The business analyst (BA) at Northern Trail Outfitters recently configured a feature on Opportunities for the sales team. The BA plans to gather feedback from a small group of end users before rolling out the feature to the entire company.What should the BA do to present this information?

Share user stories about the feature.

Cloud Kicks (CK) wants its sales team to use Sales Cloud to decrease its lead conversion time. The business analyst (BA) will analyze and break down CK's typical sales cycle.How can process mapping help the BA get started on this project?

It can show the relationship between the steps and actions in the sales cycle to communicate and understand the current state, and to identify areas for improvement.

It can model changes in the current customer experience, analyze each change's potential for impact, and help visualize potential improvements in the sales cycle in advance of the solution design.

It can display complex ideas in a consistent format, highlight blockers and impediments to help stakeholders quickly assess issues in the sales cycle, and see the project timeline at a glance.

Universal Containers has kicked off a project focused on transforming its customer service department using Service Cloud. During onboarding, the project manager shared the following process maps with the business analyst (BA):Case Creation* Case Triage* Case Assignment* Case Management* Case ClosureWhich key attributes should the BA look for when reviewing the process maps?

Audiences, scope, inputs, outputs, and resources

Cost, timeline, risks, requirements, and opportunities

Case sources, types, volumes, priorities, and reasons

A business analyst (BA) is working with stakeholders at Universal Containers to walk through a potential solution for the lead routing and qualification process. The solution will include automated and manual features.Which artifact should help the BA illustrate the vision of a solution to stakeholders?

Annotated process flows with modifications to an existing process

Detailed user stories with technical documentation about the existing process

Annotated process flows with modifications to an existing process

Collected pain points from people who follow the existing process

The business analyst (BA) at Cloud Kicks has been asked to map the current sales process in Sales Cloud to document legal compliance with local privacy regulations, which can differ based on the state or country of a data transaction.Which activity would be most effective in helping the BA understand the sales process?

Using live workshops to map out the sales process

Asking stakeholders to complete a questionnaire

Conducting individual interviews with stakeholders

A business analyst (BA) is working with the support team at Cloud Kicks (CK) on a Service Cloud implementation. The BA has decided to create a process map to understand CK's current merchandise return process.What are the top three benefits of creating a process map?

Engages stakeholders, identifies improvements, and starts the change process

Builds accountability, increases revenue, and decreases overall time spent on requirements

Identifies improvements, decreases project costs, and starts the change process

The business analyst (BA) implementing Salesforce at Cloud Kicks is interacting with many different people throughout the company. Some of the subject matter experts (SMEs) are difficult to engage, and the BA is struggling to get the information they need.What should the BA do when they find it difficult to get a response?

Escalate the concern to the SMEs' manager.

Put extra effort into following up with the SMEs.

Limit effort to contact the unresponsive SMEs.

Escalate the concern to the SMEs' manager.

A business analyst (BA) at Universal Containers (UC) has been asked to evaluate a business process at a high level and in detail, while also keeping regulatory considerations in mind. Management wants to use the output from the BA's evaluation to inform decisions about UC's future implementations of Sales Cloud and Service Cloud.What should the BA use for their evaluation?

Universal Process Notation (UPN)

Entity Relationship Diagram (ERD)

Universal Process Notation (UPN)

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?

The customer should be consulted.

The customer should be responsible.

The customer should be informed.

The customer should be consulted.

Universal Containers (UC) has chosen to implement Sales Cloud and Service Cloud to increase revenue and remove bottlenecks in its current processes. A business analyst (BA) is tasked with diagramming business processes.What should the BA do to successfully meet governance requirements to identify the business purpose?

Adhere to agreed upon mapping standards.

Identify resources engaged in each step.

The business analyst (BA) at Northern Trail Outfitters needs to create a current state process map for a Service Cloud implementation with its retail division. The BA needs a simple diagramming notation for the process map that is applicable across all industries, provides context for metrics and management decisions, and supports regulatory considerations.Which diagramming notation should the BA use for the process map?

Universal Process Notation (UPN)

Business Process Modeling Notation (BPMN)

Universal Process Notation (UPN)

Unified Modeling Language (UML)

Universal Containers recently kicked off a project to build an Experience Cloud solution for partners. Partners need to upload their monthly sales reports to this account portal.Which option should the business analyst use as the functional requirement specification?

The portal should allow for partners to upload monthly sales reports.

Partners need to submit monthly sales reports.

The portal should allow for partners to upload monthly sales reports.

The portal should allow for partners to access monthly sales reports.

While working on a new Sales Cloud feature request for the sales team at Northern Trail Outfitters, the business analyst (BA) uncovers a workflow which could have an impact on the service team. The sales director assures the BA that the impact to service would be minimal.Which step should the BA take next?

