Practice Free Certified Business Analyst Exam Online Questions
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 act as a liasion between business and technical teams.
C
Explanation:
The best way for a business analyst to gain the end users’ cooperation is to 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 liasion between business and technical teams. This will help them understand their needs and expectations, demonstrate value and benefits, and facilitate communication and feedback. Responding to end users with empathy and accommodate their needs; translating the end users’ needs into technical requirements; and delivering the project to the developers to implement the solution may be too reactive or passive without addressing the root causes of resistance or ensuring alignment. Using an assertive influencing style; demonstrating authority and expertise; outlining the project objectives; and making sure end users know that the decision has been made and the time to make changes has passed may be too aggressive or authoritative without building trust or rapport.
Reference: https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/collaboration-with-stakeholders
Cloud Kicks (CK) wants its sales team to use Sales Cloud to decrease its lead conversion time. The business analyst (BA) will analyze and break down CK’s typical sales cycle.
How can process mapping help the BA get started on this project?
- A . It can show the relationship between the steps and actions in the sales cycle to communicate and understand the current state, and to identify areas for improvement.
- B . It can model changes in the current customer experience, analyze each change’s potential for impact, and help visualize potential improvements in the sales cycle in advance of the solution design.
- C . It can display complex ideas in a consistent format, highlight blockers and impediments to help stakeholders quickly assess issues in the sales cycle, and see the project timeline at a glance.
A
Explanation:
This answer describes how process mapping can help the BA get started on this project of analyzing and breaking down CK’s typical sales cycle. Process mapping is a technique that involves creating a visual representation of a business process, showing its inputs, outputs, steps, actions, decisions, roles, and dependencies. Process mapping can help the BA communicate and understand how a process works in its current state, and identify areas for improvement or optimization.
Reference: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-process-mapping-to-understand-your-business
Universal Containers just rolled out a new sales methodology and process. A month after the initial training, the manager has noticed some reps have a large number of overdue tasks. The manager is unsure if it’s a learning curve or a system issue and has asked the business analyst (BA) to determine the cause and recommend a solution.
Which method should the BA use to start collecting data?
- A . Brainstorming and prototyping
- B . Observation and interviewing
- C . focus groups and workshops
B
Explanation:
This answer suggests observation and interviewing as methods to collect data for the BA to determine the cause and recommend a solution for UC’s sales challenge. Observation and interviewing are techniques that help the BA understand how users perform their tasks, what challenges they face, and what their needs and expectations are. Observation involves watching users in their natural environment, while interviewing involves asking users open-ended questions.
Reference:
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-shadowing-to-understand-your-users
https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-interviews-to-understand-your-users
The business analyst (BA) at Northern Trail Outfitters needs to create a current state process map for a Service Cloud implementation with its retail division. The BA needs a simple diagramming notation for the process map that is applicable across all industries, provides context for metrics and management decisions, and supports regulatory considerations.
Which diagramming notation should the BA use for the process map?
- A . Business Process Modeling Notation (BPMN)
- B . Universal Process Notation (UPN)
- C . Unified Modeling Language (UML)
B
Explanation:
This answer selects Universal Process Notation (UPN) as the diagramming notation that the BA should use for the process map. UPN is a simple and standardized way of creating process maps, using only four symbols: activity, decision, start/end, and annotation. UPN can help the BA create a process map that is applicable across all industries, provides context for metrics and management decisions, and supports regulatory considerations.
Reference: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-process-mapping-to-understand-your-business
Universal Container (CU) has brought in a business analyst to help implement an expensive AppExchange product in its Salesforce org to optimize the sales pipeline. The BA is free to speak to anyone at UC to gather the information they need to ensure success. The BA decides to speak to the stakeholders who are most impacted.
Which key stakeholder should the BA speak to first?
- A . VP of sales
- B . Sales Users
- C . IT leaders
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 . Product limitation
- C . Intent of both parties
C
Explanation:
This answer states that intent of both parties is what is important for the BA to consider when responding to feedback from UC’s marketing team who feels that their current solution for managing leads in Sales Cloud is incomplete. Intent of both parties means that what both UC’s marketing team and UC’s Salesforce team want to achieve or accomplish by implementing a solution for managing leads in Sales Cloud, such as increasing lead conversion rate, improving lead quality, enhancing lead tracking, etc. Intent of both parties is what is important for the BA to consider when responding to feedback from UC’s marketing team because it helps the BA to align and communicate their goals and expectations, and to identify and resolve any gaps or issues between them.
