Question # 7

Cloud Kicks leadership wants to use custom code for functionality that can easily be created declaratively in Sates Cloud. The business analyst

(BA) has been asked to advise leadership on how these approaches impact their solution options.

What is one of the BA's strongest arguments for using configuration over code?

A. Configuration leverages multiple programming languages.

B. Configuration allows for any level of complexity.

C. Configuration provides faster speed to market.

Answer: C

Question # 11

The project team at Cloud Kicks is under a tight deadline to implement a new Service Cloud feature. The business analyst, BA) has received

feedback from the customer that the existing functionality is difficult to use. The BA wants to better understand the customers pair points

before writing requirements

Which document should the BA use?

A. Journey map

B. Process map

C. Capability map

Answer: A

Question # 12

Universal Containers (UC) stores information about its containers in the standard Salesforce Product object. UC deals with data integrity issues,

such as the Container Color field fails to update on all containers when the color is updated on a Container Product Line. The project owner

mentioned that a previous consultant recommended that UC move to a more normalized data model to represent its containers.

What should the business analyst review to learn more about the previous consultant's recommendation?

A. Entity Relationship Diagram (ERD)

B. System requirements specification

C. Change request logs

Answer: A

Question # 15

The project manager for a new project at Northern Trail Outfitters (NTO) wants the business analyst (BA) to obtain alignment on goals and

strategies across NTO's organization, using NTO's documentation, the BA begins to understand NTO's strategies but needs more information.

Which methodology should help the BA obtain the required information?

A. V2MOM (Vision. Values, Methods, Obstacles, Measures)

B. RACI (Responsible, Accountable, Consulted, Informed)

C. SMART (Specific, Measurable, Achievable, Relevant, Time-bound)

Answer: A

Question # 16

Northern Trail Outfitters (NTO) wants to leverage the power of Sales Cloud to implement its lead to cash process. A business analyst (BA) is

tasked with understanding NTO's current processes, identifying areas of improvement, and communicating it effectively to stakeholders.

What should the BA use to accomplish the goal?

A. Business analysis plan

B. Process mapping

C. Change management

Answer: B

Question # 17

Cloud Kicks (CK) faces challenges with accurate reporting and metrics to use when CK schedules service agent shifts. The VP of service is unsure

how the challenges can be solved in Salesforce.

Which analysis should a business analyst perform?

A. Strategy Analysis

B. Stakeholder Analysis

C. Enterprise Analyst

Answer: C

Question # 18

At the start of a new Agile development project, the Universal Containers' product owner asked the business analyst (BA) to clearly define the

intended results of the work based on stakeholder needs. The development and implementation teams will use the intended results to plan

product decisions. The definition should avoid assumptions and focus on stakeholder value.

Which element should the BA choose to define the intended results?

A. Requirements

B. User stories

C. Epics

Answer: B

Question # 20

Northern Trail Outfitters (NTO) has completed a project with a third-party event organization platform to enhance its MVP Experience Site.

Many features were left in the project backlog. NTO's IT team is beginning a new phase of work on the Experience Site to build additional

features requested by business stakeholders and wants to include the items that were left in the backlog in the first phase.

How should the business analyst coordinate the user stories to most efficiently manage the new project timeline?
A. Include existing and new user stories to be completed within the duration of the project. Hire additional developers to accommodate both

work streams to prevent delays within the schedule sprints.

B. Reprioritize existing and new user storks to place the storie into each sprint of the project. Return an equivalent: amount of lower priority

work to the project backlog,

C. Prioritize user stories for the new enhancements for the initial sprints of the project to accommodate business stakeholder requests.

Complete existing user stories in the final sprint of the project.

Answer: B

Question # 21

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. Salesforce Solution Kits

B. Solution Architecture Diagram

C. Business Requirements Document

Answer: B

Question # 22

Universal Containers uses Kanban to complete its Salesforce development. In the middle of a sprint, the sales manager submits an important

item to the team.

What should the business analyst do next?

A. Ask the team to reprioritize the backlog and work on the item at the top.

B. Ask the team to commit to the work for the next sprint.

C. Ask the team to pivot and complete the work immediately.

Answer: A

Question # 23

The business analyst (BA) at Universal Containers (UC) wants to understand why UC failed to meet a deployment date for its product go live

while following the Agile process. According to the BA's research, the developers lacked a sense of the work in progress and the intended goal

of that work, and the QA team was unable to clearly test the functionality based on a given persona.

