Salesforce CERTIFIED-BUSINESS-ANALYST Online Practice Questions and Exam Preparation

Salesforce CERTIFIED-BUSINESS-ANALYST Online Questions & Answers

• Question 111:

  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?

  A. They export their data back it up locally.
  B. They implement their data entry workarounds in the system.
  C. They provide valuable feedback on how they use data.
  C. They provide valuable feedback on how they use data.

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  Explanation

  One way that end users participate as stakeholders in data governance is by providing valuable feedback on how they use data. Data governance is a set of policies and practices that ensure data quality, security, accessibility, usability, and compliance throughout an organization. End users are important stakeholders in data governance because they are the ones who create, consume, update, delete, or share data on a daily basis. End users can provide valuable feedback on how they use data for their tasks or goals, what data they need or don't need, what challenges or issues they face with data quality or availability, what suggestions they have for improving data processes or systems, etc.

• Question 112:

  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. Organize requirements.
  B. Validate requirements.
  C. Prioritize requirements.
  C. Prioritize requirements.

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  Explanation

• Question 113:

  During a requirements workshop, a stakeholder suggests a solution before fully describing the problem. How should the business analyst (BA) respond?

  A. Capture the suggestion and refocus the discussion on understanding the problem
  B. Approve the solution immediately
  C. Redirect to other stakeholders for input
  D. Move on to the next topic
  A. Capture the suggestion and refocus the discussion on understanding the problem

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  Explanation

• Question 114:

  The business analyst at Universal Containers has been asked to train the client on how to write effective user stories with acceptance criteria. The client provided this sample story.

  User Story:

  As a customer service agent, I need the ability to close support tickets.

  Acceptance Criteria:

  1.When viewing an open support ticket, a "Close Ticket" action is available.

  2.When closing a support ticket, the agent is required to enter a "Close Reason".

  3.After completing the close action, the status of the support ticket is set to "Closed".

  What can be done to improve this user story?

  A. Update the acceptance criteria to describe the technical solution.
  B. Update the user story to describe why the functionality is needed.
  C. Update the perspective of the user story and acceptance criteria.
  B. Update the user story to describe why the functionality is needed.

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  Explanation

  The user story improvement aligns with best practices in Agile methodologies and Salesforce guidance for creating effective user stories:

  Clarity of Purpose: The story must include the business value or "why" behind the functionality. In this case, updating the user story to explain why the customer service agent needs to close support tickets adds context and aligns with

  Salesforce's recommendations on creating actionable user stories. Best Practices for User Stories: According to Salesforce's user story guidelines, a complete story should follow the "INVEST" principle, particularly focusing on being

  "Valuable." The missing "why" in the original story means it lacks a description of the benefit or goal of the feature.

  Training Relevance: Teaching the client to emphasize the purpose in their user stories will help create stories that guide development toward delivering meaningful outcomes rather than just implementing technical features.

• Question 115:

  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?

  A. Accommodating
  B. Collaborative
  C. inspiring
  C. inspiring

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  Explanation

  The influencing style that the BA is using is inspiring. Inspiring is a style that appeals to the emotions and values of the stakeholders, and motivates them to achieve a shared vision or goal. The BA is using an inspiring style by showing them a video case study of a contract renewals team at another company that successfully adopted Sales Cloud, which shortened its time to close and increased its close rate by 30%. This helps to create a positive and aspirational image of what Sales Cloud can do for them, and encourages them to overcome their resistance and embrace the change.

  References: https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-stakeholder-management/influence-stakeholders

• Question 116:

  The business analyst at Cloud Kicks received verbal acceptance of all user stories by the product owner and set the status of the user stories to `'Ready for Development'' on a spreadsheet. The development team later reports are unable to confirm which user stories are ready to be built.

  A. The user stories were save outside of a shared repository
  B. The definition of done of the user stories was unclear.
  C. The user stories were linked to the incorrect business process map.
  A. The user stories were save outside of a shared repository

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  Explanation

  This answer states that saving user stories outside of a shared repository is why UC's development team reports they are unable to confirm which user stories are ready to be built after receiving verbal acceptance of all user stories by the product owner and setting their status to `Ready for Development' on a spreadsheet by UC's BA. A shared repository is a common or central location where documents or files can be stored, accessed, and updated by multiple users or teams. Saving user stories outside of a shared repository means that the BA stores user stories in a place where they are not visible or available to other users or teams, such as their personal computer, email, etc. Saving user stories outside of a shared repository is why UC's development team reports they are unable to confirm which user stories are ready to be built because it prevents them from seeing or accessing the latest version or status of user stories, and it creates confusion or inconsistency among them.

