A business analyst (BA) discovers that universal Containers automated case assignments in Service Cloud. UC uses case assignment rules to route cases to predefined team. The UC leadership team wants to improve how cases are routed.What should the BA recommend to help the resolve a common obstacle?

Document the current case assignment process.

Minimize case escalations to reduce time to resolution.

Migrate from case assignment riles to Omni-Channel.

Document the current case assignment process.

Universal Containers wants to build a simple activity capture process for leads. One of the objectives is to minimize technical debt and inherit new features of the Salesforce Platform in future releases.What should the business analyst recommend to meet the requirements'

Standard object for activity capture, screen Flow user interface

Standard object for activity capture, custom Lightning Web Component user interface

Custom object for activity capture, custom Lightning web component user interface

Sales managers at Northern Trail Outfitters (NTO) have received feedback from sales reps that record pages are slow and often take longer to load when using the app on the phone. The business analyst (BA) has been asked to evaluate NTO's org to find out which pages are the slowest to load when using the app on the phone.What is the first step the BA should take to help resolve the issue?

Use performance analyzer to view the assessment.

Create a new page layout for the phone.

Use performance analyzer to view the assessment.

Confirm steps to reproduce the issue.

The service Center at Universal Containers is deploying a new case management solution. Management has asked the project team to prepare for end user training. The project team consists of an admin and a business analyst (BA).Which task should be assigned to the BA?

Create user training materials.

The business analyst (BA) At universal Containers is writing user stories for its Salesforce Field Service implementation.What should the BA evaluate to understand the understand the risk level of the user stories?

Scope, resource, and documentation impact

Team, budget, and timeline impact

Technical, operational, and regulatory impact

A sales manager at Universal Containers (UC) customized all of their list views on the Account object to include a new field. Although they have multiple list views. The sales manager prefers to keep the recently viewed list as their default list. When the manager realize they are unable to modify the recently viewed list, they reach out to UC's Salesforce team for help?What are the next steps the business analyst should take?

Document the desired outcome and research the impact of making a change.

Recommend that the user submit a ticket related to the field creation.

Research AppExchange solution that offer customization options.

Document the desired outcome and research the impact of making a change.

Northern Trail Outfitters is undergoing a service Cloud implementation and has decided to use the Scrum methodology for the implementation. A business analyst (BA) received an urgent, high-priority change request in the middle of a sprint.Which step should the BA take next?

Add the change request to the prioritized for the next sprint.

Begin working on the change request as soon as the team has capacity.

Add the change request to the prioritized for the next sprint.

De-prioritize some user stories and add the change request to the current sprint.

Universal Containers recently launched a solution that leverages Service Cloud for its North America (NA) customer support team. Planning has started for the second phase of the project which will expand the solution to include the Asia Pacific (APAC) customer support team. The APAC readership team has indicated that its processes are similar to the NA team. The APAC team wants to see the high-level process areas that were used for the NA team so it car scope the key priorities for the overall business. The business analyst (BA) has scheduled a meeting with the APAC team. ,Which action should the BA take during the meeting?

Review the capability model from the NA Implementation.

Share individual user stories from the NA implementation.

Review the capability model from the NA Implementation.

Demo the end-to-end solution from the NA implementation.

The Business analyst (BA) at Universal Container wants to improve the case process in Salesforce after feedback customer abut resolution time.The BA tacks the user story, request details, and configuration changes in a repository.What is a benefit of tracking user stories in this way?

Multiple project team members can make and view revisions.

It links all changes to Salesforce metadata.

The development team can work parallel on the same requirement.

A cloud Kicks business analyst (BA) is conducting user interviews with the support team as part of a migration to Salesforce. Serval users indicate they use multi-factor authentication (MFA) on their phones to log in to existing systems. Other users have located they access existing systems with only username and password.

Bring the requirement to the product owner's attention.

Select the requirement used by the majority of the support team.

verify the requirement with the security team.

Bring the requirement to the product owner's attention.

Cloud Kicks (CK) is expanding and has many different departments in manufacturing and delivery. CK needs to prepare for a new Sales Cloud implementation for it, 6,000 users. To increase adoption, the business analyst (BA) wants to break down existing sides between the manufacturing and delivery departments.Which planning approach should the ISA take to get buy-in from users?

Document user requirement from each department during discovery sessions.

Recombined clear owners up for the platform and identity executive sponsors.

Assign a team to start building a prototype of product functionality.

Document user requirement from each department during discovery sessions.

Northern Tail Outfitters has fixed a business analyst (BA to help revamp the order management process. During the backlog regiment session, the BA discovers the few user satires are no longer needed.What should the BA do next?

Review these user stones in the backlog at the next sprint retrospective.

Cancel these user stones and remove them from the backlog.

Move these user stones to the button of the backlog.

Review these user stones in the backlog at the next sprint retrospective.

