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Full Set Flashcards

1
Q

1 of 65
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?

Read business process documentation.

B. Review configuration settings.

C. Conduct stakeholder interviews.

A

B. Review configuration settings.

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2
Q

2 of 65
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. Highlight a perspective from testing feedback that identifies bugs and pain points in their business challenges.

B. Describe a perspective from the business requirements document that addresses architectural concerns based on their business challenges.

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

A

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

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3
Q

3 of 65
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. Attempt to reproduce the issue.

C. Assign a bug to the development team.

A

B. Attempt to reproduce the issue.

D Said:
C. Assign a bug to the development team.

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4
Q

4 of 65
The business analyst (BA) at Northern Trail Outfitters is helping to improve the process for handling customer returns using Salesforce. The BA has completed a current state process map to identify areas for improvement. The BA plans to present ideas for a future state returns handling process to the larger project team.

What should the BA present to the team in a way that is relatable and invites discussion, feedback, and ideas?

A. Detailed technical documentation with annotations

B. A story using personas to illustrate potential solutions

C. A prototype for a specific business outcome

A

B. A story using personas to illustrate potential solutions

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5
Q

5 of 65
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. Schedule deployment.

B. Identify power users.

C. Gather business requirements.

A

B. Identify power users.

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6
Q

6 of 65
Universal Containers is planning to implement Commerce Cloud to sell more products. The business analyst working on this project has gathered requirements and is translating them into user stories.

What should the user story focus on?

A. Product functionality

B. Customer experience

C. Sales margins

A

B. Customer experience

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7
Q

7 of 65
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. Identify the triggers, locate the stage, and add the standard due-diligence as a subprocess.

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

C. Locate the stage, add the standard due-diligence as a subprocess, and set the trigger point.

A

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

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8
Q

8 of 65
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 in the next sprint.

B. Work will begin when capacity becomes available.

C. Work will begin after executive approval is given.

A

B. Work will begin when capacity becomes available.

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9
Q

9 of 65
Northern Trail Outfitters is setting up a new team to support an implementation of Service Cloud and is considering which workflow to use.

In which scenario should the business analyst recommend Kanban?

A. Work includes platform support requiring immediate outage handling.

B. Work is predictable but sometimes lacks sufficient planning.

C. Work is generally project-based and can be broken into smaller pieces.

A

A. Work includes platform support requiring immediate outage handling.

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10
Q

10 of 65
A business analyst (BA) at Northern Trail Outfitters has been asked to prepare documentation including acceptance criteria and definition of done for a Heroku project.

Which way should the BA approach creation of this documentation?

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

B. Create one consolidated set of documentation as the two terms are synonymous and used interchangeably.

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

A

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

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11
Q

11 of 65
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.

A

A. User stories encourage iterative development.

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12
Q

12 of 65
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

A

C. Who

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13
Q

13 of 65
Cloud Kicks leadership wants to use custom code for functionality that can easily be created declaratively in Sales Cloud. The business analyst (BA) has been asked to advise leadership on how these approaches impact their solution options.

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

A. Configuration allows for any level of complexity.

B. Configuration leverages multiple programming languages.

C. Configuration provides faster speed to market.

A

C. Configuration provides faster speed to market.

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14
Q

14 of 65
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. Hold a kickoff meeting to set expectations with the project team.

B. Discuss project trade-offs with the executive sponsor.

C. Manage project integrations with the technical team.

A

A. Hold a kickoff meeting to set expectations with the project

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15
Q

15 of 65
A business analyst (BA) is coordinating a User Acceptance Testing (UAT) session focused on Service Cloud enhancements.

Which resource is critical for the BA to include in UAT?

A. Support agents

B. System developers

C. Quality assurance testers

A

A. Support agents

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16
Q

16 of 65
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. Adjust the goal of the user story to be independent.

B. Include specific information about potential Salesforce solutions.

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

A

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

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17
Q

17 of 65
Universal Containers just rolled out a new sales methodology and process. A month after the initial training, the manager has noticed some reps have a large number of overdue tasks. The manager is unsure if it’s a learning curve or a system issue and has asked the business analyst (BA) to determine the cause and recommend a solution.

Which method should the BA use to start collecting data?

A. Brainstorming and prototyping

B. Observation and interviewing

C. Focus groups and workshops

A

B. Observation and interviewing

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18
Q

18 of 65
As part of the digital transformation at Cloud Kicks, company leaders have decided to adopt Service Cloud as its RM 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. 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.

B. 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. Respond to end users with empathy and accommodate their needs; translate the end users’ needs into technical requirements; and deliver the project to the developers to implement the solution.

A

B. 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.

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19
Q

19 of 65
A business analyst (BA) at Northern Trail Outfitters is mapping a workflow process to onboard a new user group to a Service Cloud implementation.

Which level of detail should the BA use for the process map and why?

A. Simple — A high-level overview of the process is sufficient to show a new user experience.

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

C. Somewhat detailed — Since the process will be repetitive, new users will learn and remember the details.

A

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

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20
Q

20 of 65
A business analyst (BA) is working with the support team at Cloud Kicks (CK) on a Service Cloud implementation. The BA has decided to create a process map to understand CK’s current merchandise return process.

What are the top three benefits of creating a process map?

A. Builds accountability, increases revenue, and decreases overall time spent on requirements

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

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

A

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

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21
Q

21 of 65
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. Limit effort to contact the unresponsive SMEs.

B. Escalate the concern to the SMEs’ manager.

C. Put extra effort into following up with the SMEs.

A

B. Escalate the concern to the SMEs’ manager.

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22
Q

22 of 65
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.

A

C. Include the operations team during discovery.

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23
Q

23 of 65
Universal Containers is transitioning to Slack as its internal communication tool and is ready to release.

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

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

B. Complete development on bugs discovered during this phase.

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

A

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

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24
Q

24 of 65
Cloud Kicks has decided to implement a case management process through Service Cloud. A business analyst (BA) has been tasked with writing requirements for this new feature.

Which process should the BA follow to draft and finalize the requirements?

A.
1. Review information from the discovery.
2. Ask clarifying questions.
3. Draft requirements.
4. Share requirements with the technical team so they can begin building.
5. Create user acceptance criteria and test cases.

B.
1. Review information from the discovery.
2. Draft requirements.
3. Ask clarifying questions.
4. Draft user stories.
5. Share user stories with the technical team so they can begin building.

