Salesforce Salesforce Certifications CERTIFIED-BUSINESS-ANALYST Questions & Answers

• Question 171:

  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?

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

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

  C. Streamline testing by limiting the number of testers involved.

  Correct Answer: B

  The business analyst should write test scripts that reflect real life and cover the requirements to help prevent gaps from being discovered after go live. Test scripts are step-by-step instructions on how to execute a test scenario on a specific user or level of access using expected inputs and outputs. Test scripts should reflect real life situations that users may encounter when using the solution in production, such as creating cases, updating records, generating reports, etc. Test scripts should also cover all the requirements that were defined for the project or enhancement, as well as any exceptions or variations that may occur. Writing test scripts that reflect real life and cover the requirements can help ensure that the solution works as intended and meets stakeholder needs. References: https://trailhead.salesforce.com/content/learn/modules/user-acceptance-testing-video/create-test-scripts

• Question 172:

  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. A prototype for a specific business outcome

  B. Detailed technical documentation with annotations

  C. A story using personas to illustrate potential solutions

  Correct Answer: C

• Question 173:

  One retail location of Cloud Kicks has been getting complaints from shoppers about being unable to find items in the store. The general manager has asked IT to configure tablets for the sales clerks so they can move freely around the store to assist customers.

  The IT team writes a functional requirement:

  Tablets running the Salesforce mobile app must allow users to access store inventory records which include current item count and item location.

  Which user story should the business analyst write to describe the functional requirement?

  A. As a sales clerk, I want to see item availability and locations to help customers find items.

  B. As a general manager, I want sales clerks to have tablets so they can help customers find items.

  C. As a customer, I want sales clerks to have access to item availability to help them find items.

  Correct Answer: A

  The user story that the business analyst should write to describe the functional requirement is:

  As a sales clerk, I want to see item availability and locations to help customers find items.

  This user story follows the standard format of "As a , I want so that ". The role is "sales clerk", the goal is "to see item availability and locations", and the reason is "to help customers find items". This user story is

  concise, focused, and valuable to the user and the customer. It does not specify how the goal will be achieved or implemented, which will be defined later in the acceptance criteria or design phase. References: https://

  trailhead.salesforce.com/content/learn/modules/user-story-creation/write-user-stories

• Question 174:

  Universal Containers has asked a business analyst (BA) to assist the sales management team with a request for a new picklist field called "Lost Reason" on the Opportunity object with the goal of improving pipeline reports. After mapping the

  managers to the sales leader persona and obtaining feedback from them, the BA has discovered that the managers want to better understand Closed/Lost Opportunities so they can help sales teams close more deals.

  Which option should the BA use to construct the user story?

  A. As a sales leader, I want to see more details on Closed/Lost Opportunities so I can help the sales team improve close rates.

  B. As a sales team member, I need additional enablement training and reporting information to help the improve close rates.

  C. AS a sales leader, I need a new "Closed/Lost Reason" picklist field on Opportunities and better reports to help the sales team improve close rates.

  Correct Answer: A

  This answer provides an example of how to construct the user story for creating a new picklist field called "Lost Reason" on the Opportunity object with the goal of improving pipeline reports, using this format: As a , I want ,

  so that . This answer defines the persona as "sales leader", who is likely to be one of the main users or beneficiaries of this feature. It also defines the goal as "see more details on Closed/Lost Opportunities", which is what they want

  to accomplish with this feature. Finally, it defines the value as "help the sales team improve close rates", which is why they want to accomplish this goal and how they will measure success.

  References:

  https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-user-stories-to-capture-requirements

• Question 175:

  Universal Containers is working to improve Salesforce adoption. Customer service 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 to increase Salesforce adoption?