Which step should the BA take next?

A. Create a SWOT (Strength, Weakness, Opportunity, Threat) analysis to understand why development and testing took more time.

B. Move the deployment date out so the teams have more time to work.

C.Review the user stories to ensure they are small, testable, and valuable.
Answer: C

Question # 24

Cloud Kicks has decided to implement a case management process through Service Cloud. A business analyst (BA) has been tasked with writing

requirements for this new feature.

Which process should the BA follow to draft and finalize the requirements?

A.

1. Review information from the discovery.

2. Ask clarifying questions.

3. Draft requirements.

4. Share requirements with the technical so they can begin building.

5. Create user acceptance criteria and test cases.

B.

1. Review information from the discovery.

2. Draft requirements.

3. Ask clarifying questions.

4. Draft user stories.

5. Share user stories with the technical team so they can begin building.

C.

1. Review information from the

2. Ask clarifying questions.

3. Draft requirements.

4. Refine and confirm requirements.

.5. Prioritize which requirements will be included in the minimum viable product.

Answer: C

Question # 25

Which Information should the BA gather during the initial discovery meeting?

A. Employee review cycle for the support team

B. Limitations of the current support process

C. A Contact information for key stakeholders

Answer: B

Question # 26

A sales manager at Universal Containers (UC) customized all of their list views on the Account object to include a new field. Although they have

multiple list views. The sales manager prefers to keep the recently viewed list as their default list. When the manager realize they are unable to

modify the recently viewed list, they reach out to UC’s Salesforce team for help?

What are the next steps the business analyst should take?

A. Recommend that the user submit a ticket related to the field creation.

B. Research AppExchange solution that offer customization options.

C. Document the desired outcome and research the impact of making a change.

Answer: B

Question # 27

Which type of process diagram should the business analyst use at the beginning of a Salesforce project to outline high-level process areas such

as "Prospect to Contract?

A. Capability model

B. SIPOC (Suppliers, Inputs, Process, Outputs, Customers)

C. Value stream map

Answer: B

Question # 28

A business analyst (BA) at Universal Containers (UC) has been asked to evaluate a business process at a high level and in detail, while also

keeping regulatory considerations in mind. Management wants to use the output from the BA's evaluation to inform decisions about UC's

future implementations of Sales Cloud and Service Cloud.

What should the BA use for their evaluation?

A. Cross-functional flowchart

B. Entity Relationship Diagram (ERD)

C. Universal Process Notation (UPN)

Answer: C

Question # 30

A business analyst (BA) is reviewing the risks associated With a proposed solution leveraging Cases and Support Queues, and the effect that

those risks might have on the project timeline.

Which type of analysis is the BA performing?

A. Enterprise Analysis
B. Strategy Analysis

C. Stakeholder Analysis

Answer: B

Question # 31

Cloud Kicks has invited stakeholders from multiple departments and roles to participate in its latest Salesforce project. Each stakeholder's

experiences and priorities for the project are different which causes tension within the team and a lack of clarity around project direction.

What should the business analyst do to help the team work together more effectively?

A. Encourage leadership to share their vision for the project, and ask the larger team to focus feedback only on the key objectives, pain points,

and requirements outlined by leaders

B. Limit participation in key project discovery, requirements, and solutioning meetings to leadership. and engage the larger team to answer

questions directly/ related to their roles when needed.

C. Lead the stakeholders in creating a team agreement that assigns project roles and outlines how the team will collaborate, disagree, develop

trust, and define success

Answer: C

Question # 32

The business analyst (BA) at Northern Trail Outfitters recently configured a feature on Opportunities for the sales team. The BA plans to gather

feedback from a small group of end users before rolling out the feature to the entire company.

What should the BA do to present this information?

A. Share user stories about the feature.

B. Demo the new feature.

C. Create a feature manual.

Answer: B

Question # 34

The business analyst (BA) at Cloud Kicks has been asked to map the current sales process in Sales Cloud to document legal compliance with

local privacy regulations, which can differ based on the state or country of a data transaction.

Which activity would be most effective in helping the BA understand the sales process?

