1|Page
QLIK BUSINESS ANALYST CERTIFICATION EXAM | ALL
QUESTIONS AND CORRECT ANSWERS | GRADED A+ |
VERIFIED ANSWERS | LATEST EXAM 2025
The BA at Northern Trail Outfitters is helping improve the process for handling
customer returns using Salesforce. The BA has completed the current state
process map to identify areas for improvement. The BA plans to present ideas for
a future state returns handling process to the larger project team.
What should the BA present to the team in a way that is relatable and invites
discussion, feedback, and ideas?
A. Detailed technical documentation without annotations
B. A prototype for a specific business outcome
C. A story using personas to illustrate potential solutions - (answers)C. A story
using personas to illustrate potential solutions
Cloud Kicks needs to revamp its support process to improve the customer
experience and has asked the Service Cloud Team to collaborate with the BA. The
BA has scheduled an initial live process mapping session with all stakeholders and
received the following calendar responses:
Stakeholder Role - Response
Expert Agent - Yes
Team Leader - Yes
Service Admin - No
,2|Page
Case Solver - Yes
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 workshop and reschedule to a date when all stakeholders are
available - (answers)C. Cancel the workshop and reschedule to a date when all
stakeholders are available
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
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B. The criteria are aligned with the user's goal
C. The criteria are small and testable - (answers)A. The criteria include solution
information
Which step should a business analyst take to establish credibility and convey
empathy with stakeholders during discovery sessions for a new Experience site?
A. Ensure the workshop schedule considers time zones and language differences
B. Reiterate the project objectives and KPI's that will be tracked
C. Describe work with other companies that has solved similar problems -
(answers)C. Describe work with other companies that has solved similar problems
The BA at Universal Containers is meeting with business leaders to elicit and
document functional requirements specifications related to its new Salesforce
implementation. The BA will also document the functionality this system should
provide so it can be developed into a work item.
What is the name of this documentation type?
A. User Story
B. Business Analysis Plan
C. Use Case - (answers)B. Business Analysis Plan
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As part of the digital transformation at Cloud Kicks, company leaders have
decided to adopt Service Cloud as its CRM platform for customer service and
support. Executive directors are supportive of the initiative, but end users are
unconvinced and prefer to remain on the current platform. What should the
business analyst do to gain the end users' cooperation?
A. Respond to end users with empathy and accommodate their needs; translate
the end users' needs into technical requirements; and deliver the project to the
developers to implement the solution.
B. Use an assertive influencing style; demonstrate authority and expertise; outline
the project objectives; and make sure end users know that the decision has been
made and the time to make
changes has passed.
C. Identify key stakeholders and develop relationships with them as a trusted
advisor; involve stakeholders and end users in the design of the new solution; and
- (answers)C. Identify key stakeholders and develop relationships with them as a
trusted advisor; involve stakeholders and end users in the design of the new
solution; and act as a liaison between business and technical teams.
Universal Containers (UC) needs a Quip template to create Account plans. UC's
business analyst has been tasked with documenting requirements for this
initiative. During one of the business requirements gathering sessions, a sales
manager notes that it's important the new template is user-friendly and only
accessible to the account team.
QLIK BUSINESS ANALYST CERTIFICATION EXAM | ALL
QUESTIONS AND CORRECT ANSWERS | GRADED A+ |
VERIFIED ANSWERS | LATEST EXAM 2025
The BA at Northern Trail Outfitters is helping improve the process for handling
customer returns using Salesforce. The BA has completed the current state
process map to identify areas for improvement. The BA plans to present ideas for
a future state returns handling process to the larger project team.
What should the BA present to the team in a way that is relatable and invites
discussion, feedback, and ideas?
A. Detailed technical documentation without annotations
B. A prototype for a specific business outcome
C. A story using personas to illustrate potential solutions - (answers)C. A story
using personas to illustrate potential solutions
Cloud Kicks needs to revamp its support process to improve the customer
experience and has asked the Service Cloud Team to collaborate with the BA. The
BA has scheduled an initial live process mapping session with all stakeholders and
received the following calendar responses:
Stakeholder Role - Response
Expert Agent - Yes
Team Leader - Yes
Service Admin - No
,2|Page
Case Solver - Yes
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 workshop and reschedule to a date when all stakeholders are
available - (answers)C. Cancel the workshop and reschedule to a date when all
stakeholders are available
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
,3|Page
B. The criteria are aligned with the user's goal
C. The criteria are small and testable - (answers)A. The criteria include solution
information
Which step should a business analyst take to establish credibility and convey
empathy with stakeholders during discovery sessions for a new Experience site?
A. Ensure the workshop schedule considers time zones and language differences
B. Reiterate the project objectives and KPI's that will be tracked
C. Describe work with other companies that has solved similar problems -
(answers)C. Describe work with other companies that has solved similar problems
The BA at Universal Containers is meeting with business leaders to elicit and
document functional requirements specifications related to its new Salesforce
implementation. The BA will also document the functionality this system should
provide so it can be developed into a work item.
What is the name of this documentation type?
A. User Story
B. Business Analysis Plan
C. Use Case - (answers)B. Business Analysis Plan
, 4|Page
As part of the digital transformation at Cloud Kicks, company leaders have
decided to adopt Service Cloud as its CRM platform for customer service and
support. Executive directors are supportive of the initiative, but end users are
unconvinced and prefer to remain on the current platform. What should the
business analyst do to gain the end users' cooperation?
A. Respond to end users with empathy and accommodate their needs; translate
the end users' needs into technical requirements; and deliver the project to the
developers to implement the solution.
B. Use an assertive influencing style; demonstrate authority and expertise; outline
the project objectives; and make sure end users know that the decision has been
made and the time to make
changes has passed.
C. Identify key stakeholders and develop relationships with them as a trusted
advisor; involve stakeholders and end users in the design of the new solution; and
- (answers)C. Identify key stakeholders and develop relationships with them as a
trusted advisor; involve stakeholders and end users in the design of the new
solution; and act as a liaison between business and technical teams.
Universal Containers (UC) needs a Quip template to create Account plans. UC's
business analyst has been tasked with documenting requirements for this
initiative. During one of the business requirements gathering sessions, a sales
manager notes that it's important the new template is user-friendly and only
accessible to the account team.
