Business Analyst Certification Questions With Complete
Solutions
A BA captures the following acceptance criteria for a user story
about case reassignment in Service Cloud.
- A service manager can click a Reassign button that changes the
owner field of a case
- A service manager is able to reassign cases as part of the
mobile experience
- Reassignment functionality can be used on cases that have
been auto-reassigned
- Service reps are unable to reassign cases
Which mistake was made?
A. The criteria include solution information
B. The criteria are aligned with the user's goal
C. The criteria are small and testable Correct Answer A. The
criteria include solution information
A business analyst (BA) at Northern Trail Outfitters has been
asked to prepare documentation including acceptance criteria
and definition of done for a Heroku project.
Which way should the BA approach creation of this
documentation?
A. Include the overall perspective for acceptance criteria and the
persona's perspective for definition of done.
,B. Create one consolidated set of documentation as the two
terms are synonymous and used interchangeably.
C. Include the persona's perspective for acceptance criteria and
the overall perspective for definition of done. Correct Answer
C. Include the persona's perspective for acceptance criteria and
the overall perspective for definition of done.
A business analyst (BA) at Northern Trail Outfitters is mapping
a workflow process to onboard a new user group to a Service
Cloud implementation.
Which level of detail should the BA use for the process map and
why?
A. Simple—A high-level overview of the process is sufficient to
show a new user experience.
B. Very detailed—It should be prescriptive for new users
following an unfamiliar process.
C. Somewhat detailed—Since the process will be repetitive, new
users will learn and remember the details. Correct Answer B.
Very detailed—It should be prescriptive for new users following
an unfamiliar process.
A business analyst (BA) at Northern Trail Outfitters is preparing
for a user acceptance testing (UAT) session for a global Sales
Cloud project.
What should the BA do to engage the business most effectively
during UAT?
,A. Hand off ownership for writing, reviewing, and executing
UAT scenarios, providing feedback, and approval for release to
business stakeholders.
B. Work with business stakeholders to collaborate in writing,
reviewing, and executing UAT scenarios, providing feedback,
and approval for release.
C. Work with quality assurance analysts to collaborate in
writing, reviewing and executing UAT scenarios, providing
feedback, and approval for release. Correct Answer B. Work
with business stakeholders to collaborate in writing, reviewing,
and executing UAT scenarios, providing feedback, and approval
for release.
A business analyst (BA) at Northern Trail Outfitters is preparing
for a user acceptance testing (UAT) session for a global Sales
Cloud project.
What should the BA do to engage the business most effectively
during UAT?
A. Work with quality assurance analysts to collaborate in
writing, reviewing and executing UAT scenarios, providing
feedback, and approval for release.
B. Hand off ownership for writing, reviewing, and executing
UAT scenarios, providing feedback, and approval for release to
business stakeholders.
C. Work with business stakeholders to collaborate in writing,
reviewing, and executing UAT scenarios, providing feedback,
and approval for release. Correct Answer C. Work with
business stakeholders to collaborate in writing, reviewing, and
, executing UAT scenarios, providing feedback, and approval for
release.
A business analyst (BA) at Universal Containers (UC) has been
asked to evaluate a business process at a high level and in detail,
while also keeping regulatory considerations in mind.
Management wants to use the output from the BA's evaluation
to inform decisions about UC's future implementations of Sales
Cloud and Service Cloud.
What should the BA use for their evaluation?
A. Cross-functional flowchart
B. Entity Relationship Diagram (ERD)
C. Universal Process Notation (UPN) Correct Answer C.
Universal Process Notation (UPN)
A business analyst (BA) at Universal Containers had a meeting
with saies and service reps to gather requirements around
contact management fer 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. Sales rep
C. Service rep Correct Answer B. Sales rep
Solutions
A BA captures the following acceptance criteria for a user story
about case reassignment in Service Cloud.
- A service manager can click a Reassign button that changes the
owner field of a case
- A service manager is able to reassign cases as part of the
mobile experience
- Reassignment functionality can be used on cases that have
been auto-reassigned
- Service reps are unable to reassign cases
Which mistake was made?
A. The criteria include solution information
B. The criteria are aligned with the user's goal
C. The criteria are small and testable Correct Answer A. The
criteria include solution information
A business analyst (BA) at Northern Trail Outfitters has been
asked to prepare documentation including acceptance criteria
and definition of done for a Heroku project.
Which way should the BA approach creation of this
documentation?
A. Include the overall perspective for acceptance criteria and the
persona's perspective for definition of done.
,B. Create one consolidated set of documentation as the two
terms are synonymous and used interchangeably.
C. Include the persona's perspective for acceptance criteria and
the overall perspective for definition of done. Correct Answer
C. Include the persona's perspective for acceptance criteria and
the overall perspective for definition of done.
A business analyst (BA) at Northern Trail Outfitters is mapping
a workflow process to onboard a new user group to a Service
Cloud implementation.
Which level of detail should the BA use for the process map and
why?
A. Simple—A high-level overview of the process is sufficient to
show a new user experience.
B. Very detailed—It should be prescriptive for new users
following an unfamiliar process.
C. Somewhat detailed—Since the process will be repetitive, new
users will learn and remember the details. Correct Answer B.
Very detailed—It should be prescriptive for new users following
an unfamiliar process.
A business analyst (BA) at Northern Trail Outfitters is preparing
for a user acceptance testing (UAT) session for a global Sales
Cloud project.
What should the BA do to engage the business most effectively
during UAT?
,A. Hand off ownership for writing, reviewing, and executing
UAT scenarios, providing feedback, and approval for release to
business stakeholders.
B. Work with business stakeholders to collaborate in writing,
reviewing, and executing UAT scenarios, providing feedback,
and approval for release.
C. Work with quality assurance analysts to collaborate in
writing, reviewing and executing UAT scenarios, providing
feedback, and approval for release. Correct Answer B. Work
with business stakeholders to collaborate in writing, reviewing,
and executing UAT scenarios, providing feedback, and approval
for release.
A business analyst (BA) at Northern Trail Outfitters is preparing
for a user acceptance testing (UAT) session for a global Sales
Cloud project.
What should the BA do to engage the business most effectively
during UAT?
A. Work with quality assurance analysts to collaborate in
writing, reviewing and executing UAT scenarios, providing
feedback, and approval for release.
B. Hand off ownership for writing, reviewing, and executing
UAT scenarios, providing feedback, and approval for release to
business stakeholders.
C. Work with business stakeholders to collaborate in writing,
reviewing, and executing UAT scenarios, providing feedback,
and approval for release. Correct Answer C. Work with
business stakeholders to collaborate in writing, reviewing, and
, executing UAT scenarios, providing feedback, and approval for
release.
A business analyst (BA) at Universal Containers (UC) has been
asked to evaluate a business process at a high level and in detail,
while also keeping regulatory considerations in mind.
Management wants to use the output from the BA's evaluation
to inform decisions about UC's future implementations of Sales
Cloud and Service Cloud.
What should the BA use for their evaluation?
A. Cross-functional flowchart
B. Entity Relationship Diagram (ERD)
C. Universal Process Notation (UPN) Correct Answer C.
Universal Process Notation (UPN)
A business analyst (BA) at Universal Containers had a meeting
with saies and service reps to gather requirements around
contact management fer 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. Sales rep
C. Service rep Correct Answer B. Sales rep
