Set 1 - Current

Question 1

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?

A. Read business process documentation.

B. Review configuration settings.

C. Conduct stakeholder interviews.

Answer 1

B. Review configuration settings.

Question 2

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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.

Answer 2

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

Question 3

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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.

Answer 3

B. Attempt to reproduce the issue.

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

Question 4

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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

Answer 4

B. A story using personas to illustrate potential solutions

Question 5

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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.

Answer 5

B. Identify power users.

Question 6

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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

Answer 6

B. Customer experience

Question 7

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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.

Answer 7

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

Question 8

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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.

Answer 8

B. Work will begin when capacity becomes available.

Question 9

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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.

Answer 9

(Changed)

B. Work is predictable but sometimes lacks sufficient planning.

D Said:
A. Work includes platform support requiring immediate outage handling.

Question 10

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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.

Answer 10

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

Question 11

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The Salesforce project team at Cloud Kicks is about to start a project that crosses sales and service teams. The business analyst (BA) has been tasked with writing user stories with the teams in a workshop.

What should the BA keep in mind during the process?

A. User stories encourage iterative development.

B. User stories specify which technical components are impacted.

C. User stories are fixed upon stakeholder approval.

Answer 11

A. User stories encourage iterative development.

Question 12

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The business analyst at Universal Containers is writing user stories to support the Salesforce implementation for the sales operations division. There is a request for visibility into the sales reps’ pipeline so they can see their revenue.

Which missing component is necessary to finish this user story?

A. When

B. Why

C. Who

Answer 12

C. Who

Question 13

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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.

Answer 13

C. Configuration provides faster speed to market.

Question 14

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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.

Answer 14

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

Question 15

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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

Answer 15

A. Support agents

Question 16

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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.

Answer 16

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

Question 17

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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

Answer 17

B. Observation and interviewing

Question 18

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

What should the business analyst do to gain the end users’ cooperation?

A. 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.

Answer 18

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.

Question 19

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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.

Answer 19

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

Question 20

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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

Answer 20

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

Question 21

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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.

Answer 21

B. Escalate the concern to the SMEs’ manager.

Question 22

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Universal Containers is setting up a Salesforce email integration for the sales team. Through discovery conversations, the business analyst (BA) learns the operations team also needs email integration in the near future.

What should the BA do next?

A. Proceed with the sales team’s project as planned.

B. Start project work for the operations team.

C. Include the operations team during discovery.

Answer 22

C. Include the operations team during discovery.

Question 23

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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.

Answer 23

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

Question 24

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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.

Answer 24

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.

Question 25

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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

Answer 25

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

Question 26

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

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

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

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

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

Answer 26

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

Question 27

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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.

Answer 27

C. Identify top project priorities.

D Said:
A. Verify Lightning page loading time.

Question 28

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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.

Answer 28

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

Question 29

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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.

Answer 29

(Changed)
C. Replace the specific feature with a goal.

D Said:
B. Add a quantifiable reason why the feature is needed.

Question 30

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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

Answer 30

C. Release plan

Question 31

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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

Answer 31

B. Prioritize the sprint backlog with stakeholders

Question 32

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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

Answer 32

C. Universal Process Notation

DSaid:
B. Entity Relationship Diagramming

Question 33

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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.

Answer 33

B. Gather requirements and analyze them.

Question 34

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

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

What is one definition of done for this user story?

A. The Candidate Status field can be updated.

B. The acceptance criteria has been approved.

C. The Candidate object has Edit access.

Answer 34

B. The acceptance criteria has been approved.

Question 35

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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

Answer 35

C. Shows tangible impact from changes to processes

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

Question 36

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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.

Answer 36

(Changed)

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

Question 37

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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

Answer 37

C. Virtual whiteboarding

Question 38

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

What is the name of this documentation type?

A. User story

B. Business analysis plan

C. Use case

Answer 38

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

Question 39

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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.

Answer 39

A. Define the acceptance criteria.

Question 40

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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

Answer 40

A. Prototyping

Question 41

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The Cloud Kicks business analyst (BA) is frustrated because the requirements tracking spreadsheet is often incomplete or out-of-sync for the Slack transition project. The development team has recommended that the BA use a DevOps tool as an alternative.

What are the benefits of using a DevOps tool in this situation?

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

B. Tracks changes for the testing team and provides access to user stories

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

Answer 41

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

Question 42

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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

Answer 42

A. The solution with the highest business value

Question 43

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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

Answer 43

A. Storytelling - hero, challenge, helper, victory

Question 44

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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

Answer 44

A. Value Stream Map

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

Question 45

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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.

Answer 45

B. Prioritize requirements.

Question 46

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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

Answer 46

(Changed to)
A. Functional requirements, individual test case functionality, and final go live date

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

Question 47

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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

Answer 47

B. User stories

Question 48

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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.

Answer 48

C. Review the capability model from the NA implementation.

Question 49

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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

Answer 49

A. Analyze, build, deliver, operate

Question 50

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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 NO’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.

Answer 50

Unsure, go with A:

A. Confirm steps to reproduce the issue.

D Said:
B. Use performance analyzer to view the assessment.

Question 51

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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

Answer 51

A.

Question 52

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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.

Answer 52

C. Capture decision steps and different outcomes.

Question 53

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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.

Answer 53

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

Question 54

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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.

Answer 54

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

Question 55

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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

Answer 55

B. Gather requirements and then note the proposed solution.

Question 56

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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.

Answer 56

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.

Question 57

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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.

Answer 57

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

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

Question 58

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.

Answer 58

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

Question 59

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

Answer 59

C. Enterprise, Strategy, Stakeholder

Question 60

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

Answer 60

A. Version control

Question 61

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.

Answer 61

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

Question 62

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.

Answer 62

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

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

Question 63

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.

Answer 63

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.

Question 64

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.

Answer 64

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.

Question 65

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.

Answer 65

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.