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Home Salesforce Certified Business Analyst

Salesforce Certified Business Analyst Exam Practice Questions (P. 4)

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Question #16
Cloud Kicks needs to revamp its support process over the next 12 months to improve the customer experience and has asked the Service Cloud team to collaborate with the business analyst (BA). The BA has scheduled an initial live process mapping session with all stakeholders and received the following calendar responses:

What should the BA do?
  1. A
    Proceed with the workshop as scheduled with the stakeholders who are available.
  2. B
    Cancel the workshop and reschedule it to a date when all stakeholders are available.
  3. C
    Hold a one-on-one diagram session with each stakeholder before the workshop.

Correct Answer:
B

Question #17
The sales team at Cloud Kicks is rolling out a new sales methodology. To incorporate the requested changes, the business analyst working with the technical team identifies several integrations that touch the Opportunity object and could be impacted by the changes. The project manager wants the solution to include unit testing, code reviews, and functional testing.
What does the project team need to agree upon to ensure the work is ready to be deployed?
  1. A
    Entity relationship diagram
  2. B
    User acceptance criteria
  3. C
    Definition of done

Correct Answer:
C

Question #18
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?
  1. A
    Review survey feedback again to better understand pain points in the existing onboarding process.
  2. B
    Conduct individual interviews with each team member to gather more information about the existing onboarding process.
  3. C
    Meet with key project stakeholders in a live workshop to build consensus on the current and desired onboarding processes.

Correct Answer:
C

Question #19
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?
  1. A
    Survey/Questionnaire
  2. B
    Journey Mapping
  3. C
    FOCUS Groups

Correct Answer:
B

Question #20
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?
  1. A
    Review the effort and Impacts with the service team, and work to align requirements across the teams.
  2. B
    Continue with the effort as defined by sales and add a backlog item to review the service impacts in the future.
  3. C
    Prioritize the effort as defined by sales and ask the director to review any service impacts.

Correct Answer:
A

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