Salesforce Certified Business Analyst Exam Training Materials Online Updated

Eleanor2022-11-07T08:27:12+00:00

For candidates, choosing the training materials online is the most effective way to pass the Salesforce Certified Business Analyst Exam. But they need to make sure that they have the most valid and updated study materials. Salesforce Certified Business Analyst training materials of ITPrepare have been updated recently with the latest practice questions and answers. The Certified Business Analyst dumps questions are systematic and cover all topics of the Salesforce Certified Business Analyst exam. It is easy to understand, hence will undoubtedly help the candidates to become successful in the Salesforce Certified Business Analyst exam.

Try to check Salesforce Certified Business Analyst free demo first:

Page 1 of 9

1. Universal Containers is implementing a Salesforce solution that’s designed to transform its customer service division. During sprint planning, it was determined that the development team would be able to successfully deliver all remaining work items. However, due to unplanned delays, the development team is now at risk of being unable to complete the work items.

The project manager has asked for the business analyst’s (BA) help to prioritize the remaining work items. The development team has 16 hours of capacity remaining and is focused on launching a minimum viable product (MVP) of the customer service solution as soon as possible.

Which work items should the BA prioritize with the remaining 16 hours of development capacity?

US-4008 and US-4009

US-4008 and US-4009

US-4007 and US-4009

US-4009 and US-4010

2. Prioritize which requirements will be included in the minimum viable product.

3. 1.An executive stakeholders 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 stakeholders?

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

A SIPOC (Support inputs, Process, Outputs, and Customers) map outlining the Quote-to-Cash process

A business process map detailing the existing step-by-step Quote-to-Cash process

4. The business analyst (BA) at Cloud Kicks has been interviewing customer service team members who use Service Cloud to understand the steps they take to complete their daily work. The BA is working on a solution to improve their productivity by identifying each step and documenting its purpose.

Which type of requirement documentation is the BA using in this scenario?

Process mapping

Value stream mapping

Data modeling

5. A business analyst has been tasked with leading prototype efforts for a Salesforce project.

What is a prototype?

A model of a final proposed product

A first pass, simple sketch of an idea

A polished, proven solution

6. 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?

Personas

Stakeholders

Scrum team

7. The business analyst at Cloud Kicks is using a checklist to assess the quality of user stones for an upcoming Experience Cloud implementation.

Which characteristics make a user story successful?

Clean Direct, Concise, Cross Functional, Configurable

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

Independent, Negotiable, Valuable, Estimable. Small, Testable

8. The VP of sales at Clod Kicks wants to streamline the lead qualification process to improve the team’s productivity and help them reach their target goals. A business analyst (BA) has been assigned to the project to identify the disconnect between the sales and marketing teams’ definition of a qualified lead?

What should the BA focus on?

Mapping historical leas data from each team and building charts to highlight similarities

Evaluating team’ skill and experience to determine how they can better align.

Scheduling and all-day collaboration workshop with both team to resolve their differences

9. 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?

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

CK will get insights to current business processes.

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

10. 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?

Engages stakeholders, identifies improvements, and starts the change process

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

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

Page 2 of 9

11. From where can an Admin unlock a user?

Setup > Locked Users > Unlock

Users > Select user > Unlock

Setup > Object Manager > Users > Select User > Unlock

Users > Logins > Unlock Users

12. 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?

INVEST checklist

Numerical framework

Gap analysis document

13. Universal Containers is focused on an initiative to streamline its channel management processes. Due to the level of complexity, the business analyst (BA) will gather and document the key points in preparation to build a more detailed process map.

Which diagram should the BA use in this case?

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

Capability Model

Value Stream Map

14. Universal Containers has a Salesforce Knowledge base solution; however 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 option, the business analyst (BA) noticed an idea in the Salesforce IdeaExchage that directly addresses this requirement. The idea is in beta testing and will generally available in the next release.

What should the BA suggest?

Ask the support manager to wait until the idea is released.

