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?
1
,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
2
,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?
3
, 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
4
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?
1
,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
2
,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?
3
, 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
4
