Salesforce Salesforce Certifications CERTIFIED-BUSINESS-ANALYST Questions & Answers

• Question 141:

  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?

  A. The user stories focused on well-defined personas.

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

  C. The acceptance criteria of the user stories were too specific.

  Correct Answer: B

  The likely cause of the issue was that the project team failed to discuss the user stories as a group before writing them. This could lead to misunderstandings, misalignment, or missing information among the stakeholders and the business analyst. The best practice for writing user stories is to collaborate with all relevant stakeholders and use techniques such as brainstorming, story mapping, or story splitting to elicit and prioritize user needs. The user stories should also be validated and reviewed by all stakeholders before finalizing them. The user stories focusing on well-defined personas is not a likely cause of the issue because personas are useful tools to represent different types of users and their goals, needs, and pain points. The acceptance criteria of the user stories being too specific is not a likely cause of the issue because acceptance criteria are statements that define how to verify that a user story is completed and meets the user's expectations. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-certification-prep/user-stories

• Question 142:

  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.

  Correct Answer: A

• Question 143:

  Northern Trail Outfitters (NTO) has completed a project with a third-party event organization platform to enhance its MVP Experience Site. Many features were left in the project backlog. NTO's IT team is beginning a new phase of work on the Experience Site to build additional features requested by business stakeholders and wants to include the items that were left in the backlog in the first phase.

  How should the business analyst coordinate the user stories to most efficiently manage the new project timeline?

  A. Include existing and new user stories to be completed within the duration of the project. Hire additional developers to accommodate both work streams to prevent delays within the schedule sprints.

  B. Reprioritize existing and new user storks to place the stories into each sprint of the project. Return an equivalent: amount of lower priority work to the project backlog,

  C. Prioritize user stories for the new enhancements for the initial sprints of the project to accommodate business stakeholder requests. Complete existing user stories in the final sprint of the project.

  Correct Answer: C

• Question 144:

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

  A. Describe work with other companies that has solved similar problems.

  B. Ensure the workshop schedule consider tome zone and language differences.

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

  Correct Answer: A

  The best practice for establishing credibility and conveying empathy with stakeholders during discovery sessions is to ensure the workshop schedule considers time zone and language differences. This shows respect and sensitivity to the stakeholders' preferences and needs, and helps to avoid potential misunderstandings or conflicts. It also helps to build rapport and trust with the stakeholders, and encourages their participation and engagement. The other options are either irrelevant or ineffective. Option A does not address the stakeholders' needs or expectations, and may come across as boastful or arrogant. Option C does not convey empathy or understanding, and may be too repetitive or boring. References: https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-discovery/plan-and-facilitate-discovery-sessions

• Question 145:

  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?

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

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

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

  Correct Answer: B

  This answer points out that the previous VP's requirements may differ from those of the new executive as the largest risk with this approach of using the inherited requirements in lieu of a traditional discovery process for a Sales Cloud implementation. Requirements are statements that describe what a solution must do or have to meet the needs and expectations of the stakeholders or users. Requirements may change over time due to various factors, such as business goals, market trends, customer feedback, or stakeholder preferences. Using the previous VP's requirements without validating them with the new executive may result in a solution that does not align with their vision, strategy, or value proposition. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-user-stories-to-capture-requirements

• Question 146:

  Which permission is required to create, delete, refresh or activate a Sandbox?

  A. Sandbox Editor

  B. Environment Manager

  C. System Administrator

  D. Manage Sandbox

  Correct Answer: D

  The Manage Sandbox permission is required to create, delete, refresh or activate a Sandbox. Sandbox Editor, Environment Manager, and System Administrator are not valid permissions in Salesforce. References: https://help.salesforce.com/s/articleView?id=sf.data_sandbox_manage.htmandtype=5

• Question 147:

  The business analyst (BA) working with the contract renewal team at Cloud kicks has mapped out is current renewal process, the BA has noted where representatives are inputting contract information from PDF document which is introducing errors an inaccurate date into Salesforce.

  Which type of inefficiency is happening during this step in the process?

  A. Avoidance

  B. Manual effort

  C. Duplication

  Correct Answer: B

  The type of inefficiency that is happening during this step in the process is manual effort. Manual effort is a type of inefficiency that occurs when a task or activity requires human intervention or input that could be automated or eliminated.

  Manual effort can lead to errors, delays, inconsistencies, or redundancies in the process. In this case, the representatives are inputting contract information from PDF documents into Salesforce manually, which introduces errors and

  inaccurate data into Salesforce. References:

  https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-process-mapping/identify-inefficiencies-in-a-process

• Question 148:

  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.

  Correct Answer: B

  A definition of done is a set of criteria that determines when a user story is completed and ready for deployment. It typically includes technical, functional, and quality aspects of the user story, such as code quality, unit testing, documentation, performance, security, and usability. One possible definition of done for this user story is "The Candidate Status field can be updated." This criterion checks if the functionality of updating the candidate's submission progress is working as expected and meets the user's need. References: https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-user-stories/define-done

• Question 149:

  During a discovery workshop, it was identified that the solution needs to meet all legal accessibility standards (for example, ADA, Section 508, WCAG, etc.). How should a business analyst document this need and ensure it is applied universally across the solution?

  A. Create a functional requirement for accessibility standards.

  B. Create a user story for accessibility standards.

  C. Create a non-functional requirement for accessibility standards.

  Correct Answer: C

• Question 150:

  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?

  A. Ask each project team member to complete a survey, create a project plan, and delegate roles and responsibilities to stakeholders.

  B. Outline previous project experience, record and take notes for every meeting, and limit communication to weekly updates.

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

  Correct Answer: C

  Some communication best practices that a BA should follow to become a trusted advisor to UC stakeholders are: Ask questions and document the answers: This helps to understand the stakeholders' needs, expectations, pain points, goals, and priorities. It also shows interest and curiosity in their perspectives and opinions, and helps to clarify any assumptions or ambiguities. Make suggestions based on previous project success: This helps to demonstrate expertise and experience in Salesforce implementations, and provide valuable insights and recommendations for UC stakeholders. It also shows confidence and credibility in delivering solutions that meet their needs. Provide a meeting agenda prior to each session: This helps to set clear expectations and objectives for each meeting, and ensure that all relevant topics are covered. It also shows respect for the stakeholders' time and availability, and helps to keep the meeting focused and productive. References: https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-stakeholder-management/communicate-with-stakeholders