A. Using live workshops to map out the sales process

B. Asking stakeholders to complete a questionnaire

C. Conducting individual interviews with stakeholders

Answer: A
Question # 3

The business analysis (BA) at Northern Trail Outfitters is assigned to a project to help revamp its Experience Cloud implementation. When

assessing the existing process, which type of diagram should the BA use to identify waste within and between processes?

A. Suppliers, Inputs, Process, Outputs, Customers (SIPOC) Map

B. Detailed Process Map

C. Value Stream Map

Answer : C

Question # 5

Cloud Kicks will launch a new customer experience portal. During discussions with the VP of customer service, a business analyst (BA)

recorded the following: • All logins must use multi-factor authentication (MFA). • Portal pages should load within 2 seconds. How should the

BA document the items?

A. functional requirement

B. Non-functional requirement

C. User story

Answer : B

Question # 6

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. Minimize case escalations to reduce time to resolution.

B. Migrate from case assignment riles to Omni-Channel.

C. Document the current case assignment process.

Answer : C
Question # 7

Sales leadership at 230Cloud Kicks (CK) is concerned about the limited adoption of Salesforce at the company. Salesforce implementation

includes many custom pages. Multiple users have complained about wa.t.ng a long time for key functionality to display

A. Monitor the Lightning Usage App.

B. Run the Lightning page layout.

C. Enable Debug Logs.

Answer : A

Question # 8

A business analyst (BA) at Northern Trail Outfitters is assigned to a project to help revamp the case management process. The BA has

gathered requirements and finished the first draft of user stories. What should the BA use to assess the quality of a user story?

A. INVEST checklist

B. Numerical framework

C. Gap analysis document

Answer : A

Question # 9

Northern Trail Outfitters is undergoing a Service Cloud implementation and has decided to use the Scrum methodology for the

implementation. A business analyst (BA) received an urgent, high-priority change request m the middle of a sprint. Which step should the BA

take next?

A. Add the change request to the backlog to be prioritized for the next sprint.

B. De-prioritize some user stones and add the change request to the current sprint.

C. Begin working on the change request as soon as the team has capacity.

Answer : B

Question # 10
A new employee at Universal Containers just sent the business analyst (BA) a Slack message with an named

User3tories_v37_final_final_final.docx. Which best practice should the 6A train the employee on fir

A. Use standard naming conventions.

B. Use acceptance criteria to define success.

C. Use a version control repository.

Answer : C

Question # 11

Cloud Kicks (CK) faces challenges with accurate reporting and metrics to use when CK schedules service agent shifts. The VP of service is

unsure how the challenges can be solved in Salesforce. Which analysis should a business analyst perform?

A. Strategy Analysis

B. Stakeholder Analysis

C. Enterprise Analyst

Answer : C

Question # 13

A business analyst JBA) for Northern Trail Outfitters (NTO) is reviewing the business backlog and determines that many of the requirements

would require custom code that is expensive and hard to maintain. The BA knows that the backlog should be prioritized by people who have

knowledge of the features and functionary of the Salesforce Platform. Who should own the process of prioritizing the business backlog?

A. The third-party implementation team, with support from the internal technology teams affected by the project who understand NTO's vision

and strategy

B. The business teams affected, with support from the internal technology teams who understand ways to maximize Salesforce’s declarative

features

C. The project manager, with support from the third-party implementation and business teams who understand both platform and business

priorities.

Answer : B
Question # 14

The quality assurance (QA) team at Cloud Kicks is reviewing user stones to write test scripts. The QA team is having difficulty with a specific

story where a modification to an existing flow is needed for a custom object. The QA team is unable to discern what needs to be tested as a

result of the updated flow. What should the business analyst review and revise to provide more clarity to the QA team?

A. The who, what, and why of the user story

B. The acceptance criteria of the user story

C. The definition of done of the user story

Answer : A

Question # 15

Universal Containers is transitioning to Slack as its internal communication tool and is ready to release. What is the final step that a business

analyst should perform during the user acceptance testing process that would ensure a "go" decision?

A. Complete development on bugs discovered during this phase.

B. Get written sign-off from all business stakeholders.

C. Conduct a final retrospective meeting with the project team.

Answer : B

Question # 16

A business analyst (BA) is reviewing the risks associated With a proposed solution leveraging Cases and Support Queues, and the effect that

those risks might have on the project timeline. Which type of analysis is the BA performing?

