Practice Free Certified Business Analyst Exam Online Questions
What is used to declaratively move metadata from one environment to another?
- A . Data Loader
- B . Change Sets
- C . Import Wizard
- D . Ant Migration
B
Explanation:
Change Sets are used to declaratively move metadata from one environment to another in Salesforce. Change Sets are outbound sets of changes that can be sent from one Salesforce org to another using deployment connections. Data Loader, Import Wizard, and Ant Migration are not used to declaratively move metadata in Salesforce.
Reference: https://help.salesforce.com/s/articleView?id=sf.changesets.htm&type=5
The leadership team at Universal Containers (UC) is focused on customer retention. The business analyst (BA) has been asked to implement a new customer for life program on the salesforce platform. Before their can move forward, they need to understand the lifecycle and all of the related interaction that IC has with its customers.
Which type of session should the BA perform?
- A . User Acceptance testing
- B . Journey Mapping
- C . Requirements Gathering
B
Explanation:
The type of session that the business analyst should perform to elicit user stories from UC’s customers is journey mapping. Journey mapping is a technique that involves creating a visual representation of the steps or stages that a customer goes through when interacting with an organization, product, or service. Journey mapping helps to capture the customer’s experience, needs, goals, pain points, emotions, and touchpoints across their entire lifecycle. Journey mapping also helps to identify any gaps or opportunities for improvement or innovation in the customer journey. Journey mapping can help elicit user stories from UC’s customers by allowing them to share their perspectives and feedback in their own words, as well as showing how the solution can add value and benefits to their journey.
Reference: https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/customer-discovery
The leadership team at Universal Containers (UC) is focused on customer retention. The business analyst (BA) has been asked to implement a new customer for life program on the salesforce platform. Before their can move forward, they need to understand the lifecycle and all of the related interaction that IC has with its customers.
Which type of session should the BA perform?
- A . User Acceptance testing
- B . Journey Mapping
- C . Requirements Gathering
B
Explanation:
The type of session that the business analyst should perform to elicit user stories from UC’s customers is journey mapping. Journey mapping is a technique that involves creating a visual representation of the steps or stages that a customer goes through when interacting with an organization, product, or service. Journey mapping helps to capture the customer’s experience, needs, goals, pain points, emotions, and touchpoints across their entire lifecycle. Journey mapping also helps to identify any gaps or opportunities for improvement or innovation in the customer journey. Journey mapping can help elicit user stories from UC’s customers by allowing them to share their perspectives and feedback in their own words, as well as showing how the solution can add value and benefits to their journey.
Reference: https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/customer-discovery
Cloud Kicks has an existing implementation of Salesforce.
A business analyst (BA) wants to understand details about the Salesforce environment:
• Custom apps
• Active Salesforce Sites
• Active flows
• Custom tabs
• Visualforce pages
A Which path should the BA take to find this information?
- A . Review configuration settings.
- B . Conduct stakeholder interviews.
- C . Read business process documentation
A
Explanation:
The path that the business analyst should take to find information about custom apps, active Salesforce Sites, active flows, custom tabs, and Visualforce pages is to review configuration settings. Configuration settings are options or preferences that can be customized or modified in Setup. They can help the business analyst understand how Salesforce was implemented and what features or components were enabled or disabled. Custom apps, active Salesforce Sites, active flows, custom tabs, and Visualforce pages are examples of configuration settings that can be accessed or changed in Setup. Conducting stakeholder interviews may be a useful way to gather information about business needs, expectations, or feedback, but not about technical details or configuration settings. Reading business process documentation may be a useful way to understand how a business process works or flows, but not about technical details or configuration settings.
Reference:
https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/customer-discovery
https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/business-process-mapping
Cloud Kicks has an existing implementation of Salesforce.
A business analyst (BA) wants to understand details about the Salesforce environment:
• Custom apps
• Active Salesforce Sites
• Active flows
• Custom tabs
• Visualforce pages
A Which path should the BA take to find this information?
- A . Review configuration settings.
- B . Conduct stakeholder interviews.
- C . Read business process documentation
A
Explanation:
The path that the business analyst should take to find information about custom apps, active Salesforce Sites, active flows, custom tabs, and Visualforce pages is to review configuration settings. Configuration settings are options or preferences that can be customized or modified in Setup. They can help the business analyst understand how Salesforce was implemented and what features or components were enabled or disabled. Custom apps, active Salesforce Sites, active flows, custom tabs, and Visualforce pages are examples of configuration settings that can be accessed or changed in Setup. Conducting stakeholder interviews may be a useful way to gather information about business needs, expectations, or feedback, but not about technical details or configuration settings. Reading business process documentation may be a useful way to understand how a business process works or flows, but not about technical details or configuration settings.
Reference:
https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/customer-discovery
https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/business-process-mapping
An executive stakeholder at Northern Trail Outfitters (NTO) wants to explore automating NTO’s Quote-to-Cash process and has asked the business analyst (BA) to pull together some high-level information on possible solutions.
