Salesforce Certified Business Analyst Exam Practice Test: 100% Verified
Questions & Answers
At Universal Containers, a business analyst (BA)r solution architect, lead developer, quality assurance
lead, and other team members need access to user stories as part of the Agile lifecycle of enhancements
to a Marketing Cloud integration project.What should the BA do to give all team members access and
visibility to the most recent user stories as the project is in motion?
A. Define a common repository to hold all user stories and track changes over time.
B. Allow each team member to merge - ANSWER:A. Define a common repository to hold all user stories
and track changes over time.
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'
A. The acceptance - ANSWER:A. The acceptance criteria is too vague.
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. Definiti - ANSWER:B. Definition of done
Which of the following User Management terms is best described by this definition: " Record created to
identify a new employee that starts accessing Salesforce"
, A. Profiles
B. Salesforce characters
C. Users
D. Roles - ANSWER:C. Users
Universal Containers has scheduled a meeting with stakeholders, business analysts (BAs), and technical
resources to review user stories. A BA reviews the user stories in advance of the meeting and notices
that some best practices have been ignored. The first user story is focused on escalating cases in Service
Cloud:"The customer service agent needs the ability to escalate a case so they can assign high-risk cases
to tier 2 support for faster resolution." Acceptance Criteria:1. Add permission se - ANSWER:C. The
''what'' of the acceptance criteria is negotiable.
Cloud Kicks (CK) has expressed concerns about the distribution process for a new line of shoes, because
the company consistently misses its targeted delivery dates. CK asks the business analyst (BA) to uncover
the issue and propose a business solution.What should the BA do next?
A. Review future state distribution processes for CK.
B. Explore how retailers similar to CK handle distribution.
C. Shadow an operations team member at the CK distribution facility - ANSWER:B. Explore how retailers
similar to CK handle distribution.
The business analyst at Universal Containers is helping the team transition from workflow rules to flows.
The work has been built and it is time to kick off user acceptance testing (UAT).What is the goal of UAT?
A. To ensure what was originally requested is being delivered
B. summarize the overall ask and determine what is in scope
Questions & Answers
At Universal Containers, a business analyst (BA)r solution architect, lead developer, quality assurance
lead, and other team members need access to user stories as part of the Agile lifecycle of enhancements
to a Marketing Cloud integration project.What should the BA do to give all team members access and
visibility to the most recent user stories as the project is in motion?
A. Define a common repository to hold all user stories and track changes over time.
B. Allow each team member to merge - ANSWER:A. Define a common repository to hold all user stories
and track changes over time.
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'
A. The acceptance - ANSWER:A. The acceptance criteria is too vague.
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. Definiti - ANSWER:B. Definition of done
Which of the following User Management terms is best described by this definition: " Record created to
identify a new employee that starts accessing Salesforce"
, A. Profiles
B. Salesforce characters
C. Users
D. Roles - ANSWER:C. Users
Universal Containers has scheduled a meeting with stakeholders, business analysts (BAs), and technical
resources to review user stories. A BA reviews the user stories in advance of the meeting and notices
that some best practices have been ignored. The first user story is focused on escalating cases in Service
Cloud:"The customer service agent needs the ability to escalate a case so they can assign high-risk cases
to tier 2 support for faster resolution." Acceptance Criteria:1. Add permission se - ANSWER:C. The
''what'' of the acceptance criteria is negotiable.
Cloud Kicks (CK) has expressed concerns about the distribution process for a new line of shoes, because
the company consistently misses its targeted delivery dates. CK asks the business analyst (BA) to uncover
the issue and propose a business solution.What should the BA do next?
A. Review future state distribution processes for CK.
B. Explore how retailers similar to CK handle distribution.
C. Shadow an operations team member at the CK distribution facility - ANSWER:B. Explore how retailers
similar to CK handle distribution.
The business analyst at Universal Containers is helping the team transition from workflow rules to flows.
The work has been built and it is time to kick off user acceptance testing (UAT).What is the goal of UAT?
A. To ensure what was originally requested is being delivered
B. summarize the overall ask and determine what is in scope
