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Salesforce Certified Business Analyst Sample Questions:

1. Cloud Kicks leadership wants to improve the new customer onboarding experience. There are a number of complex handoffs between teams. Service managers have been tasked with working with the operating team to improve the handoff between salesforce and internal systems. The business (BA) wants to break down the onboarding processing and sub-processes into simpler steps.
What should the BA create to engage stakeholders?

A) Capability Model
B) Universal Process Notation
C) Value Stream Map

2. A business analyst (BA) at Universal Containers had a meeting with sales and service reps to gather requirements around contact management for a new Salesforce implementation. A sales rep wants a place to capture the names of the contact's spouse and children to help build the relationship. The BA writes the following user story.
"As a user, I need to be able to record a contact's title and role as separate data points so I know who to address for various needs of the account.'' Who should be listed as the persona?

A) Contact
B) Service rep
C) Sales rep

3. 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

4. A business analyst (BA) at Northern Trail Outfitters (NTO) is assigned to a project to help revamp n process.
The current process used by the sales team is different than the process outlined in NTO's documentation.
Which step should the BA take first?

A) Meet with stakeholders as a group to capture future requirements.
B) Meet with stakeholders as a group to understand the current state.
C) Create an Entity Relationship Diagram (ERD) of the current state.

5. Sprint 1 of 5 has been completed in a Sales Cloud implementation. The business analyst (BA) met with the stakeholders to prioritize the backlog for the next sprint. One of the stakeholders wants to include a medium- priority item. There is still a list of high-priority items that need to be addressed.
How should the BA communicate with the stakeholder?

A) Q Verify why the item is medium-priority, explain the reason, and determine if the item priority was misjudged compared to other items.
B) Q Support the stakeholder in this decision, move the medium-priority item to the next sprint, and inform the development team.
C) Q Schedule a meeting to discuss the importance of the item, then re-evaluate all of the items and their priority levels

Solutions: