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Salesforce BA Process Flashcards

1
Q

What is a case object in Salesforce?

A

The Case object is the main object of Salesforce Service Cloud and a Case typically represents a customer’s issue, question, or feedback and its resolution process.

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2
Q

What is email-to-case?

A

Email to case is used to automatically turn customer emails into cases, so that your agents can quickly track and resolve their issues

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3
Q

What is web-to-case?

A

The web-to-case form is used for website integration with salesforce. Similar to web-to-lead form but is mainly used by a company to manage their cases

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4
Q

What applications do you use to make UML diagrams?

A

Draw.io or MS Visio

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5
Q

What do you use to make mock ups if needed?

A

Photoshop

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6
Q

How do you assign a case?

A

Setup > Case Assignment Rules

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7
Q

What are Quotes in Salesforce?

A

Quotes represent the proposed prices of your company’s products and services. You create a quote from an opportunity and its products.

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8
Q

What is a Salesforce Business Analyst?

A

Salesforce business analyst is a project-based, business-improvement role. Business analysts help guide businesses to improve business processes and efficiency in Salesforce. They elicit, document, and analyze requirements around business challenges, and then produce data-driven solutions

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9
Q

UML diagram used to show current process flow?

A

As-is diagram

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10
Q

What are some of your roles as a Salesforce BA

A

My main roles as a SF BA include consistently demonstrating excellent communication skills, documenting requirements, analyzing information, facilitating solutions, implementing solutions, and testing after implementing

Some of my roles as a SF BA included Gathering requirements and leading the whole requirement documentation process, creating and prioritizing user stories and epics, creating UML diagrams, designing mock ups, analyzing, translating, and defining data, remaining on high alert to facilitate communication between stakeholders and development team answering any questions or points of confusion that may develop, reviewing test plans and test cases, using my knowledge of the CRM to produce high value solutions and approaches to streamline workflow processes

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11
Q

How do you gather requirements?

A

I like to take a deep dive into current process workflows, look into background and past information about the business and the project, and speak to subject matter experts and stakeholders. I ask a series of who, what, where, when, and why questions that are relavant to the stakeholders request. I ask as many questions as I can think of to make sure I have a clear understanding of what they need done so that I can be well equip to come up with the best solution possible. The more information I have, the better the analysis

I am very personable so this process is more of a conversation than an interview

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12
Q

What is an Enterprise Analysis?

A

an analysis of the organization’s structure, including who reports to whom, and the functions and interactions of departments within the organization. The information you gain here helps your team successfully collaborate and communicate

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13
Q

What is a Strategy Analysis?

A

An analysis of how you will meet the business need

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14
Q

How do you conduct an Analysis for a project?

A

First, I gather the requirements, then I observe and lay out the current state of the business with an AS-IS diagram and define the future state and the objectives we are trying to reach with a To-Be diagram. After that I conduct a gap analysis to outline and determine the scope of work required to achieve our desired state. As well as recommending the highest value approach to getting there and potential risks.

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15
Q

Who is a stakeholder?

A

A stakeholder is anyone who has an interest in, or may be affected by, the issue under consideration.

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16
Q

What are some different elicitation methods?

A

Brainstorming, focus groups, requirements workshops, surveys/questionnaires, interviews, interface analysis

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17
Q

Ba communication examples:

A

Communicate the stakeholder’s needs to the project team

Ensure that, at the conclusion of the project, those needs have been met

Break down the barriers to communication—such as time, attention, expectation, or language—that can occur between stakeholders and developers.

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18
Q

Tips for Engaging Stakeholders to Achieve Project Goals

A

Communicate by Making It a Conversation

Share How You Can Help

Get Commitment for Next Steps

Acknowledge your respect for their time

Develop Relationships

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19
Q

Verbal Communication Tips

A

Speak clearly and loudly.

Choose your words carefully.

Use an appropriate tone.

Consider your audience.

