Salesforce Salesforce Certifications CERTIFIED-BUSINESS-ANALYST Questions & Answers

• Question 21:

  The project team at Cloud Kicks is under a tight deadline to implement a new Service Cloud feature. The business analyst (BA) has received feedback from the customer that the existing functionality is difficult to use. The BA wants to better understand the customer's pain points before writing requirements.

  Which document should the BA use?

  A. Journey map

  B. Process map

  C. Capability map

  Correct Answer: A

  This answer states that using a journey map is what the BA should use to better understand the customers pain points before writing requirements for Cloud Kicks who will launch a new customer experience portal. A journey map is a diagram that shows how a customer interacts with an organization across different touchpoints or channels over time. A journey map can help the BA to better understand the customers pain points by identifying where, when, why, and how the customer experiences frustration, dissatisfaction, or difficulty with the current service or solution. A journey map can also help the BA to empathize with the customer and to design a better customer experience that meets their needs and expectations. References: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-stakeholder-engagement-skills

• Question 22:

  Cloud Kicks needs to revamp its support process to improve the customer experience and has asked the Service Cloud team to collaborate with the business analyst (BA). The BA has scheduled an initial live process mapping session with all stakeholders and received the following calendar responses:

  

  What should the BA do?

  A. Hold a one-on-one diagram session with each stakeholder before the workshop.

  B. Proceed with the workshop as scheduled with the stakeholders who are available.

  C. Cancel the workshop and reschedule it to a date when ail stakeholders ace available.

  Correct Answer: C

  This answer states that canceling the workshop and rescheduling it to a date when all stakeholders are available is what the BA should do after receiving the calendar responses for an initial live process mapping session with all stakeholders

  for revamping its support process to improve the customer experience. A process mapping session is a collaborative activity where the BA and the stakeholders work together to document and analyze the current state of a business process,

  identify pain points and opportunities, and design the future state of the process. Canceling the workshop and rescheduling it can help the BA to ensure that all stakeholders are present and engaged in the session, and that their input and

  feedback are captured and considered.

  References:

  https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-process-mapping-to-understand-your-business

• Question 23:

  The sales teams at Universal Containers (UC) want to add a custom field to a page layout. The IT manager reminds the business analyst (BA) that UC uses the Application Lifecycle Management (ALM) process. The addition of the custom field and subsequent release to everyone in the organization must follow this process.

  What is the first step in the ALM process that should be taken?

  A. Gather requirements and analyze them.

  B. Obtain a change order from the customer.

  C. Add a custom field to a page layout in a sandbox.

  Correct Answer: A

  This answer states that gathering requirements and analyzing them is the first step in the Application Lifecycle Management (ALM) process that should be taken for adding a custom field to a page layout in a sandbox for Universal Containers.

  ALM is a framework that defines and manages the stages involved in developing, testing, deploying, and maintaining a software application. ALM typically consists of these steps: gather requirements and analyze them, design and build

  solutions, test solutions, deploy solutions, and maintain solutions. Gathering requirements and analyzing them means that the BA identifies and understands the business needs and expectations of the stakeholders or users, and defines what

  the solution must do or have to meet them.

  References:

  https://trailhead.salesforce.com/en/content/learn/modules/application-lifecycle-and-development-models

• Question 24:

  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

  Correct Answer: C

  The document that the BA should review and revise to provide more clarity to the team is acceptance criteria. Acceptance criteria are statements that define what conditions or requirements must be met for a user story or sprint to be accepted by the user or stakeholder. Acceptance criteria help to clarify the scope, functionality, and quality of the user story or sprint, provide a basis for testing and validating the work done, and ensure that it meets the user's needs and expectations. By reviewing and revising acceptance criteria for the user story about an Opportunity email alert, the BA can provide more clarity to the team about what type of testing is needed. References: https://trailhead.salesforce.com/en/content/learn/modules

• Question 25:

  In what phase of the four application lifecycle milestones does this action belong? Communicate Changes, Update Profiles and Communicate end of Changes.

  A. Build

  B. Deploy

  C. Test

  D. Plan

  Correct Answer: B

  Communicate Changes, Update Profiles and Communicate end of Changes are actions that belong to the Deploy phase of the four application lifecycle milestones. The Deploy phase involves moving changes from one environment to another and ensuring proper communication with stakeholders and end users. The Build phase involves creating solutions using declarative or programmatic tools based on requirements and design specifications. The Test phase involves verifying functionality, performance, security, and usability of solutions using various testing methods and tools. The Plan phase involves defining project scope, objectives, deliverables, resources, timeline, and risks. References: https://trailhead.salesforce.com/content/learn/modules/application-lifecycle-and-development-models/understand-the-application-lifecycle https://trailhead.salesforce.com/content/learn/modules/application-lifecycle-and-development-models/ choose-a-development-model

• Question 26:

  As part of the digital transformation at Cloud Kicks, company leaders have decided to adopt Service Cloud as its CRM platform for customer service and support. Executive directors are supportive of the initiative, but end users are

  unconvinced and prefer to remain on the current platform.