  References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-stakeholder-engagement-skills

• Question 117:

  The business analyst (BA) is preparing for a discovery workshop with key stakeholders. Which of the following should the BA prioritize first during the workshop?

  A. Understanding the current state of business processes
  B. Demonstrating Salesforce capabilities
  C. Developing a project timeline
  D. Writing detailed technical requirements
  A. Understanding the current state of business processes

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  Explanation

• Question 118:

  Universal Containers is working to improve Salesforce adoption. Customer reps are utilizing many Salesforce features in the org, but sales reps are still relying on their personal spreadsheets.

  What should the business analyst do to better understand the sales reps process in order increase Salesforce adoption?

  A. Host Focus group, conduct surveys, and shadow the sales reps to observe the tools they use and how the use them.
  B. Run reports based on usage to see where the sales reps are spending the majority of their time in Salesforce.
  C. Arrange for the sales reps to collaborate with customer service reps to learn service reps interact with Salesforce.
  A. Host Focus group, conduct surveys, and shadow the sales reps to observe the tools they use and how the use them.

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  Explanation

  The best practice for understanding the sales reps process in order to increase Salesforce adoption is to host focus groups, conduct surveys, and shadow the sales reps to observe the tools they use and how they use them. These methods help to elicit feedback and insights from the sales reps, understand their pain points and needs, identify the gaps and opportunities in their current process, and demonstrate the value and benefits of using Salesforce. The other options are either insufficient or irrelevant. Option B does not capture the sales reps' perspectives or preferences, and may not reflect their actual usage of Salesforce. Option C does not address the sales reps' process or challenges, and may not be applicable or effective for them.

  References: https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-discovery/plan-and-facilitate-discovery-sessions

• Question 119:

  A business analyst (BA) at Cloud Kicks has been tasked with preparing for requirements gathering workshops for an upcoming Sales Cloud implementation.

  Which documentation is mast beneficial for the BA to define the scope of the project?

  A. Detailed Process Map
  B. Value Stream Map
  C. Suppliers. Inputs, Process, Outputs, Customers (SIPOC) Map
  C. Suppliers. Inputs, Process, Outputs, Customers (SIPOC) Map

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  Explanation

  The documentation that is most beneficial for the business analyst to define the scope of the project is a SIPOC (Suppliers, Inputs, Process, Outputs, Customers) Map. A SIPOC Map is a high-level process map that shows the key elements of a process, such as the suppliers, inputs, outputs, and customers. A SIPOC Map can help define the scope and boundaries of a project by identifying what triggers the process, what are the inputs and outputs of the process, who are involved in or affected by the process, and what are the expectations or requirements of the process. A SIPOC Map can also help communicate and validate the scope with stakeholders and sponsors. A detailed process map is not documentation that is most beneficial for the business analyst to define the scope of the project. A detailed process map is a diagram that shows the steps, activities, and decisions involved in a process. A detailed process map can help document existing processes in a clear and concise way that can be easily understood by anyone involved in the project, but it does not help define the scope or boundaries of the project. A value stream map is not documentation that is most beneficial for the business analyst to define the scope of the project. A value stream map is a diagram that shows the flow of materials and information, the value-added and non-value-added activities, and the cycle times and wait times involved in a process. A value stream map can help identify waste, inefficiencies, and opportunities for improvement within a process, but it does not help define the scope or boundaries of the project.

  References: https://trailhead.salesforce.com/en/content/learn/modules/business-analyst_skills-strategies/explore-techniquesnformation-discovery

• Question 120:

  Universal Containers (UC) stores information about its containers in the standard Salesforce Product object. UC deals with data integrity issues, such as the Container Color field fails to update on all containers when the color is updated on a Container Product Line. The project owner mentioned that a previous consultant recommended that UC move to a more normalized data model to represent its containers.

  What should the business analyst review to learn more about the previous consultant's recommendation?

  A. Entity Relationship Diagram (ERD)
  B. System requirements specification
  C. Change request logs
  A. Entity Relationship Diagram (ERD)

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  Explanation

  The reference that the business analyst should consult to learn more about the previous consultant's recommendation is an Entity Relationship Diagram (ERD). An ERD is a diagram that shows the logical structure and relationships of data entities in a database or system. An ERD helps to model and document how data entities are organized, connected, and interact with each other. An ERD also helps to normalize data entities by reducing redundancy and inconsistency in data storage and retrieval. The previous consultant recommended that Universal Containers move to a more normalized data model to represent its containers, which means that they wanted to avoid storing duplicate or unnecessary data in multiple tables or fields. The business analyst should consult an ERD to learn more about how the previous consultant proposed to design and implement a more normalized data model for Universal Containers.

  References: https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/business-process-mapping