Review the effort and impacts with the service team, and work to align requirements across the teams.

Continue with the effort as defined by sales and add a backlog item to review the service impacts in the future.

Prioritize the effort as defined by sales and ask the director to review any service impacts. .

The North American (NA) sales team wants to add a set of new fields and delete several fields from the Account object. During requirements gathering, the business analyst (BA) discovers the fields are actively being used by the EMEA team.Which step should the BA take next?

Refine the requirements to accommodate, both teams.

Focus on the NA team's requirements.

Start another project to address the EMEA team's requirements.

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

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

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

Universal Containers is setting up a Salesforce email integration for the sales team. Through discovery conversations, the business analyst (BA) learns the operations team also needs email integration in the near future.What should the BA do next?

Include the operations team during discovery.

Proceed with the sales team's project as planned.

Start project work for the operations team.

Include the operations team during discovery.

Universal Containers is about to kick off a new Salesforce implementation, bringing both sales and service teams onto the platform. Each team has been managing Accounts and Contacts in their own way even though the Accounts and Contacts are shared between the teams. This has resulted in disagreements about what should be built in Salesforce.Which groups should the business analyst work with to gain full alignment on a common program vision and strategy?

Senior leadership, IT leadership, and middle management

Business leaders, middle management, and end users

Senior leadership, IT leadership, and middle management

Executive sponsors, IT leadership, and end users

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?

Work will begin when capacity becomes available

Work will begin after executive approval is given.

Work will begin in the next sprint.

Work will begin when capacity becomes available

Northern Trail Outfitters (NTO) is undergoing a Salesforce implementation for Service Cloud. The busjpess analyst is currency working with the development team as they build features in the sandbox. NTO wants to test these features before the changes are deployed to the production environment.As part of the Application lifecycle Management (ALM) process, which three development models does Salesforce support?

Change Set Development, Org Development, Package Development

Rapid Application Development, Org Development Package Development

Salesforce DX, Flow Builder, Rapid Application Development

The business analyst (BA) at Universal Containers (UC) wants to understand why UC failed to meet a deployment date for its product go live while following the Agile process. According to the BA's research, the developers lacked a sense of the work in progress and the intended goal of that work, and the QA team was unable to clearly test the functionality based on a given persona.Which step should the BA take next?

Review the user stories to ensure they are small, testable, and valuable.

Create a SWOT (Strength, Weakness, Opportunity, Threat) analysis to understand why development and testing took more time.

Move the deployment date out so the teams have more time to work.

Review the user stories to ensure they are small, testable, and valuable.

A business analyst (BA) at Northern Trail Outfitters has been asked to prepare documentation including acceptance criteria and definition of done for a Heroku project.Which way should the BA approach creation of this documentation?

Include the personal perspective for acceptance criteria and the overall perspective for definition of done.

Create one consolidated set of documentation as the two terms are synonymous and used interchangeably.

Include the overall perspective for acceptance criteria and the persona's perspective for definition of done.

Northern Trail Outfitters (NTO) has completed a project with a third-party event organization platform to enhance its MVP Experience Site. Many features were left in the project backlog. NTO's IT team is beginning a new phase of work on the Experience Site to build additional features requested by business stakeholders and wants to include the items that were left in the backlog in the first phase.How should the business analyst coordinate the user stories to most efficiently manage the new project timeline?

Reprioritize existing and new user storks to place the stories into each sprint of the project. Return an equivalent: amount of lower priority work to the project backlog,

Include existing and new user stories to be completed within the duration of the project. Hire additional developers to accommodate both work streams to prevent delays within the schedule sprints.

Reprioritize existing and new user storks to place the stories into each sprint of the project. Return an equivalent: amount of lower priority work to the project backlog,

Prioritize user stories for the new enhancements for the initial sprints of the project to accommodate business stakeholder requests. Complete existing user stories in the final sprint of the project.

The business analyst at Cloud Kicks is using a checklist to assess the quality of user stones for an upcoming Experience Cloud implementation.Which characteristics make a user story successful?

Independent, Negotiable, Valuable, Estimable. Small, Testable

Clean Direct, Concise, Cross Functional, Configurable

Actionable., Concise, Testable, Solution-oriented, Defined

Independent, Negotiable, Valuable, Estimable. Small, Testable

The business analyst is working with a stakeholder on a Salesforce project. The stakeholder needs an approval process on contract submissions. Sales managers want to see all contracts when the discount is greater than 20%. They will decline any contracts with a discount that is greater than 25%, but they want visibility into other highly discounted contracts.Which acceptance criteria is the most effective for this scenario?