A. Enterprise Analysis

B. Strategy Analysis

C. Stakeholder Analysis

Answer : B

Question # 17
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. Create an Entity Relationship Diagram (ERD) of the current state.

B. Meet with stakeholders as a group to capture future requirements.

C. Meet with stakeholders as a group to understand the current state.

Answer : C

Question # 18

Over the past month, a business analyst (BA) has worked with various stakeholders at Cloud Kicks to document requirements for an

upcoming Tableau implementation. A stakeholder suggested a revision to the requirements. The BA sent the updated requirements to the

stakeholders and they signed off. Where should the BA track this milestone?

A. Statement of work

B. Change log

C. Sprint plan

Answer : A

Question # 20

Cloud Kicks wants managers to be able to approve time-off requests in Salesforce. A business analyst (BA) wrote the following: User

Story. "As a manager, I want to communicate the status of time-off requests with employees so that I can increase employee satisfaction.' •

A manager can change the status of the request • A manager can send a comment to the employee about their request. • The solution must

be intuitive. Why does the BA need to make a change to improve the user story'

A. The acceptance criteria is too vague.

B. The user story is too large to test.

C. The acceptance criteria should be solution focused.

Answer : A
Question # 22

The development team at Universal Containers is reviewing several stories to be added to the current sprint. The team is having trouble with

a particular story about an Opportunity email alert and is unsure about which type of testing is needed. What should the business analyst

review and revise to provide more clarity to the team?

A. Definition of done

B. User persona

C. Acceptance criteria

Answer : C

Question # 23

Universal Containers is planning to implement Commerce Cloud to sell more products. The business analyst working on this project has

gathered requirements and is translating them into user stories. What should the user story focus on?

A. Sales margins

B. Customer experience

C. Product functionality

Answer : B

Question # 24

The business analyst (BA) at Cloud Kicks is working on improving the company's Service Cloud deployment. The BA wants to leverage

Universal Process Notation (UPN) to document the current process. What is one benefit of using UPN in this scenario?

A. Complex processes can be documented with 20 or more activity boxes.

B. A single activity box can answer Who, What, When, Why, and How.

C. Key parts of a process can be easily identified by using different shapes.

Answer : B

Question # 25
Northern Trail Outfitters has decided to implement Sales Cloud. A business analyst (BA) has been assigned to document the requirements

for this project. What should the BA include in these requirements?

A. Detailed documentation of technical solution

B. Test scripts to validate requirements

C. High-level description of required functionality

Answer : C

Question # 27

The Cloud Kicks admin is getting ready to release a record-triggered flow that autogenerates Renewal Opportunity Order Line Items once an

Opportunity is Closed/Won for a sales team user story. During user acceptance testing, what should the business analyst do to ensure the

solution fulfills the needs of the sales team?

A. Draft a list of test cases and scripts and choose "Run flow as another user'' to debug the flow as a sales team user to identify and fix bugs.

B. Choose subject matter experts as testers and prepare a sandbox with quality test data, test cases, and scripts that match real-world

scenarios.

C. Collaborate with the admin and a power user to test the flow for scalability, robustness, and maintainability in a sandbox.

Answer : B

Question # 28

Universal Containers wants to build a simple activity capture process for leads. One of the objectives is to minimize technical debt and

inherit new features of the Salesforce Platform in future releases. What should the business analyst recommend to meet the requirements'

A. Standard object for activity capture, screen Flow user interface

B. Standard object for activity capture, custom Lightning Web Component user interface

C. Custom object for activity capture, custom Lightning web component user interface

Answer : B

Question # 29
Universal Containers has chosen to leverage Experience Cloud to create an engaging site for its customers. The business analyst (6A) leading

this project needs to validate that the requirements meet the goal. What should the BA do to ensure alignment?

A. Survey customers to confirm whether the new site meets their requirements.

B. Circulate the requirements to stakeholders, incorporate feedback, and obtain sign-off.

C. Conduct a whiteboarding session to ensure the requirements are accurate.

Answer : B

Question # 30

The service Center at Universal Containers is deploying a new case management solution. Management has asked the project team to

prepare for end user training. The project team consists of an admin and a business analyst (BA). Which task should be assigned to the BA?