Reference: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-stakeholder-engagement-skills
A business analyst (BA) is working with stakeholders at Universal Containers to walk through a potential solution for the lead routing and qualification process. The solution will include automated and manual features.
Which artifact should help the BA illustrate the vision of a solution to stakeholders?
- A . Detailed user stories with technical documentation about the existing process
- B . Annotated process flows with modifications to an existing process
- C . Collected pain points from people who follow the existing process
B
Explanation:
Annotated process flows are a great way to illustrate the vision of a solution to stakeholders. They can show the current state of the process, the proposed changes, and the benefits of the changes. This can help stakeholders understand the solution and why it is needed.
Here are some additional details from Salesforce Certified Business Analyst documents and resources that support the answer:
Annotated process flows are process flows that include additional information, such as notes, comments, and explanations.
Modifications to an existing process are changes that are made to an existing process.
Stakeholders are people who have an interest in the success of a project.
In conclusion, annotated process flows with modifications to an existing process are a great way to illustrate the vision of a solution to stakeholders. They can show the current state of the process, the proposed changes, and the benefits of the changes. This can help stakeholders understand the solution and why it is needed.
An artifact that can help the business analyst illustrate the vision of a solution to stakeholders is annotated process flows with modifications to an existing process. Annotated process flows are diagrams that show how a process works step by step, with notes or comments that explain the logic or rationale behind each step. They can help the business analyst show how the lead routing and qualification process will change or improve with the new solution, and invite feedback or validation from stakeholders. Detailed user stories with technical documentation about the existing process are artifacts that can help the business analyst capture the requirements or specifications of the new solution, but not illustrate the vision of it. Collected pain points from people who follow the existing process are artifacts that can help the business analyst understand the problems or needs of the end users, but not illustrate the vision of the solution.
Reference:
https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/business-process-mapping
https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/user-stories
The Business analyst (BA) at Universal Container wants to improve the case process in Salesforce after feedback customer abut resolution time.
The BA tacks the user story, request details, and configuration changes in a repository.
What is a benefit of tracking user stories in this way?
- A . Multiple project team members can make and view revisions.
- B . It links all changes to Salesforce metadata.
- C . The development team can work parallel on the same requirement.
A
Explanation:
This answer states that multiple project team members can make and view revisions is a benefit of tracking user stories in a repository for improving the case process in Salesforce at UC. A repository is a common or central location where documents or files can be stored, accessed, and updated by multiple users or teams. Tracking user stories in a repository means that the BA stores user stories in a repository, such as Jira, Trello, Asana, etc. Multiple project team members can make and view revisions is a benefit of tracking user stories in a repository because it enables collaboration and communication among project team members, and it ensures consistency and accuracy of user stories.
Reference: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-stakeholder-engagement-skills
Which of the salesforce app providers will be able to unlock a locked user with their phones?
- A . All of them.
- B . iOS (App Store)
- C . Only those that download the app from the App Exchange.
- D . Android (Google Play)
A
Explanation:
All of the salesforce app providers will be able to unlock a locked user with their phones. The Salesforce app is available for iOS (App Store), Android (Google Play), and Windows 10 devices, and it allows users to unlock themselves using biometric authentication or a verification code sent to their email or phone number.
Reference: https://help.salesforce.com/s/articleView?id=sf.mobile_app_unlock.htm&type=5
The data science team at Universal Containers (UC) has been asked to analyze the sales team’s data within Salesforce. Early in their research, the data science team discovered concerns about data quality. UC has brought in a business analyst (BA) to help address the concern.
What should the BA focus on doing first during the initial discovery phase?
- A . Shadow the sales team to observe process for entering data into Accounts and Opportunities.
- B . Meet with the executive leadership team to accurately understand the business need.
- C . Understand and document the data quality issues reported by the data science team.
C
Explanation:
The first step that the business analyst should take during the initial discovery phase is to understand and document the data quality issues reported by the data science team. Data quality issues are problems or errors that affect the accuracy, completeness, consistency, timeliness, or validity of data in a system or database. Data quality issues can negatively affect the analysis, reporting, decision making, or performance of a system or solution. The business analyst should understand and document the data quality issues reported by the data science team by asking questions, reviewing data samples, identifying root causes, and measuring impacts. Understanding and documenting the data quality issues helps to define and prioritize the business problem or need, as well as propose and evaluate potential solutions.
Reference: https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/customer-discovery