Salesforce Salesforce Certifications CERTIFIED-BUSINESS-ANALYST Questions & Answers

• Question 251:

  The Salesforce team at Cloud Kicks (CK) is reviewing the sales team s business processes. During a review session, the business analyst notices that quantifiable benchmarks have yet to be established.

  Why is it a best practice to establish benchmarks to evaluate existing processes?

  A. Proves processes are out of date and require a new solution

  B. Compares processes against CK's closest competitors

  C. Shows tangible impact from changes to processes

  Correct Answer: C

  The best practice to establish benchmarks to evaluate existing processes is to show tangible impact from changes to processes. Benchmarks are quantifiable measures that can be used to compare current performance with desired performance or best practices. They can help CK evaluate how effective its sales processes are, identify gaps or opportunities for improvement, and measure the results or benefits of process changes. Proving processes are out of date and require a new solution is not a best practice, but a potential outcome of benchmarking. Comparing processes against CK's closest competitors is not a best practice, but a possible source of benchmarking data. References: https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/business-process-mapping https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/user-acceptance

• Question 252:

  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?

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

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

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

  Correct Answer: A

  This answer states that reviewing the services team's goals, initiatives, strategies, and obstacles is what the BA should do to determine if the current solution of implementing an Experience Site that allows customers to view Knowledge articles and submit cases is adding value to UC's business. Goals are what the services team wants to achieve or accomplish in terms of business outcomes or benefits. Initiatives are what the services team plans to do or implement to achieve their goals. Strategies are how the services team executes or delivers their initiatives. Obstacles are what prevents or hinders the services team from achieving their goals, implementing their initiatives, or executing their strategies. Reviewing the services team's goals, initiatives, strategies, and obstacles means that the BA analyzes and documents these elements related to implementing an Experience Site that allows customers to view Knowledge articles and submit cases. Reviewing the services team's goals, initiatives, strategies, and obstacles is what the BA should do to determine if the current solution is adding value to UC's business because it helps the BA to measure and evaluate the performance and impact of the current solution against these elements. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-stakeholder-engagement-skills

• Question 253:

  Cloud Kicks has invited stakeholders from multiple departments and roles to participate in its latest Salesforce project. Each stakeholder's experiences and priorities for the project are different which causes tension within the team and a lack of clarity around project direction.

  What should the business analyst do to help the team work together more effectively?

  A. Encourage leadership to share their vision for the project, and ask the larger team to focus feedback only on the key objectives, pain points, and requirements outlined by leaders

  B. Limit participation in key project discovery, requirements, and solutioning meetings to leadership. and engage the larger team to answer questions directly/ related to their roles when needed.

  C. Lead the stakeholders in creating a team agreement that assigns project roles and outlines how the team will collaborate, disagree, develop trust, and define success

  Correct Answer: C

  The best way for a business analyst to help the team work together more effectively is to lead them in creating a team agreement that assigns project roles and outlines how the team will collaborate, disagree, develop trust, and define success. This will help them align on common goals, expectations, and norms, and resolve any conflicts or misunderstandings. Encouraging leadership to share their vision for the project and ask the larger team to focus feedback only on the key objectives, pain points, and requirements outlined by leaders may create a top-down approach that ignores other stakeholder perspectives or needs. Limiting participation in key project discovery, requirements, and solutioning meetings to leadership and engaging the larger team to answer questions directly related to their roles when needed may create a siloed approach that reduces collaboration or buy-in. References: https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/collaboration-with-stakeholders

• Question 254:

  A new employee at Universal Containers just sent the business analyst (BA) a Slack message with an attachment named User_Stories_v37_final final _final.docx.

  Which best practice should the BA train the employee on first time?

  A. Use standard naming conventions.

  B. Use acceptance criteria to define success.

  C. Use a version control repository.

  Correct Answer: A

• Question 255:

  Universal Containers is currently doing user acceptance testing for a global customer service project that leverages Service Cloud. A stakeholder is executing a test case for a specific user story. The stakeholder has provided this feedback:

  1.

  The functionality described in the test case is working as expected.

  2.

  The stakeholder wants to change the label of several fields described in the test case.

  3.

  The stakeholder wants to add two new fields that were excluded from the test case.

  Which step should the business analyst take next?

  A. Acknowledge the feedback, update the existing user story to include the field changes, and assign the user story back to the technical team for immediate development.

  B. Acknowledge the feedback, create a new test case that includes the field changes, and assign the test case hack to the stakeholder far immediate testing.

