Salesforce Business Analyst
Certification Exam Questions and
Answers20
UC has low adoption rate of its Salesforce solution. US hired a new vendor to overhaul its
documentation and training process and needs a business analyst to facilitate this transition.
Which set of actions are the most effective business needs from stakeholders?
A. Use multiple forms of communication, build trust, show empathy, and get commitment for
next
B. Mock up a design, build a prototype, demonstrate functionality to users, and collect feedback
for changes.
C. Send surveys to collect feedback, observe end users, whiteboard incoming requests -
ANSWERS -A. Use multiple forms of communication, build trust, show empathy, and get
commitment for next
The Sen/Ive Center at 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 BA to visually illustrate the lifecycle. Which document should the
BA create?
A. Journey Map
B. Heat Map
C. Process Map - ANSWERS -C. Process Map
Of the following Locale settings, select which cannot be selected when creating a new user.
A. Language
B. Time Zone
C. Working Hours
D. Locale - ANSWERS -C. Working Hours
,CK has an existing implementation of Salesforce. A BA wants to understand details about the
Salesforce environment: Custom apps, Active Salesforce Sites, Active Flows, Custom tabs, VF
pages. Which path should the BA take to find this information?
A. Review configuration settings
B. Read business process documentation
C. Conduct Stakeholder interviews - ANSWERS -A. Review configuration settings
A BA at UC has a meeting with sales and service reps to gather requirements around contact
management for a new Salesforce implementation. A sales rep wants a place to capture the
names of the contact's spouse and children to help build the relationship. The BA writes the
following user story: "As a user, I need to be able to record a contact's title and role as separate
data points so I know who to address for various needs of the account." Who should be listed as
the persona?
A. Contact
B. Service rep
C. Sales Rep - ANSWERS -C. Sales Rep
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. - ANSWERS -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.
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
, B. What the project specifications are and who will use it
C. What you want and what the business needs - ANSWERS -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)
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 - ANSWERS -B. Read recent industry reports in trade
publications (The customer's industry challenges may give insight into current and future
trends)
Salesforce Optimizer - ANSWERS -A tool that takes a snapshot of a Salesforce Org and looks for
potential problems in the implementation
Personas - ANSWERS -Fictionalized characters in which primarily demographic characteristics
are represented
Salesforce Customer 360 - ANSWERS -An integrated CRM platform that unites marketing, sales,
commerce, service, and IT teams with a single shared customer view
Storyboarding - ANSWERS -A process for mapping out the connection between a customer's
current challenges and goals for the future with realistic next steps
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
Certification Exam Questions and
Answers20
UC has low adoption rate of its Salesforce solution. US hired a new vendor to overhaul its
documentation and training process and needs a business analyst to facilitate this transition.
Which set of actions are the most effective business needs from stakeholders?
A. Use multiple forms of communication, build trust, show empathy, and get commitment for
next
B. Mock up a design, build a prototype, demonstrate functionality to users, and collect feedback
for changes.
C. Send surveys to collect feedback, observe end users, whiteboard incoming requests -
ANSWERS -A. Use multiple forms of communication, build trust, show empathy, and get
commitment for next
The Sen/Ive Center at 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 BA to visually illustrate the lifecycle. Which document should the
BA create?
A. Journey Map
B. Heat Map
C. Process Map - ANSWERS -C. Process Map
Of the following Locale settings, select which cannot be selected when creating a new user.
A. Language
B. Time Zone
C. Working Hours
D. Locale - ANSWERS -C. Working Hours
,CK has an existing implementation of Salesforce. A BA wants to understand details about the
Salesforce environment: Custom apps, Active Salesforce Sites, Active Flows, Custom tabs, VF
pages. Which path should the BA take to find this information?
A. Review configuration settings
B. Read business process documentation
C. Conduct Stakeholder interviews - ANSWERS -A. Review configuration settings
A BA at UC has a meeting with sales and service reps to gather requirements around contact
management for a new Salesforce implementation. A sales rep wants a place to capture the
names of the contact's spouse and children to help build the relationship. The BA writes the
following user story: "As a user, I need to be able to record a contact's title and role as separate
data points so I know who to address for various needs of the account." Who should be listed as
the persona?
A. Contact
B. Service rep
C. Sales Rep - ANSWERS -C. Sales Rep
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. - ANSWERS -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.
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
, B. What the project specifications are and who will use it
C. What you want and what the business needs - ANSWERS -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)
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 - ANSWERS -B. Read recent industry reports in trade
publications (The customer's industry challenges may give insight into current and future
trends)
Salesforce Optimizer - ANSWERS -A tool that takes a snapshot of a Salesforce Org and looks for
potential problems in the implementation
Personas - ANSWERS -Fictionalized characters in which primarily demographic characteristics
are represented
Salesforce Customer 360 - ANSWERS -An integrated CRM platform that unites marketing, sales,
commerce, service, and IT teams with a single shared customer view
Storyboarding - ANSWERS -A process for mapping out the connection between a customer's
current challenges and goals for the future with realistic next steps
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
