Question # 1 Cloud Kicks (CK) wants its sales team to use Sales Cloud to decrease its lead conversion
time. The business analyst (BA) will analyze and break down CK's typical sales cycle.
How can process mapping help the BA get started on this project? A. It can show the relationship between the steps and actions in the sales cycle to
communicate and understand the current state, and to identify areas for improvement.B. It can model changes in the current customer experience, analyze each change's
potential for impact, and help visualize potential improvements in the sales cycle in
advance of the solution design.C. It can display complex ideas in a consistent format, highlight blockers and impediments
to help stakeholders quickly assess issues in the sales cycle, and see the project timeline
at a glance.
Click for Answer
A. It can show the relationship between the steps and actions in the sales cycle to
communicate and understand the current state, and to identify areas for improvement.
Answer Description Explanation :
This answer describes how process mapping can help the BA get started on this project of
analyzing and breaking down CK’s typical sales cycle. Process mapping is a technique that
involves creating a visual representation of a business process, showing its inputs, outputs,
steps, actions, decisions, roles, and dependencies. Process mapping can help the BA
communicate and understand how a process works in its current state, and identify areas
for improvement or optimization.
Question # 2 A business analyst (BA) working on a Service Cloud implementation is reviewing user
stories to verify they are written effectively.
What should the BA confirm about the user stories when completing this review? A. They contain substantial details and focus on technical elementsB. They are dependent on related acceptance criteria and overlap with other use cases.C. They can be easily prioritized and are small enough to estimate accurately.
Click for Answer
C. They can be easily prioritized and are small enough to estimate accurately.
Answer Description Explanation : The business analyst should confirm that the user stories are written
effectively by checking that they can be easily prioritized and are small enough to estimate
accurately. User stories are short and simple descriptions of a feature or functionality from
the perspective of an end user or customer. User stories should follow the INVEST criteria,
which stands for Independent, Negotiable, Valuable, Estimable, Small, and Testable. User
stories that can be easily prioritized and are small enough to estimate accurately are more
likely to meet the Estimable and Small criteria. Estimable means that a user story should
have enough information and clarity to allow developers and testers to estimate the effort
and time required to complete it. Small means that a user story should be simple and
concise, and it should be able to be completed within a single sprint by a single developer
or a small team.
Question # 3 Cloud Kicks has assembled a new product team to launch a brand ambassador partner
portal in Experience Cloud. The team is debating various ways to document the
requirements. The business analyst recommends writing user stories within the Agile
methodology.
What is the benefit of creating user stories when documenting project requirements? A. User stories provide specific details about a product early in the development lifecycleB. User stones decrease the need for collaboration within a product team throughout the
project.C. User stones translate requirements in a way that shows a product's value to the end
user.
Click for Answer
C. User stones translate requirements in a way that shows a product's value to the end
user.
Answer Description Explanation : User stories are short descriptions of a feature or functionality from the
perspective of an end user. They follow the format “As a , I want , so that
”. The who is the user role or persona who will benefit from the feature or
functionality. The what is the feature or functionality that the user wants or needs. The why
is the benefit or value that the user will get from the feature or functionality. User stories
help translate requirements in a way that shows a product’s value to the end user and
helps prioritize and validate them. User stories do not provide specific details about a
product early in the development lifecycle because they are usually high-level and
flexible. User stories do not decrease the need for collaboration within a product team
throughout the project because they require constant communication and feedback among
stakeholders, developers, and testers.
Question # 4 An external business analyst (BA) has been brought in to work on a Sales Cloud project for
Universal Containers (UC). UC's In-house BA has created epics and user stories, but the
external BA notices that one story appears to be written Incorrectly. A. As a sales manager, 1 need sales representatives to track their opportunities in
Salesforce.B. As a sales manager, 1 want sales reps to track their opportunities in Salesforce for
accurate forecast reporting.C. As a sales representative, 1 want to be able to track my opportunities in Salesforce so
that we can forecast accurately.
Click for Answer
C. As a sales representative, 1 want to be able to track my opportunities in Salesforce so
that we can forecast accurately.Question # 5 The Sen/ice Center at Universal Containers (UC) uses Service Cloud and Experience
Cloud to manage its customer case lifecycle. UC wants to limit the number of interactions a
customer has during the lifecycle. The project leader has asked the business analyst (BA)
to visually illustrate the lifecycle.
Which document should the BA create? A. Journey MapB. Heat MapC. Process Map
Click for Answer
A. Journey Map
Answer Description Explanation : This answer identifies a journey map as the document that the BA should
create to visually illustrate the customer case lifecycle for UC. A journey map is a tool that
shows how customers interact with a business across different touchpoints, channels, and
stages. A journey map helps to understand and improve the customer experience, identify
pain points and opportunities, and align business goals with customer needs.
Question # 6 A Salesforce business analyst (BA) has recently joined a new project to improve the Sales
Cloud implementation at Cloud Kicks. The BA wants to quickly introduce new functionality
to impress the customer.
Which action should the BA take? A. Demo standard features and elicit feedback from the customer.B. Update the page layouts to show the most relevant information at the top.C. Scope the development of an integration with enterprise resource planning (ERP)
Click for Answer
A. Demo standard features and elicit feedback from the customer.
Answer Description Explanation :
The action that the business analyst should take to quickly introduce new functionality to
impress the customer is to demo standard features and elicit feedback from the customer.
Demoing standard features means showing the customer how Sales Cloud can provide
out-of-the-box functionality that meets their needs or expectations without requiring
extensive customization or development. Eliciting feedback means asking the customer for
their opinions or suggestions on how Sales Cloud can improve their sales process or
performance. Demoing standard features and eliciting feedback helps to quickly introduce
new functionality to impress the customer by demonstrating the value and benefits of Sales
Cloud, as well as engaging and involving the customer in the solution design and delivery.
Question # 7 After the first round of user acceptance testing for a Sales Cloud project, the business
analyst discovered that a high number of test cases failed.
What is a possible reason why the test cases failed? A. Missing test org access detailsB. Missing test result detailsC. Missing test script details
Click for Answer
C. Missing test script detailsQuestion # 8 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? A. journey MappingB. Survey /QuestionnaireC. Focus Groups
Click for Answer
A. journey Mapping
Answer Description Explanation : The elicitation technique that the business analyst should use to gather
information about 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 is journey mapping. Journey mapping is a
technique that creates a visual representation of a user’s experience with a product or
service over time. It can help the business analyst understand how a user interacts with a
product or service across different touchpoints or stages, what pain points or obstacles
they encounter, what emotions or feelings they have, etc. Survey/Questionnaire is an
elicitation technique that collects quantitative or qualitative data from a large number of
stakeholders using predefined questions or scales. It can help the business analyst
measure stakeholder satisfaction, preferences, or feedback, but not capture the details or
nuances of their experience.
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