Salesforce Business Analyst
Certification Exam Questions with
Verified Answers
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 - Answer-B. Where the
process needs improvement
Stakeholders - Answer-Individuals who make decisions and who have an important
role in determining the requirements for a project
Elicitation - Answer-The drawing forth or receiving of information from stakeholders
or other sources
Waterfall vs. Agile - Answer-Waterfall: Creates critical paths; a project can't move
forward until a blocking issue is resolved
Agile: An iterative approach to development with regular feedback intervals
Sprint - Answer-A short, time-boxed period when a scrum team works to complete a
set amount of work
Jobs-to-be-done - Answer-is a framework based on the idea that whenever users
"hire" (i.e. use) a product, they do it for a specific "job" (i.e. to achieve a particular
outcome). The set of "jobs" for the product amounts to a comprehensive list of user
needs.
Content Audit Criteria: Objective (List 9) - Answer--Audience
-Journey Stage
-Calls to action
-Content type
-Keywords and tags
-Content owner (if known)
-Attached files, downloads, or media
-Connected content (For example, links to recommended or related information)
-Engagement and performance metrics
Content Audit Criteria: Subjective (List 6) - Answer--Customer need (what the
content helps customers achieve or understand)
-Business impact
-Accuracy
-Findability
-Usability (whether the content is clear, useful, readable, relevant, and consistent)
-Recommendation (keep, improve, or merge)
, When creating a process map, what is the first high-level step?
A. Identify the process to map
B. Gather all necessary information
C. Develop the process map - Answer-A. Identify the process to map
Which one of these options is a principle of Universal Process Notation (UPN)?
A. Limit of 8-10 activity boxes on a screen
B. Limit of 5 levels
C. No version control - Answer-A. Limit of 8-10 activity boxes on a screen
When assessing a new process, which type of diagram should be used to identify
waste within and between processes?
A. Detailed Process Map
B. SIPOC Map
C. Value Stream Map - Answer-C. Value Stream Map
SIPOC Map - Answer-Shows the elements of a process including: Suppliers, Inputs,
Process, Outputs, and Customers
Detailed Process Map - Answer-Is a flowchart that shows a drill-down version of a
process that contains all the details of each step
Value Stream Map - Answer-flowchart that documents processes and flows to help
determine which processes add value
When a business analyst maps processes, which option is a best practice?
A. Validate maps
B. Purchase mapping software
C. Focus on future state maps - Answer-A. Validate maps
Process Mapping - Answer-A framework used to create visual representations of
work processes
Visual characteristics of a Universal Process Notation (UPN) Diagram - Answer--
Activity box
-Resource
-Line with text
-Attachment
-Decision
-Drill Down
Business Process Mapping - Answer-Business process mapping creates visual
representations of business processes. A business process map includes the steps
in the process, who does what, additional context, and how success is measured
Improved Process - Answer-Identify quick process improvement wins, some of which
can be implemented without system changes
Certification Exam Questions with
Verified Answers
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 - Answer-B. Where the
process needs improvement
Stakeholders - Answer-Individuals who make decisions and who have an important
role in determining the requirements for a project
Elicitation - Answer-The drawing forth or receiving of information from stakeholders
or other sources
Waterfall vs. Agile - Answer-Waterfall: Creates critical paths; a project can't move
forward until a blocking issue is resolved
Agile: An iterative approach to development with regular feedback intervals
Sprint - Answer-A short, time-boxed period when a scrum team works to complete a
set amount of work
Jobs-to-be-done - Answer-is a framework based on the idea that whenever users
"hire" (i.e. use) a product, they do it for a specific "job" (i.e. to achieve a particular
outcome). The set of "jobs" for the product amounts to a comprehensive list of user
needs.
Content Audit Criteria: Objective (List 9) - Answer--Audience
-Journey Stage
-Calls to action
-Content type
-Keywords and tags
-Content owner (if known)
-Attached files, downloads, or media
-Connected content (For example, links to recommended or related information)
-Engagement and performance metrics
Content Audit Criteria: Subjective (List 6) - Answer--Customer need (what the
content helps customers achieve or understand)
-Business impact
-Accuracy
-Findability
-Usability (whether the content is clear, useful, readable, relevant, and consistent)
-Recommendation (keep, improve, or merge)
, When creating a process map, what is the first high-level step?
A. Identify the process to map
B. Gather all necessary information
C. Develop the process map - Answer-A. Identify the process to map
Which one of these options is a principle of Universal Process Notation (UPN)?
A. Limit of 8-10 activity boxes on a screen
B. Limit of 5 levels
C. No version control - Answer-A. Limit of 8-10 activity boxes on a screen
When assessing a new process, which type of diagram should be used to identify
waste within and between processes?
A. Detailed Process Map
B. SIPOC Map
C. Value Stream Map - Answer-C. Value Stream Map
SIPOC Map - Answer-Shows the elements of a process including: Suppliers, Inputs,
Process, Outputs, and Customers
Detailed Process Map - Answer-Is a flowchart that shows a drill-down version of a
process that contains all the details of each step
Value Stream Map - Answer-flowchart that documents processes and flows to help
determine which processes add value
When a business analyst maps processes, which option is a best practice?
A. Validate maps
B. Purchase mapping software
C. Focus on future state maps - Answer-A. Validate maps
Process Mapping - Answer-A framework used to create visual representations of
work processes
Visual characteristics of a Universal Process Notation (UPN) Diagram - Answer--
Activity box
-Resource
-Line with text
-Attachment
-Decision
-Drill Down
Business Process Mapping - Answer-Business process mapping creates visual
representations of business processes. A business process map includes the steps
in the process, who does what, additional context, and how success is measured
Improved Process - Answer-Identify quick process improvement wins, some of which
can be implemented without system changes