A. Conduct user training.

B. Create user training materials.

C. Set up users for training.

Answer : B

Question # 32

The VP of customer success at Northern Trail Outfitters wants to implement a new client onboarding process leveraging custom objects and

a custom Console Lightning App. Which approach should a business analyst take to begin this process?

A. Partner with Salesforce account executives to complete discovery.

B. Schedule a meeting with stakeholders and create a journey map.

C. Develop the project plan and finalize the release date.

Answer : A

Question # 33

Cloud Kicks hired a new business analyst (BA) to join an experienced cross-functional team that has successfully delivered high-quality

Salesforce solutions to global stakeholders. The BA wants to quickly become a trusted advisor to the team. What should the BA do?
A. Focus on the task at hand instead of on individual team members.

B. Avoid exposing one's own mistakes to the team.

C. Tell the truth in difficult situations.

Answer : C

Question # 34

Universal Containers is integrating its enterprise resource planning (ERP) with Salesforce to gain inventory visibility for the sales team. One

of the user stories for this project is: ‘’As a sales rep, I want to be able to find containers dose to my customer so I can tell them which

products they can receive quicklyWhich acceptance criteria is most appropriate for this story?

A. Sales rep can see the inventory closest to a customer with a quick action.

B. As a sales rep, I see the Inventory closest to a customer.

C. Sales rep can see the inventory closest to a customer

Answer : C

Question # 35

Business analyst (BA) at Universal Containers looks at the user stories for a new implementation of the for salesforce Customer Data

Platform (CDP) and notices they are too large. The BA recommends that the large Dries be broken down into smaller stories which will

decrease the future level of effort for subsequent ac. Which activity will be mast impacted by breaking down the user stories?

A. Estimation

B. Defining the persona

C. Acceptance criteria

Answer : C

Question # 36

A business analyst (BA) at Cloud Kicks is preparing for a user acceptance testing (UAT) session to release a record-triggered flow that notifies

account and opportunity owners once a quote has been accepted. What should the BA do during UAT to ensure the solution meets the

requirements?
A. Work with subject matter experts to perform UAT in a sandbox.

B. Work with the solution architect to perform unit testing in a sandbox.

C. Work with the quality assurance (QA) team to perform UAT in a sandbox.

Answer : A

Questions 2

Cloud Kicks wants to assess the efficiency of its Sales Cloud solution to eliminate unnecessary steps and cut costs. A business analyst (BA) will

give a presentation to executives to help them understand the current state and define the future state.

Which document should the BA use for the presentation?

Options:

A. A business process model

B. A persona journey map

C. A collection of use cases

Answer: A

Questions 6

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?

Options:

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.

Answer: B
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.

Answer: A

Questions 20

At Universal Containers, a business analyst (BA)r solution architect, lead developer, quality assurance lead, and other team members need

access to user stories as part of the Agile lifecycle of enhancements to a Marketing Cloud integration project.

What should the BA do to give all team members access and visibility to the most recent user stories as the project is in motion?

Options:

A. Define a common repository to hold all user stories and track changes over time.

B. Allow each team member to merge all user stories at the end of user acceptance testing.

C. Send emails to stakeholders with all of the changes to the user stories.

Answer: A

Questions 21

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?

Options:

A. Stakeholder analysis

B. Business analysis plan

C. Current state analyst

Answer: A
Questions 22

An executive stakeholders at Northern Trail Outfitters (NTO) wants to explore automating NTO’s Quote-to-Cash process and has asked the

business analyst (BA) to pull together some high-level information on possible solutions.

Which type of document should the BA present to the stakeholders?

Options: aakash

A. A capability map detailing the functionality of Salesforce and AppExchange Quote-to-Cash products

B. A SIPOC (Support inputs, Process, Outputs, and Customers) map outlining the Quote-to-Cash process

C. A business process map detailing the existing step-by-step Quote-to-Cash process

Answer: A

Questions 26

The business analyst (BA) at universal Containers is grooming user stories to add to the next sprint The BA Is having difficulty understanding the

level of testing that's necessary for a particular story involving an update to an Important trigger.

What should the BA do to address the need for user acceptance testing (UAT)?

Options:

A. Run all Apex tests using change set validation.

B. Gather testing requirements from the stakeholder.

C. Perform testing on all objects in the trigger.

Answer: B

Questions 27

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?

