Salesforce Certified Business Analyst
Exam Practice Test, Salesforce Certified
Business Analyst Exam Practice Test
Northern Trail Outfitters (NTO) has acquired a competitor. The agreement is to migrate the
acquired company into NTG's Technological Platforms. One of its challenges is to offer a unified
customer
experience while strengthening the relationship with its customers. The business analyst (BA)
has been asked to translate the business objectives and assemble an improved and standard
customer experience.
Which strategy should the BA use to accomplish the goal?
A. Understand business objectives, define the intention and audience, conduct user experience
research, analyze the research results, and design an improved new user experience.
B. Understand business objectives, define the intention and audience, lead a journey mapping
workshop, find opportunities for improvement, and update the journey map.
C. Understand business objectives, determine company culture, evaluate processes and user
experiences, interview stakeholder - ✔✔- Answer: B
What are the business analyst's responsibilities during the analyze phase of the Salesforce
implementation lifecycle?
A. Complete testing, build training materials, and elicit requirements for the next iteration.
B. Create a data dictionary, write end user documentation, and review test scripts.
C. Gather business requirements, create process maps, and write user stories. - ✔✔- C
A business analyst (BA) is compiling a list of subject matter experts to consult throughout the
discovery for a new Service Cloud implementation. What is the primary value of the BA
speaking with customer service reps?
A. Validating current processes
B. Estimating the project cost
C. Building solution design consensus - ✔✔- Answer: A
Cloud Kicks wants to assess the efficiency of its Sales Cloud solution to eliminate unnecessary
steps and cut costs. A business analyst (BA) will give a presentation to executives to help them
understand the current state and define the future state. Which document should the BA use for
the presentation?
A. A business process model
,B. A persona journey map
C. A collection of use cases - ✔✔- Answer: A
Northern Trail Outfitters is starting a project to implement Service Cloud for the customer service
department. Which activity should be handled by a business analyst assigned to this project?
A. Work with Salesforce to purchase the necessary licenses.
B. Manage existing Salesforce applications and activities.
C. Understand current business processes and document existing functionality. - ✔✔- Answer:
C
A business analyst has been tasked with leading prototype efforts for a Salesforce project. What
is a prototype?
A. A model of a final proposed product
B. A first pass, simple sketch of an idea
C. A polished, proven solution - ✔✔- Answer: B
A new business analyst (BA) wants to follow the correct order of phases in the implementation
lifecycle on a Salesforce project. How should the BA approach the project?
A. Analyze, build, operate, deliver
B. Analyze, build, deliver, operate
C. Analyze, operate, build, deliver - ✔✔- Answer: B
A business analyst is using storytelling to communicate the vision for a Salesforce solution to
business stakeholders.
Which storytelling technique should the BA use in their initial demo of a solution to business
stakeholders?
A. Highlight a perspective from testing feedback that identifies bugs and pain points in their
business
challenges.
B. Give a perspective from a relatable persona that shows the development team can solve
their
business challenges.
C. Describe a perspective from the business requirements document that addresses
architectural
concerns based on their business challenges. - ✔✔- Answer: B
Northern Trail Outfitters (NTO) plans to significantly grow its workforce and wants to increase
the
,overall security of its Sales Cloud instance. NTO has previously implemented a complex
security solution with organization wide defaults, criteria-based sharing rules, and dozens of
user profiles.
NTO has asked a business analyst for recommendations on how to proceed. Which aspect of a
potential solution is most important for a BA to consider?
A. User adoption
B. Scalability
C. System downtime - ✔✔- Answer: A
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: C
Northern Trail Outfitters (NTO) has moved its inventory systems to Salesforce to track the
clothing it manufactures and sells. As a part of this project, NTO wants to implement several
features which will
also improve how its inventory is restocked. In order to manage the discovery phase of the
project, the project team plans to hire a business analyst
.
What should a BA do to be successful during the first phase of the project?
A. Elicit requirements, build automation, and deploy a solution,
B. Architect a solution, configure a sandbox, and build a proof of concept.
C. Elicit requirements, create flows and process diagrams, and understand business analytics. -
✔✔- Answer: C
At Cloud Kicks (CK), the marketing director's management style is results-driven. CK uses
scrum methodology when developing improvements to its Salesforce org. The director requests
urgent
enhancements in the middle of a sprint that require changes by the development team, The
director believes their needs are of the highest importance.
What should the business analyst do when disruptions to the project occur?
A. Focus on the agreed upon deliverables instead of the new requests to prevent overallocation
of resources.
B. Ask the project manager for an additional resource to implement the new requests.
, C. Interpret the requests as guidelines to be used when determining priorities for the upcoming
release. - ✔✔- Answer: C
Universal Containers just rolled out a new sales methodology and process. A month after the
initial training, the manager has noticed some reps have a large number of overdue tasks. The
manager is unsure if it's a learning curve or a system issue and has asked the business analyst
(BA) to determine the cause and recommend a solution.
Which method should the BA use to start collecting data?
A. Brainstorming and prototyping
B. Observation and interviewing
C. focus groups and workshops - ✔✔- Answer: B
The Service Center at Universal Containers (UC) uses Service Cloud and Experience Cloud to
manage its customer case lifecycle. UC wants to limit the number of interactions a customer has
during the
lifecycle. The project leader has asked the business analyst (BA) to visually illustrate the
lifecycle. Which document should the BA create?
A. Journey Map
B. Heat Map
C. Process Map - ✔✔- Answer: A
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 - ✔✔- Answer: C
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 gain the end users' cooperation?
