Salesforce Business Analyst Certification exam actual questions and answers 2024, Exams of Advanced Education

Download Salesforce Business Analyst Certification exam actual questions and answers 2024 and more Exams Advanced Education in PDF only on Docsity! Salesforce Business Analyst Certification exam actual questions and answers 2024 What's a proven way to help executives understand how new processes or products can enable change? A. Thoroughly describe the system configuration details. B. Keep the conversation strictly focused on what the existing system can do. C. Describe how the system can enable business innovation and help customers. - answer c. Describe how the system can enable business innovation and help customers. (Framing the discussion around innovation and helping customers is the most likely way to motivate executives to enable change. When a business analyst is creating a journey map, what assumptions are needed to get started? A. Why you're doing it and who you're focusing on B. What the project specifications are and who will use it C. What you want and what the business needs - answer A. Why you're doing it and who you're focusing on (These assumptions help a BA focus and ensure that the journey map is relevant) What is an effective way for a business analyst to learn about a customer's challenges? A. Review the customer's tax statement from the last 10 years B. Read recent industry reports in trade publications C. Survey brand fans on social media - answer B. Read recent industry reports in trade publications (The customer's industry challenges may give insight into current and future trends) Salesforce Optimizer - answer A tool that takes a snapshot of a Salesforce Org and looks for potential problems in the implementation Personas - answer Fictionalized characters in which primarily demographic characteristics are represented Salesforce Customer 360 - answer An integrated CRM platform that unites marketing, sales, commerce, service, and IT teams with a single shared customer view Storyboarding - answer A process for mapping out the connection between a customer's current challenges and goals for the future with realistic next steps To ensure effective collaboration with stakeholders, which technique would help a business analyst maintain their trust? A. Facilitate workshops to gauge priorities B. Be transparent and truthful C. Point out lessons learned and mistakes that should be avoided - answer B. Be transparent and truthful Why is the scope statement specification the most fundamental deliverable on any project? A. It clearly defines the roles and responsibilities of every member of the project team B. It is the document with the most details C. It clearly defines what needs to be achieved and the work that must be done to deliver the project - answer C. It clearly defines what needs to be achieved and the work that must be done to deliver the project Stakeholders want to enhance the organization's security by requiring users to identify themselves with additional information besides username and password. Which capability should a business analyst add to the project backlog? A. Multi-factor authentication B. Real-Time event monitoring A. Detailed Process Map B. SIPOC Map C. Value Stream Map - answer C. Value Stream Map SIPOC Map - answer Shows the elements of a process including: Suppliers, Inputs, Process, Outputs, and Customers Detailed Process Map - answer Is a flowchart that shows a drill-down version of a process that contains all the details of each step Value Stream Map - answer flowchart that documents processes and flows to help determine which processes add value When a business analyst maps processes, which option is a best practice? A. Validate maps B. Purchase mapping software C. Focus on future state maps - answer A. Validate maps Process Mapping - answer A framework used to create visual representations of work processes Visual characteristics of a Universal Process Notation (UPN) Diagram - answer -Activity box -Resource -Line with text -Attachment -Decision -Drill Down Business Process Mapping - answer Business process mapping creates visual representations of business processes. A business process map includes the steps in the process, who does what, additional context, and how success is measured Improved Process - answer Identify quick process improvement wins, some of which can be implemented without system changes Reduced or eliminated rework - answer Eliminate the rework in the build and test phases due to miscommunication around architecture and requirements Better Adoption - answer Build the apps users need and spend less time developing training materials Increased user engagement - answer Engage users in the analysis to kick-start the change management required for adoption UPN diagram benefits - answer -Encapsulates every level of a process, from a top-level overview down to detailed, actionable diagrams. -Can be viewed online and embedded within apps. -Can be created collaboratively. -Can have a broad or narrow scope. -Supports regulatory and compliance considerations. -Provides context for metrics and management decisions. You're tasked with creating a business process map of a customer ordering a coffee from a cafe. Which of the following would you identify as the input and the outcome of that process? A. The input is the coffee shop employee clocking in for their shift; the output is them receiving a paycheck at the end of the week. B. The input is someone walking into the coffee shop; the outcome is them leaving C. The input is the coffee beans being roasted; the outcome is the coffee being brewed. D. The input is someone deciding to get a cup of