Ask the Salesforce Account Executive to release the idea early.

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

15. 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?

Understand the project scope.

Verify Lightning page loading time.

Identify top project priorities.

16. 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?

Enterprise Analysis

Stakeholder Analysis

Strategy Analysis

17. 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?

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

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

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

18. 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?

Detailed user stories with technical documentation about the existing process

Annotated process flows with modifications to an existing process

Collected pain points from people who follow the existing process

19. A business analyst JBA) for Northern Trail Outfitters (NTO) is reviewing the business backlog and determines that many of the requirements would require custom code that is expensive and hard to maintain. The BA knows that the backlog should be prioritized by people who have knowledge of the features and functionary of the Salesforce Platform.

Who should own the process of prioritizing the business backlog?

The third-party implementation team, with support from the internal technology teams affected by the project who understand NTO's vision and strategy

The business teams affected, with support from the internal technology teams who understand ways to maximize Salesforce’s declarative features

The project manager, with support from the third-party implementation and business teams who understand both platform and business priorities.

20. Universal Containers (UC) has decided to implement Salesforce and has assigned a business analyst (BA) to write user stories for the project. The BA plans to meet customer to their experience in their own words.

Which type of research should the BA use to elicit user stories from UC’s customers?

Shadowing

Interviewing

Behavioral

Page 3 of 9

21. 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?

Prototyping

Brainstorming

Observation

22. 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?

Write the test scripts.

Define the acceptance criteria

Plan the sprint schedule.

23. 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?

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

Continue with the effort as defined by sales and add a backlog item to review the service impacts in the future.

Prioritize the effort as defined by sales and ask the director to review any service impacts. .

24. 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?

Integrated Definition for Process Description Capture Method (IDEF3)

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

Business Process Modeling Notation (BPMN)

25. The project team at Cloud Kicks is under a tight deadline to implement a new Service Cloud feature. The business analyst, BA) has received feedback from the customer that the existing functionality is difficult to use. The BA wants to better understand the customers pair points before writing requirements

Which document should the BA use?

Journey map

Process map

Capability map

26. The sales team recently received training on a new sales methodology. When viewing an Opportunity in Sales Cloud, the sales manager wants the sales cycle to include new stages in addition to multiple custom fields. The business analyst is starting to construct user stories to support the new process.

What should each user story include?

Value, purpose, and need

Who, what, and why

Who, where, and how

27. The business analyst (BA) needs to identify collaborators for the current Salesforce CPQ project. The documentation has already been analyzed.

What is another important step the BA should take to identify the correct decision makers?

Survey the business units.

Create a stakeholder wheel.

Prepare a RACI matrix.

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

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

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

29. Universal Containers has kicked off a project focused on transforming its customer service department using Service Cloud.

During onboarding, the project manager shared the following process maps with the business analyst (BA):

Case Creation

• Case Triage

• Case Assignment

• Case Management

• Case Closure

Which key attributes should the BA look for when reviewing the process maps?

Audiences, scope, inputs, outputs, and resources

Cost, timeline, risks, requirements, and opportunities

Case sources, types, volumes, priorities, and reasons

30. 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?

Gather requirements and analyze them.

Obtain a change order from the customer.

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

Page 4 of 9

31. The business analyst is auditing data access by documenting Field-level Security on the Account object in Salesforce.

How do end users participate as stakeholders in data Governance?

They export their data back it up locally.

They implement their data entry workarounds in the system.

They provide valuable feedback on how they use data.

32. Cloud Kicks is a rapidly growing company and has just expanded its team to include a business analyst (BA). The IT directory has asked the BA to use application Lifecycle Management (ALM) for all Salesforce development projects.

Which step of the ALM cycle requires the BA to study current business process gather requirements, and analyze them?

Test

Plan

Build

33. A business analyst (BA) at Cloud Kicks is preparing for a user acceptance testing (UAT) session to release a record-triggered flow that notifies account and opportunity owners once a quote has been accepted.