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

A

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

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25
Q

25 of 65
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. Annotated process flows with modifications to an existing process

B. Detailed user stories with technical documentation about the existing process

C. Collected pain points from people who follow the existing process

A

A. Annotated process flows with modifications to an existing process

D Said:
100% wrong
B. Detailed user stories with technical documentation about the existing process

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26
Q

26 of 65
The business analyst (BA) on the Salesforce development team at Northern Trail Outfitters is leading a requirements elicitation workshop about the process for onboarding new wholesale partners. While whiteboarding the process, one stakeholder continuously interrupts and points out inefficiencies with invoicing and delivery processes.

What should the BA do to prevent the session from being derailed?

A. Shift the conversation from onboarding to the stakeholder’s concerns.

B. Ask the stakeholder to focus on the onboarding process.

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

A

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

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27
Q

27 of 65
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. Verify Lightning page loading time.

B. Understand the project scope.

C. Identify top project priorities.

A

A. Verify Lightning page loading time.

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28
Q

28 of 65
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. Interpret the requests as guidelines to be used when determining priorities for the upcoming release.

B. Focus on the agreed upon deliverables instead of the new requests to prevent overallocation of resources.

C. Ask the project manager for an additional resource to implement the new requests.

A

B. Focus on the agreed upon deliverables instead of the new requests to prevent overallocation of resources.

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29
Q

29 of 65
A sales manager at Cloud Kicks recently learned about Salesforce Macros and believes service agents could benefit from the feature. The sales manager created the following user story: “As a service agent, I want Salesforce Macros to complete repetitive tasks faster.”

What should the business analyst change to improve the user story?

A. Change the user story to the sales manager persona.

B. Add a quantifiable reason why the feature is needed.

C. Replace the specific feature with a goal.

A

B. Add a quantifiable reason why the feature is needed.

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30
Q

30 of 65
The technical team at Cloud Kicks is trying to deliver one of its Salesforce customizations. The business analyst (BA) has been asked to put assignments, test plans, decisions, and milestones in writing and share this document with stakeholders so there is less potential for confusion.

Which tactical document should the BA use to capture features?

A. User Acceptance Test plan

B. Business analysis plan

C. Release plan

A

C. Release plan

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31
Q

31 of 65
The delivery team at Cloud Kicks has just conducted a successful sprint demo showcasing a new sales dashboard. However, the marketing team is unhappy because the new lead automation they requested was missing from the deliverables and an important new marketing campaign is starting the next day.

What did the business analyst fail to do during sprint planning?

A. Create a burndown list of sprint tasks

B. Prioritize the sprint backlog with stakeholders

C. Calculate the sprint capacity correctly

A

B. Prioritize the sprint backlog with stakeholders

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32
Q

32 of 65
Which method should a business analyst use to show current state business flows in Salesforce?

A. Storyboarding

B. Entity Relationship Diagramming

C. Universal Process Notation

A

C. Universal Process Notation

DSaid:
B. Entity Relationship Diagramming

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33
Q

33 of 65
The sales teams at Universal Containers (UC) want to add a custom field to a page layout. The IT manager reminds the business analyst (BA) that UC uses the Application Lifecycle Management (ALM) process. The addition of the custom field and subsequent release to everyone in the organization must follow this process.

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

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

B. Gather requirements and analyze them.

C. Obtain a change order from the customer.

A

B. Gather requirements and analyze them.

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34
Q

34 of 65
Universal Containers is developing a new recruitment app using Service Cloud. The project team has started writing user stories including:

“As a human resources (HR) manager, I need to document the progress of a candidate’s submission so I can manage the candidate’s application throughout the recruiting process.”

What is one definition of done for this user story?

A. The Candidate Status field can be updated.

B. The acceptance criteria has been approved.

C. The Candidate object has Edit access.

A

B. The acceptance criteria has been approved.

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35
Q

35 of 65
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. Compares processes against CK’s closest competitors

B. Proves processes are out of date and require a new solution

C. Shows tangible impact from changes to processes

A

C. Shows tangible impact from changes to processes

D Said: (obviously wrong)
A. Compares processes against CK’s closest competitors

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36
Q

36 of 65
The business analyst (BA) at Cloud Kicks is having a hard time documenting a user story to change an existing Opportunity flow for sales users. The architect expressed their concerns to the BA that they lack a comprehensive list of the components that will be affected by the updated flow.

Which best practice should the BA follow?

A. Write the user story without making any assumptions about how it will be implemented or which components are affected.

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

C. Ask the development team to investigate and document all affected components before the story can be written.

A

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

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37
Q

37 of 65
A business analyst (BA) at Northern Trail Outfitters has been asked to explain a sales process improvement idea and collaborate on a plan for implementation. Several sales users in various locations have been identified to participate.

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

A. Demo prototype

B. One-on-one meetings

C. Virtual whiteboarding

A

C. Virtual whiteboarding

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38
Q

38 of 65
The business analyst (BA) at Universal Containers is meeting with business leaders to elicit and document functional requirements specifications related to its new Salesforce implementation. The BA will also document the functionality this system should provide so it can be developed into a work item.

What is the name of this documentation type?

A. User story

B. Business analysis plan

C. Use case

A

C. Use case

D Said:
B. Business analysis plan
https://trailhead.salesforce.com/content/learn/modules/business-analyst_skills-strategies/learn-documentation-types-importance-documentation

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39
Q

39 of 65
A business analyst (BA) at Universal Containers is conducting discovery sessions for implementing Experience Cloud. The key stakeholders have been assembled. The user stories have been written.

What should the BA do next?

A. Define the acceptance criteria.

B. Write the test scripts.

C. Plan the sprint schedule.

A

A. Define the acceptance criteria.

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40
Q

40 of 65
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. Observation

C. Brainstorming

A

A. Prototyping

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41
Q

41 of 65
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

A

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

D Said:
A. Tracks changes on a daily basis and provides a history of changes

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42
Q

42 of 65
The customer service director at Universal Containers wants a self-service portal for customers using Experience Cloud. The director has a limited budget and wants the solution delivered before the end of the quarter.

After assessing several potential options, which solution should the business analyst recommend?

A. The solution with the highest business value

B. The solution with the lowest cost

C. The solution with the fastest implementation time

A

A. The solution with the highest business value

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43
Q

43 of 65
A business analyst (BA) is preparing to demonstrate the functionality built by the development team over the last sprint to the client.

Which technique should the BA use to create a compelling demo?

A. Storytelling - hero, challenge, helper, victory

B. STAR method - situation, task, action, result

C. Functional - requirements, code/configuration, run as user

A

A. Storytelling - hero, challenge, helper, victory

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44
Q

44 of 65
The business analyst (BA) at Northern Trail Outfitters is assigned to a project to help revamp its Experience Cloud implementation.

