Salesforce Salesforce Business Analyst CERTIFIED-BUSINESS-ANALYST Questions & Answers

• Question 41:

  Universal Containers has asked a business analyst (BA) to create a process map indicating how it is using Marketing Cloud to manage its campaigns. In a process map that uses Universal Process Notation (UPN), the BA has marked each activity box with a resource.

  What does an activity box marked "C Customer' mean?

  A. The customer should be responsible.

  B. The customer should be informed.

  C. The customer should be consulted.

  Correct Answer: C

• Question 42:

  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):

  1.

  Case Creation

  2.

  Case Triage

  3.

  Case Assignment

  4.

  Case Management

  5.

  Case Closure

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

  A. Audiences, scope, inputs, outputs, and resources

  B. Cost, timeline, risks, requirements, and opportunities

  C. Case sources, types, volumes, priorities, and reasons

  Correct Answer: C

• Question 43:

  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?

  A. Enterprise Analysis

  B. Stakeholder Analysis

  C. Strategy Analysis

  Correct Answer: A

• Question 44:

  The technical team at Cloud Kicks is trying to deliver one of its Salesforce customizations. The business analyst (BA) has been asked to put assignments, test plans, decisions, and milestones in writing and share this document with stakeholders so there is less potential for confusion.

  Which tactical document should the BA use to capture features?

  A. Business analysis plan

  B. User Acceptance Test plan

  C. Release plan

  Correct Answer: C

• Question 45:

  The Cloud Kicks business analyst (BA) is frustrated because the requirements tracking spreadsheet is often incomplete or out-of-sync for the Slack transition project. The development team has recommended that the BA use a DevOps tool as an alternative.

  What are the benefits of using a DevOps tool in this situation?

  A. Tracks changes on a daily basis and provides a history of changes

  B. Tracks changes for the testing team and provides access to user stories

  C. Tracks changes in real time and provides a single source of truth

  Correct Answer: A

• Question 46:

  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?

  A. Gather requirements and analyze them.

  B. Obtain a change order from the customer.

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

  Correct Answer: A

• Question 47:

  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.

  Correct Answer: C

• Question 48:

  Northern Trail Outfitters (NTO) is working with an implementation partner to transform its customer support team with Service Cloud. A new business analyst (BA) who is a replacement from the partner was introduced to NTO stakeholders during the discovery phase of the project. The new BA is still getting to know each of the stakeholders when they start the requirements workshop. The BA asks a stakeholder a discovery question and they seem irritated.

  What should the BA do to build trust with the stakeholder as the project continues?

  A. Set up a casual meeting to create a personal connection with the stakeholder.

  B. Reset project expectations at the next meeting with the stakeholder.

  C. Ask an executive sponsor to address the stakeholder's concerns.

  Correct Answer: A

• Question 49:

  Universal Containers (UC) has low adoption rate of its Salesforce solution. UC has hired a new vendor to overhaul its documentation and train)ng process. needs a business analyst to facilitate this transition. Which of set if actions are the most effective business needs from stakeholders?

  A. send surveys to collect feedback; observe end 'Users; whiteboard incoming requests; and store communication In a centralized location.

  B. Mock up a design; build a prototype; demonstrate functionality to end users; and collect feedback for Changes.

  C. Use multiple forms of communication; build trust; show empathy; and get commitment for next

  Correct Answer: C

• Question 50:

  Universal Containers recently kicked off a project to build an Experience Cloud solution for partners. Partners need to upload their monthly sales reports to this account portal. Which option should the business analyst use as the functional requirement specification?

  A. Partners need to submit monthly sales reports.

  B. The portal should allow for partners to upload monthly sales reports.

  C. The portal should allow for partners to access monthly sales reports.

  Correct Answer: B