coffee; the outcome is them receiving their drink. - answer D. The input is someone deciding to get a cup of coffee; the outcome is them receiving their drink. Which of the following business processes should you map out first and why? A. A core business process: Go big or go home. B. A low-risk process: Start Small and get momentum C. Start anywhere: The most important thing is to get some practice D. AA complex contentious process: This allows you to easily settle disputes among stakeholders. - answer B. A low-risk process: Start Small and get momentum You're mapping the process to document compliance with local privacy regulations, which can differ based on the state or country of a data transaction. How detailed should you make this process map and why? A. Simple. A high-level map is enough to cover all of the key parts of this process. B. Simple Because regulations are different in different parts of the world, it's impossible to map this process fully. C. Somewhat detailed. Because this process is followed often, people will naturally remember it better and needs less explanation. D. Very detailed. A process that deals with compliance should be detailed, unambiguous, and version controlled. - answer D. Very detailed. A process that deals with compliance should be detailed, unambiguous, and version controlled. 5 Key processes of a lightweight and agile governance framework. - answer 1. Vision and Strategy 2. Business backlog 3. Software development lifecycle 4. Data strategy, architecture, and management 5. Communication strategy C. Who, what, and why - answer C. Who, what, and why How does version control ease the burden of collaboration among team members? A. By enforcing strict rules and processes on team members. B. By providing a way to organize work from many teams members C. By limiting communication between team members - answer B. By providing a way to organize work from many teams members Acceptance Criteria - answer A set of statements, each with a clear pass/fail result, added to a user story. What is the end goal of the user acceptance testing phase? A. To learn how to implement a Salesforce solution B. To help business users to adopt new processes C. To determine a Go/No-go decision for deployment - answer C. To determine a Go/No-go decision for deployment When is user acceptance testing implemented in the project lifestyle? A. Right before the elicitation of requirements B. Immediately after user stories are written C. The last step before production release - answer C. The last step before production release Performance Testing - answer This type of testing evaluates how the system responds when large volumes of records or operations are being handled. In-App prompt - answer A notification that alerts Salesforce users about what's new, in context of the tool, at the right time. Technical Debt - answer Unnecessary complexity in an org that increases the time to deploy new innovation in the future. A group of business analyst at UC 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. - answer C. Each BA should use a shared system that has version control. The BA at UC has been capturing requirements for a major Sales Cloud release. An admin has been deploying the resulting system changes. The quality assurance team has run into challenges when testing the changes. The BA is unaware of deployment and testing challenges. What should the BA do to resolve these challenges with the release team? A. Associate each set of metadata changes to the corresponding user story. B. Provide detailed test cases to validate the functional requirements C. Involve stakeholders in the business requirements gathering sessions. - answer A. Associate each set of metadata changes to the corresponding user story. During a sprint grooming session for the Sales Cloud implementation at CK, the development team mentions the step "Code Review by technical architect" listed within the acceptance criteria that needs to be adjusted. Which location should the business analyst move this to? A. Project plan B. Definition of Done C. Pull request template - answer A. Project Plan The Salesforce project team at CK is about to start a project that crosses sales and service teams. The BA has been tasked with writing user stories with the teams in a workshop. What should the BA keep in mind during the process? A. User stories encourage iterative development B. User stories specify which technical components are impacted. C. User stories are fixed upon stakeholder approval - answer B. User stories specify which technical components are impacted. Northern trail outfitters is updating its customer portal built on Experience Cloud. The team has drafted a user story: "As a customer, I want to be able to chat with a support agent and view my account, see my orders, and ask questions via the customer port." What should a business analyst do to improve this user story? A. Estimate how long it will take the technical team to complete the story B. Include specific information about potential Salesforce Solutions C. Adjust the goal of the user story to be independent - answer B. Include specific information about potential Salesforce Solutions The BA at UC is helping the team transition from workflow rules to flow. The work has been built and it is time to kickoff UAT. What is the goal of UAT? A. To ensure what was originally requested is being delivered B. Summarize the overall ask and determine what is in scope C. To identify acceptance criteria with pass/fail indicators - answer A. To ensure what was originally requested is being delivered Northern Trail Outfitters launched a new feature on its Experience Cloud site to allow customers to compare