Practice Free Certified Business Analyst Exam Online Questions
Universal Containers is developing a new case management solution in Salesforce. The business analyst has started writing user stories to capture feature needs. One user story is: The customer care representative wants to take ownership of new cases and communicate with customers so they can provide high-touch customer experiences."
Which component of the user story is "provide high-touch customer experiences?"
- A . Where
- B . Why
- C . Assumption
B
Explanation:
The component “provide high-touch customer experiences” is the why part of the user story because it describes the benefit or value that the customer care representative will get from taking ownership of new cases and communicating with customers. The who part of the user story is “the customer care representative” because it describes the user role or persona who will benefit from the feature or functionality. The what part of the user story is “to take ownership of new cases and communicate with customers” because it describes the feature or functionality that the customer care representative wants or needs. The where part of the user story is not included in this example because it is usually captured in other documents or artifacts, such as acceptance criteria or wireframes. The assumption part of the user story is not included in this example because it is usually captured in other documents or artifacts, such as risk register or issue log.
Reference: 1 https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-certification-prep/user-stories
Cloud Kicks (CK) recently decided to transition its business from spreadsheets to a Salesforce solution. CK leaders are excited about the capabilities of Salesforce. Each leader has different ideas about how the platform should be implemented. CK has hired a business analyst (BA) to help define and manage the implementation.
What should the BA do in the first discovery meeting with stakeholders?
- A . Collaborate with stakeholders to examine and define CK’s purpose, customers, metrics, and overall business to inform project direction and vision.
- B . Discuss and document specific pain points in existing processes to inform future project requirements.
- C . Preview potential Salesforce solutions and collect feedback from stakeholders on each option to inform the direction of the project.
A
Explanation:
The business analyst should do in the first discovery meeting with stakeholders is to collaborate with stakeholders to examine and define CK’s purpose, customers, metrics, and overall business to inform project direction and vision. Discovery is a phase of a Salesforce project that aims to understand the current state of a business, identify its problems or needs, and define its goals or desired outcomes. In the first discovery meeting, the business analyst should work with stakeholders to establish a common understanding of CK’s business context, such as its mission, vision, values, customers, competitors, performance indicators, etc. This can help the business analyst align stakeholders on a shared vision and strategy for the Salesforce implementation. Discussing and documenting specific pain points in existing processes may be part of discovery, but not in the first meeting. The business analyst should first understand the big picture of CK’s business before diving into the details of its processes. Previewing potential Salesforce solutions and collecting feedback from stakeholders may be part of discovery, but not in the first meeting. The business analyst should first understand the problems or needs of CK’s business before proposing any solutions.
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/collaboration-with-stakeholders
Universal Containers is merging with another company that uses a different CRM. During requirements workshops, the incoming support team has been proactively sharing ideas, but the incoming sales team has been less engaged.
What should the BA do to ensure they are able to gather the necessary requirements?
- A . Put extra effort into following up with the sales team … requirements.
- B . Shift focus to the support team since they are proactively providing requirements.
- C . Continue the requirements workshops and hope the salesforce become more responsive.
A
Explanation:
Proactively engaging the sales team is crucial for gathering a comprehensive set of requirements: Ensuring Inclusivity: All functional teams must provide input for a successful CRM merger. Salesforce encourages proactive engagement with less responsive stakeholders to ensure all perspectives are considered.
Addressing Resistance: Direct follow-ups allow the BA to uncover reasons for disengagement and address them effectively.
Balanced Requirements Gathering: This approach prevents an imbalance in requirements that may lead to solutions favoring one team over another.
The customer service director at Universal Containers wants a self-service portal for customers using Experience Cloud. The director has a limited budget and wants the solution delivered before the end of the quarter.
After assessing several potential options, which solution should the business analyst recommend?
- A . The solution with the lowest cost
- B . The solution with the fastest implementation time
- C . The solution with the highest business value
C
Explanation:
When recommending a solution, especially under constraints such as a limited budget and tight timeline, the focus should be on delivering the highest business value. This approach ensures that the chosen solution effectively addresses the most critical needs of the business, providing significant benefits that justify the investment. While cost and implementation time are important considerations, the primary goal is to enhance customer service and satisfaction through the self-service portal, thereby achieving strategic business objectives. Selecting the option that offers the most substantial impact on service quality and customer experience, even if it’s not the cheapest or quickest, will provide long-term benefits to the organization.
Sales leadership at Cloud Kicks (CK) is concerned about the limited adoption of Salesforce at the company. CK’s Salesforce implementation includes many custom pages. Multiple users have complained about waiting a long time for key functionality to display.
What is the recommended way for a business analyst to understand the opportunities for improvement?
- A . Enable Debug Logs.
- B . Monitor the Lightning Usage App.
- C . Run the Lightning page layout.
B
Explanation:
The Lightning Usage App provides insights into user behavior and performance issues:
Identifying Bottlenecks: It highlights slow-loading pages and underused custom components, helping identify the root cause of user frustration.
