Question # 4

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.

Question # 5
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.

Question # 6
Cloud Kicks (CK) wants to Improve the current business process for moving orders
from the warehouse to the customer as part of a Commerce Cloud Implementation. The
business analyst would like to gather more Information to create the future state
process.

Who is the most appropriate subject matter expert (SME) to confirm the current
business process and elicit deeper understanding of CK's goals, opportunities, and
pain points?

A.
Sales manager

B.
Chief financial officer

C.
Supply chain manager

Question # 7
Universal Containers wants to build a simple activity capture process for leads.
One of the objectives is to minimize technical debt and inherit new features of the
Salesforce Platform in future releases.

What should the business analyst recommend to meet the requirements'

A.
Standard object for activity capture, screen Flow user interface

B.
Standard object for activity capture, custom Lightning Web Component user interface

C.
Custom object for activity capture, custom Lightning web component user interface

Question # 8
The business analyst (BA) on the Salesforce development team at Northern Trail
Outfitters is leading a requirements elicitation workshop about the process for
onboarding new wholesale partners. While whiteboarding the process, one stakeholder
continuously interrupts and points out inefficiencies with invoicing and delivery
processes.

What should the BA do to prevent the session from being derailed?

A.
Shift the conversation from onboarding to the stakeholder's concerns.

B.
Ask the stakeholder to focus on the onboarding process.

C.
Add the stakeholder's concerns to a "parking lot" for further discussion.

Question # 9
The business analyst (BA) at Northern Trail Outfitters is getting ready to kick off
a new Service Cloud project with the retail division to turn on the Web-to-Case
functionality. The BA wants to better understand business processes so they can
accurately scope the project.

Which type of documentation should the BA utilize?

A.
Current state analysis

B.
Object models

C.
Use cases

Question # 10
New interns at Universal Containers have been tasked with following a new process
to import leads from a spreadsheet into Salesforce. A business analyst is mapping
the process to document the overall lead creation process.

What should the process map look like?

A.
A very detailed process map that is unambiguous and version controlled

B.
A somewhat detailed process map that is easy to remember and self- explanatory

C.
A simple process map that is high-level and covers key aspects

Question # 11
The Sen/ice Center at Universal Containers (UC) uses Service Cloud and Experience
Cloud to manage its customer case lifecycle. UC wants to limit the number of
interactions a customer has during the lifecycle. The project leader has asked the
business analyst (BA) to visually illustrate the lifecycle.

Which document should the BA create?

A.
Journey Map

B.
Heat Map

C.
Process Map

Question # 12
The business analyst at Universal Containers is writing users stories to support
the Salesforce implementation for the sales operations division.

There is a request for visibility into sales rep’ pipeline so that can see their
revenue.

Which missing component is necessary to finish this user story?

A.
Who

B.
Why

C.
When

Question # 13
Northern Trail Outfitters (NTO) wants to leverage the power of Sales Cloud to
implement its lead to cash process. A business analyst (BA) is tasked with
understanding NTO's current processes, identifying areas of improvement, and
communicating it effectively to stakeholders.

What should the BA use to accomplish the goal?

A.
Business analysis plan

B.
Process mapping
C.
Change management

Question # 14
Universal Containers wants to integrate its Salesforce org with the largest online
professional network so its sales reps can view information directly on Salesforce
records. The business analyst will write acceptance criteria for this scenario.

What is an example of good acceptance criteria?

A.
A sales rep can view current information directly in the Lead and Contact records.

B.
A sales rep needs to have the CRM widget installed in the Lead and Contact Record
Page Layout.

C.
Install a CRM widget to allow sales reps to view information in the Lead and
Contact records.

Question # 15
Cloud Kicks (CK) has expressed concerns about the distribution process for a new
line of shoes, because the company consistently misses its targeted delivery dates.
CK asks the business analyst (BA) to uncover the issue and propose a business
solution.

What should the BA do next?

A.
Review future state distribution processes for CK.

B.
Explore how retailers similar to CK handle distribution.

C.
Shadow an operations team member at the CK distribution facility.

Answer:
Explanation:
Explanation:
This answer suggests shadowing as the next step for the BA to uncover the issue and
propose a business solution for CK’s distribution challenge. Shadowing is a
technique where the BA observes how a user performs their tasks in their natural
environment. Shadowing helps to gain insights into the user’s workflow,
challenges, pain points, and opportunities for improvement. References:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-
analyst-quick-look/use-shadowing-to-understand-your-users

Question # 16
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

Question # 17
The delivery team at Cloud Kicks has Just conducted a successful sprint demo
showcasing a new sales dashboard. However, the marketing team Is unhappy because
the new lead automation they requested was missing from the deliverables and an
Important new marketing campaign is starting the next day.

What did the business analyst fall to do during sprint planning'?

A.
Prioritize the sprint backlog with stakeholders

B.
Calculate the sprint capacity correctly

C.
Create a burndown list of sprint tasks

Question # 18
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.

Question # 19
The Salesforce development team is strictly following scrum to govern its releases.
An executive trying to plan a vacation wants to know when work on the feature will
begin so they can be available for additional implementation questions. After
consulting with the product owner, the business analyst (BA) learns the team has
decided to adopt Kanban instead for all future releases.

What should the BA tell the executive?

A.
Work will begin after executive approval is given.

B.
Work will begin in the next sprint.

C.
Work will begin when capacity becomes available

Question # 20
In which of the following app markets CANT the Salesforce App be found?

A.
Google Play

B.
AppExchange

C.
App Store

Question # 21
The business analyst (0A) at Universal Containers has met with stakeholders and is
using the waterfall methodology to capture requirements for Sales Cloud
enhancements for a future product release.

What is the next step for the BA to take before build can begin?

A.
Define the minimal viable product.

B.
Get approval and signoff on the requirements.

C.
Schedule sprint planning meetings.

Answer:
Explanation:
Explanation:
This answer states that getting approval and signoff on the requirements is the
next step for the BA to take before build can begin. Approval and signoff on the
requirements means that the stakeholders agree that the requirements are accurate,
complete, and feasible, and that they authorize the development team to start
building the solution. Approval and signoff on the requirements helps to avoid
scope creep, rework, and miscommunication. References:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-
analyst-certification-prep/prepare-for-the-salesforce-business-analyst-
certification-exam

Question # 22
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

Question # 23
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

Question # 24
After the first round of user acceptance testing for a Sales Cloud project, the
business analyst discovered that a high number of test cases failed.

What is a possible reason why the test cases failed?

A.
Missing test org access details

B.
Missing test result details

C.
Missing test script details

Question # 25
Northern Trail Outfitters has a large Salesforce org with sales, marketing, and
billing teams pushing for the development of a large number of items in the
backlog.

Which management process should the business analyst suggest to help the teams
align on their competing priorities?

A.
Integrated Definition for Process Description Capture Method (IDEF3)

B.
Vision, Values, Methods, Obstacles, and Measures (V2MOM)

C.
Business Process Modeling Notation (BPMN)