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

Salesforce CERTIFIED-BUSINESS-ANALYST Online Questions & Answers

• Question 181:

  Northern Trail Outfitters wants to reduce the amount of time it takes for customers to receive their orders after making an online purchase.

  Which initial steps should the business analyst take to help determine why the order management and fulfillment process is slow?

  A. Work with stakeholders to identify relevant processes, select a key process with defined start and end points, and collaborate with process owners and users to create a current state process map.
  B. Conduct interviews with stakeholders in the order management and fulfillment departments to identify individual pain points and brainstorm process improvement solutions.
  C. Create a process map that includes detailed steps related to order management and fulfillment, analyze the process map for inefficiencies, and present findings to leadership.
  A. Work with stakeholders to identify relevant processes, select a key process with defined start and end points, and collaborate with process owners and users to create a current state process map.

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  Explanation

  The initial steps that the business analyst should take to help determine why the order management and fulfillment process is slow are:

  Work with stakeholders to identify relevant processes, such as order placement, order confirmation, order processing, order shipping, order tracking, etc. Select a key process with defined start and end points, such as order processing, which

  involves verifying customer information, checking inventory availability, allocating products, generating invoices, etc.

  Collaborate with process owners and users to create a current state process map, which shows how the order processing process is currently performed in Salesforce, what steps or activities are involved, what inputs or outputs are used or

  produced, what decisions are made, what roles or systems are interacted with, etc.

  These steps help 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.

  References: https://trailhead.salesforce.com/

  content/learn/modules/salesforce-business-analyst-certification-prep/business-process-mapping

• Question 182:

  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. 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.
  B. 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.
  C. 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.
  C. 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.

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  Explanation

  The best way for a business analyst to gain the end users' cooperation is to 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. This will help them understand their needs and expectations, demonstrate value and benefits, and facilitate communication and feedback. Responding to end users with empathy and accommodate their needs; translating the end users' needs into technical requirements; and delivering the project to the developers to implement the solution may be too reactive or passive without addressing the root causes of resistance or ensuring alignment. Using an assertive influencing style; demonstrating authority and expertise; outlining the project objectives; and making sure end users know that the decision has been made and the time to make changes has passed may be too aggressive or authoritative without building trust or rapport.

  References: https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/collaboration-with-stakeholders

• Question 183:

  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 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.
  B. 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.
  C. 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.
  A. 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.

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  Explanation

  This answer describes how process mapping can help the BA get started on this project of analyzing and breaking down CK's typical sales cycle. Process mapping is a technique that involves creating a visual representation of a business process, showing its inputs, outputs, steps, actions, decisions, roles, and dependencies. Process mapping can help the BA communicate and understand how a process works in its current state, and identify areas for improvement or optimization.

  References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-process-mapping-to-understand-your-business

• Question 184:

  Which method should a business analyst use to show current state business flows in Salesforce?

  A. Universal Process Notation
  B. Entity Relationship Diagramming
  C. Storyboarding
  A. Universal Process Notation

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  Explanation

  Universal Process Notation (UPN) is a method to show current state business flows in Salesforce. UPN is a process modeling technique that shows the flow of activities and decisions using simple symbols and plain language. It can help document existing processes in a clear and concise way that can be easily understood by anyone involved in the project. Entity Relationship Diagramming (ERD) is not a method to show current state business flows in Salesforce. ERD is a data modeling technique that shows the relationships among entities using symbols and attributes. It can help design database schemas or data structures for an application. Storyboarding is not a method to show current state business flows in Salesforce. Storyboarding is a technique to help stakeholders visualize how a solution will work by creating sketches or mockups of the user interface and interactions. It can help elicit feedback and validate requirements for a proposed solution.

  References: 1 https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-certification-prep/business-process-mapping

• Question 185:

  During the requirements analysis phase, the BA identifies challenges faced by the customer service team in handling returns. Which analysis technique is most appropriate to identify and document these challenges?

  A. SWOT Analysis
  B. Stakeholder Analysis
  C. Root Cause Analysis (RCA)
  D. Data Flow Diagram (DFD)
  C. Root Cause Analysis (RCA)

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  Explanation

• Question 186:

  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?

  A. Create a SWOT (Strength, Weakness, Opportunity, Threat) analysis to understand why development and testing took more time.
  B. Move the deployment date out so the teams have more time to work.
  C. Review the user stories to ensure they are small, testable, and valuable.
  C. Review the user stories to ensure they are small, testable, and valuable.