Respond appropriately

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20
Q

Non Verbal Communication Tips

A

Eye contact

Personal space

Posture and movement

Openness of body

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21
Q

Types of documents Business Analysts use/compile

A

Glossary of terms

RACI chart

Interview and elicitation records

Stakeholder analysis

User stories

Use cases

Business analysis plan

Current state analysis

Scope statement specification

Functional requirements specification (FRS)

System requirements specification (SRS)

Gap analysis document

Change request logs

Wireframes and other visual documentation

Test plans, test cases, or user acceptance test plans

Change management

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22
Q

Presentation Methods:

A

Formal Documentation - This format is usually based on an organizational template and can include text, matrices, or diagrams.

Informal Documentation - This format may include text, matrices, or diagrams that are not part of a formal organizational process.

Presentations - This format is best for providing a high-level overview of goals, solutions, or information to support a decision.

I like to use outline, flow diagrams, PowerPoints, and dashboards

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23
Q

What is a BRD?

A

The BRD is the project bible. The BRD includes all the requirements of the project, key stakeholders, the project’s objective, expected timeline, scope of work, estimated costs, and potential risk.

Business Requirements Document - requirements for the project (Change initiative) are described from the customer’s perspective.

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24
Q

What is a user story?

A

a user story helps translate technical requirements into easy-to-understand ideas. User stories are simple descriptions of a feature told from the user’s point of view. As it relates to a Salesforce business analyst, user stories explain the roles of users in a Salesforce system, their desired activities, and what they intend to accomplish.

