Salesforce Certified Business Analyst Exam Practice Test, Salesforce Certified Business Analyst Exam Practice Test | 175 Questions | With 100% Correct Answers.
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- 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. Answer- 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- 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- 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- 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- 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- 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- 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- 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- 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- 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- 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- 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- 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- 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?
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- 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. Answer- 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- 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- 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- 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- 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- 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- 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- 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- 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- 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- 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- 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- 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- 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?
