the project lifecycle or end goal. Develop a plan of action to address the potential risks.

Question 75

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. 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.
B. 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.
C. 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%

Answer 75

A. 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.

Question 76

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.

Answer 76

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

Question 77

Cloud Kicks (CK) has expressed concerns about the distribution process for a new line of shoes, because the company consistently misses its targeted delivery dates. CK asks the business analyst (BA) to uncover the issue and propose a business solution.
What should the BA do next?

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

Answer 77

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

Question 78

Universal Containers has a Salesforce Knowledge base solution; however 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 IdeaExchage 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.

Answer 78

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

Question 79

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)

Answer 79

B. Universal Process Notation (UPN)

Question 80

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. Enterprise Analysis
B. Stakeholder Analysis
C. Strategy Analysis

Answer 80

A. Enterprise Analysis

As a BA, you need to learn and understand an organization’s structure, including who reports to whom, and the functions and interactions of departments within the organization.

Question 81

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 or 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.

Answer 81

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

Question 82

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 responsible.
B. The customer should be informed.
C. The customer should be consulted.

Answer 82

C. The customer should be consulted.

Resource: A resource in each activity box designates the who. Resources are tagged with RACI (responsible, accountable, consulted, and informed).

Question 83

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

Answer 83

B. Process mapping

Question 84

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.

Answer 84

B. Use performance analyzer to view the assessment.

The performance analyzer is a tool that helps business analysts and admins identify and troubleshoot performance issues on record pages. It shows the load time of each component on a record page and provides recommendations to improve performance. The first step to resolve the issue is to use the performance analyzer to view the assessment and identify the slowest components.

References:

https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-certification-prep/optimize-performance
https://help.salesforce.com/s/articleView?id=sf.performance_analyzer.htm&type=5

Question 85

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

A. Audit log
B. Current state analysis
C. Gap analysis

Answer 85

C. Gap analysis

Question 86

Cloud Kicks needs to revamp its support process to improve the customer experience and has asked the Service Cloud team to collaborate with the business analyst (BA). The BA has scheduled an initial live process mapping session with all stakeholders and received the following calendar responses:

** Responses table **

What should the BA do?

A. Hold a one-on-one diagram session with each stakeholder before the workshop.
B. Proceed with the workshop as scheduled with the stakeholders who are available.
C. Cancel the workshop and reschedule it to a date when all stakeholders are available.

Answer 86

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

Question 87

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

Answer 87

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

Question 88

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.

Answer 88

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.

Question 89

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 clearly 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.

Answer 89

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

Question 90

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. Proceed with the sales team’s project as planned.
B. Start project work for the operations team.
C. Include the operations team during discovery.

Answer 90

C. Include the operations team during discovery.

Question 91

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

Answer 91

B. Include who, what, and why

Question 92

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

Answer 92

B. INVEST checklist

Question 93

The business analyst (BA) at Northern Trail Outfitters is getting ready to kick off a new Service Cloud project with the retail division to turn on the Web-to-Case functionality. The BA wants to better understand business processes so they can accurately scope the project.
Which type of documentation should the BA utilize?

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

Answer 93

C. Use cases

Question 94

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

Answer 94

A. Missing test script details

Question 95

Northern Trail Outfitters (NTO) has acquired a competitor. The agreement is to migrate the acquired company into NTG’s Technological Platforms. One of its challenges is to offer a unified customer experience while strengthening the relationship with its customers. The business analyst (BA) has been asked to translate the business objectives and assemble an improved and standard customer experience.
Which strategy should the BA use to accomplish the goal?

A. Understand business objectives, define the intention and audience, conduct user experience research, analyze the research results, and design an improved new user experience.
B. Understand business objectives, define the intention and audience, lead a journey mapping workshop, find opportunities for improvement, and update the journey map.
C. Understand business objectives, determine company culture, evaluate processes and user experiences, interview stakeholders, and add improvements to the integration roadmap

Answer 95

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

https://trailhead.salesforce.com/de/content/learn/modules/journey-mapping/define-intention-and-audience

Question 96

The Salesforce team at Cloud Kicks (CK) is reviewing the sales team’s business processes. During a review session, the business analyst notices that quantifiable benchmarks have yet to be established.
Why is it a best practice to establish benchmarks to evaluate existing processes?