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25
User stories are helpful because:
They are easily digestible for developers bc they’re being written from a high level They enable collaboration amongst the team - we can work together to decide how best to serve the user and meet the goal Help focus on how a project or specific functionality can deliver value back to the end user Saves time when prioritizing the development/implementation of requirements and functionality. Avoid restrictions that occur when specification details are defined too early on Deliver features/products that users actually need Focus on how a project can deliver value back to the customer/end-user. . Increase collaboration and transparency within the project team. . Assist in testing solutions.
26
Parts to be included in a user story:
Who: From whose perspective (aka user persona) within Salesforce will this user story be written? What: What goal will be accomplished or implemented within the Salesforce org as the result of the user story? Why: Why does the user need the Salesforce functionality or feature outlined in the user story? Outline: As a < who >, I want < what > so that < why >. User Story Example: As a customer care representative, I want to take ownership of new cases and communicate with customers so that I can provide high-touch customer experiences.
27
What is a user story- writing workshop and at what point in the development process is it usually held?
It’s recommended that a user story-writing workshop is held near the start of a project. Story-writing workshops are organized to include the project team: product manager(s), developer(s), admin(s), UX designer(s), users, and so on. Participants brainstorm to generate story ideas.
28
What is acceptance criteria?
Acceptance criteria are a set of statements, each with a clear pass/fail result, added to a user story. Put simply, acceptance criteria specify conditions under which a user story is fulfilled. They should be expressed clearly, in simple language, without any ambiguity about the expected outcome.
29
Why are acceptance criteria helpful?
Clarifies the scope for the project team Assists the development/implementation team Ensuring testers know what should be tested
30
TRUE OR FALSE: Does every user story need acceptance criteria?
TRUE: every user story should have at least one acceptance criteria. Each criteria should be independently testable and answered with either a true or false.
31
What is the format for writing acceptance criteria?
Acceptance criteria can be formatted as if/then statements.
32
what should good acceptance criteria focus on?
Acceptance criteria should state intent, but not a solution. Think of the what, not the how.
33
Acceptance Criteria example:
User Story Example: As a customer care representative, I want to be able to take ownership of new cases and communicate with customers so that I can provide high-touch customer experiences. Acceptance Criteria: If on a case page, then the email customer feature is accessible.
34
User story acronym for successful user story
INVEST A successful user story is: Independent: User stories should be independent and not overlapping in concept with another user story. Negotiable: A user story is not a contract. A story is an invitation to a conversation. It captures the essence, not the details. Valuable: The user story needs to be useful to the end user. If a story does not have value, it should not be created. Estimatable: A successful user story’s timeline can be estimated. An exact estimate is not required, but just enough to help prioritize and schedule the story’s development/implementation. Small: Most effective user stories are small. Smaller user stories tend to get more accurate timeline estimates. Remember, the details can be elaborated through conversations. Testable: A good user story is testable. For a successful story, anyone on the project team can look at the user story and say, “Yes, I understand this user story so well that I can write acceptance criteria for it.”
35
Mistakes to Avoid when writing a user story:
The project team didn’t engage in story writing. The who of the user story is an undefined user. The why in the user story is feature specific. The acceptance criteria is too vague. The user story was assigned to the implementation team without a team discussion.
36
What is an executive summary?
An executive summary is a brief summary of your project plan
37
What does an executive summary include?
Reserve the data analysis and more involved details and charts to the project plan itself. Instead, focus on a summary of the project plan. It should look something like the following: Includes a one- to two-sentence descriptive summary of the overall plan. Identifies the problem. Explains your solution. Identifies who needs to act and what they need to do. Next up, creating your outline.
38
What does Salesforce Sales Cloud include?
Campaigns and Leads Accounts and Contacts Opportunities Sales Features
39
What are Campaigns in Salesforce Sales Cloud?
Any marketing efforts, including but not limited to, print ads, emails, and webinars
40
What are leads?
Prospective customers - leads get converted into accounts, contacts, and opportunities
41
Types of Salesforce charts
Vertical and Horizontal Bar charts Line Charts (best for showing data over time) Pie/Donut Chart (both are used to compare a group of data to the total. Donut charts show the table in the middle) Funnel Chart (best for sales opportunities) Scatter Chart (helps to visualize the correlation between values on a report)
42
What are dashboards created based on?
Reports
43
What is Salesforce Chatter?
Salesforce Chatter is a free social collaboration tool similar to Facebook and Twitter but for organizations on Salesforce platform. Chatter allows users to collaborate securely at work to establish networks, share files and status updates
44
What is a Use Case Document?
A use case document is a business document which provides a story of how a system, and its actors will be utilized to achieve a specific goal. An effective Use Case should provide a detailed step-by-step description of how the system will be used by its actors to achieve the planned outcome
45
Tell me about yourself
46
What are strengths of a BA
Great communication skills - asking great questions, facilitating working meetings, translate and tailor information delivery based on audience Problem solving skills - BA's facilitate a shared understanding of the problem, the possible solutions, and determine the scope of the project. Critical Thinking Skills - must be able to evaluate multiple options. Must be able to understand stakeholder needs and critically consider those needs and ask probing questions until the real need is surfaced and understood
