Practice Free Certified Business Analyst Exam Online Questions
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.
Which option captures this requirement?
- A . Make the template user-friendly and accessible only by members of the account team.
- B . The sales manager can make the template user-friendly.
- C . Accessible by members of the account team.
A
Explanation:
The option that captures this requirement is “Make the template user-friendly and accessible only by members of the account team.” This option clearly states what needs to be done (make the template user-friendly and accessible) and who it is for (members of the account team). The other options are either incomplete or irrelevant.
Option B does not specify what needs to be done or who it is for.
Option C does not specify what needs to be done or why it is important.
Reference: https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-requirements/understand-requirements
A business analyst JBA) for Northern Trail Outfitters (NTO) is reviewing the business backlog and determines that many of the requirements would require custom code that is expensive and hard to maintain. The BA knows that the backlog should be prioritized by people who have knowledge of the features and functionary of the Salesforce Platform.
Who should own the process of prioritizing the business backlog?
- A . The third-party implementation team, with support from the internal technology teams affected by the project who understand NTO’s vision and strategy
- B . The business teams affected, with support from the internal technology teams who understand ways to maximize Salesforce’s declarative features
- C . The project manager, with support from the third-party implementation and business teams who understand both platform and business priorities.
B
Explanation:
The process of prioritizing the business backlog should be owned by the business teams affected, with support from the internal technology teams who understand ways to maximize Salesforce’s declarative features. The business backlog is a list of requirements or user stories that describe the features or functionality that the business needs or wants from a project or enhancement. The business backlog should be prioritized by the business teams affected because they are the ones who have the most knowledge and interest in the business value and impact of each requirement or user story. The business backlog should also be supported by the internal technology teams who understand ways to maximize Salesforce’s declarative features because they are the ones who have the most knowledge and expertise in the technical feasibility and complexity of each requirement or user story.
Reference: https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/requirements-management
A business analyst (BA) at Northern Trail Outfitters was asked to create a new user story for a Sales Cloud update requested by the inside sales team. The BA created the following story:
"As a user, I need visibility to customers’ purchase history details so I can increase efficiencies and improve closure rates by better tailoring sales offerings."
Which mistake did the BA make when creating this story?
- A . The goal is undefined.
- B . The persona is undefined.
- C . The need is undefined.
B
Explanation:
The mistake that the business analyst made when creating this story is that the persona is undefined.
A persona is a fictional representation of an end user who has a specific role, goal, or need. A user story should specify the persona as part of its format: “As a [persona], I need [need], so I can [goal]”.
Specifying the persona can help the business analyst communicate who will use the feature and why it matters to them. The goal and the need are defined in this user story. The goal is to increase efficiencies and improve closure rates by better tailoring sales offerings. The need is visibility to customers’ purchase history details.
Reference:
https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/user-stories
https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/customer-discovery
Northern Trail Outfitters is starting a project to implement Service Cloud for the customer service department.
Which activity should be handled by a business analyst assigned to this project?
- A . Work with Salesforce to purchase the necessary licenses.
- B . Manage existing Salesforce applications and activities.
- C . Understand current business processes and document existing functionality.
C
Explanation:
A business analyst assigned to a Service Cloud project should understand the current business processes and document the existing functionality of the customer service department. This will help them identify the gaps, pain points, and opportunities for improvement. Working with Salesforce to purchase the necessary licenses is a task for the project manager or sponsor. Managing existing Salesforce applications and activities is a task for the administrator or developer.
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
Universal Containers wants to build a simple activity capture process for leads. One of the objectives is to minimize technical debt and inherit new features of the Salesforce Platform in future releases.
What should the business analyst recommend to meet the requirements?
- A . Standard object for activity capture, screen Flow user interface
- B . Standard object for activity capture, custom Lightning Web Component user interface
- C . Custom object for activity capture, custom Lightning web component user interface
A
Explanation:
The recommendation that the BA should make to meet the requirements is to use a standard object for activity capture, screen Flow user interface.
This recommendation helps to:
Minimize technical debt: Technical debt is the cost or consequence of choosing a quick or easy solution over a better or more sustainable one. Using a standard object for activity capture helps to minimize technical debt because it leverages the existing functionality and features of Salesforce, reduces the need for custom development or maintenance, and inherits new updates and enhancements from Salesforce releases. Using a screen Flow user interface also helps to minimize technical debt because it allows for creating and modifying screens and logic without writing code, using point-and-click tools such as Flow Builder.
Inherit new features of the Salesforce Platform in future releases: Using a standard object for activity capture helps to inherit new features of the Salesforce Platform in future releases because it enables the use of native Salesforce components and integrations, such as Lightning Experience, Einstein Activity Capture, Lightning Dialer, etc., that can enhance the activity capture process and user experience. Using a screen Flow user interface also helps to inherit new features of the Salesforce Platform in future releases because it supports the use of Lightning Web Components and other UI elements that can improve the look and feel of the screens and provide more functionality and customization options. The other options are either incorrect or irrelevant.