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

Answer 96

C. Shows tangible impact from changes to processes

Question 97

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 impact

Answer 97

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

Question 98

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

Answer 98

C. Version control

Question 99

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

Answer 99

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

Question 100

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

Answer 100

C. Able to monitor the sales team’s performance

Question 101

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

Answer 101

C. Use case

User stories -> A user story describes the functionality that a business system should provide so that it can be developed. It is often called a ticket or work item. The format is “As a…. I want to… So that I can…”
Business analysis plan -> This plan lists all the business analysis activities that will take place throughout the project.
Use cases -> A use case identifies, defines, and organizes the system requirements from the perspective of a user.

Question 102

Management at Cloud Kicks has asked a business analyst (BA) to gain alignment from a group of people to determine what is in scope and out of scope on a Salesforce project.
Which group should the BA include early in the scoping process?

A. Personas
B. Stakeholders
C. Scrum team

Answer 102

B. Stakeholders

Question 103

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

Answer 103

A. BA, business users, key stakeholders

Question 104

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 he business analyst recommend Kanban?

A. Work is generally project-based and can be broken into smaller pieces.
B. Work includes platform support requiring immediate outage handling.
C. Work is predictable but sometimes lacks sufficient planning.

Answer 104

B. Work includes platform support requiring immediate outage handling.

Kanban Case Study

Does your team have to deal with service outages? That’s an example of interruption-driven work. You can’t always know about or plan for outages 2 weeks in advance. Teams that work on architectural, service, or platform support tend to work on items that just pop up and create shifting priorities.

In this case, Kanban is the better process, as its flexible workflow allows for these kinds of unpredictable outages.

Question 105

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

Answer 105

C. Identify top project priorities.

Question 106

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

Answer 106

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

Question 107

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

Answer 107

C. Analyze, build, deliver, operate

Question 108

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

Answer 108

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

Question 109

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

Answer 109

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

Question 110

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

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

Answer 110

B. Use industry terminology and language.

Question 111

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

Answer 111

C. End users who are experts in that functionality should participate in UAT.

Question 112

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 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. 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.
C. Ask the project manager to reschedule UAT until after the defect is resolved

Answer 112

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

Question 113

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.

Answer 113

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.

Question 114

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. Asking stakeholders to complete a questionnaire
C. Conducting individual interviews with stakeholders

Answer 114

A. Using live workshops to map out the sales process

Question 115

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 gap analysis document and scope statement specification.
B. Update the change request log and draft a new user story.
C. Update the change management document and user acceptance testing plans.

Answer 115

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

Question 116

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. Requirements
B. User stories
C. Epics

Answer 116

B. User stories

Question 117

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. Ask questions to understand their needs and focus on shared goals.
B. Present the pros and cons of the decision by using logic and facts.
C. Demonstrate the BA’s expertise and clearly state the decision is final.

Answer 117

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

Question 118

One retail location of Cloud Kicks has been getting complaints from shoppers about being unable to find items in the store. The general manager has asked IT to configure tablets for the sales clerks so they can move freely around the store to assist customers.
The IT team writes a functional requirement:
* Tablets running the Salesforce mobile app must allow users to access store inventory records which include current item count and item location.
Which user story should the business analyst write to describe the functional requirement?

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

Answer 118

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

Question 119

Universal Containers wants the ability to fill out a survey based on customer feedback. The team is unable to visualize a possible solution in order to confirm the requirements.
Which elicitation technique should the business analyst use to help the team meet its goal?

A. Prototyping
B. Brainstorming
C. Observation

Answer 119

A. Prototyping

Question 120

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.

Answer 120

A. Research third-party apps on the AppExchange.

Question 121

The sales team is learning a new sales methodology. Management wants to align Salesforce opportunities with the methodology. What is the first step a business analyst should take to begin overhauling the Opportunity object?

