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

Salesforce CERTIFIED-BUSINESS-ANALYST Online Questions & Answers

• Question 61:

  The lead business analyst (BA) at Cloud Kicks is putting together user Stories for the new sales process that will be implemented in Sales Cloud. The lead BA is advising junior BAS on how to construct a user story.

  What should the lead BA tell the junior BAs to include in a user story?

  A. Include the V2MOM structure
  B. Include who, What, and why
  C. Include technical details
  B. Include who, What, and why

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  Explanation

  The lead BA should tell the junior BAs to include who, what, and why in a user story. Who, what, and why are the essential elements of a user story that define who is requesting a feature or functionality (the user or persona), what they want to achieve or accomplish (the goal or value), and why they want it (the reason or benefit). A user story should include who, what, and why because it helps to: Clarify the scope, functionality, and quality of the user story Provide a basis for testing and validating the work done Ensure that it meets the user's needs and expectations The other options are either incorrect or irrelevant. Option A is incorrect because V2MOM is a structure that defines an organization's vision, values, methods, obstacles, and measures, not a user story. Option C is incorrect because technical details are not part of a user story, but rather part of acceptance criteria or design specifications.

  References: https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-user-stories/write-user-stories

• Question 62:

  Universal Containers (UC) has several teams working on a new application in Salesforce. Unfortunately, during the release process, it was discovered that the teams had overwritten each other's changes. What should JC use to prevent this from happening in the future?

  A. Code review sessions
  B. Version control system
  C. Change set deployments
  B. Version control system

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  Explanation

  The tool that Universal Containers should use to prevent teams from overwriting each other's changes in the future is a version control system. A version control system is a tool that tracks and manages changes to code or configuration in a software project or enhancement. A version control system helps to prevent teams from overwriting each other's changes by allowing them to create and work on separate branches or copies of the code or configuration, merge their changes with the main branch or copy when they are ready, and resolve any conflicts or errors that may occur during the merge. A version control system also helps to maintain a history of changes, backup and restore previous versions, and collaborate and communicate with other team members.

  References: https://trailhead.salesforce.com/content/learn/modules/git-and-git-hub-basics/work-with-the-git-hub-workflow

• Question 63:

  A new business analyst (BA) wants to follow the correct order of phases in the implementation lifecycle on a Salesforce project.

  How should the BA approach the project?

  A. Analyze, build, operate, deliver
  B. Analyze, build, deliver, operate
  C. Analyze, operate, build, deliver
  B. Analyze, build, deliver, operate

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  Explanation

  The correct order of phases in the implementation lifecycle on a Salesforce project is analyze, build, deliver, operate. In the analyze phase, the business analyst elicits requirements, maps business processes, and creates user stories. In the build phase, the development team configures and customizes Salesforce based on the user stories. In the deliver phase, the solution is tested, validated, and deployed to production. In the operate phase, the solution is monitored, maintained, and improved based on feedback and metrics.

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

• Question 64:

  A business analyst (BA) at Northern Trail Outfitters (NTO) is assigned to a project to help revamp n process. The current process used by the sales team is different than the process outlined in NTO's documentation.

  Which step should the BA take first?

  A. Create an Entity Relationship Diagram (ERD) of the current state.
  B. Meet with stakeholders as a group to capture future requirements.
  C. Meet with stakeholders as a group to understand the current state.
  A. Create an Entity Relationship Diagram (ERD) of the current state.

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  Explanation

  This answer states that meeting with stakeholders as a group to understand the current state is the first step that the BA should take for revamping an existing process used by the sales team at NTO. Stakeholders are the people who have a significant interest or influence in the project outcome, such as the sales team, the sales manager, the customers, etc. Meeting with stakeholders as a group means that the BA facilitates a discussion or a workshop with the stakeholders to elicit their needs, expectations, pain points, and opportunities related to the existing process. Understanding the current state means that the BA analyzes and documents how the existing process works or does not work, what are its inputs, outputs, steps, decisions, roles, etc. Meeting with stakeholders as a group to understand the current state is the first step that the BA should take for revamping an existing process because it helps the BA to establish a baseline or a reference point for identifying and validating the gaps or issues in the existing process, and for designing and proposing improvements or solutions for the future state.

• Question 65:

  A business analyst (BA) is preparing for user acceptance testing for case management scenarios in Service Cloud.

  What should the BA do to help prevent gaps from being discovered after go live?

  A. Focus more on happy path testing and less on edge case testing.
  B. Write test scripts that reflect real life and cover the requirements.
  C. Streamline testing by limiting the number of testers involved.
  B. Write test scripts that reflect real life and cover the requirements.

