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Certified-Business-Analyst Practice Exam Questions and Answers

Salesforce Certified Business Analyst Exam (WI24)

Last Update 6 days ago
Total Questions : 289

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Question # 1

Northern Trail Outfitters wants to reduce the amount of time it takes for customers to receive their orders after making an online purchase.

Which initial steps should the business analyst take to help determine why the order management and fulfillment process is slow?

Options:

A.  

Work with stakeholders to identify relevant processes, select a key process with defined start and end points, and collaborate with process owners and users to create a current state process map.

B.  

Conduct interviews with stakeholders in the order management and fulfillment departments to identify individual pain points and brainstorm process improvement solutions.

C.  

Create a process map that includes detailed steps related to order management and fulfillment, analyze the process map for inefficiencies, and present findings to leadership.

Discussion 0
Question # 2

The business analyst (BA) at Northern Trail Outfitters is writing user stories for a Service Cloud implementation.

In which order should the BA arrange the three components of a user story?

Options:

A.  

I want , as a , so that

B.  

As a , I want , so that

C.  

I want , so that , for a

Discussion 0
Question # 3

Which of the following User Management terms is best described by this definition: " Record created to identify a new employee that starts accessing Salesforce"

Options:

A.  

Profiles

B.  

Salesforce characters

C.  

Users

D.  

Roles

Discussion 0
Question # 4

A business analyst (BA) is working with the support team at Cloud Kicks (CK) on a Service Cloud implementation. The BA has decided to create a process map to understand CK's current merchandise return process.

What are the top three benefits of creating a process map?

Options:

A.  

Engages stakeholders, identifies improvements, and starts the change process

B.  

Builds accountability, increases revenue, and decreases overall time spent on requirements

C.  

Identifies improvements, decreases project costs, and starts the change process

Discussion 0
Question # 5

The business analyst (BA) working with the contract renewal team at Cloud kicks has mapped out is current renewal process, the BA has noted where representatives are inputting contract information from PDF document which is introducing errors an inaccurate date into Salesforce.

Which type of inefficiency is happening during this step in the process?

Options:

A.  

Avoidance

B.  

Manual effort

C.  

Duplication

Discussion 0
Question # 6

At Cloud Kicks (CK), the marketing director's management style is results-driven. CK uses scrum methodology when developing improvements to its Salesforce org. The director requests urgent enhancements in the middle of a sprint that require changes by the development team, The director believes their needs are of the highest importance.

What should the business analyst do when disruptions to the project occur?

Options:

A.  

Focus on the agreed upon deliverables instead of the new requests to prevent overallocation of resources.

B.  

Ask the project manager for an additional resource to implement the new requests.

C.  

Interpret the requests as guidelines to be used when determining priorities for the upcoming release.

Discussion 0
Question # 7

Universal Containers is in the planning phase of a Salesforce project that will transform its retail locations. The implementation team has had a difficult time determining the priorities and requirements of previous projects from people who would be directly impacted by the solution under consideration.

Which type of analysis should the business analyst recommend to ensure the implementation team avoids this challenge on the current project?

Options:

A.  

Persona analysis

B.  

Enterprise analysis

C.  

Stakeholder analysis

Discussion 0
Question # 8

Which step should a business analyst take to establish credibility and covert empathy with stakeholders during discovery sessions for a new Experience site?

Options:

A.  

Describe work with other companies that has solved similar problem.

B.  

Ensure the workshop schedule consider tome zone and language differences.

C.  

Reiterate the project objectives and the KPIs that will be tracked.

Discussion 0
Question # 9

The business analyst (BA) at Universal Containers needs to gather information for their project including the steps a user takes to accomplish a goal, challenges a user faces, people the user interacts with, applications they use to complete the steps, and their level of morale as they move through the process.

Which elicitation technique should the BA use?

Options:

A.  

journey Mapping

B.  

Survey /Questionnaire

C.  

Focus Groups

Discussion 0
Question # 10

Northern Trail Outfitters has a large Salesforce org with sales, marketing, and billing teams pushing for the development of a large number of items in the backlog.

Which management process should the business analyst suggest to help the teams align on their competing priorities?

Options:

A.  

Integrated Definition for Process Description Capture Method (IDEF3)

B.  

Vision, Values, Methods, Obstacles, and Measures (V2MOM)

C.  

Business Process Modeling Notation (BPMN)

Discussion 0
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