Salesforce Certified Business Analyst Exam
Latest 2025 With Questions and Verified
Answers Graded A+|Assured Success
The project team at Cloud Kicks is under a tight deadline to implement a new Service Cloud feature. The
business analyst, BA) has received feedback from the customer that the existing functionality is difficult
to use. The BA wants to better understand the customers pair points before writing requirements Which
document should the BA use?
A. Journey map
B. Process map
C. Capability map - CORRECT ANSWER-A. Journey map
,Cloud Kicks needs to revamp its support process to improve the customer experience and has asked the
Service Cloud team to collaborate with the business analyst (BA). The BA has scheduled an initial live
process mapping session with all stakeholders and received the following calendar responses:
What should the BA do?
A. Hold a one-on-one diagram session with each stakeholder before the workshop.
B. Proceed with the workshop as scheduled with the stakeholders who are available.
C. Cancel the - CORRECT ANSWER-C. Cancel the workshop and reschedule it to a date when ail
stakeholders ace available.
At Universal Containers, a business analyst (BA)r solution architect, lead developer, quality assurance
lead, and other team members need access to user stories as part of the Agile lifecycle of enhancements
to a Marketing Cloud integration project.What should the BA do to give all team members access and
visibility to the most recent user stories as the project is in motion?
A. Define a common repository to hold all user stories and track changes over time.
B. Allow each team member to merge - CORRECT ANSWER-A. Define a common repository to
hold all user stories and track changes over time.
Support managers at Cloud Kicks have received urgent feedback from staff that record pages are slow to
respond and users and growing frustrated. The business analyst (BA) has been asked to evaluate to
determine which pages are being accessed most frequently and which pages are the slowest to
load.What is the first step the BA should take to help resolve the issue?
A. Update page layouts in production.
B. Create a test plan for each web browser.
,C. Confirm steps to reproduce the issue. - CORRECT ANSWER-C. Confirm steps to reproduce
the issue.
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. Very detailed-It should be prescriptive for new users following an unfamiliar process.
B. Somewhat detailed-Since the process will be repetitive, new users will learn and remember the
details.
C. Simple-A high-level overview of the process is sufficient to show a new user experie - CORRECT
ANSWER-A. Very detailed-It should be prescriptive for new users following an unfamiliar process.
In which of the following app markets CANT the Salesforce App be found?
A. Google Play
B. AppExchange
C. App Store - CORRECT ANSWER-B. AppExchange
Universal Containers is planning to implement Commerce Cloud to sell more products. The business
analyst working on this project has gathered requirements and is translating them into user
stories.What should the user story focus on?
A. Sales margins
B. Customer experience
, C. Product functionality - CORRECT ANSWER-B. Customer experience
Which type of process diagram should the business analyst use at the beginning of a Salesforce project
to outline high-level process areas such as "Prospect to Contract?
A. Capability model
B. SIPOC (Suppliers, Inputs, Process, Outputs, Customers)
C. Value stream map - CORRECT ANSWER-B. SIPOC (Suppliers, Inputs, Process, Outputs,
Customers)
The business analyst is working with a stakeholder on a Salesforce project. The stakeholder needs an
approval process on contract submissions. Sales managers want to see all contracts when the discount is
greater than20%. They will decline any contracts with a discount that is greater than 25%, but they want
visibility into other highly discounted contracts.Which acceptance criteria is the most effective for this
scenario?
A. A sales manager wants to be notified when a contract has been submitt - CORRECT
ANSWER-A. A sales manager wants to be notified when a contract has been submitted with a
discount greater than20% so the manager can approve or decline a discounted price.
Universal Containers (UC) wants to overhaul its Service Cloud implementation and has hired a consulting
company to help drive requirements. In an effort to gain more information about the project, the
business analyst (BA) has begun to review UC's structure to understand the functions of each
department, how departments interact, and who reports to whom within UC.Which technique is the BA
using?
A. Enterprise Analysis
B. Strategy Analysis
Latest 2025 With Questions and Verified
Answers Graded A+|Assured Success
The project team at Cloud Kicks is under a tight deadline to implement a new Service Cloud feature. The
business analyst, BA) has received feedback from the customer that the existing functionality is difficult
to use. The BA wants to better understand the customers pair points before writing requirements Which
document should the BA use?
A. Journey map
B. Process map
C. Capability map - CORRECT ANSWER-A. Journey map
,Cloud Kicks needs to revamp its support process to improve the customer experience and has asked the
Service Cloud team to collaborate with the business analyst (BA). The BA has scheduled an initial live
process mapping session with all stakeholders and received the following calendar responses:
What should the BA do?
A. Hold a one-on-one diagram session with each stakeholder before the workshop.
B. Proceed with the workshop as scheduled with the stakeholders who are available.
C. Cancel the - CORRECT ANSWER-C. Cancel the workshop and reschedule it to a date when ail
stakeholders ace available.
At Universal Containers, a business analyst (BA)r solution architect, lead developer, quality assurance
lead, and other team members need access to user stories as part of the Agile lifecycle of enhancements
to a Marketing Cloud integration project.What should the BA do to give all team members access and
visibility to the most recent user stories as the project is in motion?
A. Define a common repository to hold all user stories and track changes over time.
B. Allow each team member to merge - CORRECT ANSWER-A. Define a common repository to
hold all user stories and track changes over time.
Support managers at Cloud Kicks have received urgent feedback from staff that record pages are slow to
respond and users and growing frustrated. The business analyst (BA) has been asked to evaluate to
determine which pages are being accessed most frequently and which pages are the slowest to
load.What is the first step the BA should take to help resolve the issue?
A. Update page layouts in production.
B. Create a test plan for each web browser.
,C. Confirm steps to reproduce the issue. - CORRECT ANSWER-C. Confirm steps to reproduce
the issue.
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. Very detailed-It should be prescriptive for new users following an unfamiliar process.
B. Somewhat detailed-Since the process will be repetitive, new users will learn and remember the
details.
C. Simple-A high-level overview of the process is sufficient to show a new user experie - CORRECT
ANSWER-A. Very detailed-It should be prescriptive for new users following an unfamiliar process.
In which of the following app markets CANT the Salesforce App be found?
A. Google Play
B. AppExchange
C. App Store - CORRECT ANSWER-B. AppExchange
Universal Containers is planning to implement Commerce Cloud to sell more products. The business
analyst working on this project has gathered requirements and is translating them into user
stories.What should the user story focus on?
A. Sales margins
B. Customer experience
, C. Product functionality - CORRECT ANSWER-B. Customer experience
Which type of process diagram should the business analyst use at the beginning of a Salesforce project
to outline high-level process areas such as "Prospect to Contract?
A. Capability model
B. SIPOC (Suppliers, Inputs, Process, Outputs, Customers)
C. Value stream map - CORRECT ANSWER-B. SIPOC (Suppliers, Inputs, Process, Outputs,
Customers)
The business analyst is working with a stakeholder on a Salesforce project. The stakeholder needs an
approval process on contract submissions. Sales managers want to see all contracts when the discount is
greater than20%. They will decline any contracts with a discount that is greater than 25%, but they want
visibility into other highly discounted contracts.Which acceptance criteria is the most effective for this
scenario?
A. A sales manager wants to be notified when a contract has been submitt - CORRECT
ANSWER-A. A sales manager wants to be notified when a contract has been submitted with a
discount greater than20% so the manager can approve or decline a discounted price.
Universal Containers (UC) wants to overhaul its Service Cloud implementation and has hired a consulting
company to help drive requirements. In an effort to gain more information about the project, the
business analyst (BA) has begun to review UC's structure to understand the functions of each
department, how departments interact, and who reports to whom within UC.Which technique is the BA
using?
A. Enterprise Analysis
B. Strategy Analysis