Exam Practice Test, Salesforce Certified
Business Analyst Exam Practice Test
Northern Trail Outfitters (NTO) has acquired a competitor. The agreement is to migrate the
acquired company into NTG's Technological Platforms. One of its challenges is to offer a unified
customer
experience while strengthening the relationship with its customers. The business analyst (BA)
has been asked to translate the business objectives and assemble an improved and standard
customer experience.
Which strategy should the BA use to accomplish the goal?
A. Understand business objectives, define the intention and audience, conduct user experience
research, analyze the research results, and design an improved new user experience.
B. Understand business objectives, define the intention and audience, lead a journey mapping
workshop, find opportunities for improvement, and update the journey map.
C. Understand business objectives, determine company culture, evaluate processes and user
experiences, interview stakeholder - ✔✔- Answer: B
What are the business analyst's responsibilities during the analyze phase of the Salesforce
implementation lifecycle?
A. Complete testing, build training materials, and elicit requirements for the next iteration.
B. Create a data dictionary, write end user documentation, and review test scripts.
C. Gather business requirements, create process maps, and write user stories. - ✔✔- C
A business analyst (BA) is compiling a list of subject matter experts to consult throughout the
discovery for a new Service Cloud implementation. What is the primary value of the BA
speaking with customer service reps?
A. Validating current processes
B. Estimating the project cost
C. Building solution design consensus - ✔✔- Answer: A
Cloud Kicks wants to assess the efficiency of its Sales Cloud solution to eliminate unnecessary
steps and cut costs. A business analyst (BA) will give a presentation to executives to help them
understand the current state and define the future state. Which document should the BA use for
the presentation?
A. A business process model
,B. A persona journey map
C. A collection of use cases - ✔✔- Answer: A
Northern Trail Outfitters is starting a project to implement Service Cloud for the customer service
department. Which activity should be handled by a business analyst assigned to this project?
A. Work with Salesforce to purchase the necessary licenses.
B. Manage existing Salesforce applications and activities.
C. Understand current business processes and document existing functionality. - ✔✔- Answer:
C
A business analyst has been tasked with leading prototype efforts for a Salesforce project. What
is a prototype?
A. A model of a final proposed product
B. A first pass, simple sketch of an idea
C. A polished, proven solution - ✔✔- Answer: B
A new business analyst (BA) wants to follow the correct order of phases in the implementation
lifecycle on a Salesforce project. How should the BA approach the project?
A. Analyze, build, operate, deliver
B. Analyze, build, deliver, operate
C. Analyze, operate, build, deliver - ✔✔- Answer: B
A business analyst is using storytelling to communicate the vision for a Salesforce solution to
business stakeholders.
Which storytelling technique should the BA use in their initial demo of a solution to business
stakeholders?
A. Highlight a perspective from testing feedback that identifies bugs and pain points in their
business
challenges.
B. Give a perspective from a relatable persona that shows the development team can solve
their
business challenges.
C. Describe a perspective from the business requirements document that addresses
architectural
concerns based on their business challenges. - ✔✔- Answer: B
Northern Trail Outfitters (NTO) plans to significantly grow its workforce and wants to increase
the
,overall security of its Sales Cloud instance. NTO has previously implemented a complex
security solution with organization wide defaults, criteria-based sharing rules, and dozens of
user profiles.
NTO has asked a business analyst for recommendations on how to proceed. Which aspect of a
potential solution is most important for a BA to consider?
A. User adoption
B. Scalability
C. System downtime - ✔✔- Answer: A
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: C
Northern Trail Outfitters (NTO) has moved its inventory systems to Salesforce to track the
clothing it manufactures and sells. As a part of this project, NTO wants to implement several
features which will
also improve how its inventory is restocked. In order to manage the discovery phase of the
project, the project team plans to hire a business analyst
.
What should a BA do to be successful during the first phase of the project?
A. Elicit requirements, build automation, and deploy a solution,
B. Architect a solution, configure a sandbox, and build a proof of concept.
C. Elicit requirements, create flows and process diagrams, and understand business analytics. -
✔✔- Answer: C
At Cloud Kicks (CK), the marketing director's management style is results-driven. CK uses
scrum methodology when developing improvements to its Salesforce org. The director requests
urgent
enhancements in the middle of a sprint that require changes by the development team, The
director believes their needs are of the highest importance.
What should the business analyst do when disruptions to the project occur?
A. Focus on the agreed upon deliverables instead of the new requests to prevent overallocation
of resources.
B. Ask the project manager for an additional resource to implement the new requests.
, C. Interpret the requests as guidelines to be used when determining priorities for the upcoming
release. - ✔✔- Answer: C
Universal Containers just rolled out a new sales methodology and process. A month after the
initial training, the manager has noticed some reps have a large number of overdue tasks. The
manager is unsure if it's a learning curve or a system issue and has asked the business analyst
(BA) to determine the cause and recommend a solution.
Which method should the BA use to start collecting data?
A. Brainstorming and prototyping
B. Observation and interviewing
C. focus groups and workshops - ✔✔- Answer: B
The Service Center at Universal Containers (UC) uses Service Cloud and Experience Cloud to
manage its customer case lifecycle. UC wants to limit the number of interactions a customer has
during the
lifecycle. The project leader has asked the business analyst (BA) to visually illustrate the
lifecycle. Which document should the BA create?
A. Journey Map
B. Heat Map
C. Process Map - ✔✔- Answer: A
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 - ✔✔- Answer: C
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 gain the end users' cooperation?