47
Can you describe your experience with user acceptance testing (UAT)?
Yes I identify the user stories and the acceptance criteria for those user stories I identify all the users of the application and create test cases for each user. I prepare a training demo of the application I create test accounts for each user so that they can test the application after the demo I documented the users' feedbacks to determine if the application can live or if there is a showstopper
48
What is User Acceptance Testing?
Testing the software by the user or client to determine whether it can be accepted or not. This is the final testing performed once the functional system and regression testing are completed
49
What is a showstopper?
A bug. A hardware or software bug that causes an implementation to stop and become essentially useless. This critical bug must be fixed for the development process to proceed further
50
What business intelligence tools have you used in the past?
In my past positions, I've worked with Salesforce Einstein Analytics and Google Analytics
51
What is a use case model?
A use case model is a visual representation of a system that shows how a particular system is used by a user to accomplish a goal. It includes the entire sequence of events and actions performed by the user. This model is an integral part of software engineering and software modeling
52
Name some of the most commonly used tools by a business analyst
MS Office Suite Google Docs MS Visio MS Project Jira Tableau
53
What does SRS denote?
SRS stands for System/Software Requirements Specification. It is a set of documents that describe the features of a system or software application. Thus, SRS offers detailed insights about a system/software, its features, its behavior, the business processes it supports, the assumptions, and key performance parameters
54
What are the core elements of SRS?
Scope of Work Functional and Non- Functional Requirements Dependencies Data Model Assumptions Constraints Acceptance Criteria
55
What is a Feasibility Study?
An assessment of the practicality of a project or system. Aims to objectively and rationally uncover the strengths and weaknesses of an existing business or proposed venture. While it helps find solutions to possible business problems, it also allows a Business Analyst to identify new business opportunities for a project
56
What is a business model analysis?
refers to the technique of analyzing whether or not a business is socially, financially, and economically viable and valuable. This analysis forms the foundation for business model change - it highlights the areas that could benefit from improvement and change. Business Model Analysis aims to encourage innovation and enhancement of the business model to stay relevant in a dynamic industry
57
Define Requirement Elicitation
The process of collecting all system related requirements from the stakeholders, end-users, and customers.
58
What is a gap analysis?
the technique of analyzing the gap between the existing system and its functionalities and the targeted system. The changes or additional functionalities that are required to accomplish the proposed result.
59
What are the types of gaps that can occur in an analysis
Profit Gap Manpower Gap Performance Gap Product/Market Gap
60
Name the 5 phases of an IT project
Project initiation Project planning Project execution Project Monitoring and control Project closure
61
What are non-functional requirements?
the performance-level features or characteristics of a system/software application in development. Example: Application must finish loading within 2 hours
62
Where can you find non-functional requirements?
SDD (System Design Document) FRD (Functional Requirement Document)
63
What is UML Modeling?
Unified Modeling Language is a visualization approach used for documenting, constructing, and visualizing the different components of a system. It is used mainly for software development, and also for defining and delineating organizational functions, business process, and job roles.
64
What is BPMN?
Business Process Model Notation is a graphical representation of business processes consisting of five core elements: Data Flow Objects Connecting Objects Swim Lanes Artifacts
65
What is benchmarking?
the process of measuring the performance and ability of an organization to compete in the industry. It takes into account the company policies, rules, goals, performance, and other aspects as necessary to measure its competitive index
66
What is the difference between Business Analytics and Business Analysis?
Analytics is data-oriented. Uncovers valuable business insights Analysis is business functions and processes. Focuses on identifying and analyzing business problems and needs and find solutions.
67
Name the different types of Agile methodology
Scrum Kanban Extreme Crystal
68
What is Scope Creep?
the chain of uncontrolled changes in a project's scope without any increase in other resources associated with the project (schedule, budget, workforce, etc)
69
How to avoid Scope Creep?
Document the scope of the project in a detailed manner Document the new requirements in the project log Communicate the impacts/results of the changes to all the relevant stakeholders before implementing the change Abide by proper change management procedures
70
What is the difference between Agile and Waterfall methodology?
Agile - flexible in nature, focuses on customer satisfaction (majorly), flexible to changes in requirement, incremental approach, testing can be done in every phase Waterfall - structured software development methodology, internal process does not require customer participation, requirements must be clearly defined; changes are difficult to implement, sequential design process, testing is performed only in the final phase
71
Can you describe three types of diagrams that you use as a business analyst and when you use them?
Activity diagram Data Flow Diagram Process Flow Diagrams System Architecture Diagram System Context Diagram Use Case Diagram
72
What are the main differences between basic flow, alternate flow, and exception flow use cases?