When assessing the existing process, which type of diagram should the BA use to identify waste within and between processes?

A. Value Stream Map

B. Detailed Process Map

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

A

A. Value Stream Map

D Said: Wrong
C. Suppliers, Inputs, Process, Outputs, Customers (SIPOC) Map

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45
Q

45 of 65
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. Validate requirements.

B. Prioritize requirements.

C. Organize requirements.

A

B. Prioritize requirements.

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46
Q

46 of 65
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. Functional requirements, individual test case functionality, and final go live date

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

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

A

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

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47
Q

47 of 65
At the start of a new Agile development project, the Universal Containers’ product owner asked the business analyst (BA) to clearly define the intended results of the work based on stakeholder needs. The development and implementation teams will use the intended results to plan product decisions. The definition should avoid assumptions and focus on stakeholder value.

Which element should the BA choose to define the intended results?

A. Epics

B. User stories

C. Requirements

A

B. User stories

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48
Q

48 of 65
Universal Containers recently launched a solution that leverages Service Cloud for its North America (NA) customer support team. Planning has started for the second phase of the project which will expand the solution to include the Asia Pacific (APAC) customer support team. The APAC leadership team has indicated that its processes are similar to the NA team. The APAC team wants to see the high-level process areas that were used for the NA team so it can scope the key priorities for the overall business. The business analyst (BA) has scheduled a meeting with the APAC team.

Which action should the BA take during the meeting?

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

B. Share individual user stories from the NA implementation.

C. Review the capability model from the NA implementation.

A

C. Review the capability model from the NA implementation.

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49
Q

49 of 65
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, deliver, operate

B. Analyze, operate, build, deliver

C. Analyze, build, operate, deliver

A

A. Analyze, build, deliver, operate

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50
Q

50 of 65
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. Confirm steps to reproduce the issue.

B. Use performance analyzer to view the assessment.

C. Create a new page layout for the phone.

A

B. Use performance analyzer to view the assessment.

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51
Q

51 of 65
Universal Containers is working with a business analyst (BA) to document its lead process. The BA learns that leads come through the main office phone line. The office administrator who answers the phone enters leads directly into Sales Cloud and saves them as new lead records.

How should the BA capture this first step using Universal Process Notation?

A.

B.
Incoming Lead Call
Create Lead
Office Admin
Sales Cloud
C.
Sales Cloud
Create Lead
New Lead
Office Admin

A

A.

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52
Q

52 of 65
A business analyst (BA) is creating a business flowchart to review with a customer service team that is using Service Cloud. The team is organized by the products and the regions they support.

Which step should the BA include in the business flowchart?

A. Illustrate which fields are integrated with an external system.

B. Set limits to the scope that will be documented.

C. Capture decision steps and different outcomes.

A

C. Capture decision steps and different outcomes.

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53
Q

53 of 65
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 its 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.

A

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.

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54
Q

54 of 65
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 management document and user acceptance testing plans.

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

A

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

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55
Q

55 of 65
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. Implement the solution now to save time in the planning phase.

B. Gather requirements and then note the proposed solution.

C. Ask the stakeholder to demo their solution to the project team

A

B. Gather requirements and then note the proposed solution.

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56
Q

56 of 65
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 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.

B. 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.

C. 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.

A

C. It can show the relationship between the steps and actions in the sales cycle to communicate and understand the current state, and to identify areas for improvement.

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57
Q

57 of 65
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. Begin working on the change request as soon as the team has capacity.

B. De-prioritize some user stories and add the change request to the current sprint.

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

A

B. De-prioritize some user stories and add the change request to the current sprint.

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58
Q

58 of 65
The Cloud Kicks admin is getting ready to release a record-triggered flow that auto-generates Renewal Opportunity records with related Order Line Items once an Opportunity is Closed/Won for a sales team user story.

During user acceptance testing, what should the business analyst do to ensure the solution fulfills the needs of the sales team?

A. 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.

A

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

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59
Q

59 of 65
During the discovery phase of a Salesforce project, which types of analyses should a business analyst typically perform?

A. Technical, Stakeholder, Enterprise

B. Financial, Technical, Operational

C. Enterprise, Strategy, Stakeholder

A

C. Enterprise, Strategy, Stakeholder

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60
Q

60 of 65
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. Version control

B. Business backlog

C. Communication template

A

A. Version control

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61
Q

61 of 65
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. Ask an executive sponsor to address the stakeholder’s concerns.

C. Reset project expectations at the next meeting with the stakeholder.

A

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

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62
Q

62 of 65
The business analyst (BA) at Universal Containers has been capturing the requirements for a major Sales Cloud release. An admin has been deploying the resulting system changes. The quality assurance (QA) team has run into challenges when testing the changes. The BA is unaware of deployment and testing challenges.

What should the BA do to resolve these challenges with the release team?

A. Involve the stakeholders in the business requirements gathering sessions.

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

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

A

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

D Said:
B. Provide detailed test cases to validate the functional requirements.1

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63
Q

63 of 65
Universal Containers wants to integrate its Salesforce org with the largest online professional network so its sales reps can view information directly on Salesforce records. The business analyst will write acceptance criteria for this scenario.

What is an example of good acceptance criteria?

A. Install a CRM widget to allow sales reps to view information in the Lead and Contact records.

B. A sales rep needs to have the CRM widget installed in the Lead and Contact Record Page Layout.

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

A

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

D Said:
A. Install a CRM widget to allow sales reps to view information in the Lead and Contact records.

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64
Q

64 of 65
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. Reprioritize existing and new user stories to place the stories into each sprint of the project. Return an equivalent amount of lower priority work to the project backlog.

B. Include existing and new user stories to be completed within the duration of the project. Hire additional developers to accommodate both work streams to prevent delays within the scheduled sprints.

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.

A

A. 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.

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65
Q

65 of 65
Northern Trail Outfitters (NTO) has acquired a competitor. The agreement is to migrate the acquired company into NTO’s Technological Platforms. One of its challenges is to offer a unified customer experience while strengthening the relationship with its customers. The business analyst (BA) has been asked to translate the business objectives and assemble an improved and standard customer experience.

Which strategy should the BA use to accomplish the goal?

A. Understand business objectives, determine company culture, evaluate processes and user experiences, interview stakeholders, and add improvements to the integration roadmap.

B. Understand business objectives, define the intention and audience, conduct user experience research, analyze the research results, and design an improved new user experience.