A. Understand the current business process.
B. Configure stages in Salesforce.
C. Create new reports and dashboards.

Answer 121

A. Understand the current business process.

Question 122

A business analyst (BA) is compiling a list of subject matter experts to consult throughout the discovery for a new Service Cloud implementation.
What is the primary value of the BA speaking with customer service reps?

A. Validating current processes
B. Estimating the project cost
C. Building solution design consensus

Answer 122

A. Validating current processes

Question 123

As a part of discovery, the business analyst (BA) at Universal Containers is trying to understand how Salesforce was implemented.
What should the BA utilize to help uncover any technical constraints or potential problems in a Salesforce implementation?

A. Salesforce Optimizer
B. Setup Audit Trail
C. Reports and Dashboards

Answer 123

A. Salesforce Optimizer

Question 124

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.

Answer 124

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

Question 125

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

Answer 125

A. Capability model

Question 126

The business analyst (BA) at Cloud Kicks has been interviewing customer service team members who use Service Cloud to understand the steps they take to complete their daily work. The BA is working on a solution to improve their productivity by identifying each step and documenting its purpose.

Which type of requirement documentation is the BA using in this scenario?

A. Process mapping
B. Value stream mapping
C. Data modeling

Answer 126

A. Process mapping

Question 127

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.

Answer 127

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.

Question 128

A business analyst has been asked to evaluate all of the reporting tools that Universal Containers (UC) currently uses, including CRM Analytics, to identify gaps and overlaps in functionality.
Which tool would help UC understand the existing functionality.

A. Value stream map
B. Capability model
C. Process map

Answer 128

C. Process map

Question 129

The business analyst is auditing data access by documenting Field-level Security on the Account object in Salesforce.
How do end users participate as stakeholders in data Governance?

A. They export their data back up locally.
B. They implement their data entry workarounds in the system.
C. They provide valuable feedback on how they use data.

Answer 129

C. They provide valuable feedback on how they use data.

Question 130

The business analyst (BA) at Cloud Kicks is deep in planning activities for its Commerce Cloud implementation project. The project sponsor asks the team to adjust their efforts due to budgetary constraints.
What should the BA do next?

A. Organize requirements.
B. Validate requirements.
C. Prioritize requirements.

Answer 130

C. Prioritize requirements.

Question 131

The business analyst (BA) at Universal Containers is responsible for defining the enhancement features for the current Salesforce CPQ implementation that must be configured in the next phase of the project.
Which type of document should the BA create to achieve the objective?

A. Business analysis plan
B. Scope statement specification
C. Functional requirements specification

Answer 131

B. Scope statement specification

Question 132

A business analyst (BA) is working on a request from a sales leader at Universal Containers. The sales leader has noticed the quality of information on new leads has declined recently. After completing their initial research, the BA concludes that the Salesforce lead intake form needs to be updated to include only essential information. Since several sales teams use the intake form, the BA must get alignment from all of the groups.
How does whiteboarding help the BA collaborate with multiple stakeholders?

A. It provides a script to follow with suggested questions and prompts, identifies exactly what each group needs in order to be successful, and the final version acts as the business requirements document.
B. It builds a shared understanding of the current state, creates a space for everyone to contribute since the activity feels shared, and guides the conversation while maintaining engagement.
C. It provides a single document in a central location for stakeholders to contribute, allowing each group to provide feedback on their own, instead of requiring everyone to meet and discuss together.

Answer 132

B. It builds a shared understanding of the current state, creates a space for everyone to contribute since the activity feels shared, and guides the conversation
while maintaining engagement.

Question 133

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.

Answer 133

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

Question 134

Universal Containers (UC) needs a Quip template to create Account plans. UC’s business analyst has been tasked with documenting requirements for this initiative. During one of the business requirements gathering sessions, a sales manager notes that it’s important the new template is user-friendly and only accessible to the account team.
Which option captures this requirement?

A. Make the template user-friendly and accessible only by members of the account team.
B. The sales manager can make the template user-friendly.
C. Accessible by members of the account team.

