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

Salesforce CERTIFIED-BUSINESS-ANALYST Online Questions & Answers

• Question 51:

  Cloud Kicks is implementing cases to handle its growing volume of customer inquiries. The Business analyst (BA) on the implementation has 2 years of experience with Service Cloud. This is one of the user stories the BA wrote for the implementation:

  A customer service representative wants to use Salesforce Macros to update notes and change the case stats to close to reduce the time spent on each case.

  Which mistake did the BA make when writing this user story?

  A. The incorrect persona was used in the story.
  B. The story included feature-specific language.
  C. The story explained the value to the user.
  B. The story included feature-specific language.

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  Explanation

• Question 52:

  A project is in the user acceptance testing phase of a Sales Cloud implementation at Universal Containers. The business analyst (BA) is coordinating the test case execution and supporting the testers. One of the testers fails a test case because they were unable to see a custom field identified in the directions. The BA has reviewed the details of the failed test case and compared the expected outcome to the requirements.

  What should the BA do next?

  A. Assign the test case to another tester.
  B. Assign a bug to the development team.
  C. Attempt to reproduce the issue.
  C. Attempt to reproduce the issue.

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  Explanation

  The next thing that the business analyst should do after reviewing the details of the failed test case is to attempt to reproduce the issue. Reproducing an issue means following the same steps or actions that caused the issue to occur in order to verify its existence and severity. Reproducing an issue helps to confirm whether it is a real bug or a human error, as well as gather more information about its root cause, impact, frequency, etc. Reproducing an issue also helps to document it clearly and accurately for reporting and resolution purposes.

  References: https://trailhead.salesforce.com/content/learn/modules/user-acceptance-testing-video/report-and-resolve-issues

• Question 53:

  Universal Containers is implementing a Salesforce solution that's designed to transform its customer service division. During sprint planning, it was determined that the development team would be able to successfully deliver all remaining work items. However, due to unplanned delays, the development team is now at risk of being unable to complete the work items.

  

  The project manager has asked for the business analyst's (BA) help to prioritize the remaining work items. The development team has 16 hours of capacity remaining and is focused on launching a minimum viable product (MVP) of the

  customer service solution as soon as possible.

  Which work items should the BA prioritize with the remaining 16 hours of development capacity?

  A. US-4008 and US-4009
  B. US-4007 and US-4009
  C. US-4009 and US-4010
  B. US-4007 and US-4009

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  Explanation

  The business analyst should prioritize US-4007 and US-4009 because they are the most critical work items. US-4007 is the work item that will allow customers to submit support tickets, and US-4009 is the work item that will allow customer service representatives to view and respond to support tickets. These two work items are essential for the MVP to be functional. US-4008 is a less critical work item because it will allow customers to track the status of their support tickets. This work item is important, but it is not essential for the MVP to be functional. US-4010 is the least critical work item because it will allow customers to rate the quality of customer service. This work item is important, but it is not essential for the MVP to be functional. In conclusion, the business analyst should prioritize US-4007 and US-4009 because they are the most critical work items. These two work items are essential for the MVP to be functional.

• Question 54:

  From where can an Admin unlock a user?

  A. Setup > Locked Users > Unlock
  B. Users > Select user > Unlock
  C. Setup > Object Manager > Users > Select User > Unlock
  D. Users > Logins > Unlock Users
  B. Users > Select user > Unlock

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  Explanation

  An Admin can unlock a user from Users > Select user > Unlock. This is the standard way to unlock a user who has been locked out due to incorrect password attempts or other reasons. Setup > Locked Users > Unlock, Setup > Object Manager > Users > Select User > Unlock, and Users > Logins > Unlock Users are not valid ways to unlock a user in Salesforce.

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

• Question 55:

  The business analyst (BA) at Cloud Kicks is managing a project to build a recruiting app for the management and human resources (HR) teams. The HR director wants the app to help the team navigate the hiring process more efficiently. The BA designs a Stakeholder Wheel to better understand all of the people with an interest m the project.

  Which level of influence should the BA place the MR Director on the stakeholder wheel?

  A. The Sponsor
  B. The Enterprise
  C. The project
  C. The project

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  Explanation

  The level influence that business analyst should place HR Director stakeholder wheel project stakeholder wheel tool identifies understands needs expectations interests influence power stakeholders involved project stakeholder wheel has four levels influence sponsor project enterprise environment sponsor highest level influence project second highest level influence enterprise third highest level influence environment lowest level influence HR Director should placed project level influence stakeholder wheel HR Director makes decisions determines priorities requirements project HR Director also directly affected outcome project. The sponsor is not level influence that business analyst should place HR Director stakeholder wheel sponsor highest level influence stakeholder wheel sponsor provides funding resources support project sponsor also defines vision objectives success criteria project HR Director not sponsor project unless also provides funding resources support project. The enterprise is not level influence that business analyst should place HR Director stakeholder wheel enterprise third highest level influence stakeholder wheel enterprise includes internal individuals teams groups affected outcome project but not actively contribute project enterprise also includes policies procedures standards guidelines govern project HR Director not enterprise unless also affected outcome project but not actively contribute project.

