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?

Analyze, build, deliver, operate

Analyze, build, operate, deliver

Analyze, build, deliver, operate

Analyze, operate, build, deliver

A business analyst is using storytelling to communicate the vision for a Salesforce solution to business stakeholders.Which storytelling technique should the BA use in their initial demo of a solution to business stakeholders?

Give a perspective from a relatable persona that shows the development team can solve their business challenges.

Highlight a perspective from testing feedback that identifies bugs and pain points in their business challenges.

Give a perspective from a relatable persona that shows the development team can solve their business challenges.

Describe a perspective from the business requirements document that addresses architectural concerns based on their business challenges.

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?

Shadow an operations team member at the CK distribution facility.

Review future state distribution processes for CK.

Explore how retailers similar to CK handle distribution.

Shadow an operations team member at the CK distribution facility.

From where can an Admin unlock a user?

Setup > Object Manager > Users > Select User > Unlock

Which of the salesforce app providers will be able to unlock a locked user with their phones?

Only those that download the app from the App Exchange.

Which users will be able to reset a Single Sign-On User Password?

Users above the SSO user in the role hierarchy.

Admin and Users with the right permission sets.

Which tool is used to create reports, incorporate filters and select the Report Type?

A csv file that will then get imported.

When creating a new User how can the Admin make sure a temporary password is generated?

Select 'Generate Passwords and notify the user via email.'

Select 'Temporary Password and Confirmation Email Required'

There are no temporary passwords available for setup of new users in Salesforce.

Select 'Generate Passwords and notify the user via email.'

This is a default feature, no setup required.

What are the business analyst's responsibilities during the analyze phase of the Salesforce implementation lifecycle?

Gather business requirements; create process maps, and write user stories.

Complete testing, build training materials, and elicit requirements for the next iteration.

Create a data dictionary, write end user documentation, and review test scripts.

Gather business requirements; create process maps, and write user stories.

Northern Trail Outfitters (NTO) has acquired a competitor. The agreement is to migrate the acquired company into NTG's Technological Platforms. One of its challenges is to offer a unified customer experience while strengthening the relationship with its customers. The business analyst (BA) has been asked to translate the business objectives and assemble an improved and standard customer experience.Which strategy should the BA use to accomplish the goal?

Understand business objectives, define the intention and audience, lead a journey mapping workshop, find opportunities for improvement, and update the journey map.

Understand business objectives, define the intention and audience, conduct user experience research, analyze the research results, and design an improved new user experience.

Understand business objectives, define the intention and audience, lead a journey mapping workshop, find opportunities for improvement, and update the journey map.

Understand business objectives, determine company culture, evaluate processes and user experiences, interview stakeholders, and add improvements to the integration roadmap.

A business analyst (BA) is compiling a list of subject matter experts to consult throughout the discovery for a new Service Cloud implementation.What is the primary value of the BA speaking with customer service reps?

Building solution design consensus

Northern Trail Outfitters is starting a project to implement Service Cloud for the customer service department.Which activity should be handled by a business analyst assigned to this project?

Understand current business processes and document existing functionality.

Work with Salesforce to purchase the necessary licenses.

Manage existing Salesforce applications and activities.

Understand current business processes and document existing functionality.

A business analyst has been tasked with leading prototype efforts for a Salesforce project.What is a prototype?

A first pass, simple sketch of an idea

A model of a final proposed product

A first pass, simple sketch of an idea

Northern Trail Outfitters (NTO) has moved its inventory systems to Salesforce to track the clothing it manufactures and sells. As a part of this project, NTO wants to implement several features which will also improve how its inventory is restocked. In order to manage the discovery phase of the project, the project team plans to hire a business analyst (8A).What should a BA do to be successful during the first phase of the project?

Elicit requirements, create flows and process diagrams, and understand business analytics.

Elicit requirements, build automation, and deploy a solution,

Architect a solution, configure a sandbox, and build a proof of concept.

Elicit requirements, create flows and process diagrams, and understand business analytics.

At Cloud Kicks (CK), the marketing director's management style is results-driven. CK uses scrum methodology when developing improvements to its Salesforce org. The director requests urgent enhancements in the middle of a sprint that require changes by the development team, The director believes their needs are of the highest importance.What should the business analyst do when disruptions to the project occur?

Interpret the requests as guidelines to be used when determining priorities for the upcoming release.

Focus on the agreed upon deliverables instead of the new requests to prevent overallocation of resources.

Ask the project manager for an additional resource to implement the new requests.

Interpret the requests as guidelines to be used when determining priorities for the upcoming release.

Cloud Kicks has invited stakeholders from multiple departments and roles to participate in its latest Salesforce project. Each stakeholder's experiences and priorities for the project are different which causes tension within the team and a lack of clarity around project direction.What should the business analyst do to help the team work together more effectively?

Lead the stakeholders in creating a team agreement that assigns project roles and outlines how the team will collaborate, disagree, develop trust, and define success

Encourage leadership to share their vision for the project, and ask the larger team to focus feedback only on the key objectives, pain points, and requirements outlined by leaders

Limit participation in key project discovery, requirements, and solutioning meetings to leadership. and engage the larger team to answer questions directly/ related to their roles when needed.

Lead the stakeholders in creating a team agreement that assigns project roles and outlines how the team will collaborate, disagree, develop trust, and define success

As part of the digital transformation at Cloud Kicks, company leaders have decided to adopt Service Cloud as its CRM platform for customer service and support. Executive directors are supportive of the initiative, but end users are unconvinced and prefer to remain on the current platform.What should the business analyst do to gain the end users' cooperation?

Identify key stakeholders and develop relationships with them as a trusted advisor; involve stakeholders and end users in the design of the new solution; and act as a liasion between business and technical teams.

Respond to end users with empathy and accommodate their needs; translate the end users' needs into technical requirements; and deliver the project to the developers to implement the solution.

Use an assertive influencing style; demonstrate authority and expertise; outline the project objectives; and make sure end users know that the decision has been made and the time to make changes has passed.

Identify key stakeholders and develop relationships with them as a trusted advisor; involve stakeholders and end users in the design of the new solution; and act as a liasion between business and technical teams.

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?

Executive sponsors and sales leadership

System admin and project manager

Power users and top sales earners

Executive sponsors and sales leadership

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?

Get approval and signoff on the requirements.

Define the minimal viable product.

Get approval and signoff on the requirements.

Schedule sprint planning meetings.

Universal Containers (UC) is wording with an implementation partner to help it optimize Salesforce. A new business analyst (BA) from the partner was introduced to UC stakeholders a few weeks into the project The BA is getting to know each of the stakeholders by their roles and contributions. However, the BA had one misstep and is slightly embarrassed.What should the BA do to build trust with the stakeholders?

Be vulnerable and own their mistake.

Promise to work harder to avoid other mistakes.

Ask their supervisor for help immediately.

The Salesforce team at Cloud Kicks (CK) is reviewing the sales team's business processes. During a review session, the business analyst notices that quantifiable benchmarks have yet to be established.Why is it a best practice to establish benchmarks to evaluate existing processes?

Shows tangible impact from changes to processes

Proves processes are out of date and require a new solution

Compares processes against CK's closest competitors

Shows tangible impact from changes to processes

Salesforce Certified Business Analyst Practice Test 1 - Free Online Exam Prep & Questions

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Up to how many Profiles can a User have?

Up to 3

The Administrator can have up to 3, normal users only 1.

As many as required.

Only 1

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