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

A

C. 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

D Said (wrong):
A. Understand business objectives, determine company culture, evaluate processes and user experiences, interview stakeholders, and add improvements to the integration roadmap.

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66
Q

1 of 65
A business analyst (BA) at Northern Trail Outfitters (NTO) is assigned to a project to help revamp NTO’s sales process. The current process used by the sales team is different than the process outlined in NTO’s documentation.

Which step should the BA take first?

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

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

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

A

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

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67
Q

2 of 65
Northern Trail Outfitters has decided to implement Sales Cloud. A business analyst (BA) has been assigned to document the requirements for this project.

What should the BA include in these requirements?

A. Detailed documentation of technical solution

B. High-level description of required functionality

C. Test scripts to validate requirements

A

B. High-level description of required functionality

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68
Q

4 of 65
A business analyst (BA) discovers that Universal Containers (UC) has automated case assignments in Service Cloud. UC uses case assignment rules to route cases to a predefined team. The UC leadership team wants to improve how cases are routed.

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

A. Migrate from case assignment rules to Omni-Channel.

B. Document the current case assignment process.

C. Minimize case escalations to reduce time to resolution.

A

A. Migrate from case assignment rules to Omni-Channel.

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69
Q

6 of 65
A business analyst (BA) is in the process of documenting requirements. The BA wrote the following user story:

“As a sales team manager, I want the ability to access reports on Sales Cloud to evaluate if the team’s daily activities are meeting the set goals.”

Which acceptance criteria is most appropriate for this user story?

A. Able to click the Run button on sales reports

B. Able to view the sales team’s reports

C. Able to monitor the sales team’s performance

A

B. Able to view the sales team’s reports

D Said:
C. Able to monitor the sales team’s performance

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70
Q

9 of 65
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. Work with quality assurance analysts to collaborate in writing, reviewing and executing UAT scenarios, providing feedback, and approval for release.

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

C. Hand off ownership for writing, reviewing, and executing UAT scenarios, providing feedback, and approval for release to business stakeholders.

A

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

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71
Q

10 of 65
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. Conducting individual interviews with stakeholders

B. Asking stakeholders to complete a questionnaire

C. Using live workshops to map out the sales process

A

C. Using live workshops to map out the sales process

72
Q

12 of 65
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. Clear, Direct, Concise, Cross Functional, Configurable

B. Actionable, Concise, Testable, Solution-oriented, Defined

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

A

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

73
Q

13 of 65
The leadership team at Universal Containers (UC) is focused on customer retention. The business analyst (BA) has been asked to implement a new customer for life program on the Salesforce Platform. Before they can move forward, they need to understand the lifecycle and all of the related interactions that UC has with its customers.

Which type of session should the BA perform?

A. Journey Mapping

B. Requirements Gathering

C. User Acceptance Testing

A

A. Journey Mapping

74
Q

15 of 65
Cloud Kicks (CK) recently decided to transition its business from spreadsheets to a Salesforce solution. C 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. Preview potential Salesforce solutions and collect feedback from stakeholders on each option to inform the direction of the project.

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

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

A

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

75
Q

16 of 65
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 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 management and fulfillment, analyze the process map for inefficiencies, and present findings to leadership.

A

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

76
Q

17 of 65
An external business analyst (BA) has been brought in to work on a Sales Cloud project for Universal Containers (UC). UC’s in-house BA has created epics and user stories, but the external BA notices that one story appears to be written incorrectly.

How should the BA revise the statement below in the correct user story format?

“Sales reps need to track their pipeline in Salesforce.”

A. As a sales manager, I need sales representatives to track their opportunities in Salesforce.

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

C. As a sales manager, I want sales reps to track their opportunities in Salesforce for accurate forecast reporting.

A

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

77
Q

19 of 65
Universal Containers is planning to implement Commerce Cloud to sell more products. The business analyst working on this project has gathered requirements and is translating them into user stories.

What should the user story focus on?

A. Customer experience

B. Sales margins

C. Product functionality

A

A. Customer experience

78
Q

20 of 65
Cloud Kicks leadership wants to improve the new customer onboarding experience. There are a number of complex handoffs between teams. Service managers have been tasked with working with the operations team to improve the handoff between Salesforce and internal systems. The business analyst (BA) wants to break down the onboarding processes and sub-processes into simpler steps.

What should the BA create to engage stakeholders?

A. Capability Model

B. Value Stream Map

C. Universal Process Notation

A

B. Value Stream Map

79
Q

21 of 65
After completing the most recent sprint, a key stakeholder reached out to the business analyst (BA) with some feedback about the Opportunity reporting functionality shown in the QA org during the sprint demo.

 * The stakeholder was impressed with how easy it was to create reports about their Opportunity data.

 * The stakeholder noticed a misspelled column name in the Opportunity Funnel report.

 * The stakeholder wants to add five additional fields to the Opportunity Funnel report.

Which actions should the BA take?

A. Thank them for their feedback, update the misspelled column name in the QA org, and log an enhancement for the five additional fields.

B. Thank them for their feedback, log a bug for the misspelled column name, and add the five new fields to the report in the QA org.

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

A

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

80
Q

23 of 65
Surveys indicate that visitors to the Cloud Kicks’ Experience Cloud site have difficulty locating purchase information for their online orders. A business analyst (BA) is tasked with creating a user story to improve the overall visitor experience when navigating the site.

For which persona should the BA write this user story?

A. Customer

B. Administrator

C. Support manager

A

A. Customer

81
Q

24 of 65
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

A

B. System requirements specification

82
Q

25 of 65
A new business analyst (BA) just started working at Northern Trail Outfitters (NTO). The BA has been tasked with implementing Service Cloud for NTO’s internal support team.

Which information should the BA gather during the initial discovery meeting?

A. Employee review cycle for the support team

B. Contact information for key stakeholders

C. Limitations of the current support process

A

C. Limitations of the current support process

83
Q

26 of 65
Universal Containers has chosen to leverage Experience Cloud to create an engaging site for its customers. The business analyst (BA) leading this project needs to validate that the requirements meet the goal.

What should the BA do to ensure alignment?

A. Survey customers to confirm whether the new site meets their requirements.

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

C. Conduct a whiteboarding session to ensure the requirements are accurate.

A

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

84
Q

31 of 65
The product owner at Cloud Kicks wants to know which user stories fail user acceptance testing (AT) and the potential impact on other successful user stories. Currently, user stories are stored in a shared spreadsheet.

What should a business analyst recommend to ensure AT results are documented securely?