features of similar products ahead of the major promotional event of the year. UAT passed successfully; however, many customers complained of issues when accessing the site. What did the BA overlook before recommending that the release for live? A. The UAT should have been performed with enough time to resolve bugs in the new feature B. The UAT should have been performed with both peak load and average load simulation UC wants to integrate its Salesforce org with the largest online professional network so its sales reps can view information directly on Salesforce records. The business analyst will write acceptance criteria for this scenario. What is an example of good acceptance criteria? A. A sales rep can view current information directly in the Lead and Contact records B. A sales rep needs to have the CRM widget installed in the Lead and Contact Page Layouts C. Install a CRM widget to allow sales reps to view information in the Lead and Contact records - answer C. Install a CRM widget to allow sales reps to view information in the Lead and Contact records The North America team wants to add a set of new fields and delete several fields from the Account object. During the requirements gathering the BA discovers the fields are actively used by the EMEA team. Which step should the BA take next? A. Refine the requirements to accommodate both teams. B. Focus on the NA team's requirements C. Start another project to address the EMEA team's requirements - answer A. Refine the requirements to accommodate both teams. While working on a new Sales Cloud feature request for the sales team at NTO, the BA uncovers a workflow which could have an impact on the service team. The sales direct assures the BA that the impact to service would be minimal. Which step should the BA take next? A. Review the effort and impacts with the service team, and work to align requirements across the teams. B. Continue with the effort as defined by sales and add a backlog item to review the service impacts in the future. C. Prioritize the effort as defined by sales and ask the director to review any service impacts. - answer A. Review the effort and impacts with the service team, and work to align requirements across the teams. Functional requirements specifications (FRS) - answer This is the business requirements that are defined from an end user or business perspective. It will specify specific outcomes. System requirements specifications (SRS) - answer This document details how the complete system should function and enumurates hardware, software, and functional and behavioral requirements of the system Gap analysis document - answer This document describes the gaps between the current processes and the intended processes During a project discovery, the business analyst uncovers a requirement for service managers to have visibility into their team's queues to monitor open tickets their team is assigned. What is the best user story for this requirement? A. As a user, I need to see case queues to monitor my team's work. B. As a service team member, I need my manager to access my queue to monitor my work. C. As a service manager, I need to see my team's work queues so I can monitor their open tickets. - answer C. As a service manager, I need to see my team's work queues so I can monitor their open tickets. CK needs to revamp its support process to improve the customer experience and has asked the Service Cloud team to collaborate with the BA. The BA has scheduled an initial live process mapping session with all stakeholders and received the following calendar responses. Expert Agent - Yes; Team Leader - Yes, Service Admin - No, Case Solver - Yes. What should the BA do? A. Hold a one-on-one diagram session with each stakeholder before the workshop B. Proceed with the workshop as scheduled with the stakeholders who are available. C. Cancel the workshop and reschedule it to a date when all stakeholders are available. - answer C. Cancel the workshop and reschedule it to a date when all stakeholders are available. The BA is preparing for user acceptance testing for NTO's new Service Cloud implementation. The BA secured the sandbox for the testing environment, wrote test cases, and created a process to track and manage reported bugs. Which additional step is required during the UAT planning process? A. Identify power users B. Schedule deployment C. Gather business requirements - answer A. Identify power users 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 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. - answer A. Collaborate with stakeholders to examine and define CK's purpose, customers, metrics, and overall business to inform project direction and vision. UC is developing a new case management solution in Salesforce. The BA has started writing user stories to capture feature needs. One user story is: "The customer care rep 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. Assumption B. Why C. Where - answer B. Why NTO has. moved its inventory systems to Salesforce to track the clothing it manufactures and sells. As part of this project, NTO wants to implement several features which will also improve how its inventory is restocked. In order to manage the discovery phase of the project, the project team plans to hire a BA. What should a BA do to be successful during the first phase of the project? A. Elicit requirements, built automation, and deploy a solution. B. Architect a solution, configure a sandbox, and build a proof of concept. C. Elicit requirements, create flows and process diagrams, and understand business analytics - answer C. Elicit requirements, create flows and process diagrams, and understand business analytics