Northern Trail Outfitters launched a new feature on its Experience Cloud site to allow customers to compare features of similar products ahead of the major promotional event of the year. The user acceptance testing (UAT) passed successfully; however, many customers complained of issues when accessing the site.What did the business analyst overlook before recommending that the release go live?

The UAT should have been performed with both peak load and average load simulation.

The AT should have been performed with enough time to resolve bugs in the new feature,

The UAT should have been performed with both peak load and average load simulation.

The UAT should have been performed by customers who are familiar with the products.

The sales team at Universal Containers has concerns that the process for distributing new leads is too slow. The VP of sales has engaged a business analyst (BA) to help map out a process to distribute new leads quickly. The BA sets up a meeting with stakeholders and learns a stakeholder already has a solution in mind.What should the BA do next?

Gather requirements and then note the proposal solution.

Implement the solution now to save time in the planning phase.

Ask the stakeholder to demo their solution to the project team.

Gather requirements and then note the proposal solution.

The sales team is learning a new sales methodology. Management wants to align Salesforce opportunities with the methodology.What is the first step a business analyst should take to begin overhauling the Opportunity object?

Understand the current business process.

Configure stages in Salesforce.

Create new reports and dashboards.

Cloud Kicks (CK) recently decided to transition its business from spreadsheets to a Salesforce solution. CK leaders are excited about the capabilities of Salesforce. Each leader has different ideas about how the platform should be implemented. CK has hired a business analyst (BA) to help define and manage the implementation.What should the BA do in the first discovery meeting with stakeholders?

Collaborate with stakeholders to examine and define CK's purpose, customers, metrics, and overall business to inform project direction and vision.

Discuss and document specific pain points in existing processes to inform future project requirements.

Preview potential Salesforce solutions and collect feedback from stakeholders on each option to inform the direction of the project.

During the discovery phase of a Salesforce project, which types of analyses should a business analyst typically perform?

Enterprise, Strategy, Stakeholder

Financial, Technical, Operational

Technical, Stakeholder, Enterprise

Enterprise, Strategy, Stakeholder

Cloud Kicks has an existing implementation of Salesforce. A business analyst (BA) wants to understand details about the Salesforce environment:* Custom apps* Active Salesforce Sites* Active flows* Custom tabs* Visualforce pagesA Which path should the BA take to find this information?

Conduct stakeholder interviews.

Read business process documentation

Cloud Kicks (CK) plans to establish a Center of Excellence (CoE).How will CK benefit from using a CoE to define the long-term vision for its Salesforce org?

CK will be better able to prioritize across teams and streamline processes.

CK will get insights to current business processes.

CK will develop a process to gather feedback from end users regularly.

The business analyst (BA) at Cloud Kicks (CK) has been tasked with optimizing CK's lead process. In the weekly sales meeting, the BA outlines the project and asks for input. A new entry-level employee reaches out multiple times with ideas and suggestions for improvements.What should the BA do when responding to the new employee's input?

Schedule a one-on-one meeting with the new employee to get an alternative perspective from a beginner's mind.

Acknowledge the new employee's ideas while making extra effort to reach out to stakeholders who have more industry experience and knowledge.

Send a detailed survey to the entire sales team, including the new employee, to understand their needs, expectations, and priorities.

Universal Containers uses Kanban to complete its Salesforce development. In the middle of a sprint, the sales manager submits an important item to the team.What should the business analyst do next?

Ask the team to reprioritize the backlog and work on the item at the top.

Ask the team to commit to the work for the next sprint.

Ask the team to pivot and complete the work immediately.

The sales team at Universal Containers (UC) has been using multiple tools to track opportunities, leading to inaccurate forecasting and an unclear picture of UC's sales pipeline. UC has appointed a project team to implement Sales Cloud to help resolve these issues. TTie sales team doubts the new tool will meet their needs and is concerned it will be difficult to use. The business analyst (BA) assigned to the project knows the stakes are high to get the right solution in place.Using their influence, what should the BA do to gain the necessary buy-in and support from the sales team to ensure a solution meets the requirements?

Ask questions to understand their needs and focus on shared goals.

Present the pros and cons of the decision by using logic and facts.

Demonstrate the BA's expertise and clearly state the decision is final.

Northern Trail Outfitters (NTO) has noticed that many customers are posting to social media about issues they are having with a new product. The services team is looking for easy ways to engage with these customers and resolve their complaints. During the first discovery meeting of the project, the business analyst (BA) hears that the VP of services and support wants to implement Omni-Channel for NTO's Service Cloud.What should the BA do first to ensure the ongoing success of the project?