A. Give all stakeholders the ability to edit the shared spreadsheet.

B. Enable history tracking in the shared spreadsheet.

C. Ask each tester to download and update their own copy of the shared
spreadsheet.

A

B. Enable history tracking in the shared spreadsheet.

85
Q

34 of 65
During a discovery session with several stakeholders from Universal Containers’ (UC) services team, the business analyst (BA) learned that UC recently implemented an Experience Site that allows customers to view Knowledge articles and submit cases. The stakeholders have asked for suggestions to determine if the current solution is adding value to the business.

What should the BA recommend?

A. Review user stories on the services team’s development backlog.

B. Review the services team’s goals, initiatives, strategies, and obstacles.

C. Review the Einstein Article Recommendations feature in the services team’s org.

A

B. Review the services team’s goals, initiatives, strategies, and obstacles.

86
Q

33 of 65
A business analyst (BA) at Universal Containers looks at the user stories for a new implementation of the Salesforce Customer Data Platform (CDP) and notices they are too large. The BA recommends that the large stories be broken down into smaller stories which will decrease the future level of effort for subsequent activities.

Which activity will be most impacted by breaking down the user stories?

A. Defining the persona

B. Estimation

C. Acceptance criteria

A

C. Acceptance criteria

87
Q

38 of 65
During a project kickoff for a multi-year transformational Sales Cloud project at Universal Containers, the business analyst (BA) heard the executive team discuss the challenges that the sales team is having with their legacy solution: opportunity funnel, data hygiene, and forecasting issues. However, the level of detail shared about the challenges was very limited.

What should the BA do next?

A. Clone the features of the legacy solution within the new Sales Cloud org.

B. Start writing epics and user stories that discuss the challenges mentioned.

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

A

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

88
Q

39 of 65
Cloud Kicks wants managers to be able to approve time-off requests in Salesforce.

A business analyst (BA) wrote the following:

User Story
“As a manager, I want to communicate the status of time-off requests with employees so that I can increase employee satisfaction.”

Acceptance Criteria
* A manager can change the status of the request.
* A manager can send a comment to the employee about their request
* The solution must be intuitive.

Why does the BA need to make a change to improve the user story?

A. The acceptance criteria should be solution focused.

B. The user story is too large to test.

C. The acceptance criteria is too vague.

A

C. The acceptance criteria is too vague.

89
Q

40 of 65
Which step should a business analyst take to establish credibility and convey empathy with stakeholders during discovery sessions for a new Experience site?

A. Ensure the workshop schedule considers time zones and language differences.

B. Reiterate the project objectives and the KPIs that will be tracked.

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

A

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

90
Q

41 of 65
One retail location of Cloud Kicks has been getting complaints from shoppers about being unable to find items in the store. The general manager has asked IT to configure tablets for the sales clerks so they can move freely around the store to assist customers.

The IT team writes a functional requirement:
* Tablets running the Salesforce mobile app must allow users to access store inventory records which include current item count and item location.

Which user story should the business analyst write to describe the functional requirement?

A. As a general manager, I want sales clerks to have tablets so they can help customers find items.

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

C. As a customer, I want sales clerks to have access to item availability to help them find items.

A

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

91
Q

42 of 65
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 include solution information.

B. The criteria are small and testable.

C. The criteria are aligned with the user’s goal.

A

A. The criteria include solution information.

92
Q

43 of 65
Cloud Kicks is conducting sprint planning for an Experience Cloud user portal project. The focus for this sprint is on the minimum viable product.

Which requirement should the business analyst prioritize?

A. Items that are crucial to the business

B. Items requested by the majority of users

C. Items that are user-friendly features

A

A. Items that are crucial to the business

93
Q

44 of 65
Cloud Kicks (CK) wants to improve the current business process for moving orders from the warehouse to the customer as part of a Commerce Cloud implementation. The business analyst would like to gather more information to create the future
state process.

Who is the most appropriate subject matter expert (SME) to confirm the current business process and elicit deeper understanding of CK’s goals, opportunities, and pain points?

A. Sales manager

B. Chief financial officer

C. Supply chain manager

A

C. Supply chain manager

94
Q

45 of 65
Universal Containers (UC) has brought in a business analyst (BA) to help implement an expensive AppExchange product in its Salesforce org to optimize the sales pipeline. The BA is free to speak to anyone at UC to gather the information they need to ensure success. The BA decides to speak to the stakeholders who are most impacted.

Which key stakeholder(s) should the BA speak to first?

A. Sales users

B. VP of sales

C. IT leaders

A

A. Sales users

95
Q

48 of 65
Cloud Kicks is implementing cases to handle its growing volume of customer inquiries. The business analyst (BA) on the implementation has 2 years of experience with Service Cloud. This is one of the user stories the BA wrote for the implementation:

“A customer service representative wants to use Salesforce Macros to update notes and change the case status to closed to reduce the time spent on each case.”

Which mistake did the BA make when writing this user story?

A. The story explained the value to the user.

B. The incorrect persona was used in the story.

C. The story included feature-specific language.

A

C. The story included feature-specific language.

96
Q

49 of 65
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. Acknowledge the new employee’s ideas while making extra effort to reach out to stakeholders who have more industry experience and knowledge.

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

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

A

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

97
Q

50 of 65
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. Executive sponsors and sales leadership

B. Power users and top sales earners

C. System admin and project manager

A

B. Power users and top sales earners

Contested Answer. I think B.
B. Power users and top sales earners
or
C. System admin and project manager

98
Q

51 of 65
During a requirements gathering session, two stakeholders discuss the names of the fields they want to see when adding leads to the system. Each stakeholder has a different point of view on field names.

What should the business analyst do to help influence the team and accurately capture the requirements?

A. Ask the executive sponsor to make the final field name decisions.

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

C. Allow the development team to make the final field name decisions.

A

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

99
Q

52 of 65
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. Validate requirements.

B. Prioritize requirements.

C. Organize requirements.

A

B. Prioritize requirements.

100
Q

53 of 65
Cloud Kicks needs to revamp its support process over the next 12 months to improve the customer experience and has asked the Service Cloud team to collaborate with the business analyst (BA). The BA has scheduled an initial live process mapping session with all stakeholders and received the following calendar responses:

Stakeholder Role — Response
Expert Agent — Yes
Team Leader — Yes
Service Admin — No
Case Solver — Yes

What should the BA do?

