Salesforce Certified-Business-Analyst Exam Dumps

Salesforce Certified-Business-Analyst Sample Question Answers

Question # 1

The project manager for Universal Container tells the business analyst (BA) that the developers on the team are having trouble understanding what to build because the acceptance criteria for the Sales Cloud user stories are confusing. How should the BA respond to the feedback effectively?

A. Recommend additional training resources. 
B. Ask for specific examples to review. 
C. Confirm that best practices are being followed. 

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Question # 2

After stakeholders formally signed off on requirements, the business analyst (BA) received numerous emails requesting changes to Salesforce during uses acceptance testing (UAT). The BA quickly became overwhelmed by the requests and needs a way to organize and peritonitis them. What should the BA use to help them organize these requests? 

A. Change request log 
B. Scope statement specification 
C. Gap analysis document 

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Question # 3

Universal Containers is in the discovery phase of a new Service Cloud project. The lead business analyst (BA) review user stories written by junior Bas. The lead BA discovers these user stories are missing details, as how case routing should work. The lead BA asks the junior Bas to make revisions based on the intended audience for the user stories. 

A. End user and development team 
B. Development and QA teams 
C. Business user and QA team 

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Question # 4

Cloud Kicks leadership wants to improve the new customer onboarding experience. There are a number of complex handoffs between teams. Service managers have been tasked with working with the operating team to improve the handoff between salesforce and internal systems. The business (BA) wants to break down the onboarding processing and sub-processes into simpler steps. What should the BA create to engage stakeholders?

A. Value Stream Map 
B. Universal Process Notation 
C. Capability Model 

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Question # 5

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 

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Question # 6

The Business analyst (BA) at Universal Container wants to improve the case process in Salesforce after feedback customer abut resolution time. The BA tacks the user story, request details, and configuration changes in a repository. What is a benefit of tracking user stories in this way?

A. Multiple project team members can make and view revisions. 
B. It links all changes to Salesforce metadata. 
C. The development team can work parallel on the same requirement. 

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Question # 7

Universal Container wants to implement a solution to help it track and analyze its carbon emission in an effort to meet its new initiatives. The CEO has reached out to the product development team for assistance. The business analyst (BA) has begun exploring potential solutions based on the requirements. What should the BA do first?

A. Investigate building a custom app. 
B. Use CRM Anal Analyst actionable insights. 
C. Review relevant apps on the AppExchange

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Question # 8

The Salesforce project team at Universal Containers is reviewing a backlog of user stories to add to an sprint. The team is unsure of which story to begin working on. What should the business analyst do to help with prioritization?

A. Verify acceptance criteria. 
B. Identify dependent components. 
C. Delete the definition of done 

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Question # 9

Universal Containers is integrating its enterprise resource planning (ERP) with Salesforce to gain inventory visibility for the sales team. One of the user stories for this project is: ‘’As a sales rep, I want to be able to find containers dose to my customer so I can tell them which products they can receive quicklyWhich acceptance criteria is most appropriate for this story?

A. Sales rep can see the inventory closest to a customer with a quick action. 
B. As a sales rep, I see the Inventory closest to a customer.
 C. Sales rep can see the inventory closest to a customer 

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Question # 10

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 

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Question # 11

The business analyst (BA) At universal Containers is writing user stories for its Salesforce Field Service implementation. What should the BA evaluate to understand the understand the risk level of the user stories? 

A. Scope, resource, and documentation impact
 B. Team, budget, and timeline impact 
C. Technical, operational, and regulatory impact

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Question # 12

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

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Question # 13

During a discovery session with several stakeholders from universal Container (UC) services team, the business analyst (BA) learned that UC recently implemented as Experience Site that allows customers to view Knowledge article and submit cases. The stakeholders have asked for suggestions to determine if the current solution is adding value to the business. What should the BA recommend?

A. Review the services team’s goal’ initiatives, strategies, and obstacles. 
B. Review the Einstein Article Recommendations feature in the services team’s org. 
C. Review user stories on the services team’s development backlog. 

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Question # 14

Northern Tail Outfitters has fixed a business analyst (BA to help revamp the order management process. During the backlog regiment session, the BA discovers the few user satires are no longer needed. What should the BA do next?

A. Cancel these user stones and remove them from the backlog. 
B. Move these user stones to the button of the backlog. 
C. Review these user stones in the backlog at the next sprint retrospective. 

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Question # 15

Northern Trail Outfitters follows an Agile methodology for its Marketing Cloud projects. The project team creates several types of documents. Which document should a business analyst use to. capture the software and behavioral requirements of the application?