Encourage the project stakeholders to think of various ways to solve cases different before deciding on a specific solution.

Configure a proof-of-concept demo within a sandbox environment to show the pros and cons of the requested solution.

Produce a gap analysis document that will show the ways the requested solution can solve the limitations of NTO's current system.

Encourage the project stakeholders to think of various ways to solve cases different before deciding on a specific solution.

An executive at Cloud Kicks has tasked the internal Salesforce staff with the optimization of a very manual process in its Salesforce org,What should the business analyst do first before a future state is proposed to key stakeholders?

Hold a kickoff meeting to set expectations with the project team.

Manage project integrations with the technical team.

Discuss project trade-offs with the executive sponsor.

Hold a kickoff meeting to set expectations with the project team.

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?

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

Integrated Definition for Process Description Capture Method (IDEF3)

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

Business Process Modeling Notation (BPMN)

Northern Trail Outfitters (NTO) is working with an implementation partner to transform its customer support team with Service Cloud. A new business analyst (BA) who is a replacement from the partner was introduced to NTO stakeholders during the discovery phase of the project. The new BA is still getting to know each of the stakeholders when they start the requirements workshop. The BA asks a stakeholder a discovery question and they seem irritated.What should the BA do to build trust with the stakeholder as the project continues?

Set up a casual meeting to create a personal connection with the stakeholder.

Reset project expectations at the next meeting with the stakeholder.

Ask an executive sponsor to address the stakeholder's concerns.

Which type of process diagram should the business analyst use at the beginning of a Salesforce project to outline high-level process areas such as 'Prospect to Contract?

SIPOC (Suppliers, Inputs, Process, Outputs, Customers)

A business analyst (BA) at Northern Trail Outfitters is mapping a workflow process to onboard a new user group to a Service Cloud implementation.Which level of detail should the BA use for the process map and why?

Somewhat detailed---Since the process will be repetitive, new users will learn and remember the details.

Very detailed---It should be prescriptive for new users following an unfamiliar process.

Somewhat detailed---Since the process will be repetitive, new users will learn and remember the details.

Simple---A high-level overview of the process is sufficient to show a new user experience.

Northern Trail Outfitters wants to reduce the amount of time it takes for customers to receive their orders after making an online purchase.Which initial steps should the business analyst take to help determine why the order management and fulfillment process is slow?

Work with stakeholders to identify relevant processes, select a key process with defined start and end points, and collaborate with process owners and users to create a current state process map.

Conduct interviews with stakeholders in the order management and fulfillment departments to identify individual pain points and brainstorm process improvement solutions.

Create a process map that includes detailed steps related to order management and fulfillment, analyze the process map for inefficiencies, and present findings to leadership.

The business analyst is auditing data access by documenting Field-level Security on the Account object in Salesforce.How do end users participate as stakeholders in data Governance?

They provide valuable feedback on how they use data.

They export their data back it up locally.

They implement their data entry workarounds in the system.

They provide valuable feedback on how they use data.

The product development team at Northern Trail Outfitters is creating a process within Salesforce to onboard new retail employees. The business analyst (BA) creates a current state process map by interviewing a few members of the onboarding team using email questionnaires. After presenting the process map to the entire onboarding team, the BA receives feedback that it is incorrect.What should the BA do to provide the product development team with more accurate information about the onboarding team's process?

Meet with key project stakeholders in a live workshop to build consensus on the current and desired onboarding processes.

Review survey feedback again to better understand pain points in the existing onboarding process.

Conduct individual interviews with each team member to gather more information about the existing onboarding process.

One retail location of Cloud Kicks has been getting complaints from shoppers about being unable to find items in the store. The general manager has asked IT to configure tablets for the sales clerks so they can move freely around the store to assist customers.The IT team writes a functional requirement:* Tablets running the Salesforce mobile app must allow users to access store inventory records which include current item count and item location.Which user story should the business analyst write to describe the functional requirement?

As a sales clerk, I want to see item availability and locations to help customers find items.

As a general manager, I want sales clerks to have tablets so they can help customers find items.

As a customer, I want sales clerks to have access to item availability to help them find items.

Cloud Kicks needs to revamp its support process to improve the customer experience and has asked the Service Cloud team to collaborate with the business analyst (BA). The BA has scheduled an initial live process mapping session with all stakeholders and received the following calendar responses: What should the BA do?

