Salesforce Certified Business Analyst Exam - Certified-Business-Analyst Exam Practice Test

Question 1

Cloud Kicks (CK) wants to enhance the user experience for customer service agents on Service Cloud so they can effectively meet their service-level agreements. CK has a vision for the future state, but needs to understand how to achieve it. A business analyst (BA) has been assigned to help with this goal.
Which type of document should the BA use to meet the requirement?

A. Use case

B. Gap analysis

C. Change management

Correct Answer: B

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Question 2

Universal Containers (UC) has decided to implement Salesforce and has assigned a business analyst (BA) to write user stories for the project. The BA plans to meet customer to their experience in their own words.
Which type of research should the BA use to elicit user stories from UC's customers?

A. Behavioral

B. Interviewing

C. Shadowing

Correct Answer: B

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Question 3

The business analyst (BA) at Cloud Kicks is deep in planning activities for its Commerce C oud implementation project. The project sponsor asks the team to.. their efforts due to budgetary constraints.
What should the BA do next?

A. Ask the project sponsor to request additional resources.

B. Ask the project manage to re-prioritize .. requirements.

C. Ask the project sponsor to increase the project budget.

Correct Answer: B

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Question 4

As a business analyst (BA) starts engaging stakeholders for a user story writing workshop, an executive sponsor questions why the Commerce Cloud project is creating user stories rather than standard requirements.
What is one benefit of creating user stories that the BA can share with the executive sponsor?

A. It defines technical specifications early in the process.

B. It saves time when prioritizing and implementing functionality.

C. It helps testers determine the most efficient way to validate solutions.

Correct Answer: C

Question 5

The business analyst (BA) at Cloud Kicks is having a hard time documenting a user story to change an existing Opportunity flow for sales users. The architect expressed their concerns to the BA that they lack a comprehensive list of the components that will be affected by the updated flow.
Which best practice should the BA follow?

A. Ask the development team to investigate and document all affected components before the story can be written.

B. Schedule additional discovery sessions with the sales users to understand what will be impacted by the changes.

C. Write the user story without making any assumptions about how it will be implemented or which components are affected.

Correct Answer: B

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Question 6

The Business analyst (BA) at Northern Outfitters (NTO) has gathered preliminary functional requirements for an upcoming Salesforce implementation project. Before translating these requirements into user stories, the BA wants to gain additional perspective, feedback, and detail on the requirements from the NTO team.
Which document should help the BA gather this information?

A. Stakeholder analysis

B. Business analysis plan

C. Current state analyst

Correct Answer: A

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Question 7

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. Understand current business processes and document existing functionality.

B. Work with Salesforce to purchase the necessary licenses.

C. Manage existing Salesforce applications and activities.

Correct Answer: A

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Question 8

Universal Containers wants to streamline a complex business process. The business analyst (BA) assigned to the Service Cloud project is creating a business process map of the existing process. The BA is having difficulty documenting the process because there is disagreement among the stakeholders about the steps that are being followed.
Which recommendation should the BA make to help the stakeholders reach agreement about the process?

A. Brainstorm ideas to make the process more efficient.

B. Refer to the Responsible, Accountable, Consulted, informed (RACI) chart to determine who is accountable.

C. Focus on the inputs and outcomes of the current process

Correct Answer: C

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Question 9

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. Review survey feedback again to better understand pain points in the existing onboarding process.

B. Conduct individual interviews with each team member to gather more information about the existing onboarding process.

C. Meet with key project stakeholders in a live workshop to build consensus on the current and desired onboarding processes.

Correct Answer: C

Question 10

Northern Trail Outfitters (NTO) wants to discuss an enhancement to Campaigns with the engineering, marketing, and sales teams. The changes involve detailed integration between systems that will be used by WTO's customers. The business analyst (BA) needs to complete the org impact analysis.
Which reference should the BA consult to understand the integration pattern?

A. Solution Architecture Diagram

B. Salesforce Solution Kits

C. Business Requirements Document

Correct Answer: A

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Question 11

During the discovery phase of a Salesforce project, which types of analyses should a business analyst typically perform?

A. Enterprise, Strategy, Stakeholder

B. Financial, Technical, Operational

C. Technical, Stakeholder, Enterprise

Correct Answer: A

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Question 12

Of the following Locale Settings, select which one CANNOT be selected when creating a new user.

A. Locale

B. Time Zone

C. Language

D. Working Hours

Correct Answer: D

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Question 13

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. Preview potential Salesforce solutions and collect feedback from stakeholders on each option to inform the direction of the project.

C. Discuss and document specific pain points in existing processes to inform future project requirements.

Correct Answer: A

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Question 14

Universal Containers has a new client, and the business analyst wants to leverage customer-centric discovery to ensure a successful project outcome.
Which step of this process happens before the first requirements workshop?

A. Be Your Customer

B. Know Your Customer

C. Connect With Your Customer

Correct Answer: B

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Question 15

Which Salesforce standard license can be given to someone who need access only identity services, such as single sign-on (SSO)?

A. Lightning Platform

B. Identity Only

C. Salesforce License

D. SSO License

Correct Answer: B

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Salesforce Certified Business Analyst - Certified-Business-Analyst Exam Practice Test

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