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

Salesforce CERTIFIED-BUSINESS-ANALYST Online Questions & Answers

• Question 141:

  A new business analyst (BA) Just started working at Northern Trail Outfitters (NTO). The BA has been tasked with Implementing Service Cloud for NTO's Internal support team.

  Which information should the BA gather during the Initial discovery meeting?

  A. Contact information for key stakeholders
  B. Employee review cycle for the support team
  C. Limitations of the current support process
  C. Limitations of the current support process

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  Explanation

  The BA should gather information about the limitations of the current support process during the initial discovery meeting. This will help the BA to understand the pain points, challenges, and gaps that the internal support team is facing, and to identify the opportunities for improvement and optimization. The BA should not gather contact information for key stakeholders, as this is not relevant to the scope of the project, and should be done before the discovery meeting. The BA should also not gather employee review cycle for the support team, as this is not related to the business requirements or the solution design.

  References: Customer Discovery, Get Started with Salesforce Business Analyst Certification Prep, Cert Prep: Salesforce Business Analyst

• Question 142:

  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 lowest cost
  B. The solution with the fastest implementation time
  C. The solution with the highest business value
  C. The solution with the highest business value

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  Explanation

  When recommending a solution, especially under constraints such as a limited budget and tight timeline, the focus should be on delivering the highest business value. This approach ensures that the chosen solution effectively addresses the most critical needs of the business, providing significant benefits that justify the investment. While cost and implementation time are important considerations, the primary goal is to enhance customer service and satisfaction through the self-service portal, thereby achieving strategic business objectives. Selecting the option that offers the most substantial impact on service quality and customer experience, even if it's not the cheapest or quickest, will provide long-term benefits to the organization.

• Question 143:

  The business analyst (BA) at Northern Trail Outfitters is getting ready to kick off a new Service Cloud project with the retail division to turn on the Web-to-Case functionality. The BA wants to better understand business processes so they can accurately scope the project.

  Which type of documentation should the BA utilize?

  A. Current state analysis
  B. Object models
  C. Use cases
  A. Current state analysis

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  Explanation

  The type of documentation that the business analyst should utilize to better understand business processes so they can accurately scope the project is current state analysis. Current state analysis is a technique that involves assessing and documenting how a business process or workflow is currently performed in an organization. Current state analysis helps to establish a baseline for measuring the current state of performance, identify pain points and opportunities for improvement, and align with the desired business outcomes. Current state analysis can be done using tools such as interviews, observations, surveys, or process maps.

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

• Question 144:

  Sales leadership at 230Cloud Kicks (CK) is concerned about the limited adoption of Salesforce at the company. Salesforce implementation includes many custom pages. Multiple users have complained about wa.t.ng a long time for key functionality to display

  A. Monitor the Lightning Usage App.
  B. Run the Lightning page layout.
  C. Enable Debug Logs.
  A. Monitor the Lightning Usage App.

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  Explanation

  The business analyst should monitor the Lightning Usage App to address the concern of sales leadership about the limited adoption of Salesforce at Cloud Kicks. The Lightning Usage App is a tool that tracks and reports on how users are engaging with Salesforce in Lightning Experience. The Lightning Usage App can help measure and improve user adoption by showing metrics such as daily and monthly active users, usage by browser and device type, usage by profile and permission set, feature adoption, performance, and feedback. The business analyst should monitor the Lightning Usage App to identify trends, patterns, issues, or opportunities related to user adoption and take actions accordingly. Running the Lightning page layout is not an action that the business analyst should take to address the concern of sales leadership about the limited adoption of Salesforce at Cloud Kicks. Running the Lightning page layout is a process that optimizes a page layout for Lightning Experience by removing unsupported components, adding supported components, and rearranging components based on best practices. Running the Lightning page layout can help improve user experience and satisfaction but does not measure or improve user adoption directly. Enabling Debug Logs is not an action that the business analyst should take to address the concern of sales leadership about the limited adoption of Salesforce at Cloud Kicks. Enabling Debug Logs is a process that captures information about database operations, system processes, and errors that occur when executing a transaction or running unit tests. Enabling Debug Logs can help troubleshoot issues and errors but does not measure or improve user adoption directly.

  References: https://trailhead.salesforce.com/en/content/learn/modules/lightning-experience-rollout/lightning-experience-rollout-evaluate-readiness

• Question 145:

  The business analyst (BA) at universal Containers is grooming user stories to add to the next sprint The BA Is having difficulty understanding the level of testing that's necessary for a particular story involving an update to an Important trigger.

  What should the BA do to address the need for user acceptance testing (UAT)?

  A. Run all Apex tests using change set validation.
  B. Gather testing requirements from the stakeholder.
  C. Perform testing on all objects in the trigger.
  B. Gather testing requirements from the stakeholder.