Answer 134

A. Make the template user-friendly and accessible only by members of the account team.

Question 135

The sales team recently received training on a new sales methodology. When viewing an Opportunity in Sales Cloud, the sales manager wants the sales cycle to include new stages in addition to multiple custom fields. The business analyst is starting to construct user stories to support the new process.
What should each user story include?

A. Value, purpose, and need
B. Who, what, and why
C. Who, where, and how

Answer 135

B. Who, what, and why

Question 136

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.

Answer 136

A. The Candidate Status field can be updated.

Question 137

A business analyst (BA) working on a Service Cloud implementation is reviewing user stories to verify they are written effectively.
What should the BA confirm about the user stories when completing this review?

A. They contain substantial details and focus on technical elements.
B. They are dependent on related acceptance criteria and overlap with other use cases.
C. They can be easily prioritized and are small enough to estimate accurately.

Answer 137

C. They can be easily prioritized and are small enough to estimate accurately.

Question 138

The Salesforce information technology (IT) team has built a solution in a sandbox for a cross-functional project to implement Customer 360. It is time for user acceptance testing (UAT).
What is a business analyst’s role during UAT?

A. Assist in building the requirements using standard functionality so IT can focus on code-related scenarios.
B. Document user stories and clarify business needs so IT can deliver results based on the requirements.
C. Coordinate stakeholder participation and notify the team when scenarios fail so IT can solve potential problems prior to go live.

Answer 138

C. Coordinate stakeholder participation and notify the team when scenarios fail so IT can solve potential problems prior to go live.

Question 139

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.

Answer 139

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

Question 140

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.

Answer 140

B. Assign a bug to the development team.

Question 141

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.

Answer 141

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

Question 142

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.

Answer 142

C. Understand current business processes and document existing functionality.

Question 143

A business analyst has been tasked with leading prototype efforts for a Salesforce project.
What is a prototype?

A . A model of a final proposed product
B . A first pass, simple sketch of an idea
C . A polished, proven solution

Answer 143

B . A first pass, simple sketch of an idea

What Is Prototyping and Why Is It Important?
The link between big ideas and customer job stories is a product solution that delivers a transformational experience. To create this vision, you have to put pen to paper and prototype.

A prototype is a first pass, a simple sketch of an idea you want to implement. It doesn’t have to be pretty. It’s not completely thought out. It’s not final.

Question 144

Northern Trail Outfitters (NTO) has moved its inventory systems to Salesforce to track the clothing it manufactures and sells. As a part of this project, NTO wants to implement several features which will also improve how its inventory is restocked. In order to manage the discovery phase of the project, the project team plans to hire a business analyst (BA).
What should a BA do to be successful during the first phase of the project?

A. Elicit requirements, build automation, and deploy a solution,
B. Architect a solution, configure a sandbox, and build a proof of concept.
C. Elicit requirements, create flows and process diagrams, and understand business analytics.

Answer 144

C. Elicit requirements, create flows and process diagrams, and understand business analytics.

Question 145

At Cloud Kicks (CK), the marketing director’s management style is results-driven. CK uses scrum methodology when developing improvements to its Salesforce org. The director requests urgent enhancements in the middle of a sprint that require changes by the development team, The director believes their needs are of the highest importance.
What should the business analyst do when disruptions to the project occur?

A. Focus on the agreed upon deliverables instead of the new requests to prevent overallocation of resources.
B. Ask the project manager for an additional resource to implement the new requests.
C. Interpret the requests as guidelines to be used when determining priorities for the upcoming release.

Answer 145

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

Question 146

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.

Answer 146

B. Demo the new feature.

Question 147

Universal Containers has kicked off a project focused on transforming its customer service department using Service Cloud. During onboarding, the project manager shared the following process maps with the business analyst (BA):
* Case Creation
* Case Triage
* Case Assignment
* Case Management
* Case Closure
Which key attributes should the BA look for when reviewing the process maps?

A. Audiences, scope, inputs, outputs, and resources
B. Cost, timeline, risks, requirements, and opportunities
C. Case sources, types, volumes, priorities, and reasons

Answer 147

A. Audiences, scope, inputs, outputs, and resources

Process mapping creates visual representations of business processes. It includes any activity that defines what a business does, who is responsible for what, how standard business processes are completed, and how success is measured.

