SALESFORCE BUSINESS ANALYST
CERTIFICATION EXAM PREP COMPREHENSIVE
REVIEW SOLVED QUESTIONS 2026
◉ Support managers at Cloud Kicks have received urgent feedback from
staff that record pages are slow to respond and users and growing
frustrated. The business analyst (BA) has been asked to evaluate to
determine which pages are being accessed most frequently and which
pages are the slowest to load.What is the first step the BA should take to
help resolve the issue?
A. Update page layouts in production.
B. Create a test plan for each web browser.
C. Confirm steps to reproduce the issue.. Answer: C. Confirm steps to
reproduce the issue.
◉ A business analyst (BA) at Northern Trail Outfitters is mapping a
workflow process to onboard a new user group to a Service Cloud
implementation.Which level of detail should the BA use for the process
map and why?
A. Very detailed-It should be prescriptive for new users following an
unfamiliar process.
,B. Somewhat detailed-Since the process will be repetitive, new users
will learn and remember the details.
C. Simple-A high-level overview of the process is sufficient to show a
new user experie. Answer: A. Very detailed-It should be prescriptive for
new users following an unfamiliar process.
◉ In which of the following app markets CANT the Salesforce App be
found?
A. Google Play
B. AppExchange
C. App Store. Answer: B. AppExchange
◉ Universal Containers is planning to implement Commerce Cloud to
sell more products. The business analyst working on this project has
gathered requirements and is translating them into user stories.What
should the user story focus on?
A. Sales margins
,B. Customer experience
C. Product functionality. Answer: B. Customer experience
◉ Which type of process diagram should the business analyst use at the
beginning of a Salesforce project to outline high-level process areas such
as "Prospect to Contract?
A. Capability model
B. SIPOC (Suppliers, Inputs, Process, Outputs, Customers)
C. Value stream map. Answer: B. SIPOC (Suppliers, Inputs, Process,
Outputs, Customers)
◉ The business analyst is working with a stakeholder on a Salesforce
project. The stakeholder needs an approval process on contract
submissions. Sales managers want to see all contracts when the discount
is greater than20%. They will decline any contracts with a discount that
is greater than 25%, but they want visibility into other highly discounted
contracts.Which acceptance criteria is the most effective for this
scenario?
A. A sales manager wants to be notified when a contract has been
submitt. Answer: A. A sales manager wants to be notified when a
, contract has been submitted with a discount greater than20% so the
manager can approve or decline a discounted price.
◉ Universal Containers (UC) wants to overhaul its Service Cloud
implementation and has hired a consulting company to help drive
requirements. In an effort to gain more information about the project, the
business analyst (BA) has begun to review UC's structure to understand
the functions of each department, how departments interact, and who
reports to whom within UC.Which technique is the BA using?
A. Enterprise Analysis
B. Strategy Analysis
C. Stakeholder Analysis
Hide answers/explanations. Answer: A. Enterprise Analysis
◉ Cloud Kicks wants managers to be able to approve time-off requests
in Salesforce. A business analyst (BA) wrote the following:User
Story."As a manager, I want to communicate the status of time-off
requests with employees so that I can increase employee satisfaction.'* A
manager can change the status of the request* A manager can send a
comment to the employee about their request.* The solution must be
intuitive.Why does the BA need to make a change to improve the user
story'
CERTIFICATION EXAM PREP COMPREHENSIVE
REVIEW SOLVED QUESTIONS 2026
◉ Support managers at Cloud Kicks have received urgent feedback from
staff that record pages are slow to respond and users and growing
frustrated. The business analyst (BA) has been asked to evaluate to
determine which pages are being accessed most frequently and which
pages are the slowest to load.What is the first step the BA should take to
help resolve the issue?
A. Update page layouts in production.
B. Create a test plan for each web browser.
C. Confirm steps to reproduce the issue.. Answer: C. Confirm steps to
reproduce the issue.
◉ A business analyst (BA) at Northern Trail Outfitters is mapping a
workflow process to onboard a new user group to a Service Cloud
implementation.Which level of detail should the BA use for the process
map and why?
A. Very detailed-It should be prescriptive for new users following an
unfamiliar process.
,B. Somewhat detailed-Since the process will be repetitive, new users
will learn and remember the details.
C. Simple-A high-level overview of the process is sufficient to show a
new user experie. Answer: A. Very detailed-It should be prescriptive for
new users following an unfamiliar process.
◉ In which of the following app markets CANT the Salesforce App be
found?
A. Google Play
B. AppExchange
C. App Store. Answer: B. AppExchange
◉ Universal Containers is planning to implement Commerce Cloud to
sell more products. The business analyst working on this project has
gathered requirements and is translating them into user stories.What
should the user story focus on?
A. Sales margins
,B. Customer experience
C. Product functionality. Answer: B. Customer experience
◉ Which type of process diagram should the business analyst use at the
beginning of a Salesforce project to outline high-level process areas such
as "Prospect to Contract?
A. Capability model
B. SIPOC (Suppliers, Inputs, Process, Outputs, Customers)
C. Value stream map. Answer: B. SIPOC (Suppliers, Inputs, Process,
Outputs, Customers)
◉ The business analyst is working with a stakeholder on a Salesforce
project. The stakeholder needs an approval process on contract
submissions. Sales managers want to see all contracts when the discount
is greater than20%. They will decline any contracts with a discount that
is greater than 25%, but they want visibility into other highly discounted
contracts.Which acceptance criteria is the most effective for this
scenario?
A. A sales manager wants to be notified when a contract has been
submitt. Answer: A. A sales manager wants to be notified when a
, contract has been submitted with a discount greater than20% so the
manager can approve or decline a discounted price.
◉ Universal Containers (UC) wants to overhaul its Service Cloud
implementation and has hired a consulting company to help drive
requirements. In an effort to gain more information about the project, the
business analyst (BA) has begun to review UC's structure to understand
the functions of each department, how departments interact, and who
reports to whom within UC.Which technique is the BA using?
A. Enterprise Analysis
B. Strategy Analysis
C. Stakeholder Analysis
Hide answers/explanations. Answer: A. Enterprise Analysis
◉ Cloud Kicks wants managers to be able to approve time-off requests
in Salesforce. A business analyst (BA) wrote the following:User
Story."As a manager, I want to communicate the status of time-off
requests with employees so that I can increase employee satisfaction.'* A
manager can change the status of the request* A manager can send a
comment to the employee about their request.* The solution must be
intuitive.Why does the BA need to make a change to improve the user
story'
