Business Analyst Set 3

Question 1

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 1

A. Understand the current business process.

Question 2

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 2

A. Validating current processes

Question 3

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 3

A. Salesforce Optimizer

Question 4

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 4

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

Question 5

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 5

A. Capability model

Question 6

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 6

A. Process mapping

Question 7

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 7

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 8

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 8

C. Process map

Question 9

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 9

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

Question 10

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 10

C. Prioritize requirements.

Question 11

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 11

B. Scope statement specification

Question 12

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 12

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 13

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 13

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

Question 14

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 14

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

Question 15

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 15

B. Who, what, and why

Question 16

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 16

A. The Candidate Status field can be updated.

Question 17

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 17

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

Question 18

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 18

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

Question 19

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 19

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

Question 20

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 20

B. Assign a bug to the development team.

Question 21

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 21

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

Question 22

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 22

C. Understand current business processes and document existing functionality.

Question 23

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 23

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 24

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 24

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

Question 25

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 25

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

Question 26

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 26

B. Demo the new feature.

Question 27

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 27

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 28

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 28

C. Escalate the concern to the SMEs’ manager.

Question 29

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 29

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

Question 30

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 30

A. Refine the requirements to accommodate both teams.

Question 31

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 31

C. Acceptance criteria

Question 32

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 32

C. The need is undefined.

Question 33

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 33

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

Question 34

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 34

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

Question 35

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 35

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

Question 36

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 36

B. Process Mapping

Question 37

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 37

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

Question 38

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 38

B. The criteria include solution information.

Question 39

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 39

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

Question 40

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 40

B. Journey Mapping

Question 41

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 41

B. Interviewing

Question 42

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 42

C. Confirm steps to reproduce the issue.

Question 43

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 43

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

Question 44

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 44

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

Question 45

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 45

B. Sales Users

Question 46

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 46

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

Question 47

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 47

C. Inspiring

Question 48

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 48

B. Manual effort

Question 49

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 49

C. Version control

Question 50

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 50

C. Stakeholder analysis

Question 51

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 too 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 51

C. Schedule a storyboarding session.

Question 52

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 52

B . US-4007 and US-4009

Question 53

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 53

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

Question 54

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 54

B. Why

Question 55

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 55

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

Question 56

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 56

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

Question 57

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 57

C. Review the version control history.

Question 58

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 58

B. The story included feature-specific language

Question 59

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 59

A. Setup Audit Trail

Question 60

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 60

B. Plan

Question 61

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 61

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

Question 62

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 62

B. User Acceptance Test plan

UAT test plan. Creating a UAT test plan will help you keep everybody aligned with the same objectives and vision. Being the main document, it includes all the information concerning what will be tested, by whom, and how. To cover all the organizational and processual aspects of UAT, you have to detail the testing strategy and entry/exit criteria.

A release plan is a document that outlines the scope, objectives, and schedule for a release. It should include a list of features and updates that will be included in the release, as well as any risks or dependencies that need to be considered.

Question 63

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 63

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