Consider these three key questions when you’re mapping a process. Each question forces you to pause and consider the process even more.

1. What is the audience and scope for the map?

This question leads to several equally important follow-up questions.

What’s the purpose?
Is the map meant to set strategy or does it need to go into enough detail to be used as an operational document to align customers and staff?
Who’s the audience?
Is it for internal use, or will you share it with customers?
What level of detail is required?
What’s the background, training, and experience of the audience? Where does the process start, and where does it finish?
2. How can you define each step so that it starts with a verb and has clear inputs and outputs?

Are your descriptions clear? Make your diagram as accurate as possible by being explicit about when a process is complete and beginning phrases with verbs (pro tip: Avoid the verb “manage”).

3. Which resources (people, systems, other) are engaged in this step?

As you think about who’s responsible for an activity, think about RACI. Is that person responsible for, accountable for, consulting, or just informed of the activity? (Remember, if your team uses the alternate RASCI model, you can also indicate who is supporting the activity.)

Question 148

The business analyst (BA) implementing Salesforce at Cloud Kicks is interacting with many different people throughout the company. Some of the subject matter experts (SMEs) are difficult to engage, and the BA is struggling to get the information they need.
What should the BA do when they find it difficult to get a response?

A. Put extra effort into following up with the SMEs.
B. Limit effort to contact the unresponsive SMEs.
C. Escalate the concern to the SMEs’ manager.

Answer 148

C. Escalate the concern to the SMEs’ manager.

Question 149

Universal Containers recently kicked off a project to build an Experience Cloud solution for partners. Partners need to upload their monthly sales reports to this account portal.
Which option should the business analyst use as the functional requirement specification?

A. Partners need to submit monthly sales reports.
B. The portal should allow for partners to upload monthly sales reports.
C. The portal should allow for partners to access monthly sales reports.

Answer 149

B. The portal should allow for partners to upload monthly sales reports.

Question 150

The North American (NA) sales team wants to add a set of new fields and delete several fields from the Account object. During requirements gathering, the business analyst (BA) discovers the fields are actively being used by the EMEA team.
Which step should the BA take next?

A. Refine the requirements to accommodate both teams.
B. Focus on the NA team’s requirements.
C. Start another project to address the EMEA team’s requirements.

Answer 150

A. Refine the requirements to accommodate both teams.

Question 151

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 on business 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

Answer 151

C. Acceptance criteria

Question 152

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.

Answer 152

C. The need is undefined.

Question 153

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 and documented 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.

Answer 153

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

Question 154

The business analyst (BA) at Northern Trail Outfitters is writing user stories for a Service Cloud implementation.
In which order should the BA arrange the three components of a user story?

A. I want <xyz>, as a <xyz>, so that <xyz>
B. As a <xyz>, I want <xyz>, so that <xyz>
C. I want <xyz>, so that <xyz>, for a <xyz></xyz></xyz></xyz></xyz></xyz></xyz></xyz></xyz></xyz>

Answer 154

B. As a <xyz>, I want <xyz>, so that <xyz></xyz></xyz></xyz>

Question 155

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

Answer 155

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

Question 156

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) need 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 launches of the current state?

A. Journey Mapping
B. Process Mapping
C. Whiteboarding

Answer 156

B. Process Mapping

Question 157

Universal Containers is focused on an initiative to streamline its channel management processes. Due to the level of complexity, the business analyst (BA) will gather and document the key points in preparation to build a more detailed process map.
Which diagram should the BA use in this case?

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

Answer 157

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

Question 158

A business analyst captures the following acceptance criteria for a user story about case reassignment in Service Cloud.
* A service manager can click a Reassign button that changes the owner field of the case.
* A service manager is able to reassign cases-as part of the mobile experience.
* Reassignment functionality can be used on cases that have been auto-reassigned.
* Service reps are unable to reassign cases.
Which mistake was made?

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

Answer 158

B. The criteria include solution information.

Question 159

The VP of sales at Cloud Kicks wants to streamline the lead qualification process to improve the team’s productivity and help them reach their target goals. A business analyst (BA) has been assigned to the project to identify the disconnect between the sales and marketing teams’ definitions of a qualified lead.
What should the BA focus on?

A. Mapping historical lead data from each team and building carts to highlight similarities
B. Evaluating the team’s skills and experiences to determine how they can better align
C. Scheduling an all-day collaboration workshop with both team to resolve their differences.

Answer 159

C. Scheduling an all-day collaboration workshop with both team to resolve their differences.

Question 160

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 UC has with its customers.
Which type of session should the BA perform?

A. User Acceptance testing
B. Journey Mapping
C. Requirements Gathering

Answer 160

B. Journey Mapping

Question 161

Universal Containers (UC) has decided to implement Salesforce and has assigned a business analyst (BA) to write user stories for the project. The BA plans to meet customer to their experience in their own words.
Which type of research should the BA use to elicit user stories from UC’s customers?

A. Shadowing
B. Interviewing
C. Behavioral

Answer 161

B. Interviewing

Question 162

Support managers at Cloud Kicks have received urgent feedback from staff that record pages are slow to respond and users and growing frustrated. The business analyst (BA) has been asked to evaluate to determine which pages are being accessed most frequently and which pages are the slowest to load.
What is the first step the BA should take to help resolve the issue?

A. Update page layouts in production.
B. Create a test plan for each web browser.
C. Confirm steps to reproduce the issue.

Answer 162

C. Confirm steps to reproduce the issue.

Question 163

Which step should a business analyst take to establish credibility and covert empathy with stakeholders during discovery sessions for a new Experience site?

A. Describe work with other companies that has solved similar problems.
B. Ensure the workshop schedule consider time zone and language differences.
C. Reiterate the project objectives and the KPIs that will be tracked.

Answer 163

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

Question 164

Universal Container (UC) is implementing Sales Cloud. The business analyst (BA) assigned to the project wants to become a trusted advisor to UC stakeholders.
What are some communication best practices a BA should follow to help achieve this goal?

A. Ask each project team member to complete a survey, create a project plan, and delegate roles and responsibilities to stakeholders.
B. Outline previous project experience, record and take notes for every meeting, and limit communication to weekly updates.
C. Ask questions and document the answers, make suggestions based on previous project success, and provide a meeting agenda period to each session

Answer 164

C. Ask questions and document the answers, make suggestions based on previous project success, and provide a meeting agenda period to each session

Question 165

Universal Container (CU) has brought in a business analyst 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 should the BA speak to first?

A. VP of sales
B. Sales Users
C. IT leaders

Answer 165

A. VP of sales

Question 166

Universal Containers is working to improve Salesforce adoption. Customer 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 increase Salesforce adoption?

A. Host focus groups, conduct surveys, and shadow the sales reps to observe the tools they use and how the use them.
B. Run reports based on usage to see where the sales reps are spending the majority of their time in Salesforce.
C. Arrange for the sales reps to collaborate with customer service reps to learn service reps interact with Salesforce

Answer 166

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

Question 167

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

Answer 167

C. Inspiring

Question 168

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

Answer 168

B. Manual effort

Question 169

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

Answer 169

C. Version control

Question 170

Universal Containers is in the planning phase of a Salesforce project that will transform its retail locations. The implementation team has had a difficult time determining the priorities and requirements of previous projects from people who would be directly impacted by the solution under consideration.
Which type of analysis should the business analyst recommend to ensure the implementation team avoids this challenge on the current project?

A. Persona analysis
B. Enterprise analysis
C. Stakeholder analysis

Answer 170

C. Stakeholder analysis

Question 171

Northern Trail Outfitters is implementing Marketing Cloud. Stakeholders are having a difficult time conceptualizing how Marketing Cloud uses insights to create journeys. The Business analyst (BA) has been asked to show stakeholders how it works so the implementation project can move forward. Timelines are two tight to present a demo, and approval from stakeholders is needed soon in order to keep the project on track.
What should the BA do to help stakeholders visualize how it will work?