  C. Acknowledge the feedback, create a new user story that includes the field changes, and ask the stakeholder to update the existing test case to show it was successfully tested.

  Correct Answer: C

  This answer suggests acknowledging the feedback, creating a new user story that includes the field changes, and asking the stakeholder to update the existing test case to show it was successfully tested as the next step for the BA after receiving this feedback from a stakeholder during user acceptance testing for a global customer service project that leverages Service Cloud. Acknowledging the feedback shows respect and appreciation for the stakeholder's input and involvement. Creating a new user story that includes the field changes helps to capture and prioritize the new requirements, and avoid scope creep or impact on other user stories. Asking the stakeholder to update the existing test case to show it was successfully tested helps to validate and document that the functionality described in the test case is working as expected. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-user-stories-to-capture-requirements

• Question 256:

  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.

  A. The user stories were save outside of a shared repository

  B. The definition of done of the user stories was unclear.

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

  Correct Answer: A

  This answer states that saving user stories outside of a shared repository is why UC's development team reports they are unable to confirm which user stories are ready to be built after receiving verbal acceptance of all user stories by the product owner and setting their status to `Ready for Development' on a spreadsheet by UC's BA. A shared repository is a common or central location where documents or files can be stored, accessed, and updated by multiple users or teams. Saving user stories outside of a shared repository means that the BA stores user stories in a place where they are not visible or available to other users or teams, such as their personal computer, email, etc. Saving user stories outside of a shared repository is why UC's development team reports they are unable to confirm which user stories are ready to be built because it prevents them from seeing or accessing the latest version or status of user stories, and it creates confusion or inconsistency among them. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-stakeholder-engagement-skills

• Question 257:

  Universal Containers is developing a new recurring app utilizing Lightning screen flows. The business analyst (BA) has started writing user stores in a repository. The project lead has edited user stories in the DevOps tool to make them more complete.

  What should the BA do to understand which user stories were modified?

  A. Review the approval history.

  B. Review the change sets history

  C. Review the version control history.

  Correct Answer: C

  The business analyst should review the version control history to understand which user stories were modified by the project lead. Version control is a system that records changes to a file or set of files over time so that you can recall specific versions later. Version control can help track who made what changes, when, and why. It can also help compare different versions, merge changes, resolve conflicts, and restore previous versions. The business analyst should use a version control system to store and manage their user stories in a repository and review the version control history to see the edits made by the project lead. Reviewing the approval history is not a good option because it would only show who approved or rejected the user stories, not who modified them or how. Reviewing the change sets history is not a good option because it would only show what metadata components were deployed or retrieved between orgs, not what user stories were modified or how. References: https://trailhead.salesforce.com/en/content/learn/modules/org-development-model/get-to-know-org-development

• Question 258:

  Northern Trail Outfitters has a large Salesforce org with sales, marketing, and billing teams pushing for the development of a large number of items in the backlog.

  Which management process should the business analyst suggest to help the teams align on their competing priorities?

  A. Integrated Definition for Process Description Capture Method (IDEF3)

  B. Vision, Values, Methods, Obstacles, and Measures (V2MOM)

  C. Business Process Modeling Notation (BPMN)

  Correct Answer: B

  The management process that the business analyst should suggest to help the teams align on their competing priorities is Vision, Values, Methods, Obstacles, and Measures (V2MOM). V2MOM is a framework that helps to define and communicate a shared vision and strategy for a project or organization. V2MOM stands for Vision (what you want to achieve), Values (what's important to you), Methods (how you will get it done), Obstacles (what might stand in your way), and Measures (how you will know when you're successful). V2MOM helps to align teams on their common goals and priorities, as well as track their progress and results. References: https://trailhead.salesforce.com/content/learn/modules/v2mom-align-your-vision-and-values/v2mom-introduction

• Question 259:

  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.

  Correct Answer: C

• Question 260:

  A business analyst (BA) Is coordinating a User Acceptance Testing (UAT) session focused on Service Cloud enhancements.

  Which resource Is critical for the BA to include in UAT?

  A. Support agents

  B. System developers

  C. Quality assurance testers

  Correct Answer: A

  Support agents are critical for the BA to include in UAT because they are the end users of the Service Cloud enhancements and can validate whether the solution meets their needs and expectations. System developers and quality assurance testers are important for the development and testing phases, but they are not essential for UAT, which is focused on the business requirements and user feedback. References: Learn About User Acceptance Testing Unit, [User Acceptance Testing Strategies for Large Data Volume Scenarios], [Role of the BA in User Acceptance Testing]