2025/2026
Salesforce Business Analyst Certification
Current Exam Questions and Correct Verified
Answers
Q: What's a proven way to help executives understand how new
processes or products can enable change?
A. Thoroughly describe the system configuration details.
B. Keep the conversation strictly focused on what the existing
system can do.
C. Describe how the system can enable business innovation and help
customers.
Ans: c. Describe how the system can enable business
innovation and help customers. (Framing the discussion
around innovation and helping customers is the most likely
way to motivate executives to enable change.
Q: When a business analyst is creating a journey map, what
assumptions are needed to get started?
A. Why you're doing it and who you're focusing on
1
, 2025/2026
B. What the project specifications are and who will use it
C. What you want and what the business needs
Ans: A. Why you're doing it and who you're focusing on
(These assumptions help a BA focus and ensure that the
journey map is relevant)
Q: What is an effective way for a business analyst to learn about a
customer's challenges?
A. Review the customer's tax statement from the last 10 years
B. Read recent industry reports in trade publications
C. Survey brand fans on social media
Ans: B. Read recent industry reports in trade publications
(The customer's industry challenges may give insight into
current and future trends)
Q: Salesforce Optimizer
2
, 2025/2026
Ans: A tool that takes a snapshot of a Salesforce Org and
looks for potential problems in the implementation
Q: Personas
Ans: Fictionalized characters in which primarily
demographic characteristics are represented
Q: Salesforce Customer 360
Ans: An integrated CRM platform that unites marketing,
sales, commerce, service, and IT teams with a single shared
customer view
Q: Storyboarding
Ans: A process for mapping out the connection between a
customer's current challenges and goals for the future with
realistic next steps
3
, 2025/2026
Q: To ensure effective collaboration with stakeholders, which
technique would help a business analyst maintain their trust?
A. Facilitate workshops to gauge priorities
B. Be transparent and truthful
C. Point out lessons learned and mistakes that should be avoided
Ans: B. Be transparent and truthful
Q: Why is the scope statement specification the most
fundamental deliverable on any project?
A. It clearly defines the roles and responsibilities of every member of
the project team
B. It is the document with the most details
C. It clearly defines what needs to be achieved and the work that
must be done to deliver the project
Ans: C. It clearly defines what needs to be achieved and the
work that must be done to deliver the project
4
Salesforce Business Analyst Certification
Current Exam Questions and Correct Verified
Answers
Q: What's a proven way to help executives understand how new
processes or products can enable change?
A. Thoroughly describe the system configuration details.
B. Keep the conversation strictly focused on what the existing
system can do.
C. Describe how the system can enable business innovation and help
customers.
Ans: c. Describe how the system can enable business
innovation and help customers. (Framing the discussion
around innovation and helping customers is the most likely
way to motivate executives to enable change.
Q: When a business analyst is creating a journey map, what
assumptions are needed to get started?
A. Why you're doing it and who you're focusing on
1
, 2025/2026
B. What the project specifications are and who will use it
C. What you want and what the business needs
Ans: A. Why you're doing it and who you're focusing on
(These assumptions help a BA focus and ensure that the
journey map is relevant)
Q: What is an effective way for a business analyst to learn about a
customer's challenges?
A. Review the customer's tax statement from the last 10 years
B. Read recent industry reports in trade publications
C. Survey brand fans on social media
Ans: B. Read recent industry reports in trade publications
(The customer's industry challenges may give insight into
current and future trends)
Q: Salesforce Optimizer
2
, 2025/2026
Ans: A tool that takes a snapshot of a Salesforce Org and
looks for potential problems in the implementation
Q: Personas
Ans: Fictionalized characters in which primarily
demographic characteristics are represented
Q: Salesforce Customer 360
Ans: An integrated CRM platform that unites marketing,
sales, commerce, service, and IT teams with a single shared
customer view
Q: Storyboarding
Ans: A process for mapping out the connection between a
customer's current challenges and goals for the future with
realistic next steps
3
, 2025/2026
Q: To ensure effective collaboration with stakeholders, which
technique would help a business analyst maintain their trust?
A. Facilitate workshops to gauge priorities
B. Be transparent and truthful
C. Point out lessons learned and mistakes that should be avoided
Ans: B. Be transparent and truthful
Q: Why is the scope statement specification the most
fundamental deliverable on any project?
A. It clearly defines the roles and responsibilities of every member of
the project team
B. It is the document with the most details
C. It clearly defines what needs to be achieved and the work that
must be done to deliver the project
Ans: C. It clearly defines what needs to be achieved and the
work that must be done to deliver the project
4