Improving Adoption: Insights from the Lightning Usage App inform optimization efforts, ensuring key functionalities are accessible and user-friendly.
Salesforce Guidance: Salesforce recommends using this tool for performance and adoption monitoring, offering actionable data for system improvements.
By addressing these issues through data-driven analysis, the BA can propose meaningful optimizations to improve adoption and usability.
The product development team at Northern Trail Outfitters is creating a process within Salesforce to onboard new retail employees. The business analyst (BA) creates a current state process map by interviewing a few members of the onboarding team using email questionnaires. After presenting the process map to the entire onboarding team, the BA receives feedback that it is incorrect.
What should the BA do to provide the product development team with more accurate information about the onboarding team’s process?
- A . Meet with key project stakeholders in a live workshop to build consensus on the current and desired onboarding processes.
- B . Review survey feedback again to better understand pain points in the existing onboarding process.
- C . Conduct individual interviews with each team member to gather more information about the existing onboarding process.
The lead business analyst (BA) at Cloud Kicks is putting together user Stories for the new sales process that will be implemented in Sales Cloud. The lead BA is advising junior BAS on how to construct a user story.
What should the lead BA tell the junior BAs to include in a user story?
- A . Include the V2MOM structure
- B . Include who, What, and why
- C . Include technical details
B
Explanation:
The lead BA should tell the junior BAs to include who, what, and why in a user story. Who, what, and why are the essential elements of a user story that define who is requesting a feature or functionality (the user or persona), what they want to achieve or accomplish (the goal or value), and why they want it (the reason or benefit). A user story should include who, what, and why because it helps to: Clarify the scope, functionality, and quality of the user story Provide a basis for testing and validating the work done Ensure that it meets the user’s needs and expectations The other options are either incorrect or irrelevant.
Option A is incorrect because V2MOM is a structure that defines an organization’s vision, values, methods, obstacles, and measures, not a user story.
Option C is incorrect because technical details are not part of a user story, but rather part of acceptance criteria or design specifications.
Reference: https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-user-stories/write-user-stories
A group of business analysts (BA) at Universal Containers have been working with different teams of stakeholders on eliciting requirements for a new Salesforce app. The BAs have gathered and documented all of the information in a central location. Upon review of the requirements, the BAs discovered that changes made to the documentation were overwritten by each other, and they will
lose time recapturing them.
What should the BAs do differently to prevent this error from happening?
- A . Each BA should use their own separate documentation.
- B . Each BA should enter their business needs in a shared spreadsheet,
- C . Each BA should use a shared system that has version control.
C
Explanation:
The business analysts should use a shared system that has version control to prevent this error from happening. Version control is a feature that allows users to track and manage changes made to documents or files over time. Version control helps to avoid overwriting or losing previous versions of documents or files by creating backups or snapshots of each change. Version control also helps to compare different versions of documents or files and resolve any conflicts or discrepancies.
Reference: https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/collaboration-with-stakeholders
Cloud Kicks has completed the user acceptance testing (UAT) phase of a major update to Sales Cloud for its EMEA sales team.
How should the business analyst help the EMEA sales team learn the new features?
- A . Organize user groups by permission set and train each team.
- B . Document key changes and gather feedback to update the backlog.
- C . Build tooltips and discoverable content in the new console layouts.
C
Explanation:
This answer states that building tooltips and discoverable content in the new console layouts is how the BA should help the EMEA sales team learn the new features after completing the user acceptance testing phase of a major update to Sales Cloud. Tooltips are small pop-up windows that provide brief explanations or instructions for a feature or a functionality when a user hovers over or clicks on an element. Discoverable content is content that is hidden until a user interacts with a trigger, such as a button, a link, or an icon. Building tooltips and discoverable content in the new console layouts can help the BA to provide contextual and on-demand guidance and information to the EMEA sales team, and help them learn the new features at their own pace and convenience.
Reference: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-stakeholder-engagement-skills
Cloud Kicks has completed the user acceptance testing (UAT) phase of a major update to Sales Cloud for its EMEA sales team.
How should the business analyst help the EMEA sales team learn the new features?
- A . Organize user groups by permission set and train each team.
- B . Document key changes and gather feedback to update the backlog.
- C . Build tooltips and discoverable content in the new console layouts.
C
Explanation:
This answer states that building tooltips and discoverable content in the new console layouts is how the BA should help the EMEA sales team learn the new features after completing the user acceptance testing phase of a major update to Sales Cloud. Tooltips are small pop-up windows that provide brief explanations or instructions for a feature or a functionality when a user hovers over or clicks on an element. Discoverable content is content that is hidden until a user interacts with a trigger, such as a button, a link, or an icon. Building tooltips and discoverable content in the new console layouts can help the BA to provide contextual and on-demand guidance and information to the EMEA sales team, and help them learn the new features at their own pace and convenience.
Reference: https://trailhead.salesforce.com/en/content/learn/modules/salesforce-business-analyst-quick-look/use-stakeholder-engagement-skills