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Salesforce Certified Business Analyst Sample Questions:
1. The project team at Universal Containers has started to review the existing Salesforce manufacturing solution that has low adoption and a variety of customization including custom objects, custom fields, renamed standard fields.
What should the business analyst recommend to the project team to increase understanding when documenting requirements, process and potential solutions?
A) Use Salesforce terminology and language.
B) Use industry terminology and language.
C) Use customer terminology and language.
2. Universal Containers is working with a business analyst (BA) to develop a solution to help the marketing department manage lead in Sales Cloud. The current solution meets the requirements, but the marketing team tells the BA they feel it is incomplete.
What is important for the BA to consider when responding to the team's feedback?
A) Acceptance criteria
B) Intent of both parties
C) Product limitation
3. New interns at Universal Containers have been tasked with following a new process to import leads from a spreadsheet into Salesforce. A business analyst is mapping the process to document the overall lead creation process.
What should the process map look like?
A) A somewhat detailed process map that is easy to remember and self- explanatory
B) A simple process map that is high-level and covers key aspects
C) A very detailed process map that is unambiguous and version controlled
4. Cloud Kicks is planning to create a new Service Cloud console app for its services team to resolve issues with delayed shipments to customers. The business analyst (BA) wrote the user stories based on a written list of requirements provided by the manager of the services team. Upon stakeholder review with the entire services team, many of the user stories were rejected and the BA had to revise them.
When the BA wrote the initial user stories, what was the likely cause of the issue?
A) The acceptance criteria of the user stories were too specific.
B) The user stories focused on well-defined personas.
C) The project team failed to discuss the user stories as a group.
5. Universal Containers has scheduled a meeting with stakeholders, business analysts (BAs), and technical resources to review user stories. A BA reviews the user stories in advance of the meeting and notices that some best practices have been ignored. The first user story is focused on escalating cases in Service Cloud:
"The customer service agent needs the ability to escalate a case so they can assign high-risk cases to tier 2 support for faster resolution." Acceptance Criteria:
1. Add permission set
2. Users can escalate cases
3. Create fields on the Case object
4. Reports
Which best practice was ignored?
A) The ''what'' of the acceptance criteria is negotiable.
B) The "who" of the user story is well-defined.
C) The "why'' of the user story is focused on user needs.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: A |
By Spencer
