What's a proven way to help executives understand how new processes or products can ena-
ble 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. - AN-
SWER 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 - ANSWER 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 - ANSWER B. Read recent industry reports in trade
publications (The customer's industry challenges may give insight into current and future
trends)
Salesforce Optimizer - ANSWER A tool that takes a snapshot of a Salesforce Org and looks
for potential problems in the implementation
1
,Personas - ANSWER Fictionalized characters in which primarily demographic characteris-
tics are represented
Salesforce Customer 360 - ANSWER An integrated CRM platform that unites marketing,
sales, commerce, service, and IT teams with a single shared customer view
Storyboarding - ANSWER A process for mapping out the connection between a custom-
er'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
C. Point out lessons learned and mistakes that should be avoided - ANSWER B. Be trans-
parent and truthful
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 - ANSWER C. It clearly defines what needs to be achieved and the work that
must be done to deliver the project
Stakeholders want to enhance the organization's security by requiring users to identify
themselves with additional information besides username and password. Which capability
should a business analyst add to the project backlog?
A. Multi-factor authentication
B. Real-Time event monitoring
C. Shield platform encryption - ANSWER A. Multi-factor authentication
2
, 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 for-
ward 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
3
ble 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. - AN-
SWER 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 - ANSWER 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 - ANSWER B. Read recent industry reports in trade
publications (The customer's industry challenges may give insight into current and future
trends)
Salesforce Optimizer - ANSWER A tool that takes a snapshot of a Salesforce Org and looks
for potential problems in the implementation
1
,Personas - ANSWER Fictionalized characters in which primarily demographic characteris-
tics are represented
Salesforce Customer 360 - ANSWER An integrated CRM platform that unites marketing,
sales, commerce, service, and IT teams with a single shared customer view
Storyboarding - ANSWER A process for mapping out the connection between a custom-
er'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
C. Point out lessons learned and mistakes that should be avoided - ANSWER B. Be trans-
parent and truthful
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 - ANSWER C. It clearly defines what needs to be achieved and the work that
must be done to deliver the project
Stakeholders want to enhance the organization's security by requiring users to identify
themselves with additional information besides username and password. Which capability
should a business analyst add to the project backlog?
A. Multi-factor authentication
B. Real-Time event monitoring
C. Shield platform encryption - ANSWER A. Multi-factor authentication
2
, 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 for-
ward 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
3