A. Scope statement specification 
B. Functional requirements specification 
C. System requirements specification

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Question # 16

A business analyst (BA) at Cloud Kicks has been tasked with preparing for requirements gathering workshops .. an upcoming Sales Cloud implementation. Which documentation is mast beneficial for the BA to define the scope of the project? 

A. Detailed Process Map 
B. Value Stream Map 
C. Suppliers. Inputs, Process, Outputs, Customers (SIPOC) Map 

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Question # 17

The business analyst (BA) is preparing for the initial requirements gathering workshops with Cloud Kicks on a new Sales Cloud project. The BA has identified the stakeholders, reviewed the project scope, and scheduled each workshop. Which key steps should the BA take next?

A. Identify persona, document the current state, and purpose the future state. 
B. Document the current state, offer a survey to stakeholder, and propose the future state.
 C. Document the current state, email it to attendees with an agenda, and propose the future state. 

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Question # 18

The business analyst (BA) at Universal Containers is also its primary system admin. The BA knows that version is mandatory when it comes to releasing. What is the most efficient process for the BA to track the changes they are committing?

A. Agile planning 
B. DevOps 
C. Metadata backups 

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Question # 19

The business analyst at Northern Trail Outfitters receives a requirement from the CRM manager to have visibility into their team's queues to monitor open cases. Which user story meets this requirement?

A. As a CRM manager, I need a record-triggered flow to view my team's work queues so 1 can monitor their open tickets. 
B. As a CRM manager, I need to see my team’s work queues so I can monitor their open tickets. 
C. As a user, I need to see case queue to monitor my team's work. 

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Question # 20

The business analysis (BA) at Northern Trail Outfitters is assigned to a project to help revamp its Experience Cloud implementation. When assessing the existing process, which type of diagram should the BA use to identify waste within and between processes?

A. Suppliers, Inputs, Process, Outputs, Customers (SIPOC) Map 
B. Detailed Process Map 
C. Value Stream Map 

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Question # 21

Northern Trail Outfitter is eliciting feedback from a small number of key stakeholders within the organization for improvements to the current opportunity pipeline process. One of the stakeholders has a tendency to dominate the conversation which takes the group off topic and interfaces with meeting the objective. How should the business analyst collaborate with the key stakeholder's?

A. Conduct individual interviews to gather input. 
B. Conduct a group brainstorming session to generate ideas. 
C. Conduct a focus group to identify pain points. 

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Question # 22

Cloud Kicks will launch a new customer experience portal. During discussions with the VP of customer service, a business analyst (BA) recorded the following: • All logins must use multi-factor authentication (MFA). • Portal pages should load within 2 seconds. How should the BA document the items?

A. functional requirement 
B. Non-functional requirement 
C. User story 

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Question # 23

A business analyst (BA) discovers that universal Containers automated case assignments in Service Cloud. UC uses case assignment rules to route cases to predefined team. The UC leadership team wants to improve how cases are routed. What should the BA recommend to help the resolve a common obstacle?

A. Minimize case escalations to reduce time to resolution. 
B. Migrate from case assignment riles to Omni-Channel. 
C. Document the current case assignment process.

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Question # 24

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. 

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Question # 25

A business analyst (BA) at Northern Trail Outfitters is assigned to a project to help revamp the case management process. The BA has gathered requirements and finished the first draft of user stories. What should the BA use to assess the quality of a user story?

A. INVEST checklist 
B. Numerical framework 
C. Gap analysis document 

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Question # 26

Northern Trail Outfitters is undergoing a Service Cloud implementation and has decided to use the Scrum methodology for the implementation. A business analyst (BA) received an urgent, high-priority change request m the middle of a sprint. Which step should the BA take next?

A. Add the change request to the backlog to be prioritized for the next sprint. 
B. De-prioritize some user stones and add the change request to the current sprint. 
C. Begin working on the change request as soon as the team has capacity. 

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Question # 27

A new employee at Universal Containers just sent the business analyst (BA) a Slack message with an named User3tories_v37_final_final_final.docx. Which best practice should the 6A train the employee on fir

A. Use standard naming conventions. 
B. Use acceptance criteria to define success. 
C. Use a version control repository. 

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Question # 28

Cloud Kicks (CK) faces challenges with accurate reporting and metrics to use when CK schedules service agent shifts. The VP of service is unsure how the challenges can be solved in Salesforce. Which analysis should a business analyst perform?

A. Strategy Analysis 
B. Stakeholder Analysis 
C. Enterprise Analyst 

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Question # 29

Which Information should the BA gather during the initial discovery meeting?

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

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