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

B. Proceed with the workshop as scheduled with the stakeholders who are available.

C. Hold a one-on-one diagram session with each stakeholder before the workshop.

A

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

101
Q

54 of 65
Cloud Kicks (CK) is expanding and has many different departments in manufacturing and delivery. CK needs to prepare for a new Sales Cloud implementation for its 6,000 users. To increase adoption, the business analyst (BA) wants to break down existing silos between the manufacturing and delivery departments.

Which planning approach should the BA take to get buy-in from users?

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

B. Assign a team to start building a prototype of product functionality.

C. Recommend clear ownership for the platform and identify executive sponsors.

A

C. Recommend clear ownership for the platform and identify executive sponsors.

102
Q

55 of 65
A new employee at Universal Containers just sent the business analyst (BA) a Slack message with an attachment named User_Stories_v37_final_final_final.docx.

Which best practice should the BA train the employee on first?

A. Use standard naming conventions.

B. Use a version control repository.

C. Use acceptance criteria to define success.

A

B. Use a version control repository.

103
Q

56 of 65
The business analyst (BA) at Universal Containers needs to gather information for their project including the steps a user takes to accomplish a goal, challenges a user faces, people the user interacts with, applications they use to complete the steps, and their level of morale as they move through the process.

Which elicitation technique should the BA use?

A. Survey/Questionnaire

B. Journey Mapping

C. Focus Groups

A

B. Journey Mapping

104
Q

57 of 65
Northern Trail Outfitters is eliciting feedback from a small number of key stakeholders within the organization for improvements to the current opportunity pipeline process. One of the stakeholders has a tendency to dominate the conversation which takes the group off topic and interferes with meeting the objective.

How should the business analyst collaborate with the key stakeholders?

A. Conduct a focus group to identify pain points.

B. Conduct a group brainstorming session to generate ideas.

C. Conduct individual interviews to gather input.

A

C. Conduct individual interviews to gather input.

105
Q

58 of 65
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 C 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. Ask their supervisor for help immediately.

C. Promise to work harder to avoid other mistakes.

A

A. Be vulnerable and own their mistake.

106
Q

60 of 65
Northern Trail Outfitters has gone through significant growth, moved several business units into Salesforce, and added hundreds of users.

Which key principle should a business analyst follow to help prioritize feature requests from various business units?

A. Find and install a backlog grooming app from AppExchange.

B. Define roles, responsibilities, and processes.

C. Give priority to the earliest requested dates.

A

B. Define roles, responsibilities, and processes.

107
Q

61 of 65
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. Using strategy analysis, define models of how gaps in the business process can be resolved.

B. Conduct elicitation with stakeholders regarding their parts of the process.

C. Review the documentation to ensure that information gathered about the process is correct.

A

B. Conduct elicitation with stakeholders regarding their parts of the process.

D Said:
A. Using strategy analysis, define models of how gaps in the business process can be resolved.

108
Q

62 of 65
Cloud Kicks (CK) wants to enhance the user experience for customer service agents on Service Cloud so they can effectively meet their service-level agreements. CK has a vision for the future state, but needs to understand how to achieve it. A business analyst (BA) has been assigned to help with this goal.

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

A. Gap analysis

B. Use case

C. Change management

A

A. Gap analysis

109
Q

63 of 65
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 “what” of the acceptance criteria is negotiable.

B. The “who” of the user story is well-defined.

C. The “why” of the user story is focused on user needs.

A

A. The “what” of the acceptance criteria is negotiable.

110
Q

65 of 65
The delivery team at Cloud Kicks has just conducted a successful sprint demo showcasing a new sales dashboard. However, the marketing team is unhappy because the new lead automation they requested was missing from the deliverables and an important new marketing campaign is starting the next day.

What did the business analyst fail to do during sprint planning?

A. Create a burndown list of sprint tasks

B. Calculate the sprint capacity correctly

C. Prioritize the sprint backlog with stakeholders

A

C. Prioritize the sprint backlog with stakeholders

111
Q

4 of 65
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 Project

C. The Enterprise

A

C. The Enterprise

112
Q

5 of 65
The Service Center at Universal Containers (UC) uses Service Cloud and Experience Cloud to manage its customer case lifecycle. UC wants to limit the number of interactions a customer has during the lifecycle. The project leader has asked the business analyst (BA) to visually illustrate the lifecycle.

Which document should the BA create?

A. Heat Map

B. Process Map

C. Journey Map

A

C. Journey Map

113
Q

6 of 65
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.

A

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

D says:
C. Research AppExchange solutions that offer customization options.

114
Q

8 of 65
Universal Containers is currently doing user acceptance testing for a global customer service project that leverages Service Cloud. A stakeholder is executing a test case for a specific user story. The stakeholder has provided this feedback:

 * The functionality described in the test case is working as expected.
 * The stakeholder wants to change the label of several fields described in the test case.
 * The stakeholder wants to add two new fields that were excluded from the test case.

Which step should the business analyst take next?

A. Acknowledge the feedback, create a new test case that includes the field changes, and assign the test case back to the stakeholder for immediate testing.

B. Acknowledge the feedback, update the existing user story to include the field changes, and assign the user story back to the technical team for immediate development.

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

A

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.

115
Q

10 of 65
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 simple process map that is high-level and covers key aspects

C. A somewhat detailed process map that is easy to remember and self- explanatory

A

C. A somewhat detailed process map that is easy to remember and self- explanatory

D Said:
A. A very detailed process map that is unambiguous and version controlled

116
Q

12 of 65
The Service Center at Universal Containers is deploying a new case management solution. Management has asked the project team to prepare for end user training. The project team consists of an admin and a business analyst (BA).

Which task should be assigned to the BA?

A. Create user training materials.

B. Conduct user training.

C. Set up users for training.

A

A. Create user training materials.

117
Q

13 of 65
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. Map the business process.

B. Review department procedures and consult the org chart.

C. Create an entity relationship diagram.

A

A. Map the business process.

118
Q

16 of 65
A business analyst (BA) at Universal Containers had a meeting with sales and service reps to gather requirements around contact management for a new Salesforce implementation. A sales rep wants a place to capture the names of the contact’s spouse and children to help build the relationship. The BA writes the following user story:

“As a user, I need to be able to record a contact’s title and role as separate data points so I know who to address for various needs of the account.”

Who should be listed as the persona?

A. Service rep

B. Contact

C. Sales rep

A

C. Sales rep

119
Q

18 of 65
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 who, what, and why of the user story

B. The acceptance criteria of the user story

C. The definition of done of the user story

A

B. The acceptance criteria of the user story

D Said:
A. The who, what, and why of the user story

120
Q

21 of 65
The business analyst (BA) at Universal Containers is writing user stories for its Salesforce Field Service implementation.