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  Explanation

  The business analyst should write test scripts that reflect real life and cover the requirements to help prevent gaps from being discovered after go live. Test scripts are step-by-step instructions on how to execute a test scenario on a specific user or level of access using expected inputs and outputs. Test scripts should reflect real life situations that users may encounter when using the solution in production, such as creating cases, updating records, generating reports, etc. Test scripts should also cover all the requirements that were defined for the project or enhancement, as well as any exceptions or variations that may occur. Writing test scripts that reflect real life and cover the requirements can help ensure that the solution works as intended and meets stakeholder needs.

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

• Question 66:

  Northern Trail Outfitters (NTO) wants to address a recent group of complaints it received from the service team The NTO Salesforce team was alerted Chat the current routing process is preventing cases from reacting the correct service team without manual intervention.

  Which action should the business analyst take to best understand and document the and recommend a future state?

  A. Organize a brainstorming session with service team leadership.
  B. Engage in a live process modeling exercise with the service team.
  C. Review individual surveys and questionnaires from the service team.
  B. Engage in a live process modeling exercise with the service team.

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  Explanation

  This answer states that engaging in a live process modeling exercise with the service team is what the BA should do to best understand and document the current state and recommend a future state for addressing a recent group of complaints from UC's service team about automated case assignments in Service Cloud. A live process modeling exercise is an activity where the BA works with the service team members to create and validate a visual representation of how they perform their tasks or activities related to case assignments in Service Cloud. A live process modeling exercise can help the BA to best understand and document the current state by capturing and verifying the inputs, outputs, steps, decisions, roles, etc. of case assignments in Service Cloud from different perspectives and sources of information. A live process modeling exercise can also help the BA to recommend a future state by identifying and prioritizing the gaps or issues in case assignments in Service Cloud, and by proposing and evaluating possible improvements or solutions for them.

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

• Question 67:

  A sales manager express frustration that the sales team is failing to enter calls in salesforce. The manager is hoping to resolve the issue quickly and has limited time and budget to complete revamp existing tools and process, the sales manager reaches out to the business analyst (BA) for recommendation.

  What should the BA do next?

  A. Engage a developer to scope a custom solution.
  B. Research third-party apps on the AppExchange.
  C. Export a weekly report of user activity.
  B. Research third-party apps on the AppExchange.

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  Explanation

  This answer suggests researching third-party apps on the AppExchange as the next thing that the BA should do after a sales manager expresses frustration that the sales team is failing to enter calls in Salesforce, and hopes to resolve the issue quickly and has limited time and budget to complete revamp existing tools and process. The AppExchange is an online marketplace where customers can find, try, buy, and install apps that extend the functionality of Salesforce. Researching third-party apps on the AppExchange can help the BA to find a possible solution that can address the issue of entering calls in Salesforce without requiring a lot of time, budget, or customization. Researching third-party apps on the AppExchange can also help the BA to compare different features, prices, ratings, and reviews of various apps that can meet the sales manager's needs and expectations.

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

• Question 68:

  Cloud Kicks wants to improve its lead conversion process. The business analyst (BA) decides to create a process map to understand the current state. What is the primary benefit of using a process map in this context?

  A. To define technical specifications
  B. To visualize and identify bottlenecks in the process
  C. To document user stories
  D. To develop test cases
  B. To visualize and identify bottlenecks in the process

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  Explanation

• Question 69:

  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.
  C. The customer should be consulted.

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  Explanation

  This answer explains that an activity box marked "C Customer" means that the customer should be consulted. In a process map that uses Universal Process Notation (UPN), an activity box is a symbol that represents a task or an action that is performed in a business process. An activity box can be marked with a letter to indicate the role or the resource that is responsible for performing the task or action. The letter C stands for consult, which means that the resource should be asked for input or advice before or during the task or action.

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

• Question 70:

  A business analyst (BA) conducted a group workshop with stakeholders to understand and document in-scope business processes. The BA feels there are gaps between process steps.

  What should the BA do to close the gaps or confirm the process steps?

  A. Conduct elimination with stakeholders regarding their parts of the process.
  B. Review the documentation to ensure that information gathered about the process is correct.
  C. Using strategy analysis, define models of how gaps in the business process can be resolved.
  C. Using strategy analysis, define models of how gaps in the business process can be resolved.

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  Explanation

  This answer states that conducting elicitation with stakeholders regarding their parts of the process is what the BA should do to close the gaps or confirm the process steps after conducting a group workshop with stakeholders to understand and document in-scope business processes. Elicitation is a technique that involves asking questions, gathering information, or observing behaviors to understand the needs, expectations, and goals of the stakeholders or users. Conducting elicitation with stakeholders can help the BA to clarify any ambiguities, resolve any conflicts, verify any assumptions, and validate any information regarding their parts of the process.

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