basic flow - the main flow of events describes a single path through the system. It specifies the interactions between the actor and the system for an ideal condition. It represents the most common way that the use case plays out successfully and contains the most common sequence of user-system interactions alternate flow - a series of actions other than the basic flow that results in a user completing his or her goal. It means that the user has chosen to take an alternative path through the system exceptional flow - any action that will cause the actor to not complete or achieve the desired result. represent an undesirable path to the user. though the exception flow has occured the system should still react in a way that recovers the flow and provides some useful information to the user
73
Describe the parts of an SQL statement
SELECT FROM WHERE ORDER BY DESC/ASC GROUP BY HAVING
74
How would you define usability?
a measure of how well a specific user in a specific context can use a product/design to achieve a defined goal effectively, efficiently, and satisfactorily.
75
What are profiles in Salesforce?
Profiles define how users access objects and data, and what they can do within the application. When you create users, you assign a profile to each one
76
What is the difference between profile and role?
Roles determine your position within the hierarchy and profiles determine what data you can see. Profiles are required, roles are not
77
What is a sprint backlog?`
A list of tasks identified by the Scrum team to be completed during the Scrum sprint. During the sprint planning meeting, the team selects some number of product backlog items, usually in the form of user stories, and identifies the tasks necessary to complete each user story
78
What is Sandbox in Salesforce?
Sandbox is a copy of your production organization. You can create multiple copies of your organization in separate environments for different purposes such a development, testing, and training, without compromising the data and applications in your production organization
79
What is a test case?
A test case is a set of actions executed to verify a particular feature or functionality of your software application. Contains test steps, test data, precondition, post-condition developed for specific test scenario to verify any requirement. Can compare expected and actual results
80
How does analytical reporting provide value? Does it have any shortcomings?
Analytical reporting gives us the ability to examine critical evidence and insights that can assist in the decision-making process. It eliminates guesswork and ensures that preconceived notions and incorrect assumptions aren't the driving forces behind organizational choices. The flip side to that is that data alone is not always enough. While it can give people the details they need to make smart choices, outcomes are not guaranteed. The reports are only as strong as the data sources, so results can be impacted by missing information or points that can't be logged as data. It is important to make analytical reporting part of the decision making process but equally as important to consider other factors that may not be well-represented in the data.
81
Can you tell me about a time when you had to convince a decision maker to change course?
Previously I worked with a decision maker who liked to be at the forefront of technology. As a result of that, they would always want to move forward with implementing said technologies because that solution would be making headlines and would be marveled for its workplace efficiency. So on a specific project where he wanted to implement a new process, Before the project went forward, I conducted a careful analysis that ended up revealing that the new tech wouldn't actually live up to the claims, at least not in our environment. So I approached the decision maker and explained, supporting my position with data, that the technology would actually hinder productivity not just in the short term but in the long term as well. There was a negative ROI, it would actually take us longer to complete the project, and we would need more contractors and after seeing that the decision maker decided to stick with our existing solution
82
When you need to convey complex, technical information to non-tech-savvy stakeholders, what materials or diagrams do you use and why?
From my experience, the most effective way of presenting information to stakeholders is through flow diagrams. It simplifies the entire process and makes it easy to digest
83
What is a flow diagram?
A flow diagram or flowchart is a specific type of activity diagram that communicates a sequence of actions or movements within a complex system
84
What do you think about our business product website?
Do your homework on the company
85
Tell me about an interesting project that you worked on from beginning to end
86
Why did you or are you leaving your company?
The project I was working on ended The company downsized and my team and I were cut
87
Do you have experience with Jira?
Absolutely!
88
Would you like to be a team leader/manager in the future?
Yes, I'd love to manage my own team in the future but right now I'm looking to learn and grown by being in a good environment. This includes being part of a great company and surrounded by people I can learn from
89
Do you have any questions for me?
What are the plans for the team in the short and long term? What is the work/life balance like with your company? How well does your team work together?
90
Where do you see yourself in 12/24 months from now
I see myself extremely integrated within the company, looking to advance my skills and strengths into more roles
91
If a new product was proposed, how would you determine if it was a wise business move?
I would look for the following points: 1. Competition: The first thing to keep in mind is the competition. See how they have done things and do them better Customer preferences: Is this something your customers really want? Will it be a great fit with them? and the scope: Where will the product stand in the near future? Does the product adapt to changes?
92
What are the key responsibilities of a business analyst?
Responsibilites of a BA differ from job to job but the main duties of a BA is to understand the goals and problems of the organization, analyze the company's requirements, facilitate communication amongst different departments, and implement creative features and solutions to reach the goal
93
What are the key skills of a business analyst?
effective communication skills analytical skills - ability to read and translate data a great collaborator good leadership skills

Ba questions (5 decks)

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