Question # 1
| A Salesforce business analyst (BA) has recently joined a new project to improve the Sales
Cloud implementation at Cloud Kicks. The BA wants to quickly introduce new functionality
to impress the customer.
Which action should the BA take? |
| A. Demo standard features and elicit feedback from the customer. | | B. Update the page layouts to show the most relevant information at the top. | | C. Scope the development of an integration with enterprise resource planning (ERP) |
A. Demo standard features and elicit feedback from the customer.
Explanation:
The action that the business analyst should take to quickly introduce new functionality to
impress the customer is to demo standard features and elicit feedback from the customer.
Demoing standard features means showing the customer how Sales Cloud can provide
out-of-the-box functionality that meets their needs or expectations without requiring
extensive customization or development. Eliciting feedback means asking the customer for
their opinions or suggestions on how Sales Cloud can improve their sales process or
performance. Demoing standard features and eliciting feedback helps to quickly introduce
new functionality to impress the customer by demonstrating the value and benefits of Sales
Cloud, as well as engaging and involving the customer in the solution design and delivery.
Question # 2
| 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. A sales rep can view current information directly in the Lead and Contact records. | | B. A sales rep needs to have the CRM widget installed in the Lead and Contact Record Page Layout. | | C. Install a CRM widget to allow sales reps to view information in the Lead and Contact
records. |
A. A sales rep can view current information directly in the Lead and Contact records.
Explanation: This answer provides an example of good acceptance criteria for the
scenario of integrating Salesforce with the largest online professional network. Acceptance
criteria are statements that define the conditions that a solution must meet to be accepted
by the stakeholders or users. Acceptance criteria should be clear, concise, testable, and
measurable. This answer meets these criteria by stating what a sales rep can do (view
current information), where they can do it (in the Lead and Contact records), and how they
can verify it (directly).
Question # 3
| 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? |
| A. Conduct elimination with stakeholders regarding their parts of the process. | | B. Review the documentation to ensure that information gathered about the process is
correct. | | C. Using strategy analysis, define models of how gaps in the business process can be
resolved. |
C. Using strategy analysis, define models of how gaps in the business process can be
resolved.
Explanation: This answer states that conducting elicitation with stakeholders regarding
their parts of the process is what the BA should do to close the gaps or confirm the process
steps after conducting a group workshop with stakeholders to understand and document in scope
business processes. Elicitation is a technique that involves asking questions,
gathering information, or observing behaviors to understand the needs, expectations, and
goals of the stakeholders or users. Conducting elicitation with stakeholders can help the BA
to clarify any ambiguities, resolve any conflicts, verify any assumptions, and validate any
information regarding their parts of the process.
Question # 4
| A sales manager at Cloud Kicks recently learned about Salesforce Macros and believes
service agents could benefit from the feature. The sales manager created the following
user story: "As a service agent I want Salesforce Macros to complete repetitive tasks
faster."
What should the business analyst change to improve the user story? |
| A. Replace the specific feature with a goal. | | B. Change the user story to the sales manager persona | | C. Add a quantifiable reason why the feature is needed |
C. Add a quantifiable reason why the feature is needed
Explanation: The user story should include a quantifiable reason why the feature is
needed. This helps to define the value or benefit that the user expects from the feature,
and provides a basis for prioritizing, testing, and accepting the user story. A quantifiable
reason should be specific, measurable, achievable, realistic, and time-bound. For example,
“As a service agent I want Salesforce Macros to complete repetitive tasks faster so that I
can reduce my average case resolution time by 10%.” The other options are either
irrelevant or incorrect. Option A does not improve the user story, but rather makes it vaguer
and ambiguous. Option B does not improve the user story, but rather changes the user role
and perspective.
Question # 5
| The finance team is rolling out a new sales process in Sales Cloud for opportunities that
are Closed/Won. After meeting with the team, a business analyst (BA) realizes that several
requirements for the new process will need further refinement.
What should the BA use to keep track of changes to the process documents? |
| A. Communication template | | B. Business backlog | | C. Version control |
C. Version control
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Questions People Ask About Certified-Business-Analyst Exam
Salesforce Business Analyst is a professional who bridges the gap between business needs and technical solutions within the Salesforce ecosystem. They analyze business processes, identify areas for improvement, and recommend Salesforce-based solutions to optimize workflows, enhance customer experiences, and achieve organizational goals.
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