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Salesforce Certified Business Analyst Practice Test - Questions Answers, Page 15

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Question 141

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Which step should a business analyst take to establish credibility and covert empathy with stakeholders during discovery sessions for a new Experience site?

Describe work with other companies that has solved similar problem.
Describe work with other companies that has solved similar problem.
Ensure the workshop schedule consider tome zone and language differences.
Ensure the workshop schedule consider tome zone and language differences.
Reiterate the project objectives and the KPIs that will be tracked.
Reiterate the project objectives and the KPIs that will be tracked.
Suggested answer: C

Explanation:

The best practice for establishing credibility and conveying empathy with stakeholders during discovery sessions is to ensure the workshop schedule considers time zone and language differences. This shows respect and sensitivity to the stakeholders' preferences and needs, and helps to avoid potential misunderstandings or conflicts. It also helps to build rapport and trust with the stakeholders, and encourages their participation and engagement. The other options are either irrelevant or ineffective. Option A does not address the stakeholders' needs or expectations, and may come across as boastful or arrogant. Option C does not convey empathy or understanding, and may be too repetitive or boring.

Reference: https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-discovery/plan-and-facilitate-discovery-sessions

asked 23/09/2024
Jaimie Lloyd
39 questions

Question 142

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Universal Containers has just been notified by authorities that govern the shipping industry of new regulatory requirements. To comply, they are several existing processes built on Salesforce that will need to change. A business analyst (BA) will help describe the additional business needs imports by the new regulations.

Which type of document should the BA prepare?

Audit log
Audit log
Current state analysis
Current state analysis
Gap analysis
Gap analysis
Suggested answer: C
asked 23/09/2024
Duncan Brundseaux
41 questions

Question 143

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Universal Container (UC) is implementing Sales Cloud. The business analyst (BA) assigned to the project wants to the project wants to become a trusted advisor to UC stakeholders.

What are some communication best practices a BA should follow to help achieve this goal?

What are some communication best practices a BA should follow to help achieve this goal?

Ask each project team member to complete a survey, create a project plan, and delegate roles and responsibilities to stakeholders.
Ask each project team member to complete a survey, create a project plan, and delegate roles and responsibilities to stakeholders.
Outline previous project experience, record and take notes for every meeting, and limit communication to weekly updates.
Outline previous project experience, record and take notes for every meeting, and limit communication to weekly updates.
Ask questions and document the answers, make suggestions based on previous project success, and provide a meeting agenda period to each session>
Ask questions and document the answers, make suggestions based on previous project success, and provide a meeting agenda period to each session>
Suggested answer: C

Explanation:

Some communication best practices that a BA should follow to become a trusted advisor to UC stakeholders are:

Ask questions and document the answers: This helps to understand the stakeholders' needs, expectations, pain points, goals, and priorities. It also shows interest and curiosity in their perspectives and opinions, and helps to clarify any assumptions or ambiguities.

Make suggestions based on previous project success: This helps to demonstrate expertise and experience in Salesforce implementations, and provide valuable insights and recommendations for UC stakeholders. It also shows confidence and credibility in delivering solutions that meet their needs.

Provide a meeting agenda prior to each session: This helps to set clear expectations and objectives for each meeting, and ensure that all relevant topics are covered. It also shows respect for the stakeholders' time and availability, and helps to keep the meeting focused and productive.

Reference: https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-stakeholder-management/communicate-with-stakeholders

asked 23/09/2024
Marcel Engelbrecht
44 questions

Question 144

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Universal Container (CU) has brought in a business analyst to help implement an expensive AppExchange product in its Salesforce org to optimize the sales pipeline. The BA is free to speak to anyone at UC to gather the information they need to ensure success. The BA decides to speak to the stakeholders who are most impacted.

Which key stakeholder should the BA speak to first?

VP of sales
VP of sales
Sales Users
Sales Users
IT leaders
IT leaders
Suggested answer: A
asked 23/09/2024
Robert Thompson
32 questions

Question 145

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Universal Containers is working to improve Salesforce adoption. Customer reps are utilizing many Salesforce features in the org, but sales reps are still relying on their personal spreadsheets.

What should the business analyst do to better understand the sales reps process in order increase Salesforce adoption?

Host Focus group, conduct surveys, and shadow the sales reps to observe the tools they use and how the use them.
Host Focus group, conduct surveys, and shadow the sales reps to observe the tools they use and how the use them.
Run reports based on usage to see where the sales reps are spending the majority of their time in Salesforce.
Run reports based on usage to see where the sales reps are spending the majority of their time in Salesforce.
Arrange for the sales reps to collaborate with customer service reps to learn service reps interact with Salesforce.
Arrange for the sales reps to collaborate with customer service reps to learn service reps interact with Salesforce.
Suggested answer: A

Explanation:

The best practice for understanding the sales reps process in order to increase Salesforce adoption is to host focus groups, conduct surveys, and shadow the sales reps to observe the tools they use and how they use them. These methods help to elicit feedback and insights from the sales reps, understand their pain points and needs, identify the gaps and opportunities in their current process, and demonstrate the value and benefits of using Salesforce. The other options are either insufficient or irrelevant. Option B does not capture the sales reps' perspectives or preferences, and may not reflect their actual usage of Salesforce. Option C does not address the sales reps' process or challenges, and may not be applicable or effective for them.