  A. Host focus groups, conduct surveys, and shadow the sales reps to observe the tools they use and how they use them.

  B. Run reports based on usage to see where the sales reps are spending the majority of their time in Salesforce.

  C. Arrange for the sales reps to collaborate with customer service reps to learn service reps interact with Salesforce.

  Correct Answer: A

  The best practice for understanding the sales reps process in order to increase Salesforce adoption is to host focus groups, conduct surveys, and shadow the sales reps to observe the tools they use and how they use them. These methods help to elicit feedback and insights from the sales reps, understand their pain points and needs, identify the gaps and opportunities in their current process, and demonstrate the value and benefits of using Salesforce. The other options are either insufficient or irrelevant. Option B does not capture the sales reps' perspectives or preferences, and may not reflect their actual usage of Salesforce. Option C does not address the sales reps' process or challenges, and may not be applicable or effective for them. References: https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-discovery/plan-and-facilitate-discovery-sessions

• Question 176:

  The sales team at Cloud Kicks is rolling out a new sales methodology. To incorporate the requested changes, the business analyst working with the technical team identifies several integrations that touch the Opportunity object and could be impacted by the changes. The project manager wants the solution to include unit testing, code reviews, and functional testing.

  What does the project team need to agree upon to ensure the work is ready to be deployed?

  A. Entity relationship diagram

  B. Definition of done

  C. User acceptance criteria

  Correct Answer: B

  The project team needs to agree upon a definition of done to ensure that the work is ready to be deployed. 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. A definition of done helps to ensure that the work meets the expected standards and quality,

  satisfies the user's needs and expectations, and aligns with the project goals and scope.

  References:

  https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-user-stories/define-done

• Question 177:

  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.

  Correct Answer: C

  This answer states that migrating from case assignment rules to Omni-Channel is what the BA should recommend to help UC resolve a common obstacle for addressing a recent group of complaints from UC's service team about automated case assignments in Service Cloud. Case assignment rules are a feature that allows an organization to automatically assign cases to predefined queues or users based on certain criteria, such as case origin, case type, case priority, etc. Omni-Channel is a feature that allows an organization to automatically route work items (such as cases, leads, chats, etc.) to available agents based on their capacity, skills, availability, etc. Migrating from case assignment rules to Omni-Channel is what the BA should recommend to help UC resolve a common obstacle for addressing complaints about automated case assignments in Service Cloud because it helps UC to improve how cases are routed by matching them with the most qualified and available agents, rather than relying on manual intervention or predefined rules. References: https://trailhead.salesforce.com/en/content/learn/modules/service-cloud-agent-productivity/service-cloud-agent-productivity-omni-channel

• Question 178:

  Universal Containers (UC) uses a Salesforce org. UC is merging with a sister company that uses a different CRM. The incoming sales team is reluctant to change to a different process. The business analyst (BA) has been asked to help reach consensus and drive adoption.

  Which group is well positioned to help the BA secure alignment for the initiative?

  A. System admin and project manager

  B. Power users and top sales earners

  C. Executive sponsors and sales leadership

  Correct Answer: B

  This answer identifies executive sponsors and sales leadership as the group that is well positioned to help the BA secure alignment for the initiative. Executive sponsors and sales leadership are key stakeholders who have the authority,

  influence, and interest in the project. They can help the BA communicate the vision, benefits, and expectations of the new process, and address any resistance or concerns from the incoming sales team.

  References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-stakeholder-engagement-skills

• Question 179:

  Cloud Kicks (CK) plans to establish a Center of Excellence (CoE).

  How will CK benefit from using a CoE to define the long-term vision for its Salesforce org?

  A. CK will be better able to prioritize across teams and streamline processes.

  B. CK will get insights to current business processes.

  C. CK will develop a process to gather feedback from end users regularly.

  Correct Answer: A

• Question 180:

  Northern Trail Outfitters (NTO) is working with an implementation partner to transform its customer support team with Service Cloud. A new business analyst (BA) who is a replacement from the partner was introduced to NTO stakeholders

  during the discovery phase of the project. The new BA is still getting to know each of the stakeholders when they start the requirements workshop. The BA asks a stakeholder a discovery question and they seem irritated.

  What should the BA do to build trust with the stakeholder as the project continues?

  A. Set up a casual meeting to create a personal connection with the stakeholder.

  B. Reset project expectations at the next meeting with the stakeholder.

  C. Ask an executive sponsor to address the stakeholder's concerns.

  Correct Answer: A

  The business analyst should set up a casual meeting to create a personal connection with the stakeholder to build trust with them as the project continues. A casual meeting is an informal conversation that allows the business analyst and the stakeholder to get to know each other better, share their backgrounds and interests, and establish rapport and empathy. A casual meeting can help to ease any tension or frustration that may have arisen during the discovery session, as well as show respect and appreciation for the stakeholder's input and feedback. References: https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/stakeholder-management