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Salesforce Certified Business Analyst Sample Questions:

1. 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) Refer to the Responsible, Accountable, Consulted, informed (RACI) chart to determine who is accountable.
B) Focus on the inputs and outcomes of the current process
C) Brainstorm ideas to make the process more efficient.

2. The technical team at Cloud Kicks is trying to deliver one of its Salesforce customizations. The business analyst (BA) has been asked to put assignments, test plans, decisions, and milestones in writing and share this document with stakeholders so there is less potential for confusion.
Which tactical document should the BA use to capture features?

A) Release plan
B) User Acceptance Test plan
C) Business analysis plan

3. 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) Run the Lightning page layout.
B) Monitor the Lightning Usage App.
C) Enable Debug Logs.

4. A business analyst (BA) discovers that universal Containers automated case assignments in Service Cloud.
UC uses case assignment rules to route cases to predefined team. The UC leadership team wants to improve how cases are routed.
What should the BA recommend to help the resolve a common obstacle?

A) Migrate from case assignment riles to Omni-Channel.
B) Document the current case assignment process.
C) Minimize case escalations to reduce time to resolution.

5. A business analyst (BA) conducted a group workshop with stakeholders to understand and document in-scope business processes. The BA feels there are gaps between process steps.
What should the BA do to close the gaps or confirm the process steps?

A) Review the documentation to ensure that information gathered about the process is correct.
B) Using strategy analysis, define models of how gaps in the business process can be resolved.
C) Conduct elimination with stakeholders regarding their parts of the process.

Solutions: