Business Analyst Set 1 Flashcards
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.
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.
During the discovery phase of a Salesforce project, which types of analyses should a business analyst typically perform?
A. Financial, Technical. Operational
B. Technical, Stakeholder, Enterprise
C. Enterprise, Strategy, Stakeholder
C. Enterprise, Strategy, Stakeholder
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.
A. Include the persona’s perspective for acceptance criteria and the overall perspective for definition of done.
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
B. The Enterprise
https://www.salesforceben.com/the-drip/how-to-interview-stakeholders-translate-into-salesforce-marketing-ops/
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
A. Journey Map
A sales manager at Universal Containers (UC) customized all of their list views on the Account object to include a new field. Although they have multiple list views, the sales manager prefers to keep the recently viewed list as their default list. When the manager realizes they are unable to modify the recently viewed list, they reach out to UC’s Salesforce team for help.
What are the next steps the business analyst should take?
A. Recommend that the user submit a ticket related to the field creation.
B. Document the desired outcome and research the impact of making a change.
C. Research AppExchange solutions that offer customization options.
B. Document the desired outcome and research the impact of making a change.
The 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
B. Choose subject matter experts as testers and prepare a sandbox with quality test data, test cases, and scripts that match real-world scenarios.
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.
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.
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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.
The business analyst (BA) is preparing for user acceptance testing (UAT) for Northern Trail Outfitters’ new Service Cloud implementation. The BA secured the sandbox for the testing environment, wrote test cases, and created a process to track and manage reported bugs.
Which additional step is required during the UAT planning process?
A. Identify power users.
B. Schedule deployment.
C. Gather business requirements.
A. Identify power users.
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
C. A simple process map that is high-level and covers key aspects
The sales team at Universal Containers has concerns that the process for distributing new leads is too slow. The VP of sales has engaged a business analyst (BA) to help map out a process to distribute new leads quickly. The BA sets up a meeting with stakeholders and learns a stakeholder already has a solution in mind.
What should the BA do next?
A. Gather requirements and then note the proposed solution.
B. Ask the stakeholder to demo their solution to the project team.
C. Implement the solution now to save time in the planning phase.
A. Gather requirements and then note the proposed solution.
The Service Center at Universal Containers is deploying a new case management solution. Management has asked the project team to prepare for end user training. The project team consists of an admin and a business analyst (BA).
Which task should be assigned to the BA?
A. Create user training materials.
B. Conduct user training.
C. Set up users for training.
A. Create user training materials.
Universal Containers wants to build a Salesforce application to manage its recruitment lifecycle. The project lead wants to identify the key recruitment steps and stakeholders in a visual format.
What should the business analyst do to meet the requirement?
A. Review department procedures and consult the org chart.
B. Map the business process.
C. Create an entity relationship diagram.
B. Map the business process.
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.
B. Give a perspective from a relatable persona that shows the development team can solve their business challenges.
Cloud Kicks (CK) recently decided to transition its business from spreadsheets to a Salesforce solution. CK leaders are excited about the capabilities of Salesforce. Each leader has different ideas about how the platform should be implemented. CK has hired a business analyst (BA) to help define and manage the implementation.
What should the BA do in the first discovery meeting with stakeholders?
A. Collaborate with stakeholders to examine and define CK’s purpose, customers, metrics, and overall business to inform project direction and vision.
B. Discuss and document specific pain points in existing processes to inform future project requirements.
C. Preview potential Salesforce solutions and collect feedback from stakeholders on each option to inform the direction of the project.
A. Collaborate with stakeholders to examine and define CK’s purpose, customers, metrics, and overall business to inform project direction and vision.
A business analyst (BA) at Universal Containers had a meeting with sales and service reps to gather requirements around contact management for a new Salesforce implementation. A sales rep wants a place to capture the names of the contact’s spouse and children to help build the relationship. The BA writes the following user story.
“As a user, I need to be able to record a contact’s title and role as separate data points so I know who to address for various needs of the account.’’
Who should be listed as the persona?
A. Sales rep
B. Contact
C. Service rep
A. Sales rep
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.
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.
The quality assurance (QA) team at Cloud Kicks is reviewing user stories to write test scripts. The QA team is having difficulty with a specific story where a modification to an existing flow is needed for a custom object. The QA team is unable to discern what needs to be tested as a result of the updated flow.
What should the business analyst review and revise to provide more clarity to the QA team?
A. The definition of done of the user story
B. The who, what, and why of the user story
C. The acceptance criteria of the user story
C. The acceptance criteria of the user story
Northern Trail Outfitters follows an Agile methodology for its Marketing Cloud projects. The project team creates several types of documents.
Which document should a business analyst use to capture the software and behavioral requirements of the application?
A. Functional requirements specification
B. System requirements specification
C. Scope statement specification
B. System requirements specification
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
C. Gap analysis
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
C. Technical, operational, and regulatory impact
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.
B. The UAT should have been performed with both peak load and average load simulation.
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
C. A business process model
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
B. Observation and interviewing
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.
B. Get approval and signoff on the requirements.
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.
C. The ‘’what’’ of the acceptance criteria is negotiable.
