The Cloud Kicks business analyst (BA) is frustrated because the requirements tracking spreadsheet is often incomplete or out-of-sync for the Slack transition project. The development team has recommended that the BA use a DevOps tool as an alternative.What are the benefits of using a DevOps tool in this situation?

Tracks changes in real time and provides a single source of truth

Tracks changes on a daily basis and provides a history of changes

Tracks changes for the testing team and provides access to user stories

Tracks changes in real time and provides a single source of truth

Universal Containers has scheduled a meeting with stakeholders, business analysts (BAs), and technical resources to review user stories. A BA reviews the user stories in advance of the meeting and notices that some best practices have been ignored. The first user story is focused on escalating cases in Service Cloud:'The customer service agent needs the ability to escalate a case so they can assign high-risk cases to tier 2 support for faster resolution.'Acceptance Criteria:1- Add permission set2- Users can escalate cases3- Create fields on the Case object4- ReportsWhich best practice was ignored?

The 'why'' of the user story is focused on user needs.

The 'who' of the user story is well-defined.

The 'why'' of the user story is focused on user needs.

The ''what'' of the acceptance criteria is negotiable.

As a business analyst (BA) starts engaging stakeholders for a user story writing workshop, an executive sponsor questions why the Commerce Cloud project is creating user stories rather than standard requirements.What is one benefit of creating user stories that the BA can share with the executive sponsor?

It saves time when prioritizing and implementing functionality.

It defines technical specifications early in the process.

It helps testers determine the most efficient way to validate solutions.

It saves time when prioritizing and implementing functionality.

A business analyst (BA) working on a Service Cloud implementation is reviewing user stories to verify they are written effectively.What should the BA confirm about the user stories when completing this review?

They can be easily prioritized and are small enough to estimate accurately.

They contain substantial details and focus on technical elements.

They are dependent on related acceptance criteria and overlap with other use cases.

They can be easily prioritized and are small enough to estimate accurately.

A business analyst at Universal Containers has begun user acceptance testing for a new Experience Cloud implementation with the project team. A major gap for one of the personas was identified in the documented scenarios.What went wrong?

Failure to include all stakeholders in the requirements gathering process

Failure to perform thorough unit testing during the development process

Failure to validate the application against the functional requirements

The Salesforce information technology (IT) team has built a solution in a sandbox for a cross-functional project to implement Customer 360. It is time for user acceptance testing (UAT).What is a business analyst's role during UAT?

Coordinate stakeholder participation and notify the team when scenarios fail so IT can solve potential problems prior to go live.

Assist in building the requirements using standard functionality so IT can focus on code-related scenarios.

Document user stories and clarify business needs so IT can deliver results based on the requirements.

Coordinate stakeholder participation and notify the team when scenarios fail so IT can solve potential problems prior to go live.

A business analyst (BA) is preparing for user acceptance testing for case management scenarios in Service Cloud.What should the BA do to help prevent gaps from being discovered after go live?

Write test scripts that reflect real life and cover the requirements.

Focus more on happy path testing and less on edge case testing.

Write test scripts that reflect real life and cover the requirements.

Streamline testing by limiting the number of testers involved.

Cloud Kicks is creating a new lead conversion process in Sales Cloud. During a recent sprint, the business analyst created user stories related to the Opportunity object. Test scripts were created for the lead conversion process. All of the test scripts passed and the new functionality was deployed. After deployment, end users reported error messages when manually creating new Opportunities.Which area of user acceptance testing (UAT) was overlooked''

Functionality on interconnected objects should be part of UAT.

Several teams should be part of UAT to represent multiple viewpoints.

End users who are experts in that functionality should participate in UAT.

A project is in the user acceptance testing phase of a Sales Cloud implementation at Universal Containers. The business analyst (BA) is coordinating the test case execution and supporting the testers. One of the testers fails a test case because they were unable to see a custom field identified in the directions. The BA has reviewed the details of the failed test case and compared the expected outcome to the requirements.What should the BA do next?

Attempt to reproduce the issue.

Assign the test case to another tester.

Assign a bug to the development team.

Attempt to reproduce the issue.

The VP of sales at Cloud Kicks wants to streamline the lead qualification process to improve the team's productivity and help them reach their target goals. A business analyst (BA) has been assigned to the project to identify the disconnect between the sales and marketing teams' definitions of a qualified lead.What should the BA focus on?

Scheduling an all-day collaboration workshop with both team to resolve their differences.

Mapping historical lead data from each team and building carts to highlight similarities

Evaluating the team's skills and experiences to determine how the can better align.

Scheduling an all-day collaboration workshop with both team to resolve their differences.

Universal Containers has planned an initiative to assess its Salesforce org to identify areas of risk and has asked the business analyst (BA) to provide an analysis of its current state. The BA will utilize Salesforce Optimizer for the assessment.How should the BA use the output from the tool?