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

• Question 56:

  An executive stakeholder at Northern Trail Outfitters (NTO) wants to explore automating NTO's Quote-to-Cash process and has asked the business analyst (BA) to pull together some high-level information on possible solutions.

  Which type of document should the BA present to the stakeholders?

  A. A capability map detailing the functionality of Salesforce and AppExchange Quote-to-Cash products
  B. A SIPOC (Support inputs, Process, Outputs, and Customers) map outlining the Quote-to-Cash process
  C. A business process map detailing the existing step-by-step Quote-to-Cash process
  A. A capability map detailing the functionality of Salesforce and AppExchange Quote-to-Cash products

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  Explanation

  This answer states that creating a capability map detailing the functionality of Salesforce and AppExchange Quote-to-Cash products is the type of document that the BA should present to the stakeholders who want to explore automating NTO's Quote-to-Cash process. A capability map is a diagram that shows what an organization does at a high level of abstraction, without going into details of how it does it. A capability map can help the BA to present to the stakeholders how Salesforce and AppExchange Quote-to-Cash products can support their business activities or functions related to generating quotes, contracts, orders, invoices, and payments. A capability map can also help the BA to align the potential solutions with the business goals and strategies of NTO.

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

• Question 57:

  Universal Containers is working with a business analyst (BA) to develop a solution to help the marketing department manage lead in Sales Cloud. The current solution meets the requirements, but the marketing team tells the BA they feel it is incomplete.

  What is important for the BA to consider when responding to the team's feedback?

  A. Acceptance criteria
  B. Product limitation
  C. Intent of both parties
  C. Intent of both parties

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  Explanation

  This answer states that intent of both parties is what is important for the BA to consider when responding to feedback from UC's marketing team who feels that their current solution for managing leads in Sales Cloud is incomplete. Intent of both parties means that what both UC's marketing team and UC's Salesforce team want to achieve or accomplish by implementing a solution for managing leads in Sales Cloud, such as increasing lead conversion rate, improving lead quality, enhancing lead tracking, etc. Intent of both parties is what is important for the BA to consider when responding to feedback from UC's marketing team because it helps the BA to align and communicate their goals and expectations, and to identify and resolve any gaps or issues between them.

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

• Question 58:

  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?

  A. journey Mapping
  B. Survey /Questionnaire
  C. Focus Groups
  A. journey Mapping

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  Explanation

  The elicitation technique that the business analyst should use to gather information about 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 is journey mapping. Journey mapping is a technique that creates a visual representation of a user's experience with a product or service over time. It can help the business analyst understand how a user interacts with a product or service across different touchpoints or stages, what pain points or obstacles they encounter, what emotions or feelings they have, etc. Survey/Questionnaire is an elicitation technique that collects quantitative or qualitative data from a large number of stakeholders using predefined questions or scales. It can help the business analyst measure stakeholder satisfaction, preferences, or feedback, but not capture the details or nuances of their experience.

• Question 59:

  Universal Containers (UC) uses a Salesforce org. UC is merging with a sister company that uses a different CRM. The incoming sales team is reluctant to change to a different process. The business analyst (BA) has been asked to help reach consensus and drive adoption.

  Which group is well positioned to help the BA secure alignment for the initiative?

  A. System admin and project manager
  B. Power users and top sales earners
  C. Executive sponsors and sales leadership
  B. Power users and top sales earners

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  Explanation

  This answer identifies executive sponsors and sales leadership as the group that is well positioned to help the BA secure alignment for the initiative. Executive sponsors and sales leadership are key stakeholders who have the authority, influence, and interest in the project. They can help the BA communicate the vision, benefits, and expectations of the new process, and address any resistance or concerns from the incoming sales team.

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

• Question 60:

  Universal Containers is transitioning to Slack as its internal communication tool and is ready to release.

  What is the final step that a business analyst should perform during the user acceptance testing process that would ensure a "go" decision?

  A. Complete development on bugs discovered during this phase.
  B. Get written sign-off from all business stakeholders.
  C. Conduct a final retrospective meeting with the project team.
  B. Get written sign-off from all business stakeholders.

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  Explanation

  The final step that a business analyst should perform during the user acceptance testing process that would ensure a "go" decision is to get written sign-off from all business stakeholders. Written sign-off means obtaining formal approval or confirmation from the business stakeholders that the system or solution meets their requirements or expectations and is ready to be released to production. Written sign-off helps to ensure a "go" decision by demonstrating that the system or solution has passed all the tests or validations, as well as resolving any issues or risks that may prevent the release. Written sign-off also helps to document and communicate the completion and acceptance of the user acceptance testing process.

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