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Salesforce Certified Business Analyst Sample Questions:

1. Cloud Kicks is planning to create a new Service Cloud console app for its services team to resolve issues with delayed shipments to customers. The business analyst (BA) wrote the user stories based on a written list of requirements provided by the manager of the services team. Upon stakeholder review with the entire services team, many of the user stories were rejected and the BA had to revise them.
When the BA wrote the initial user stories, what was the likely cause of the issue?

A) The user stories focused on well-defined personas.
B) The acceptance criteria of the user stories were too specific.
C) The project team failed to discuss the user stories as a group.

2. During a workshop to understand Universal Containers' current sales process, there seems to be some disagreement between the North America and EMEA sales teams about the steps required to close a sale.
What should the business analyst do to gain consensus on the current opportunity process?

A) Open the production org, navigate to Sales Processes in Setup, and review the opportunity stages.
B) Postpone the discussion and email the sales team leadership to clarify the opportunity stages.
C) Create a Process Map detailing opportunity stages, then schedule a meeting with the sales teams for review.

3. As part of the digital transformation at Cloud Kicks, company leaders have decided to adopt Service Cloud as its CRM platform for customer service and support. Executive directors are supportive of the initiative, but end users are unconvinced and prefer to remain on the current platform.
What should the business analyst do to gain the end users' cooperation?

A) Use an assertive influencing style; demonstrate authority and expertise; outline the project objectives; and make sure end users know that the decision has been made and the time to make changes has passed.
B) Respond to end users with empathy and accommodate their needs; translate the end users' needs into technical requirements; and deliver the project to the developers to implement the solution.
C) Identify key stakeholders and develop relationships with them as a trusted advisor; involve stakeholders and end users in the design of the new solution; and act as a liasion between business and technical teams.

4. Universal Containers has planned an initiative to assess its Salesforce org to identify areas of risk and has asked the business analyst (BA) to provide an analysis of its current state. The BA will utilize Salesforce Optimizer for the assessment.
How should the BA use the output from the tool?

A) Identify top project priorities.
B) Understand the project scope.
C) Verify Lightning page loading time.

5. A business analyst at Universal Containers is converting a requirements document into user stories for upcoming Manufacturing Cloud deployment. The first requirement is "finance needs a time tracking sys containers." Which option best represents the "IF component of the INVEST checklist to make a good user story from this requirement?

A) As a finance user, I want an Assembly Time field on the container cost record so I can accurately report on container profitability.
B) As a finance user I want a Timesheet object implemented so I can accurately report on container profitability.
C) As a finance user, I want to know how long it takes to assemble a container so I can accurately report on container profitability.

Solutions: