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Question # 1
The business analyst (BA) at Universal Containers is also its primary system admin. The BA knows that version is mandatory when it comes to releasing. What is the most efficient process for the BA to track the changes they are committing?
A. Agile planning
B. DevOps
C. Metadata backups
Question # 2
The business analyst at Northern Trail Outfitters receives a requirement from the CRM manager to have visibility into their team's queues to monitor open cases. Which user story meets this requirement?
A. As a CRM manager, I need a record-triggered flow to view my team's work queues so 1
can monitor their open tickets.
B. As a CRM manager, I need to see my team’s work queues so I can monitor their open tickets.
C. As a user, I need to see case queue to monitor my team's work.
Question # 3
The business analysis (BA) at Northern Trail Outfitters is assigned to a project to help revamp its Experience Cloud implementation. When assessing the existing process, which type of diagram should the BA use to identify waste within and between processes?
A. Suppliers, Inputs, Process, Outputs, Customers (SIPOC) Map
B. Detailed Process Map
C. Value Stream Map
Question # 4
Northern Trail Outfitter is eliciting feedback from a small number of key stakeholders within the organization for improvements to the current opportunity pipeline process. One of the stakeholders has a tendency to dominate the conversation which takes the group off topic and interfaces with meeting the objective. How should the business analyst collaborate with the key stakeholder's?
A. Conduct individual interviews to gather input.
B. Conduct a group brainstorming session to generate ideas.
C. Conduct a focus group to identify pain points.
Question # 5
Cloud Kicks will launch a new customer experience portal. During discussions with the VP of customer service, a business analyst (BA) recorded the following: • All logins must use multi-factor authentication (MFA). • Portal pages should load within 2 seconds. How should the BA document the items?
A. functional requirement
B. Non-functional requirement
C. User story
Question # 6
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?
A. Minimize case escalations to reduce time to resolution.
B. Migrate from case assignment riles to Omni-Channel.
C. Document the current case assignment process.
Question # 7
Sales leadership at 230Cloud Kicks (CK) is concerned about the limited adoption of Salesforce at the company. Salesforce implementation includes many custom pages. Multiple users have complained about wa.t.ng a long time for key functionality to display
A. Monitor the Lightning Usage App.
B. Run the Lightning page layout.
C. Enable Debug Logs.
Question # 8
A business analyst (BA) at Northern Trail Outfitters is assigned to a project to help revamp the case management process. The BA has gathered requirements and finished the first draft of user stories. What should the BA use to assess the quality of a user story?
A. INVEST checklist
B. Numerical framework
C. Gap analysis document
Question # 9
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 m the middle of a sprint. Which step should the BA take next?
A. Add the change request to the backlog to be prioritized for the next sprint.
B. De-prioritize some user stones and add the change request to the current sprint.
C. Begin working on the change request as soon as the team has capacity.
Question # 10
A new employee at Universal Containers just sent the business analyst (BA) a Slack message with an named User3tories_v37_final_final_final.docx. Which best practice should the 6A train the employee on fir
A. Use standard naming conventions.
B. Use acceptance criteria to define success.
C. Use a version control repository.
Question # 11
Cloud Kicks (CK) faces challenges with accurate reporting and metrics to use when CK schedules service agent shifts. The VP of service is unsure how the challenges can be solved in Salesforce. Which analysis should a business analyst perform?
A. Strategy Analysis
B. Stakeholder Analysis
C. Enterprise Analyst
Question # 12
Which Information should the BA gather during the initial discovery meeting?
A. Employee review cycle for the support team
B. Limitations of the current support process
C. A Contact information for key stakeholders
Question # 13
A business analyst JBA) for Northern Trail Outfitters (NTO) is reviewing the business backlog and determines that many of the requirements would require custom code that is expensive and hard to maintain. The BA knows that the backlog should be prioritized by people who have knowledge of the features and functionary of the Salesforce Platform. Who should own the process of prioritizing the business backlog?
A. The third-party implementation team, with support from the internal technology teams
affected by the project who understand NTO's vision and strategy
B. The business teams affected, with support from the internal technology teams who understand ways to maximize Salesforce’s declarative features
C. The project manager, with support from the third-party implementation and business teams who understand both platform and business priorities.
Question # 14
The quality assurance (QA) team at Cloud Kicks is reviewing user stones to write test scripts. The QA team is having difficulty with a specific story where a modification to an existing flow is needed for a custom object. The QA team is unable to discern what needs to be tested as a result of the updated flow. What should the business analyst review and revise to provide more clarity to the QA team?
A. The who, what, and why of the user story
B. The acceptance criteria of the user story
C. The definition of done of the user story
Question # 15
Universal Containers is transitioning to Slack as its internal communication tool and is ready to release. What is the final step that a business analyst should perform during the user acceptance testing process that would ensure a "go" decision?
A. Complete development on bugs discovered during this phase.
B. Get written sign-off from all business stakeholders.
C. Conduct a final retrospective meeting with the project team.
Question # 16
A business analyst (BA) is reviewing the risks associated With a proposed solution leveraging Cases and Support Queues, and the effect that those risks might have on the project timeline. Which type of analysis is the BA performing?
A. Enterprise Analysis
B. Strategy Analysis
C. Stakeholder Analysis
Question # 17
A business analyst (BA) at Northern Trail Outfitters (NTO) is assigned to a project to help revamp n process. The current process used by the sales team is different than the process outlined in NTO’s documentation. Which step should the BA take first?
A. Create an Entity Relationship Diagram (ERD) of the current state.
B. Meet with stakeholders as a group to capture future requirements.
C. Meet with stakeholders as a group to understand the current state.
Question # 18
Over the past month, a business analyst (BA) has worked with various stakeholders at Cloud Kicks to document requirements for an upcoming Tableau implementation. A stakeholder suggested a revision to the requirements. The BA sent the updated requirements to the stakeholders and they signed off. Where should the BA track this milestone?
A. Statement of work
B. Change log
C. Sprint plan
Question # 19
The project manager for a new project at Northern Trail Outfitters (NTO) wants the business analyst (BA) to obtain alignment on goals and strategies across NTO's organization, using NTO's documentation, the BA begins to understand NTO's strategies but needs more information. Which methodology should help the BA obtain the required information?
A. V2MOM (Vision. Values, Methods, Obstacles, Measures)
B. RACI (Responsible, Accountable, Consulted, Informed)
C. SMART (Specific, Measurable, Achievable, Relevant, Time-bound)
Question # 20
Cloud Kicks wants managers to be able to approve time-off requests in Salesforce. A business analyst (BA) wrote the following: User Story. "As a manager, I want to communicate the status of time-off requests with employees so that I can increase employee satisfaction.' • A manager can change the status of the request • A manager can send a comment to the employee about their request. • The solution must be intuitive. Why does the BA need to make a change to improve the user story'
A. The acceptance criteria is too vague.
B. The user story is too large to test.
C. The acceptance criteria should be solution focused.
Question # 21
Cloud Kicks has decided to implement a case management process through Service Cloud. A business analyst (BA) has been tasked with writing requirements for this new feature. Which process should the BA follow to draft and finalize the requirements?
A.
1. Review information from the discovery.
2. Ask clarifying questions.
3. Draft requirements.
4. Share requirements with the technical so they can begin building.
5. Create user acceptance criteria and test cases.
B.
1. Review information from the discovery.
2. Draft requirements.
3. Ask clarifying questions.
4. Draft user stories.
5. Share user stories with the technical team so they can begin building.
C. 1. Review information from the 2. Ask clarifying questions. 3. Draft requirements. 4. Refine and confirm requirements. 5. Prioritize which requirements will be included in the minimum viable product.
Question # 22
The development team at Universal Containers is reviewing several stories to be added to the current sprint. The team is having trouble with a particular story about an Opportunity email alert and is unsure about which type of testing is needed. What should the business analyst review and revise to provide more clarity to the team?
A. Definition of done
B. User persona
C. Acceptance criteria
Question # 23
Universal Containers is planning to implement Commerce Cloud to sell more products. The business analyst working on this project has gathered requirements and is translating them into user stories. What should the user story focus on?
A. Sales margins
B. Customer experience
C. Product functionality
Question # 24
The business analyst (BA) at Cloud Kicks is working on improving the company's Service Cloud deployment. The BA wants to leverage Universal Process Notation (UPN) to document the current process. What is one benefit of using UPN in this scenario?
A. Complex processes can be documented with 20 or more activity boxes.
B. A single activity box can answer Who, What, When, Why, and How.
C. Key parts of a process can be easily identified by using different shapes.
Question # 25
Northern Trail Outfitters has decided to implement Sales Cloud. A business analyst (BA) has been assigned to document the requirements for this project. What should the BA include in these requirements?
A. Detailed documentation of technical solution
B. Test scripts to validate requirements
C. High-level description of required functionality
Question # 26
Northern Trail Outfitters (NTO) wants to address a recent group of complaints it received from the service team The NTO Salesforce team was alerted Chat the current routing process is preventing cases from reacting the correct service team without manual intervention. Which action should the business analyst take to best understand and document the and recommend a future state?
A. Organize a brainstorming session with service team leadership.
B. Engage in a live process modeling exercise with the service team.
C. Review individual surveys and questionnaires from the service team.
Question # 27
The Cloud Kicks admin is getting ready to release a record-triggered flow that autogenerates Renewal Opportunity Order Line Items once an Opportunity is Closed/Won for a sales team user story. During user acceptance testing, what should the business analyst do to ensure the solution fulfills the needs of the sales team?
A. Draft a list of test cases and scripts and choose "Run flow as another user'' to debug the
flow as a sales team user to identify and fix bugs.
B. Choose subject matter experts as testers and prepare a sandbox with quality test data, test cases, and scripts that match real-world scenarios.
C. Collaborate with the admin and a power user to test the flow for scalability, robustness,
and maintainability in a sandbox.
Question # 28
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'
A. Standard object for activity capture, screen Flow user interface
B. Standard object for activity capture, custom Lightning Web Component user interface
C. Custom object for activity capture, custom Lightning web component user interface
Question # 29
Universal Containers has chosen to leverage Experience Cloud to create an engaging site for its customers. The business analyst (6A) leading this project needs to validate that the requirements meet the goal. What should the BA do to ensure alignment?
A. Survey customers to confirm whether the new site meets their requirements.
B. Circulate the requirements to stakeholders, incorporate feedback, and obtain sign-off.
C. Conduct a whiteboarding session to ensure the requirements are accurate.
Question # 30
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?
A. Conduct user training.
B. Create user training materials.
C. Set up users for training.
Question # 31
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?
A. The Candidate Status field can be updated.
B. The acceptance criteria has been approved.
C. The Candidate object has Edit access.
Question # 32
The VP of customer success at Northern Trail Outfitters wants to implement a new client onboarding process leveraging custom objects and a custom Console Lightning App. Which approach should a business analyst take to begin this process?
A. Partner with Salesforce account executives to complete discovery.
B. Schedule a meeting with stakeholders and create a journey map.
C. Develop the project plan and finalize the release date.
Question # 33
Cloud Kicks hired a new business analyst (BA) to join an experienced cross-functional team that has successfully delivered high-quality Salesforce solutions to global stakeholders. The BA wants to quickly become a trusted advisor to the team. What should the BA do?
A. Focus on the task at hand instead of on individual team members.
B. Avoid exposing one's own mistakes to the team.
C. Tell the truth in difficult situations.
Question # 34
Universal Containers is integrating its enterprise resource planning (ERP) with Salesforce to gain inventory visibility for the sales team. One of the user stories for this project is: ‘’As a sales rep, I want to be able to find containers dose to my customer so I can tell them which products they can receive quicklyWhich acceptance criteria is most appropriate for this story?
A. Sales rep can see the inventory closest to a customer with a quick action.
B. As a sales rep, I see the Inventory closest to a customer.
C. Sales rep can see the inventory closest to a customer
Question # 35
Business analyst (BA) at Universal Containers looks at the user stories for a new implementation of the for salesforce Customer Data Platform (CDP) and notices they are too large. The BA recommends that the large Dries be broken down into smaller stories which will decrease the future level of effort for subsequent ac. Which activity will be mast impacted by breaking down the user stories?
A. Estimation
B. Defining the persona
C. Acceptance criteria
Question # 36
A business analyst (BA) at Cloud Kicks is preparing for a user acceptance testing (UAT) session to release a record-triggered flow that notifies account and opportunity owners once a quote has been accepted. What should the BA do during UAT to ensure the solution meets the requirements?
A. Work with subject matter experts to perform UAT in a sandbox.
B. Work with the solution architect to perform unit testing in a sandbox.
C. Work with the quality assurance (QA) team to perform UAT in a sandbox.
Question # 37
Universal Containers (UC) has several teams working on a new application in Salesforce. Unfortunately, during the release process, it was discovered that the teams had overwritten each others changes. What should JC use to prevent this from happening in the future?
A. Code review sessions
B. Version control system
C. Change set deployments
Question # 38
Cloud Kicks (CK) needs to implement an event management system within Salesforce. After researching potential solutions, a managed package meets the majority of CK s business requirements. However, the CRM director has expressed a desire to heavily customize an open source solution. Which benefit of using a managed package versus an open source solution should the business analyst share to help the CRM director make a decision?
A. Managed packages are easily customizable to meet CK's exact requirements.
B. Managed packages are updated automatically with each Salesforce Release.
C. Each version of a managed package on the AppExchange undergoes a security review.
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