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  Explanation

  The next step that the business analyst should take is to review the user stories to ensure they are small, testable, and valuable. User stories are statements that capture a requirement or feature from an end user's perspective. They should be small enough to be completed within a sprint, testable enough to be verified by acceptance criteria, and valuable enough to deliver benefits or outcomes for end users. Reviewing user stories can help UC understand why development and testing took more time than expected, and how to improve them for future sprints.Creating a SWOT (Strengths, Weaknesses, Opportunities, Threats) analysis to understand why development and testing took more time is not a good next step because it is a strategic tool that evaluates the internal and external factors affecting a project or initiative, not a tactical tool that evaluates the quality or effectiveness of user stories. Moving the deployment date out so the teams have more time to work is not a good next step because it does not address the root cause of why development and testing took more time, and it may affect the project scope or budget.

  References: https://trailhead.salesforce.com/content/learn/ modules/salesforce-business-analyst-certification-prep/user-stories https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/user-acceptance

• Question 187:

  Cloud Kicks has an existing implementation of Salesforce. A business analyst (BA) wants to understand details about the Salesforce environment:

  1.Custom apps

  2.Active Salesforce Sites

  3.Active flows

  4.Custom tabs

  5.Visualforce pages

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

  A. Review configuration settings.
  B. Conduct stakeholder interviews.
  C. Read business process documentation
  A. Review configuration settings.

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  Explanation

  The path that the business analyst should take to find information about custom apps, active Salesforce Sites, active flows, custom tabs, and Visualforce pages is to review configuration settings. Configuration settings are options or preferences that can be customized or modified in Setup. They can help the business analyst understand how Salesforce was implemented and what features or components were enabled or disabled. Custom apps, active Salesforce Sites, active flows, custom tabs, and Visualforce pages are examples of configuration settings that can be accessed or changed in Setup.Conducting stakeholder interviews may be a useful way to gather information about business needs, expectations, or feedback, but not about technical details or configuration settings. Reading business process documentation may be a useful way to understand how a business process works or flows, but not about technical details or configuration settings.

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

• Question 188:

  A business analyst (BA) uncovered a number of issues communicated by stakeholders in a Sales Cloud discovery session.

  Which issue should concern the BA most?

  A. The previous implementation partner neglected to do a knowledge transfer of the final solution.
  B. The support organization still needs to be trained on how to use Sales Cloud.
  C. The system admins note a fair amount of technical debt without having the time or expertise to address it.
  C. The system admins note a fair amount of technical debt without having the time or expertise to address it.

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  Explanation

  The issue that should concern the business analyst most is that the system admins note a fair amount of technical debt without having the time or expertise to address it. Technical debt is the accumulated cost or consequence of suboptimal design, development, or maintenance decisions on a software system. Technical debt can negatively affect the performance, security, usability, and maintainability of a software system, as well as increase the complexity and risk of future changes or enhancements. Technical debt can also reduce user satisfaction and adoption, as well as business value and return on investment. Therefore, the business analyst should be concerned about the technical debt in the Sales Cloud implementation and work with the system admins and other stakeholders to identify, prioritize, and resolve it.

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

• Question 189:

  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?

  A. Refer to the Responsible, Accountable, Consulted, informed (RACI) chart to determine who is accountable.
  B. Focus on the inputs and outcomes of the current process
  C. Brainstorm ideas to make the process more efficient.
  B. Focus on the inputs and outcomes of the current process

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  Explanation

  This answer suggests focusing on the inputs and outcomes of the current process as a recommendation that the BA should make to help the stakeholders reach agreement about the process after creating a business process map of the existing process for streamlining a complex business process at Universal Containers. Inputs are the resources or information that are needed to start or perform a process. Outcomes are the results or outputs that are produced or delivered by a process. Focusing on the inputs and outcomes of the current process can help the BA to identify and align what is required and expected from each stakeholder involved in the process, and to resolve any discrepancies or conflicts among them.

  References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-process-mapping-to-understand-your-business

• Question 190:

  Which element of the storytelling process for UX is described here: "A hurdle that makes it difficult for your heroes to succeed on their journeys."

  A. Challenge
  B. Monster
  C. Victory
  D. Helper
  A. Challenge

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  Explanation

  A challenge is an element of the storytelling process for UX that describes a hurdle that makes it difficult for your heroes to succeed on their journeys. A monster is an element of the storytelling process for UX that describes a person or thing that causes problems for your heroes. A victory is an element of the storytelling process for UX that describes a successful outcome for your heroes. A helper is an element of the storytelling process for UX that describes a person or thing that assists your heroes along their journeys.

  References: https://trailhead.salesforce.com/content/learn/modules/ux-design-fundamentals/understand-the-storytelling-process