A sales manager wants to be notified when a contract has been submitted with a discount greater than 20% so the manager can approve or decline a discounted price.

Users in a sales manager role should have access to a button on contracts to click to approve or decline a contract with a discounted price of 2G% or more.

A sales manager wants to be able to approve contracts with a large discount and they need a validation rule related to contract discounts greater than 25%

The business analyst at Universal Containers is helping the team transition from workflow rules to flows. The work has been built and it is time to kick off user acceptance testing (UAT).What is the goal of UAT?

To ensure what was originally requested is being delivered

summarize the overall ask and determine what is in scope

To identify acceptance criteria with pass/fail indicators

Northern Trail Outfitters is Updating Its customer portal built on Experience Cloud. The team has drafted a user story:'As a customer, I want to be able to chat with a support agent and view my account, see my orders, and ask questions via the customer port.What should a business analyst do to improve this user story?

Adjust the goal of the user story to be independent.

Estimate how long it will take the technical team to complete the story.

Include specific information about potential Salesforce solutions.

Adjust the goal of the user story to be independent.

The Salesforce project team at Cloud Kicks is about to start a project that crosses sales and service teams. The business analyst (BA) has been tasked with writing user stories with the teams in a workshop.What should the BA keep in mind during the process?

User stories encourage iterative development.

User stories specify which technical components are impacted.

User stories are fixed upon stakeholder approval.

The business analyst (BA) at Universal Containers has been capturing the requirements for a major Sales Cloud release. An admin has been deploying the resulting system changes. The quality assurance (QA) team has run into challenges when testing the changes. The BA is unaware of deployment and testing challenges.What should the BA do to resolve these challenges with the release team?

Associate each set of metadata -changes to the corresponding user story.

Provide detailed test cases to validate the functional requirements

Involve the stakeholders in the business requirements gathering sessions.

A group of business analysts (BA) at Universal Containers have been working with different teams of stakeholders on eliciting requirements for a new Salesforce app. The BAs have gathered and documented all of the information in a central location. Upon review of the requirements, the BAs discovered that changes made to the documentation were overwritten by each other, and they will lose time recapturing them.What should the BAs do differently to prevent this error from happening?

Each BA should use a shared system that has version control.

Each BA should use their own separate documentation.

Each BA should enter their business needs in a shared spreadsheet,

Each BA should use a shared system that has version control.

The business analyst (BA) at Northern Trail Outfitters is writing user stories for a Service Cloud implementation.In which order should the BA arrange the three components of a user story?

As a <xyz>, I want <xyz>, so that <xyz>

I want <xyz>, as a <xyz>, so that <xyz>

As a <xyz>, I want <xyz>, so that <xyz>

I want <xyz>, so that <xyz>, for a <xyz>

Universal Containers is currently doing user acceptance testing for a global customer service project that leverages Service Cloud. A stakeholder is executing a test case for a specific user story. The stakeholder has provided this feedback:* The functionality described in the test case is working as expected.* The stakeholder wants to change the label of several fields described in the test case.* The stakeholder wants to add two new fields that were excluded from the test case.Which step should the business analyst take next?

Acknowledge the feedback, create a new user Story that includes the field changes, and ask the stakeholder to update the existing tat case to show it was successfully tested.

Acknowledge the feedback, update the existing user story to include the field changes, and assign the user story back to the technical team for immediate development.

Acknowledge the feedback, create a new test case that includes the field changes, and assign the test case hack to the stakeholder far immediate testing.

Acknowledge the feedback, create a new user Story that includes the field changes, and ask the stakeholder to update the existing tat case to show it was successfully tested.

A business analyst (BA) at Northern Trail Outfitters is preparing for a user acceptance testing (UAT) session for a global Sales Cloud project.What should the BA do to engage the business most effectively during UAT'?

Work business stakeholders to collaborate in writing, reviewing, and executing UAT scenarios, providing feedback, and approval for release.

Hand or ownership for writing, reviewing, and executing UAT scenarios, providing feedback, and approval for release to business stakeholders.

Work with quality assurance analysts to collaborate in writing, reviewing and executing UAT scenarios, providing feedback, and approval for release.

Work business stakeholders to collaborate in writing, reviewing, and executing UAT scenarios, providing feedback, and approval for release.

Salesforce Certified Business Analyst Practice Test 2 - Free Online Exam Prep & Questions

Question 1 / 40

The scrum team working on Salesforce projects at Northern Trail Outfitters plans to review the current build with stakeholders to gather feedback. The business analyst will facilitate the meeting.

Which type of meeting should be held?

Retrospective

Daily stand-up

Sprint review

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Salesforce Certified Business Analyst Practice Test 2

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