Business users at cloud kicks have just completed user acceptance testing for a Commence cloud implementation. The senior executives want to understand has successful testing was and have asked the business analyst to calculate the success rate.How is the success rate calculated?

number of passed test cases divided by total number of test cases

Number of failed test cases divided by total number of test cases

Total number of test cases divided by number of passed test cases

number of passed test cases divided by total number of test cases

The business analyst (BA) is preparing for the initial requirements gathering workshops with Cloud Kicks on a new Sales Cloud project. The BA has identified the stakeholders, reviewed the project scope, and scheduled each workshop.Which key steps should the BA take next?

Identify persona, document the current state, and purpose the future state.

Document the current state, offer a survey to stakeholder, and propose the future state.

Document the current state, email it to attendees with an agenda, and propose the future state.

The product owner at Cloud Kicks wants to know which user stories fail user acceptance testing (UAT) and the potential impact on other successful use stories. Currently, user stories are stored in a shared spreadsheet.What should a business analyst recommend to ensure UAT result are document security?

Enable history in the shared spreadsheet.

Give all stakeholder the ability to edit the shared spreadsheet.

Ask each tester to admit share spreadsheet.

Enable history in the shared spreadsheet.

A lead business analyst (BA) for a Service Cloud implementation at Universal Containers has a strict deadline. Both the client's execute team and the project manager are eager to complete the discovery phase of the project and begin developer.What are the key activities that the BA must complete prior to beginning development?

Eliciting requirements, documenting requirements, analyzing information, facilitating solutions

Eliciting requirements, analyzing requirements, facilitating solutions, implementing solutions

Eliciting requirements, writing user stories, implementing solutions, Testing solutions

Eliciting requirements, documenting requirements, analyzing information, facilitating solutions

The project manager for Universal Container tells the business analyst (BA) that the developers on the team are having trouble understanding what to build because the acceptance criteria for the Sales Cloud user stories are confusing.How should the BA respond to the feedback effectively?

Ask for specific examples to review.

Recommend additional training resources.

Ask for specific examples to review.

Confirm that best practices are being followed.

The delivery team at Cloud Kicks is getting ready to demonstrate some new Sales Cloud functionality for a project's stakeholders. The business analyst has prepared a demo script, created test data in the sandbox, and tested the new functionality.Which additional activity is most likely to result in a successful sprint demo?

Exporting a backup copy of the demo data

The business analyst at Cloud Kicks received verbal acceptance of all user stories by the product owner and set the status of the user stories to ''Ready for Development'' on a spreadsheet. The development team later reports are unable to confirm which user stories are ready to be built.

The user stories were save outside of a shared repository

The definition of done of the user stories was unclear.

The user stories were linked to the incorrect business process map.

Universal Container wants to implement a solution to help it track and analyze its carbon emission in an effort to meet its new initiatives. The CEO has reached out to the product development team for assistance. The business analyst (BA) has begun exploring potential solutions based on the requirements.What should the BA do first?

Review relevant apps on the AppExchange

Investigate building a custom app.

Use CRM Anal Analyst actionable insights.

Review relevant apps on the AppExchange

During a discovery session with several stakeholders from universal Container (UC) services team, the business analyst (BA) learned that UC recently implemented as Experience Site that allows customers to view Knowledge article and submit cases. The stakeholders have asked for suggestions to determine if the current solution is adding value to the business.What should the BA recommend?

Review the services team's goal' initiatives, strategies, and obstacles.

Review the Einstein Article Recommendations feature in the services team's org.

Review user stories on the services team's development backlog.

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)

The customer service director at Universal Containers wants a self-service portal for customers using Experience Cloud. The director has a limited budget and wants the solution delivered before the end of the quarter.After assessing several potential options, which solution should the business analyst recommend?

The solution with the highest business value

The solution with the lowest cost

The solution with the fastest implementation time

The solution with the highest business value

During a requirements workshop, the marketing team mentions they need help reporting on their marketing effort return on investment (ROI). They ask for a new field on the Opportunity object named 'Customer Origin'.What should the business analyst do next?

Ask follow-up questions to determine if standard Salesforce functionality around Leads, Campaigns, and Opportunities could meet this need.

Explain to the customer that the workshop is focused on documenting requirements, rather than solutioning, and write down their pain points

Write the user story: As a marketer, I need to track customer origin on Opportunity so that I can report on the ROI of our marketing efforts.

Ask follow-up questions to determine if standard Salesforce functionality around Leads, Campaigns, and Opportunities could meet this need.

Northern Trail Outfitters has gone through significant growth, moved several business units into Salesforce, and added hundreds of users.Which key principle should a business analyst follow to help prioritize feature requests from various business units?

Define roles, responsibilities, and processes.

Give priority to the earliest requested dates.

Find and install a backlog grooming app from AppExchange.

Define roles, responsibilities, and processes.

Salesforce Certified Business Analyst Practice Test 7 - Free Online Exam Prep & Questions

The business analyst (BA) at Cloud Kicks (CK) is writing user stones for an upcoming Commerce Cloud website release. One of the requirements from the technical team is to perform stress testing for an upcoming promotion. The BA is translating the requirement into a user story.

Which user story most accurately represents the goal?

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Salesforce Certified Business Analyst Practice Test 7

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