Identify top project priorities.

Verify Lightning page loading time.

Identify top project priorities.

Support managers at Cloud Kicks have received urgent feedback from staff that record pages are slow to respond and users and growing frustrated. The business analyst (BA) has been asked to evaluate to determine which pages are being accessed most frequently and which pages are the slowest to load.What is the first step the BA should take to help resolve the issue?

Confirm steps to reproduce the issue.

Update page layouts in production.

Create a test plan for each web browser.

Confirm steps to reproduce the issue.

A business analyst (BA) conducted a group workshop with stakeholders to understand and document in-scope business processes. The BA feels there are gaps between process steps.What should the BA do to close the gaps or confirm the process steps?

Conduct elimination with stakeholders regarding their parts of the process.

Review the documentation to ensure that information gathered about the process is correct.

Using strategy analysis, define models of how gaps in the business process can be resolved.

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

Reiterate the project objectives and the KPIs that will be tracked.

Describe work with other companies that has solved similar problem.

Ensure the workshop schedule consider tome zone and language differences.

Reiterate the project objectives and the KPIs that will be tracked.

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 questions and document the answers, make suggestions based on previous project success, and provide a meeting agenda period to each session>

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.

Ask questions and document the answers, make suggestions based on previous project success, and provide a meeting agenda period to each session>

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.

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.

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 Salesforce Account Executive to release the idea early.

Ask the development team to build a custom solution based on the idea.

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?

Review department procedures and consult the org chart.

Create an entity relationship diagram.

A business analysis (BA) is creating a business flowchart to review with a customer service team that is using service team that is using Service Cloud. The team is organized by the products and the regions they support.Which step should the BA include e in the business flowchart?

Capture decision steps and different outcomes.

Illustrate which fields are integrated with an external system.

Set limits to the scope that will be documented.

Cloud Kicks (CK) needs to integrate the industry standard due-diligence in its sales process to verify customers in Sales Cloud. CK asks the business analyst (BA) to identify which stage in the sales process the industry standard due-diligence should be embedded.What should the BA do to meet the requirement?

Develop a process map as a base, work with stakeholders to understand the trigger point, and locate the stage.

Identify the triggers, locate the stage, and add the standard due-diligence as a subprocess.

Locate the stage, add the standard due-diligence as a subprocess, and set the trigger point.

The business analyst (BA) at Northern Trail Outfitters is helping to improve the process for handling customer returns using Salesforce. The BA has completed a current state process map to identify areas for improvement. The BA plans to present ideas for a future state return handling process to the larger project team.What should the BA present to the team in a way that is relatable and invites discussion, feedback, and ideas?

A story using personas to illustrate potential solutions

A prototype for a specific business outcome

Detailed technical documentation with annotations

A story using personas to illustrate potential solutions

Northern Trail Outfitters is implementing Marketing Cloud. Stakeholders are having a difficult time conceptualizing how Marketing Cloud uses insights to create journeys. The Business analyst (BA) has been asked to show stakeholders how it works so the implementation project can move forward. Timelines are two tight to present a demo, and approval from stakeholders is needed soon in order to keep the project on track.What should the BA do to help stakeholders visualize how it will work?

Schedule a storyboarding session.

Create a UPN (Universal Process Notation) diagram.

Schedule a storyboarding session.

Universal Containers is focused on an initiative to streamline its channel management processes. Due to the level of complexity, the business analyst (BA) will gather and document the key points in preparation to build a more detailed process map.Which diagram should the BA use in this case?

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

Northern Trail Outfitters follows an Agile methodology for its Marketing Cloud projects. The project team creates several types of documents.Which document should a business analyst use to. capture the software and behavioral requirements of the application?

Functional requirements specification

System requirements specification

Cloud Kicks is planning to create a new Service Cloud console app for its services team to resolve issues with delayed shipments to customers. The business analyst (BA) wrote the user stories based on a written list of requirements provided by the manager of the services team. Upon stakeholder review with the entire services team, many of the user stories were rejected and the BA had to revise them.When the BA wrote the initial user stories, what was the likely cause of the issue?

The project team failed to discuss the user stories as a group.

The user stories focused on well-defined personas.

The project team failed to discuss the user stories as a group.

The acceptance criteria of the user stories were too specific.

Salesforce Certified Business Analyst Practice Test 4 - Free Online Exam Prep & Questions

Question 1 / 40

Universal Containers is developing a new recruitment app using Service Cloud. The project team has started writing user stories including:

'As a human resources (HR) manager, I need to document the progress of a candidate's submission so I can manage the candidate's application throughout the recruiting process.'

What is one definition of done for this user story?

The Candidate Status field can be updated.

The acceptance criteria has been approved.

The Candidate object has Edit access.

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Salesforce Certified Business Analyst Practice Test 4

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