Cancel the workshop and reschedule it to a date when ail stakeholders ace available.

Hold a one-on-one diagram session with each stakeholder before the workshop.

Proceed with the workshop as scheduled with the stakeholders who are available.

Cancel the workshop and reschedule it to a date when ail stakeholders ace available.

A business analyst is working with a new customer on a Sales Cloud implementation. The executive sponsor for the project is new to the company and their role as VP. The sponsor has inherited functional requirements from the previous VP that were gathered 9 months ago. The project start date has yet to be defined. The sponsor wants to use the inherited requirements in lieu of a traditional discovery process.What is the largest risk with this approach?

The previous VP's requirements may differ from those of the new executive.

The previous VP's requirements fail to meet current formatting standards.

The previous VP's requirements may differ from those of the new executive.

The previous VP's requirements are outside of the Salesforce framework.

After reviewing a technical demo, the Northern Trail Outfitters sales leadership team wants to mate adjustments to the original requirements around Sales Cloud opportunity management.What should the business analyst do to manage the requested changes?

Update the change request log and draft a new user story.

Update the gap analysis document and scope statement specification.

Update the change request log and draft a new user story.

Update the change management document and user acceptance testing plans.

The business analyst (BA) at Universal Containers is responsible for defining the enhancement features for the current Salesforce CPQ implementation that must be configured in the next phase of the project.Which type of document should the BA create to achieve the objective?

Functional requirements specification

A business analyst (BA) is working on a request from a sales leader at Universal Containers. The sales leader has noticed the quality of information on new leads has declined recently. After completing their initial research, the BA concludes that the Salesforce lead intake form needs to be updated to include only essential information. Since several sales teams use the intake form, the BA must get alignment from all of the groups.How does whiteboarding help the BA collaborate with multiple stakeholders?

It builds a shared understanding of the current state, creates a space for everyone to contribute since the activity feels shared, and guides the conversation while maintaining engagement.

It provides a script to follow with suggested questions and prompts, identifies exactly what each group needs in order to be successful, and the final version acts as the business requirements document.

It builds a shared understanding of the current state, creates a space for everyone to contribute since the activity feels shared, and guides the conversation while maintaining engagement.

It provides a single document in a central location for stakeholders to contribute, allowing each group to provide feedback on their own, instead of requiring everyone to meet and discuss together.

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?

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

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

Ask the stakeholder to focus on the onboarding process.

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

Universal Containers (UC) needs a Quip template to create Account plans. UC's business analyst has been tasked with documenting requirements for this initiative. During one of the business requirements gathering sessions, a sales manager notes that it's important the new template is user-friendly and only accessible to the account team.Which option captures this requirement?

Make the template user-friendly and accessible only by members of the account team.

The sales manager can make the template user-friendly.

Accessible by members of the account team.

Universal Containers has asked a business analyst (BA) to assist the sales management team with a request for a new picklist field called 'Lost Reason' on the Opportunity object with the goal of improving pipeline reports. After mapping the managers to the sales leader persona and obtaining feedback from them, the BA has discovered that the managers want to better understand Closed/Lost Opportunities so they can help sales teams close more deals.Which option should the BA use to construct the user story?

As a sales leader, I want to see more details on Closed/Lost Opportunities so I can help the sales team improve close rates.

As a sales team member, I need additional enablement training and reporting information to help the improve close rates.

AS a sales leader, I need a new 'Closed/Lost Reason' picklist field on Opportunities and better reports to help the sales team improve close rates.

At Universal Containers, a business analyst (BA)r solution architect, lead developer, quality assurance lead, and other team members need access to user stories as part of the Agile lifecycle of enhancements to a Marketing Cloud integration project.What should the BA do to give all team members access and visibility to the most recent user stories as the project is in motion?

Define a common repository to hold all user stories and track changes over time.

Allow each team member to merge all user stories at the end of user acceptance testing.

Send emails to stakeholders with all of the changes to the user stories.

Salesforce Certified Business Analyst Practice Test 3 - Free Online Exam Questions 81-120

Northern Trail Outfitters is getting ready to enter the user acceptance testing (UAT) phase of its latest Salesforce project. The business analyst (BA) plans to solicit and document sign-offs from the business as part of the UAT process.

Which sign-offs should the BA seek?

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Salesforce Certified Business Analyst Practice Test 3

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