A. Create a UPN (Universal Process Notation) diagram.
B. Build a capability model.
C. Schedule a storyboarding session.

Answer 171

C. Schedule a storyboarding session.

Question 172

Universal Containers is implementing a Salesforce solution that’s designed to transform its customer service division. During sprint planning, it was determined that the development team would be able to successfully deliver all remaining work items.
However, due to unplanned delays, the development team is now at risk of being unable to complete the work items.

The project manager has asked for the business analyst’s (BA) help to prioritize the remaining work items. The development team has 16 hours of capacity remaining and is focused on launching a minimum viable product (MVP) of the customer service solution as soon as possible.

Which work items should the BA prioritize with the remaining 16 hours of development capacity?

A . US-4008 and US-4009
B . US-4007 and US-4009
C . US-4009 and US-4010

Answer 172

B . US-4007 and US-4009

Question 173

At Universal Containers, a business analyst (BA), solution architect, lead developer, quality assurance lead, and other team members need access to user stories as part of the Agile lifecycle of enhancements to a Marketing Cloud integration project.
What should the BA do to give all team members access and visibility to the most recent user stories as the project is in motion?

A. Define a common repository to hold all user stories and track changes over time.
B. Allow each team member to merge all user stories at the end of user acceptance testing.
C. Send emails to stakeholders with all of the changes to the user stories.

Answer 173

A. Define a common repository to hold all user stories and track changes over time.

Question 174

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

Answer 174

B. Why

Question 175

Cloud Kicks has assembled a new product team to launch a brand ambassador partner portal in Experience Cloud. The team is debating various ways to document the requirements. The business analyst recommends writing user stories within the Agile methodology.
What is the benefit of creating user stories when documenting project requirements?

A. User stories provide specific details about a product early in the development lifecycle.
B. User stories decrease the need for collaboration within a product team throughout the project.
C. User stories translate requirements in a way that shows a product’s value to the end user.

Answer 175

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

Question 176

During a Service Cloud implementation at Cloud Kicks, the business analyst (BA) reviewed the user acceptance testing and identified results that conflict with the functionality that was requested, While the testing was error-free, business stakeholders indicated that values in reports and the layout of screens were unexpected.
What should the BA do next?

A. Run testing again, ensuring the scripts reflect expectations and business processes match functionality,
B. Decompose and model the business processes, and identify testing procedures to calculate new values.
C. Present recommendations from testing to determine if improvements should be made to the underlying implementation.

Answer 176

C. Present recommendations from testing to determine if improvements should be made to the underlying implementation.

Question 177

Universal containers is developing a new recruiting app utilizing Lightning screen flows. The business analyst (BA) has started writing user stories in a repository. The project lead has edited user stories in the DevOps tool to make them more complete.
What should the BA do to understand which user stories were modified?

A. Review the approval history.
B. Review the change sets history.
C. Review the version control history.

Answer 177

C. Review the version control history.

Question 178

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 stats to closed to reduce the time spent on each case.”
Which mistake did the BA make when writing this user story?

A. The incorrect persona was used in the story.
B. The story included feature-specific language
C. The story explained the value to the user.

Answer 178

B. The story included feature-specific language

Question 179

Cloud Kicks uses declarative change set development to deliver its Salesforce customizations. The business analyst (BA) works with the technical lead on the project to track changes that require manual migration.
Which resources should the BA use to determine which changes must be made manually in each environment?

A. Setup Audit Trail
B. Object Schema Builder
C. Metadata coverage report

Answer 179

A. Setup Audit Trail

Question 180

Cloud Kicks is a rapidly growing company and has just expanded its team to include a business analyst (BA). The IT directory has asked the BA to use application Lifecycle Management (ALM) for all Salesforce development projects.
Which step of the ALM cycle requires the BA to study current business process gather requirements, and analyze them?

A. Test
B. Plan
C. Build

Answer 180

B. Plan

Question 181

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.

Answer 181

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

Question 182

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 technical document should the BA use to capture features?

A. Business analysis plan
B. User Acceptance Test plan
C. Release plan

Answer 182

B. User Acceptance Test plan

Question 183

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.

Answer 183

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