Salesforce Business Analyst
Certification Exam Question &
Answers ( UPDATE )
What's a proven way to help executives understand how
new processes or products can enable change?
A. Thoroughly describe the system configuration details.
B. Keep the conversation strictly focused on what the
existing system can do.
C. Describe how the system can enable business
innovation and help customers. - CORRECT ANSWERS
✔✔c. Describe how the system can enable business
innovation and help customers. (Framing the discussion
around innovation and helping customers is the most
likely way to motivate executives to enable change.
When a business analyst is creating a journey map, what
assumptions are needed to get started?
A. Why you're doing it and who you're focusing on
B. What the project specifications are and who will use it
C. What you want and what the business needs -
CORRECT ANSWERS ✔✔A. Why you're doing it and
who you're focusing on (These assumptions help a BA
focus and ensure that the journey map is relevant)
What is an effective way for a business analyst to learn
about a customer's challenges?
,Salesforce Business Analyst
Certification Exam Question &
Answers ( UPDATE )
A. Review the customer's tax statement from the last 10
years
B. Read recent industry reports in trade publications
C. Survey brand fans on social media - CORRECT
ANSWERS ✔✔B. Read recent industry reports in trade
publications (The customer's industry challenges may
give insight into current and future trends)
Salesforce Optimizer - CORRECT ANSWERS ✔✔A tool
that takes a snapshot of a Salesforce Org and looks for
potential problems in the implementation
Personas - CORRECT ANSWERS ✔✔Fictionalized
characters in which primarily demographic characteristics
are represented
Salesforce Customer 360 - CORRECT ANSWERS
✔✔An integrated CRM platform that unites marketing,
sales, commerce, service, and IT teams with a single
shared customer view
Storyboarding - CORRECT ANSWERS ✔✔A process for
mapping out the connection between a customer's
,Salesforce Business Analyst
Certification Exam Question &
Answers ( UPDATE )
current challenges and goals for the future with realistic
next steps
To ensure effective collaboration with stakeholders, which
technique would help a business analyst maintain their
trust?
A. Facilitate workshops to gauge priorities
B. Be transparent and truthful
C. Point out lessons learned and mistakes that should be
avoided - CORRECT ANSWERS ✔✔B. Be transparent
and truthful
Why is the scope statement specification the most
fundamental deliverable on any project?
A. It clearly defines the roles and responsibilities of every
member of the project team
B. It is the document with the most details
C. It clearly defines what needs to be achieved and the
work that must be done to deliver the project - CORRECT
ANSWERS ✔✔C. It clearly defines what needs to be
achieved and the work that must be done to deliver the
project
, Salesforce Business Analyst
Certification Exam Question &
Answers ( UPDATE )
Stakeholders want to enhance the organization's security
by requiring users to identify themselves with additional
information besides username and password. Which
capability should a business analyst add to the project
backlog?
A. Multi-factor authentication
B. Real-Time event monitoring
C. Shield platform encryption - CORRECT ANSWERS
✔✔A. Multi-factor authentication
What does a business analyst hope to learn from
documenting the current state processes?
A. How the sales process may differ from other
organizations
B. Where the process needs improvement
C. Which personnel are involved in the sales process -
CORRECT ANSWERS ✔✔B. Where the process needs
improvement
Stakeholders - CORRECT ANSWERS ✔✔Individuals
who make decisions and who have an important role in
determining the requirements for a project
Certification Exam Question &
Answers ( UPDATE )
What's a proven way to help executives understand how
new processes or products can enable change?
A. Thoroughly describe the system configuration details.
B. Keep the conversation strictly focused on what the
existing system can do.
C. Describe how the system can enable business
innovation and help customers. - CORRECT ANSWERS
✔✔c. Describe how the system can enable business
innovation and help customers. (Framing the discussion
around innovation and helping customers is the most
likely way to motivate executives to enable change.
When a business analyst is creating a journey map, what
assumptions are needed to get started?
A. Why you're doing it and who you're focusing on
B. What the project specifications are and who will use it
C. What you want and what the business needs -
CORRECT ANSWERS ✔✔A. Why you're doing it and
who you're focusing on (These assumptions help a BA
focus and ensure that the journey map is relevant)
What is an effective way for a business analyst to learn
about a customer's challenges?
,Salesforce Business Analyst
Certification Exam Question &
Answers ( UPDATE )
A. Review the customer's tax statement from the last 10
years
B. Read recent industry reports in trade publications
C. Survey brand fans on social media - CORRECT
ANSWERS ✔✔B. Read recent industry reports in trade
publications (The customer's industry challenges may
give insight into current and future trends)
Salesforce Optimizer - CORRECT ANSWERS ✔✔A tool
that takes a snapshot of a Salesforce Org and looks for
potential problems in the implementation
Personas - CORRECT ANSWERS ✔✔Fictionalized
characters in which primarily demographic characteristics
are represented
Salesforce Customer 360 - CORRECT ANSWERS
✔✔An integrated CRM platform that unites marketing,
sales, commerce, service, and IT teams with a single
shared customer view
Storyboarding - CORRECT ANSWERS ✔✔A process for
mapping out the connection between a customer's
,Salesforce Business Analyst
Certification Exam Question &
Answers ( UPDATE )
current challenges and goals for the future with realistic
next steps
To ensure effective collaboration with stakeholders, which
technique would help a business analyst maintain their
trust?
A. Facilitate workshops to gauge priorities
B. Be transparent and truthful
C. Point out lessons learned and mistakes that should be
avoided - CORRECT ANSWERS ✔✔B. Be transparent
and truthful
Why is the scope statement specification the most
fundamental deliverable on any project?
A. It clearly defines the roles and responsibilities of every
member of the project team
B. It is the document with the most details
C. It clearly defines what needs to be achieved and the
work that must be done to deliver the project - CORRECT
ANSWERS ✔✔C. It clearly defines what needs to be
achieved and the work that must be done to deliver the
project
, Salesforce Business Analyst
Certification Exam Question &
Answers ( UPDATE )
Stakeholders want to enhance the organization's security
by requiring users to identify themselves with additional
information besides username and password. Which
capability should a business analyst add to the project
backlog?
A. Multi-factor authentication
B. Real-Time event monitoring
C. Shield platform encryption - CORRECT ANSWERS
✔✔A. Multi-factor authentication
What does a business analyst hope to learn from
documenting the current state processes?
A. How the sales process may differ from other
organizations
B. Where the process needs improvement
C. Which personnel are involved in the sales process -
CORRECT ANSWERS ✔✔B. Where the process needs
improvement
Stakeholders - CORRECT ANSWERS ✔✔Individuals
who make decisions and who have an important role in
determining the requirements for a project