Options:

A. Conduct elimination with stakeholders regarding their parts of the process.

B. Review the documentation to ensure that information gathered about the process is correct.

C. Using strategy analysis, define models of how gaps in the business process can be resolved.

Answer: C

Questions 29
The Salesforce project team at Universal Containers is reviewing a backlog of user stories to add to an sprint. The team is unsure of which story

to begin working on.

What should the business analyst do to help with prioritization?

Options:

A. Verify acceptance criteria.

B. Identify dependent components.

C. Delete the definition of done

Answer: B

Questions 31

The data science team at Universal Containers (UC) has been asked to analyze the sales team's data within Salesforce. Early In their research,

the data science team discovered concerns about data quality. UC has brought in a business analyst (BA) to help address the concern.

What should the BA focus on doing first during the initial discovery phase?

Options:

A. Shadow the sales team to observe process for entering data into Accounts and Opportunities.

B. Meet with the executive leadership team to accurately understand the business need.

C. Understand and document the data quality issues reported by the data science team.

Answer: C

Question # 5
Cloud Kicks has completed the user acceptance testing (UAT) phase of a major update to Sales Cloud for its EMEA sales team.
How should the business analyst help the EMEA sales team learn the new features?

A. Organize user groups by permission set and train each team.

B. Document key changes and gather feedback to update the backlog.

C. Build tooltips and discoverable content in the new console layouts.

Answer: B

Question # 8
Universal Containers is focused on an initiative to streamline its channel management processes. Due to the level of complexity, the business
analyst (BA) will gather and document the key points in preparation to build a more detailed process map.
Which diagram should the BA use in this case?

A. SIPOC (Suppliers, Inputs, Process, Outputs, Customers)

B. Capability Model

C. Value Stream Map

Answer: A
The business analyst (BA) At universal Containers is writing user stories for its Salesforce Field Service implementation.
What should the BA evaluate to understand the understand the risk level of the user stories?

A. Scope, resource, and documentation impact

B. Team, budget, and timeline impact

C. Technical, operational, and regulatory impact

???

Question # 17
Universal Containers in rolling out Sales Cloud for the contract renewals team. The team has expressed resistance to learning another platform
and changing their processes. The business analyst (BA) shows them a video case study of a contract renewals team at another company that
successfully adopted Sales Cloud, which shortened it’s time to close and increased its close rate by 30%.
Which influencing style is the BA using?

A. Accommodating

B. Collaborative

C. inspiring

Answer: C

Question # 19
Which method should a business analyst use to show current state business flows in Salesforce?

A. Universal Process Notation

aakash
B. Entity Relationship Diagramming

C. Storyboarding

Answer: B

Question # 23
Cloud Kicks (CK) needs to implement an event management system within Salesforce. After researching potential solutions, a managed package
meets the majority of CK s business requirements. However, the CRM director has expressed a desire to heavily customize an open source
solution.
Which benefit of using a managed package versus an open source solution should the business analyst share to help the CRM director make a
decision?

A. Managed packages are easily customizable to meet CK's exact requirements.

B. Managed packages are updated automatically with each Salesforce Release.

C. Each version of a managed package on the AppExchange undergoes a security review.

Answer: A

Question # 26
The lead business analyst (BA) at Cloud Kicks is putting together user Stories for the new sales process that will
be implemented in Sales Cloud. The lead BA is advising junior BAS on how to construct a user story.
What should the lead BA tell the junior BAs to include in a user story?

A. Include the V2MOM structure

B. Include who, What, and why

C. Include technical details

Answer: B

Question # 29
The business analyst (BA) at Cloud Kicks is working on improving the company's Service Cloud deployment. The BA wants to leverage Universal
Process Notation (UPN) to document the current process.
What is one benefit of using UPN in this scenario?

A. Complex processes can be documented with 20 or more activity boxes.

B. A single activity box can answer Who, What, When, Why, and How.

C. Key parts of a process can be easily identified by using different shapes.

Question # 33
Cloud Kicks (CK) needs to integrate the industry standard due-diligence in its sales process to verify customers in Sales Cloud. CK asks the
business analyst (BA) to identify which stage in the sales process the industry standard due-diligence should be embedded.
What should the BA do to meet the requirement?

A. Develop a process map as a base, work with stakeholders to understand the trigger point, and locate the stage.

B. Identify the triggers, locate the stage, and add the standard due-diligence as a subprocess.

C. Locate the stage, add the standard due-diligence as a subprocess, and set the trigger point.

Question # 37
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. Work with Salesforce to purchase the necessary licenses.

B. Manage existing Salesforce applications and activities.

C. Understand current business processes and document existing functionality.

Question # 36
A business analyst has been asked to evaluate all of the that Universal Containers (UC) currently uses, including CRM Analytics, to identify gaps
and overlaps in functionality.
Which tool would help UC understand the existing functionality.

A. Value stream map

B. Capability model

C. Process map
Northern Trail Outfitters (NTO) is a rapidly growing company that hired a business analyst (BA) to help revamp its sales and support processes.

The stakeholder at NTO wants to understand the value of Application Lifecycle Management (ALM).

What are benefits of ALM that the BA should share with the stakeholder?

Options:

A. ALM provides processes and policies which help build apps more efficiently.

B. ALM offers preview access to the three Salesforce Releases per year.

C. ALM allows features to remain static and reduces incremental changes.

Answer: A

Questions 4

The business analyst (BA) at Universal Containers is meeting with business leaders to elicit and document functional requirements

specifications related to its new Salesforce implementation. The BA will also document the functionality this system should provide so it can be

developed into a work item.

What is the name of this documentation type?

Options:

A. Business analysis plan aakash

B. Use case

C. User story

Answer: A

Questions 8

Northern Trail Outfitters (NTO) has acquired a competitor. The agreement is to migrate the acquired company into NTG’s Technological

Platforms. One of its challenges is to offer a unified customer experience while strengthening the relationship with its customers. The business

analyst (BA) has been asked to translate the business objectives and assemble an improved and standard customer experience.

Which strategy should the BA use to accomplish the goal?

Options:

A. Understand business objectives, define the intention and audience, conduct user experience research, analyze the research results, and

design an improved new user experience.

B. Understand business objectives, define the intention and audience, lead a journey mapping workshop, find opportunities for improvement,

and update the journey map.

C. Understand business objectives, determine company culture, evaluate processes and user experiences, interview stakeholders, and add

improvements to the integration roadmap.

Answer: C

Questions 11

A business analyst (BA) uncovered a number of issues communicated by stakeholders in a Sales Cloud discovery session.

Which issue should concern the BA most?

Options:

A. The previous implementation partner neglected to do a knowledge transfer of the final solution.

B. The support organization still needs to be trained on how to use Sales Cloud.

C. The system admins note a fair amount of technical debt without having the time or expertise to address it.

Answer: A

Questions 12

Universal Containers recently launched a solution that leverages Service Cloud for its North America (NA) customer support team. Planning has

started for the second phase of the project which will expand the solution to include the Asia Pacific (APAC) customer support team. The APAC

readership team has indicated that its processes are similar to the NA team. The APAC team wants to see the high-level process areas that were

used for the NA team so it car scope the key priorities for the overall business. The business analyst (BA) has scheduled a meeting with the

APAC team. ,

Which action should the BA take during the meeting?

aakash

Options:

A. Share individual user stories from the NA implementation.

B. Review the capability model from the NA Implementation.

C. Demo the end-to-end solution from the NA implementation.

Answer: C

Questions 14

The business analyst (BA) at Cloud Kicks (CK) is writing user stones for an upcoming Commerce Cloud website release. One of the requirements

from the technical team is to perform stress testing for an upcoming promotion. The BA is translating the requirement into a user story.

Which user story most accurately represents the goal?

Options:

A. As a visitor to the CK website, I want to make sure that I can shop without disruption during a large promotion so I have a frictionless

shopping experience.

B. As a site administrator of the CK website, I want to make sure that the web server can process requests at 150% of the average traffic rate

during the latest promotion.

C. As a user, I want to make sure that shoppers on the CK website can complete their purchases without disruption during the newest

promotion.

Answer: B

Questions 32

The business analysis (BA) at Northern Trail Outfitters is assigned to a project to help revamp its Experience Cloud implementation.

When assessing the existing process, which type of diagram should the BA use to identify waste within and between processes?

Options:

A. Suppliers, Inputs, Process, Outputs, Customers (SIPOC) Map

B. Detailed Process Map

C. Value Stream Map

Answer: C