Which type of document should the BA present to the stakeholders?
- A . A capability map detailing the functionality of Salesforce and AppExchange Quote-to-Cash products
- B . A SIPOC (Support inputs, Process, Outputs, and Customers) map outlining the Quote-to-Cash process
- C . A business process map detailing the existing step-by-step Quote-to-Cash process
A
Explanation:
This answer states that creating a capability map detailing the functionality of Salesforce and AppExchange Quote-to-Cash products is the type of document that the BA should present to the stakeholders who want to explore automating NTO’s Quote-to-Cash process. A capability map is a diagram that shows what an organization does at a high level of abstraction, without going into details of how it does it. A capability map can help the BA to present to the stakeholders how Salesforce and AppExchange Quote-to-Cash products can support their business activities or functions related to generating quotes, contracts, orders, invoices, and payments. A capability map can also help the BA to align the potential solutions with the business goals and strategies of NTO.
Reference: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-process-mapping-to-understand-your-business
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 customer terminology and language.
- B . Use industry terminology and language.
- C . Use Salesforce terminology and language.
C
Explanation:
This answer states that using Salesforce terminology and language is what the BA should recommend to the project team to increase understanding when documenting requirements, process and potential solutions for reviewing the existing Salesforce manufacturing solution that has low adoption and a variety of customization including custom objects, custom fields, renamed standard fields. Salesforce terminology and language are the words and phrases that are commonly used in the Salesforce ecosystem, such as objects, fields, records, apps, tabs, profiles, roles, etc. Using Salesforce terminology and language can help the BA to communicate and document the requirements, process and potential solutions in a consistent and accurate way, and avoid confusion or misunderstanding among the project team members who are familiar with Salesforce.
Reference: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-user-stories-to-capture-requirements
Universal Containers is integrating its enterprise resource planning (ERP) with Salesforce to gain inventory visibility for the sales team. One of the user stories for this project is: ‘’As a sales rep, I want to be able to find containers dose to my customer so I can tell them which products they can receive quickly.
Which acceptance criteria is most appropriate for this story?
- A . Sales rep can see the inventory closest to a customer with a quick action.
- B . As a sales rep, I see the Inventory closest to a customer.
- C . Sales rep can see the inventory closest to a customer
A
Explanation:
The acceptance criteria that is most appropriate for this user story is sales rep can see the inventory closest to a customer with a quick action. Acceptance criteria are specific conditions or requirements that must be met for a user story to be considered done or acceptable. Acceptance criteria should be clear, concise, testable, and measurable. Sales rep can see the inventory closest to a customer with a quick action is an appropriate acceptance criterion because it specifies what functionality or feature must be delivered (see the inventory closest to a customer), how it must be delivered (with a quick action), and who must be able to use it (sales rep). As a sales rep, I see the inventory closest to a customer is not an appropriate acceptance criterion because it does not specify how the functionality or feature must be delivered or accessed by the user. It is also redundant with the user story format of “as a [role], I want [what], so that [why]”. Sales rep can see the inventory closest to a customer is not an appropriate acceptance criterion because it does not specify how the functionality or feature must be delivered or accessed by the user. It is also vague and incomplete as it does not indicate what constitutes “closest” or how it is measured.
Reference: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-certification-prep/user-stories
A Cloud Kicks business analyst (BA) is conducting user interviews with the support team as part of a migration to Salesforce.
Several users indicate they use multi-factor authentication (MFA) on their phones to log in to existing systems. Other users have indicated they access existing systems with only a username and password.
How should the BA resolve the issue?
- A . Determine the most commonly used process.
- B . Ask the security team to confirm company policy.
- C . Ask executive leadership to make the decision.
B
Explanation:
When resolving conflicting user practices, consulting the security team ensures compliance with organizational and regulatory standards:
Policy Confirmation: Salesforce emphasizes the importance of aligning system configurations, such as multi-factor authentication (MFA), with the company’s security policies.
Consistency and Compliance: By confirming with the security team, the BA ensures the Salesforce implementation adheres to company-wide requirements and prevents unauthorized access or
deviations from compliance mandates like GDPR or HIPAA.
Best Practices: Relying on established company policies avoids arbitrary decisions and ensures uniformity across user authentication processes.
Which User access and sharing features would you use for the following use case: it is the first time a user logs in and they need to be sent an email with a way to authenticate their email.
- A . 2 FA
- B . Single Sign-On
- C . Email Proof
- D . Login Link
C
Explanation:
Email Proof is the User access and sharing feature that would be used for the following use case: it is the first time a user logs in and they need to be sent an email with a way to authenticate their email. Email Proof is a security feature that requires users to verify their email address when they log in for the first time or change their email address. 2 FA, Single Sign-On, and Login Link are not User access and sharing features that would be used for this use case.
Reference: https://help.salesforce.com/s/articleView?id=sf.security_email_proof.htm&type=5