Option B is incorrect because using a custom Lightning Web Component user interface does not minimize technical debt or inherit new features of the Salesforce Platform in future releases, but rather increases technical debt and maintenance costs, and requires custom development and testing to keep up with Salesforce updates and changes.
Option C is incorrect because using a custom object for activity capture does not minimize technical debt or inherit new features of the Salesforce Platform in future releases, but rather increases technical debt and maintenance costs, and limits the use of native Salesforce components and integrations for activity capture.
Reference: https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-functional-requirements/evaluate-solution-options
The delivery team at Cloud Kicks is getting ready to demonstrate some new Sales Cloud functionality for a project’s stakeholders. The business analyst has prepared a demo script, created test data in the sandbox, and tested the new functionality.
Which additional activity is most likely to result in a successful sprint demo?
- A . Conducting multiple dry runs
- B . Exporting a backup copy of the demo data
- C . Performing a code review
One retail location of Cloud Kicks has been getting complaints from shoppers about being unable to find items in the store. The general manager has asked IT to configure tablets for the sales clerks so they can move freely around the store to assist customers.
The IT team writes a functional requirement:
• Tablets running the Salesforce mobile app must allow users to access store inventory records which include current item count and item location.
Which user story should the business analyst write to describe the functional requirement?
- A . As a sales clerk, I want to see item availability and locations to help customers find items.
- B . As a general manager, I want sales clerks to have tablets so they can help customers find items.
- C . As a customer, I want sales clerks to have access to item availability to help them find items.
A
Explanation:
The user story that the business analyst should write to describe the functional requirement is:
As a sales clerk, I want to see item availability and locations to help customers find items.
This user story follows the standard format of “As a <role>, I want <goal> so that <reason>”. The role is “sales clerk”, the goal is “to see item availability and locations”, and the reason is “to help customers find items”. This user story is concise, focused, and valuable to the user and the customer.
It does not specify how the goal will be achieved or implemented, which will be defined later in the acceptance criteria or design phase.
Reference: https://trailhead.salesforce.com/content/learn/modules/user-story-creation/write-user-stories
Universal Containers (UC) is wording with an implementation partner to help it optimize Salesforce. A new business analyst (BA) from the partner was introduced to UC stakeholders a few weeks into the project The BA is getting to know each of the stakeholders by their roles and contributions. However, the BA had one misstep and is slightly embarrassed.
What should the BA do to build trust with the stakeholders?
- A . Be vulnerable and own their mistake.
- B . Promise to work harder to avoid other mistakes.
- C . Ask their supervisor for help immediately.
A
Explanation:
The best way for a business analyst to build trust with stakeholders after making a mistake is to be vulnerable and own their mistake. This will show honesty, humility, accountability, and willingness to learn from errors. Promising to work harder to avoid other mistakes may sound defensive or unrealistic without acknowledging what went wrong or how to fix it. Asking their supervisor for help immediately may seem desperate or unprofessional without trying to resolve it first with stakeholders.
Reference: https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/collaboration-with-stakeholders
Which step should a business analyst take to establish credibility and covert empathy with stakeholders during discovery sessions for a new Experience site?
- A . Describe work with other companies that has solved similar problem.
- B . Ensure the workshop schedule consider tome zone and language differences.
- C . Reiterate the project objectives and the KPIs that will be tracked.
A
Explanation:
The best practice for establishing credibility and conveying empathy with stakeholders during discovery sessions is to ensure the workshop schedule considers time zone and language differences.
This shows respect and sensitivity to the stakeholders’ preferences and needs, and helps to avoid potential misunderstandings or conflicts. It also helps to build rapport and trust with the stakeholders, and encourages their participation and engagement. The other options are either irrelevant or ineffective.
Option A does not address the stakeholders’ needs or expectations, and may come across as boastful or arrogant.
Option C does not convey empathy or understanding, and may be too repetitive or boring.
Reference: https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-discovery/plan-and-facilitate-discovery-sessions
Universal Containers is focused on an initiative to streamline its channel management processes. Due to the level of complexity, the business analyst (BA) will gather and document the key points in preparation to build a more detailed process map.
Which diagram should the BA use in this case?
- A . SIPOC (Suppliers, Inputs, Process, Outputs, Customers)
- B . Capability Model
- C . Value Stream Map
A
Explanation:
A SIPOC diagram is a high-level process map that shows the key elements of a process, such as the suppliers, inputs, outputs, and customers. It can help identify the scope and boundaries of a process and the stakeholders involved. A capability model is a strategic tool that shows the high-level capabilities of an organization, but it does not show the details of a process. A value stream map is a detailed process map that shows the value-added and non-value-added activities, cycle times, wait times, and other metrics of a process, but it may be too complex for capturing key points.
Reference: 1 https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-certification-prep/collaborate-with-stakeholders