What should the BA do during UAT to ensure the solution meets the requirements?

Work with subject matter experts to perform UAT in a sandbox.

Work with the solution architect to perform unit testing in a sandbox.

Work with the quality assurance (QA) team to perform UAT in a sandbox.

34. Which Information should the BA gather during the initial discovery meeting?

Employee review cycle for the support team

Limitations of the current support process

A Contact information for key stakeholders

35. 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 he business analyst recommend Kanban?

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

Work includes platform support requiring immediate outage handling.

Work is predictable but sometimes lacks sufficient planning.

36. Cloud Kicks leadership wants to use custom code for functionality that can easily be created declaratively in Sates 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?

Configuration leverages multiple programming languages.

Configuration allows for any level of complexity.

Configuration provides faster speed to market.

37. What is the storage of the Developer Pro Sandbox?

300MB

200MB

2GB

1GB

38. In which of the following app markets CANT the Salesforce App be found?

Google Play

AppExchange

App Store

39. Which permission is required to create, delete, refresh or activate a Sandbox?

Sandbox Editor

Environment Manager

System Administrator

Manage Sandbox

40. The business analyst at Northern Trail Outfitters receives a requirement from the CRM manager to have visibility into their team's queues to monitor open cases.

Which user story meets this requirement?

As a CRM manager, I need a record-triggered flow to view my team's work queues so 1 can monitor their open tickets.

As a CRM manager, I need to see my team’s work queues so I can monitor their open tickets.

As a user, I need to see case queue to monitor my team's work.

Page 5 of 9

41. Universal Container 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?

Map the business process.

Review department procedures and consult the org chart.

Create an entity relationship diagram.

42. Which Salesforce standard license can be given to someone who need access only identity services, such as single sign-on (SSO)?

Identity Only

Lightning Platform

SSO License

Salesforce License

43. 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?

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.

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.

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 liasion between business and technical teams.

44. Cloud Kicks hired a new business analyst (BA) to join an experienced cross-functional team that has successfully delivered high-quality Salesforce solutions to global stakeholders. The BA wants to quickly become a trusted advisor to the team.

What should the BA do?

Focus on the task at hand instead of on individual team members.

Avoid exposing one's own mistakes to the team.

Tell the truth in difficult situations.

45. A business analyst (BA) at Northeren Trail Outfitters has been asked to explain a sales process improvement idea and collaborate on a plan for implementation. Several sale 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?

Demo prototype

Virtual whiteboard

One-on-one meetings

46. 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?

Missing test org access details

Missing test result details

Missing test script details

47. The business analyst (BA) at Cloud Kicks (CK) is writing user stones 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?

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.

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.

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

48. The Sen/ice 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?

Journey Map

Heat Map

Process Map

49. Which of the following User Management terms is best described by this definition: " Item assigned to a User that determines the functionality that they can access across the Salesforce ecosystem".

Role

User License

Profile

Username

50. 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?

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

Review survey feedback again to better understand pain points in the existing onboarding process.

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

Page 6 of 9

51. The user acceptance testing (UAT) of a solution has passed. During the code review process, a technical team found that the Apex code fails to meet Salesforce coding standards which makes it challenging to maintain over the long term and may create performance issues. The business analyst has identified this as an issue that prevents deployment to production.

Which principle of Agile methodology does this violate?

Sprint retrospective

Definition of done

Iterative development

52. Which User access and sharing features would you use for the following use case: it is the first time a user logs in and they need to be sent an email with a way to authenticate their email.

2 FA

Single Sign-On

Email Proof

53. 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?

journey Mapping

Survey /Questionnaire

Focus Groups

54. 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. NTO has asked a business analyst (0A) for recommendations on how to proceed.

Which aspect of a potential solution is most important for a BA to consider?

User adoption

Scalability

System downtime

55. 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?

Business leaders, middle management, and end users

Senior leadership, IT leadership, and middle management

Executive sponsors, IT leadership, and end users

56. 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?