Reference: https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-discovery/plan-and-facilitate-discovery-sessions

asked 23/09/2024
Michael Geary
35 questions

Question 146

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Universal Containers in rolling out Sales Cloud for the contract renewals team. The team has expressed resistance to learning another platform and changing their processes. The business analyst (BA) shows them a video case study of a contract renewals team at another company that successfully adopted Sales Cloud, which shortened it's time to close and increased its close rate by 30%.

Which influencing style is the BA using?

Accommodating
Accommodating
Collaborative
Collaborative
inspiring
inspiring
Suggested answer: C

Explanation:

The influencing style that the BA is using is inspiring. Inspiring is a style that appeals to the emotions and values of the stakeholders, and motivates them to achieve a shared vision or goal. The BA is using an inspiring style by showing them a video case study of a contract renewals team at another company that successfully adopted Sales Cloud, which shortened its time to close and increased its close rate by 30%. This helps to create a positive and aspirational image of what Sales Cloud can do for them, and encourages them to overcome their resistance and embrace the change.

Reference: https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-stakeholder-management/influence-stakeholders

asked 23/09/2024
Malik Khabir
34 questions

Question 147

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The business analyst (BA) working with the contract renewal team at Cloud kicks has mapped out is current renewal process, the BA has noted where representatives are inputting contract information from PDF document which is introducing errors an inaccurate date into Salesforce.

Which type of inefficiency is happening during this step in the process?

Avoidance
Avoidance
Manual effort
Manual effort
Duplication
Duplication
Suggested answer: B

Explanation:

The type of inefficiency that is happening during this step in the process is manual effort. Manual effort is a type of inefficiency that occurs when a task or activity requires human intervention or input that could be automated or eliminated. Manual effort can lead to errors, delays, inconsistencies, or redundancies in the process. In this case, the representatives are inputting contract information from PDF documents into Salesforce manually, which introduces errors and inaccurate data into Salesforce.

Reference: https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-process-mapping/identify-inefficiencies-in-a-process

asked 23/09/2024
Piyush Zope
41 questions

Question 148

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Universal Containers has a Salesforce Knowledge base solution; however support agents have indicated that the system has duplicate knowledge articles. The agents have requested a feature that allows them to compare articles side-by-side and merge the articles. While researching solution option, the business analyst (BA) noticed an idea in the Salesforce IdeaExchage that directly addresses this requirement. The idea is in beta testing and will generally available in the next release.

What should the BA suggest?

Ask the support manager to wait until the idea is released.
Ask the support manager to wait until the idea is released.
Ask the Salesforce Account Executive to release the idea early.
Ask the Salesforce Account Executive to release the idea early.
Ask the development team to build a custom solution based on the idea.
Ask the development team to build a custom solution based on the idea.
Suggested answer: A

Explanation:

The best option for the BA to suggest is to ask the support manager to wait until the idea is released. This option avoids spending time and resources on building a custom solution that may not be compatible or necessary once the idea is released. It also ensures that the support team can benefit from the latest features and functionality that Salesforce provides, and avoid potential issues or conflicts with future updates or releases. The other options are either impractical or risky. Option B may not be possible or feasible, as the idea may not be ready or stable for early release. Option C may result in wasted effort or duplication, as the custom solution may become obsolete or incompatible once the idea is released.

Reference: https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-functional-requirements/evaluate-solution-options

asked 23/09/2024
Ricardo Monsalve
38 questions

Question 149

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The finance team is rolling out a new sales process in Sales Cloud for opportunities that are Closed/Won. After meeting with the team, a business analyst (BA) realizes that several requirements for the new process will need further refinement.

What should the BA use to keep track of changes to the process documents?

Communication template
Communication template
Business backlog
Business backlog
Version control
Version control
Suggested answer: C
asked 23/09/2024
Khalid Laghmami
26 questions

Question 150

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Universal Container wants to build a Salesforce application to manage its recruitment lifecycle. The project lead wants to identify the key recruitment steps and stakeholders in a visual format.

What should the business analyst do to meet the requirement?

Map the business process.
Map the business process.
Review department procedures and consult the org chart.
Review department procedures and consult the org chart.
Create an entity relationship diagram.
Create an entity relationship diagram.
Suggested answer: A

Explanation:

The best tool for identifying the key recruitment steps and stakeholders in a visual format is to map the business process. Business process mapping is a technique that helps to create a visual representation of a business process. It shows the steps, inputs, outputs, roles, and decisions involved in the process. Business process mapping helps to understand the current state of the process, identify areas for improvement, and design the future state of the process. A BA should use business process mapping to identify the key recruitment steps and stakeholders for the Salesforce application.

Reference: https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-process-mapping/understand-process-mapping

asked 23/09/2024
Karesa Potts
28 questions
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