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  Explanation

  The business analyst should gather testing requirements from the stakeholder to address the need for user acceptance testing (UAT) for a particular story involving an update to an important trigger. UAT is end-user testing performed in a sandbox or test environment to verify that a project or enhancement works as intended and what was originally requested is actually being delivered. The business analyst should gather testing requirements from the stakeholder to understand what scenarios or cases need to be tested, what data or inputs need to be used, what outputs or results need to be expected, and what criteria or metrics need to be measured. The business analyst should also document and communicate these testing requirements to the testers and developers involved in UAT. Running all Apex tests using change set validation is not an action that the business analyst should take to address the need for UAT for a particular story involving an update to an important trigger. Running all Apex tests using change set validation is a process that checks whether deploying a change set would succeed or fail in another org without actually deploying it. Running all Apex tests using change set validation helps ensure code quality and coverage but does not verify whether a project or enhancement meets user needs or expectations. Performing testing on all objects in the trigger is not an action that the business analyst should take to address the need for UAT for a particular story involving an update to an important trigger. Performing testing on all objects in the trigger is a process that checks whether the trigger works correctly and consistently for all objects that it affects. Performing testing on all objects in the trigger helps ensure functionality and performance but does not verify whether a project or enhancement meets user needs or expectations.

  References: https://trailhead.salesforce.com/en/content/learn/modules/user-acceptance-testing-video/learn-about-user-acceptance-testing

• Question 146:

  A sales manager at Universal Containers (UC) customized all of their list views on the Account object to include a new field. Although they have multiple list views. The sales manager prefers to keep the recently viewed list as their default list. When the manager realize they are unable to modify the recently viewed list, they reach out to UC's Salesforce team for help?

  What are the next steps the business analyst should take?

  A. Recommend that the user submit a ticket related to the field creation.
  B. Research AppExchange solution that offer customization options.
  C. Document the desired outcome and research the impact of making a change.
  C. Document the desired outcome and research the impact of making a change.

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  Explanation

  This answer states that documenting the desired outcome and researching the impact of making a change are the next steps that the BA should take after receiving feedback from UC's sales manager who customized all of their list views on the Account object to include a new field and realized they are unable to modify the recently viewed list. Documenting the desired outcome means that the BA records what the sales manager wants to achieve or accomplish by modifying the recently viewed list, such as filtering, sorting, or grouping by the new field. Researching the impact of making a change means that the BA investigates how modifying the recently viewed list would affect other aspects of UC's Salesforce environment, such as performance, security, usability, etc. Documenting the desired outcome and researching the impact of making a change are the next steps that the BA should take after receiving feedback from UC's sales manager because they help the BA to understand and validate the business need and expectation of the sales manager, and to evaluate and propose possible solutions or alternatives for modifying the recently viewed list.

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

• Question 147:

  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?

  A. Integrated Definition for Process Description Capture Method (IDEF3)
  B. Vision, Values, Methods, Obstacles, and Measures (V2MOM)
  C. Business Process Modeling Notation (BPMN)
  B. Vision, Values, Methods, Obstacles, and Measures (V2MOM)

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  Explanation

  The management process that the business analyst should suggest to help the teams align on their competing priorities is Vision, Values, Methods, Obstacles, and Measures (V2MOM). V2MOM is a framework that helps to define and communicate a shared vision and strategy for a project or organization. V2MOM stands for Vision (what you want to achieve), Values (what's important to you), Methods (how you will get it done), Obstacles (what might stand in your way), and Measures (how you will know when you're successful). V2MOM helps to align teams on their common goals and priorities, as well as track their progress and results.

  References: https://trailhead.salesforce.com/content/learn/modules/v2mom-align-your-vision-and-values/v2mom-introduction

• Question 148:

  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. Develop a process map as a base, work with stakeholders to understand the trigger point, and locate the stage.
  B. Identify the triggers, locate the stage, and add the standard due-diligence as a subprocess.
  C. Locate the stage, add the standard due-diligence as a subprocess, and set the trigger point.
  A. Develop a process map as a base, work with stakeholders to understand the trigger point, and locate the stage.

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  Explanation

  The best practice for identifying which stage in the sales process the industry standard due-diligence should be embedded is to develop a process map as a base, work with stakeholders to understand the trigger point, and locate the stage.

  This practice helps

  to:

  Develop a process map as a base: This provides a visual representation of the sales process, showing the steps, inputs, outputs, roles, and decisions involved in each stage. Work with stakeholders to understand the trigger point: This helps

  to elicit feedback and insights from the stakeholders who are familiar with or affected by the sales process, and identify when or why the industry standard due-diligence is needed or required.

  Locate the stage: This helps to determine where in the sales process the industry standard due-diligence should be embedded, based on the trigger point and the business logic.

  References:

  https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-process-mapping/create-a-process-map

• Question 149:

  Which of the salesforce app providers will be able to unlock a locked user with their phones?

  A. All of them.
  B. iOS (App Store)
  C. Only those that download the app from the App Exchange.
  D. Android (Google Play)
  A. All of them.

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  Explanation

  All of the salesforce app providers will be able to unlock a locked user with their phones. The Salesforce app is available for iOS (App Store), Android (Google Play), and Windows 10 devices, and it allows users to unlock themselves using biometric authentication or a verification code sent to their email or phone number.

  References: https://help.salesforce.com/s/articleView?id=sf.mobile_app_unlock.htmandtype=5

• Question 150:

  During a sprint review, a key stakeholder provides feedback on a new feature that is not working as expected. What should the business analyst (BA) do next?

  A. Log a bug and prioritize it for the next sprint
  B. Inform the development team immediately
  C. Update the sprint backlog without discussion
  D. Conduct a root cause analysis first
  A. Log a bug and prioritize it for the next sprint

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  Explanation