  What should the business analyst do to gam the end users' cooperation?

  A. Respond to end users with empathy and accommodate their needs; translate the end users' needs into technical requirements; and deliver the project to the developers to implement the solution.

  B. Use an assertive influencing style; demonstrate authority and expertise; outline the project objectives; and make sure end users know that the decision has been made and the time to make changes has passed.

  C. Identity key stakeholders and develop relationships with them as a trusted advisor; involve stakeholders and end users in the design of the new solution; and act as a liaison between business and technical teams.

  Correct Answer: C

  The best way for a business analyst to gain the end users' cooperation is to identify key stakeholders and develop relationships with them as a trusted advisor; involve stakeholders and end users in the design of the new solution; and act as a liasion between business and technical teams. This will help them understand their needs and expectations, demonstrate value and benefits, and facilitate communication and feedback. Responding to end users with empathy and accommodate their needs; translating the end users' needs into technical requirements; and delivering the project to the developers to implement the solution may be too reactive or passive without addressing the root causes of resistance or ensuring alignment. Using an assertive influencing style; demonstrating authority and expertise; outlining the project objectives; and making sure end users know that the decision has been made and the time to make changes has passed may be too aggressive or authoritative without building trust or rapport. References: https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/collaboration-with-stakeholders

• Question 27:

  Cloud Kicks is creating a new lead conversion process in Sales Cloud. During a recent sprint, the business analyst created user stories related to the Opportunity object. Test scripts were created for the lead conversion process. All of the test scripts passed and the new functionality was deployed. After deployment, end users reported error messages when manually creating new Opportunities.

  Which area of user acceptance testing (UAT) was overlooked?

  A. Functionality on interconnected objects should be part of UAT.

  B. Several teams should be part of UAT to represent multiple viewpoints.

  C. End users who are experts in that functionality should participate in UAT.

  Correct Answer: A

• Question 28:

  After completing the most recent sprint, a key stakeholder reached out to the business analyst (BA) with some feedback about the Opportunity reporting functionality shown in the QA org during the sprint demo:

  1.

  The stakeholder was Impressed with how easy it was to create reports about their Opportunity data.

  2.

  The stakeholder noticed a misspelled column name in the Opportunity Funnel report.

  3.

  The stakeholder wants to add five additional fields to the Opportunity Funnel report.

  Which actions should the BA take?

  A. Thank them for their feedback, update the misspelled column name in the QA org, and log an enhancement for the five additional fields.

  B. Thank them for their feedback, log a bug for the misspelled column name, and add the five new fields to the report in the QA org.

  C. Thank them for their feedback, log a bug for the misspelled column name, and log an enhancement for the five additional fields.

  Correct Answer: C

  According to the Salesforce Business Analyst Certification Prep, the business analyst's role in user acceptance is to facilitate the feedback loop between the development team and the business stakeholders. The BA should log any issues or change requests that are identified during the UAT sessions and prioritize them according to the project scope and timeline. A misspelled column name is a minor defect that should be logged as a bug and fixed before the release. Adding five additional fields to the report is a new requirement that should be logged as an enhancement and evaluated for the next sprint or release. The BA should thank the stakeholder for their feedback and communicate the status of their requests.

  References: Salesforce Certified Business Analyst Exam Questions, Salesforce Business Analyst Certification Practice Quiz and Sample Questions, Explore User Acceptance Unit

• Question 29:

  Universal Containers (UC) has brought in a business analyst (BA) to help implement an expensive AppExchange product in its Salesforce org to optimize the sales pipeline. The BA is free to speak to anyone at UC to gather the information they need to ensure success. The BA decides to speak to the stakeholders who are most impacted.

  Which key stakeholder(s) should the BA speak to first?

  A. VP of sales

  B. Sales Users

  C. IT leaders

  Correct Answer: A

• Question 30:

  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.

  Correct Answer: B

  The final step that a business analyst should perform during the user acceptance testing process that would ensure a "go" decision is to get written sign-off from all business stakeholders. Written sign-off means obtaining formal approval or confirmation from the business stakeholders that the system or solution meets their requirements or expectations and is ready to be released to production. Written sign-off helps to ensure a "go" decision by demonstrating that the system or solution has passed all the tests or validations, as well as resolving any issues or risks that may prevent the release. Written sign-off also helps to document and communicate the completion and acceptance of the user acceptance testing process. References: https://trailhead.salesforce.com/content/learn/modules/user-acceptance-testing-video/learn-about-user-acceptance-testing