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

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

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

57. The business analyst at Cloud Kicks is beginning to write user stories for its Salesforce implementation.

Which three components should-be included when writing a user story?

Who, what, why

When, where, why

Who, when, why

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

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

Use customer terminology and language.

Use industry terminology and language.

Use Salesforce terminology and language.

59. Universal Containers in rolling out Sales Cloud for the contract renewals team. The team has expressed resistance to learning another platform and changing their processes. The business analyst (BA) shows them a video case study of a contract renewals team at another company that successfully adopted Sales Cloud, which shortened it’s time to close and increased its close rate by 30%.

Which influencing style is the BA using?

Accommodating

Collaborative

inspiring

60. The business analyst (BA) at Universal Containers is responsible for defining the enhancement features for the current Salesforce CPQ implementation that must be configured in the next phase of the project.

Which type of document should the BA create to achieve the objective?

Business analysis plan

Scope statement specification

Functional requirements specification

Page 7 of 9

61. The development team at Universal Containers is reviewing several stories to be added to the current sprint. The team is having trouble with a particular story about an Opportunity email alert and is unsure about which type of testing is needed.

What should the business analyst review and revise to provide more clarity to the team?

Definition of done

User persona

Acceptance criteria

62. Which step should a business analyst take to establish credibility and covert empathy with stakeholders during discovery sessions for a new Experience site?

Describe work with other companies that has solved similar problem.

Ensure the workshop schedule consider tome zone and language differences.

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

63. Northern Trail Outfitters (NTO) has moved its inventory systems to Salesforce to track the clothing it manufactures and sells. As a part of this project, NTO wants to implement several features which will also improve how its inventory is restocked. In order to manage the discovery phase of the project, the project team plans to hire a business analyst (8A).

What should a BA do to be successful during the first phase of the project?

Elicit requirements, build automation, and deploy a solution,

Architect a solution, configure a sandbox, and build a proof of concept.

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

64. A business analyst at Universal Containers is converting a requirements document into user stories for upcoming Manufacturing Cloud deployment. The first requirement is "finance needs a time tracking sys containers."

Which option best represents the "IF component of the INVEST checklist to make a good user story from this requirement?

As a finance user I want a Timesheet object implemented so I can accurately report on container profitability.

As a finance user, I want to know how long it takes to assemble a container so I can accurately report on container profitability.

As a finance user, I want an Assembly Time field on the container cost record so I can accurately report on container profitability.

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?

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

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

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

66. 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?

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

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

Ask the team to pivot and complete the work immediately.

67. 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?

The previous VP's requirements fail to meet current formatting standards.

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

The previous VP's requirements are outside of the Salesforce framework.

68. Universal Containers is in the planning phase of a Salesforce project that will transform its retail locations. The implementation team has had a difficult time determining the priorities and requirements of previous projects from people who would be directly impacted by the solution under consideration.

Which type of analysis should the business analyst recommend to ensure the implementation team avoids this challenge on the current project?

Persona analysis

Enterprise analysis

Stakeholder analysis

69. 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?

Brainstorming and prototyping

Observation and interviewing

focus groups and workshops

70. 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

A Which path should the BA take to find this information?

Review configuration settings.

Conduct stakeholder interviews.

Read business process documentation

Page 8 of 9

71. Universal Containers has chosen to leverage Experience Cloud to create an engaging site for its customers. The business analyst (6A) leading this project needs to validate that the requirements meet the goal.

What should the BA do to ensure alignment?

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

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

Conduct a whiteboarding session to ensure the requirements are accurate.

72. The executive director of Universal Containers (UC) plans to purchase additional Salesforce Iicenses. The director recently hired a business analyst (BA) to lead a series of journey mapping sessions. The director wants the Journey mapping sessions to be tailored to the features and capabilities that are currently available in UC’s Salesforce environment.

Which information does the BA need to determine the features and functionality UC can implement while avoiding additional costs?