What should the BA evaluate to understand the risk level of the user stories?

A. Team, budget, and timeline impact

B. Technical, operational, and regulatory impact

C. Scope, resource, and documentation impact

A

C. Scope, resource, and documentation impact

121
Q

22 of 65
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 by customers who are familiar with the products.

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

A

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

122
Q

23 of 65
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 business process model

B. A persona journey map

C. A collection of use cases

A

A. A business process model

123
Q

25 of 65
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. Schedule sprint planning meetings.

C. Get approval and sign-off on the requirements.

A

C. Get approval and sign-off on the requirements.

124
Q

28 of 65
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. Identify the triggers, locate the stage, and add the standard due-diligence as a subprocess.

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

C. Locate the stage, add the standard due-diligence as a subprocess, and set the trigger point.

A

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

125
Q

29 of 65
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 business process map detailing the existing step-by-step Quote-to-Cash process

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

C. A SIPOC (Suppliers, Inputs, Process, Outputs, and Customers) map outlining the Quote-to-Cash process

A

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

126
Q

31 of 65
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. Agile planning

C. Devops

A

C. Devops

127
Q

34 of 65
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 TO wants to understand the value of Application Lifecycle Management (ALM).

What are benefits of ALM that the BA should share with the stakeholder?

A. ALM allows features to remain static and reduces incremental changes.

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

C. ALM offers preview access to the three Salesforce Releases per year.

A

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

128
Q

37 of 65
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. TO 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. Scalability

B. User adoption

C. System downtime

A

B. User adoption

129
Q

38 of 65
The business analyst (BA) at Northern Trail Outfitters (NTO) has gathered preliminary functional requirements for an upcoming Salesforce implementation project. Before translating these requirements into user stories, the BA wants to gain additional perspective, feedback, and detail on the requirements from the NTO team.

Which document should help the BA gather this information?

A. Business analysis plan

B. Current state analysis

C. Stakeholder analysis

A

C. Stakeholder analysis

130
Q

40 of 65
Universal Containers is about to kick off a new Salesforce implementation, bringing both sales and service teams onto the platform. Each team has been managing Accounts and Contacts in their own way even though the Accounts and Contacts are shared between the teams. This has resulted in disagreements about what should be built in Salesforce.

Which groups should the business analyst work with to gain full alignment on a common program vision and strategy?

A. Executive sponsors, IT leadership, and end users

B. Business leaders, middle management, and end users

C. Senior leadership, IT leadership, and middle management

A

B. Business leaders, middle management, and end users

131
Q

41 of 65
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 visitor to the CK website, I want to make sure that I can shop without disruption during a large promotion so I have a frictionless shopping experience.

B. As a user, I want to make sure that shoppers on the CK website can complete their purchases without disruption during the newest promotion.

C. 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.

A

C. 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.

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

132
Q

46 of 65
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. Valuable

B. Negotiable

C. Small

A

C. Small

133
Q

47 of 65
Northern Trail Outfitters (NTO) is undergoing a Salesforce implementation for Service Cloud. The business analyst is currently working with the development team as they build features in the sandbox. NTO wants to test these features before the changes are deployed to the production environment.

As part of the Application Lifecycle Management (ALM) process, which three development models does Salesforce support?

A. Rapid Application Development, Org Development, Package Development

B. Change Set Development, Org Development, Package Development

C. Salesforce DX, Flow Builder, Rapid Application Development

A

B. Change Set Development, Org Development, Package Development

134
Q

48 of 65
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. Encourage the project stakeholders to think of various ways to solve cases differently before deciding on a specific solution.

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

A

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

135
Q

51 of 65
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 partial sandbox and give the VP of sales access to it.

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

C. Create a scratch org and give the development team access to it.

A

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

136
Q

54 of 65
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 are outside of the Salesforce framework.

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

A

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

137
Q

55 of 65
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. User stories

B. RACI chart

C. Stakeholder analysis

A

C. Stakeholder analysis

138
Q

57 of 65
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. Definition of done

B. Pull request template

C. Project plan

A

A. Definition of done

139
Q

59 of 65
Universal Containers uses Kanban to complete its Salesforce development. In the middle of a sprint, the sales manager submits an important item to the team.

What should the business analyst do next?

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

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

C. Ask the team to pivot and complete the work immediately.

A

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

140
Q

60 of 65
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. Universal Process Notation (UPN)

C. Entity Relationship Diagram (ERD)

A

B. Universal Process Notation (UPN)

141
Q

61 of 65
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 get insights to current business processes.

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

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

A

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

142
Q

62 of 65
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 acceptance criteria of the user stories were too specific.

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

A

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

143
Q

65 of 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. Sprint review

C. Daily stand-up

A

B. Sprint review

144
Q

2 of 65
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. Engage a developer to scope a custom solution.

B. Export a weekly report of user activity.

C. Research third-party apps on the AppExchange.

A

C. Research third-party apps on the AppExchange.

145
Q

5 of 65
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. Present the pros and cons of the decision by using logic and facts.

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

C. Demonstrate the BA’s expertise and clearly state the decision is final

A

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

146
Q

10 of 63
Universal Containers has several independent Salesforce projects this quarter involving shared objects and a complex deployment process managed by a DevOps team. While smoke testing the shared user acceptance testing (UAT) environment, the business analyst (BA) noticed that one of the minor changes to the Account page layout for the project is missing. The client is eager to begin its UAT.

What should the BA do to address the issue?

A. 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.

A

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

147
Q

11 of 63
Cloud Kicks is creating a new lead conversion process in Sales Cloud. During a recent sprint, the business analyst created user stories related to the Opportunity object, Test scripts were created for the lead conversion process. All of the test scripts passed and the new functionality was deployed. After deployment, end users reported error messages when manually creating new Opportunities.

Which area of user acceptance testing (UAT) was overlooked?

A. Several teams should be part of UAT to represent multiple viewpoints.

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

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

A

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

148
Q

13 of 65
The project team at Universal Containers has started to review the existing Salesforce manufacturing solution that has low adoption and a variety of customizations including custom objects, custom fields, renamed standard objects, and renamed standard fields.

What should the business analyst recommend to the project team to increase understanding when documenting requirements, processes, and potential solutions?

A. Use customer terminology and language.

B. Use industry terminology and language.

C. Use Salesforce terminology and language.

A

A. Use customer terminology and language.

D Said:
C. Use industry terminology and language.

149
Q

22 of 63
The business analyst (BA) at Universal Containers is preparing for user acceptance testing (UAT) for an Experience Cloud implementation.

Which people should participate in UAT?

A. BA, business users, key stakeholders

B. BA, project manager, key stakeholders

C. Business users, project manager, key stakeholders

A

A. BA, business users, key stakeholders

150
Q

23 of 65
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. Scrum team

C. Stakeholders

A

C. Stakeholders

151
Q

27 of 65
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. Version control

B. Change Sets

C. Setup Audit Trail

A

A. Version control

152
Q

28 of 65
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. Prioritize the effort as defined by sales and ask the director to review any service Impacts.

C. Continue with the effort as defined by sales and add a backlog Item to review the service Impacts in the future.

A

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

153
Q

31 of 65
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 org access details

B. Missing test script details

C. Missing test result details

A

B. Missing test script details

154
Q

32 of 65
The business analyst (BA) at Northern Trail Outfitters is getting ready to kick off a new Service Cloud project with the retail division to turn on the Web-to-Case functionality. The BA wants to better understand business processes so they can accurately scope the project.

Which type of documentation should the BA utilize?

A. Use cases

B. Current state analysis

C. Object models

A

B. Current state analysis

155
Q

33 of 65
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. INVEST checklist

B. Numerical framework

C. Gap analysis document

A

A. INVEST checklist

156
Q

34 of 65
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 the V2MOM structure

C. Include who, what, and why

A

C. Include who, what, and why

157
Q

36 of 65
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. Review the user stores to ensure they are small, testable, and valuable.

B. Create a SWOT (Strength, Weakness, Opportunity, Threat) analysis to understand why development and testing took more time.

C. Move the deployment date out so the beams have more time to work.

A

A. Review the user stores to ensure they are small, testable, and valuable.

158
Q

37 of 65
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 team member, I need additional enablement training and reporting information to help me improve dose rates.

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

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

A

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

159
Q

39 of 65
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, custom Lightning Web Component user interface

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

C. Custom object for activity capture, custom Lightning Web Component user interface

A

A. Standard object for activity capture, custom Lightning web Component user interface

160
Q

41 of 65
Universal Containers has just been notified by authorities that govern the shipping industry of new regulatory requirements. To comply, there are several existing processes built on Salesforce that will need to change. A business analyst (BA) will help describe the additional business needs imposed by the new regulations.

Which type of document should the BA prepare?

A. Gap analysis

B. Current state analysis

C. Audit log

A

A. Gap analysis

161
Q

43 of 65
Northern Trail Outfitters (NO) 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. Change management

C. Process mapping

A

C. Process mapping

162
Q

44 of 65
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 consulted.

C. The customer should be informed.

A

B. The customer should be consulted.

163
Q

46 of 65
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. Strategy Analysis

B. Enterprise Analysis

C. Stakeholder Analysis

A

B. Enterprise Analysis

164
Q

47 of 65
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. Unified Modeling Language (UML)

B. Business Process Modeling Notation (BPMN)

C. Universal Process Notation (UPN)

A

C. Universal Process Notation (UPN)

165
Q

48 of 65
Universal Containers has a Salesforce Knowledge base solution; however, the support agents have indicated that the system has duplicate Knowledge articles. The agents have requested a feature that allows them to compare articles side-by-side and merge the articles. While researching solution options, the business analyst (BA) noticed an idea in the Salesforce ideaExchange that directly addresses this requirement. The idea is in beta testing and will be generally available in the next release.

What should the BA suggest?

A. Ask the Salesforce Account Executive to release the Idea early.

B. Ask the support manager to wait until the Idea is released.

C. Ask the development team to build a custom solution based on the idea.

A

B. Ask the support manager to wait until the Idea is released.

166
Q

49 of 65
Cloud Kicks (CK) has expressed concerns about the distribution process for a new line of shoes, because the company consistently misses its targeted delivery dates. CK asks the business analyst (BA) to uncover the issue and propose a business solution.

What should the BA do next?

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

B. Review future state distribution processes for CK.

C. Explore how retailers similar to CK handle distribution.

A

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

167
Q

50 of 65
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. Conduct individual interviews with each team member to gather more information about the existing onboarding process.

B. Review survey feedback agal to better understand pan points in the existing onboarding process.

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

A

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

168
Q

52 of 65
The business analyst is working with a stakeholder on a Salesforce project. The stakeholder needs an approval process on contract submissions. Sales managers want to see all contracts when the discount is greater than 20%. They will decline any contracts with a discount that is greater than 25%, but they want visibility into other highly discounted contracts.

Which acceptance criteria is the most effective for this scenario?

A. Users in a sales manager role should have access to a button on contracts to click to approve or decline a contract with a discounted price of 20% or more.

B. A sales manager wants to be able to approve contracts with a large discount and they need a validation rule related to contract discounts greater than 25%.

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

A

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

169
Q

53 of 65
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. Stakeholder Analysis

B. Enterprise Analysis

C. Strategy Analysis

A

C. Strategy Analysis

170
Q

55 of 65
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. Adhere to agreed upon mapping standards.

B. Identify resources engaged in each step.

C. Use UC’s existing terminology.

A

A. Adhere to agreed upon mapping standards.

171
Q

58 of 65
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. Business Process Modeling Notation (BPMN)

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

C. Integrated DEFinition for Process Description Capture Method (IDEF3)

A

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

172
Q

59 of 65
A business analyst at Universal Containers has begun user acceptance testing for a new Experience Cloud implementation with the project team. A major gap for one of the personas was identified in the documented scenarios.

What went wrong?

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

B. Failure to perform thorough unit testing during the development process

C. Failure to validate the application against the functional requirements

A

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

173
Q

61 of 65
The sales team at Cloud Kicks is rolling out a new sales methodology. To incorporate the requested changes, the business analyst working with the technical team identifies several integrations that touch the Opportunity object and could be impacted by the changes. The project manager wants the solution to include unit testing, code reviews, and functional testing.

What does the project team need to agree upon to ensure the work is ready to be deployed?

A. Entity relationship diagram

B. User acceptance criteria

C. Definition of done

A

C. Definition of done

174
Q

62 of 65
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/fall Indicators

A

A. To ensure what was originally requested is being delivered

175
Q

64 of 65
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 saves time when prioritizing and Implementing functionality.

B. It defines technical specifications early In the process.

C. It helps testers determine the most efficient way to validate solutions.

A

C. It helps testers determine the most efficient way to validate solutions.

BA (2 decks)

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