Organization edition and license type

Storage capacity and license type

Number of active users and license type

73. Cloud Kicks has moved into the quality assurance (QA) phase of Salesforce product configuration and extension. The QA team is now trying to confirm it has delivered value to stakeholders based on business requirements. The team is asking questions such as, "Did we build the right product?'' and "Did we build the product right?"

Which element should the business analyst use to help the QA team validate that the product fulfilled the requirements without ambiguity?

Process maps

User stories

Acceptance criteria

74. The VP of customer success at Northern Trail Outfitters wants to implement a new client onboarding process leveraging custom objects and a custom Console Lightning App.

Which approach should a business analyst take to begin this process?

Partner with Salesforce account executives to complete discovery.

Schedule a meeting with stakeholders and create a journey map.

Develop the project plan and finalize the release date.

75. The Business analyst (BA) at Northern 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?

Stakeholder analysis

Business analysis plan

Current state analyst

76. The quality assurance (QA) team at Cloud Kicks is reviewing user stones 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?

The who, what, and why of the user story

The acceptance criteria of the user story

The definition of done of the user story

77. 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?

Encourage leadership to share their vision for the project, and ask the larger team to focus feedback only on the key objectives, pain points, and requirements outlined by leaders

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.

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

78. 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?

The user stories focused on well-defined personas.

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

The acceptance criteria of the user stories were too specific.

79. 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?

Sales margins

Customer experience

Product functionality

80. A business analyst (BA) working on a Service Cloud implementation is reviewing user stories to verify they are written effectively.

What should the BA confirm about the user stories when completing this review?

They contain substantial details and focus on technical elements.

They are dependent on related acceptance criteria and overlap with other use cases.

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

Page 9 of 9

81. 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 m the project.

Which level of influence should the BA place the MR Director on the stakeholder wheel?

The Sponsor

The Enterprise

The project

82. 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 return 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 prototype for a specific business outcome

Detailed technical documentation with annotations

A story using personas to illustrate potential solutions

83. A business analyst (BA) is preparing for user acceptance testing for case management scenarios in Service Cloud.

What should the BA do to help prevent gaps from being discovered after go live?

Focus more on happy path testing and less on edge case testing.

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

Streamline testing by limiting the number of testers involved.

84. 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?

Functionality on interconnected objects should be part of UA

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

End users who are experts in that functionality should participate in UA

85. Universal Containers (UC) needs a Quip template to create Account plans. UC's business analyst has been tasked with documenting requirements for this initiative. During one of the business requirements gathering sessions, a sales manager notes that it's important the new template is user-friendly and only accessible to the account team.

Which option captures this requirement?

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

The sales manager can make the template user-friendly.

Accessible by members of the account team.

86. Cloud Kicks needs to revamp its support process 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:

What should the BA do?

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

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

Cancel the workshop and reschedule it to a date when ail stakeholders ace available.

87. 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?

Include the personal perspective for acceptance criteria and the overall perspective for definition of done.

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

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

88. Universal Containers wants to streamline a complex business process. The business analyst (BA) assigned to the Service Cloud project is creating a business process map of the existing process. The BA is having difficulty documenting the process because there is disagreement among the stakeholders about the steps that are being followed.

Which recommendation should the BA make to help the stakeholders reach agreement about the process?

Refer to the Responsible, Accountable, Consulted, Informed (RACI) chart to determine who is accountable.

Focus on the inputs and outcomes of the current process

Brainstorm ideas to make the process more efficient.

89. 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?

Put extra effort into following up with the SMEs.

Limit effort to contact the unresponsive SMEs.

Escalate the concern to the SMEs' manager.

90. Northern Trail Outfitters (NTO) is undergoing a Salesforce implementation for Service Cloud. The busjpess analyst is currency 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?

Change Set Development, Org Development, Package Development

Rapid Application Development, Org Development Package Development

Salesforce DX, Flow Builder, Rapid Application Development

Salesforce Certified Business Analyst Exam Training Materials Online Updated