Question # 1 The business analyst (BA) on the Salesforce development team at Northern Trail Outfitters
is leading a requirements elicitation workshop about the process for onboarding new
wholesale partners. While whiteboarding the process, one stakeholder continuously
interrupts and points out inefficiencies with invoicing and delivery processes.
What should the BA do to prevent the session from being derailed? A. Shift the conversation from onboarding to the stakeholder's concerns.B. Ask the stakeholder to focus on the onboarding process.C. Add the stakeholder's concerns to a "parking lot" for further discussion
Click for Answer
C. Add the stakeholder's concerns to a "parking lot" for further discussion
Answer Description Explanation : The best practice for preventing a session from being derailed by an off-topic
stakeholder is to use a “parking lot” technique. A parking lot is a list of topics or issues that
are not relevant to the current session but may need further discussion or resolution later.
The BA should add the stakeholder’s concerns to a parking lot for further discussion, and
acknowledge that they are important but out of scope for the current session. This way, the
BA can keep the session focused on the onboarding process and avoid wasting time or
losing engagement from other stakeholders.
Question # 2 The executive director of Universal Containers (UC) plans to purchase additional
Salesforce Iicenses. The director recently hired a business analyst (BA) to lead a series of
journey mapping sessions. The director wants the Journey mapping sessions to be tailored
to the features and capabilities that are currently available in UC’s Salesforce environment.
Which information does the BA need to determine the features and functionality UC can
implement while avoiding additional costs? A. Organization edition and license type
B. Storage capacity and license type
C. Number of active users and license type
Click for Answer
A. Organization edition and license type
Answer Description Explanation : This answer states that organization edition and license type are the
information that the BA needs to determine the features and functionality that UC can
implement without additional costs for purchasing additional Salesforce licenses.
Organization edition is a version of Salesforce that provides a set of features and
functionality based on the needs and size of an organization, such as Essentials,
Professional, Enterprise, Unlimited, etc. License type is a category of user access that
determines what features and functionality a user can access within an organization, such
as Salesforce Platform, Salesforce, Customer Community Plus, etc. Organization edition
and license type are the information that the BA needs to determine the features and
functionality that UC can implement without additional costs because they define the limits
and capabilities of UC’s Salesforce environment, and they affect the pricing and availability
of additional licenses.
Question # 3 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 impactB. Team, budget, and timeline impactC. Technical, operational, and regulatory impact
Click for Answer
A. Scope, resource, and documentation impactQuestion # 4 Universal Containers (UC) wants to overhaul its Service Cloud implementation and has
hired a consulting company to help drive requirements. In an effort to gain more information
about the project, the business analyst (BA) has begun to review UC’s structure to
understand the functions of each department, how departments interact, and who reports
to whom within UC.
Which technique is the BA using? A. Enterprise AnalysisB. Stakeholder AnalysisC. Strategy Analysis
Click for Answer
B. Stakeholder Analysis
Answer Description Explanation : The technique that the business analyst is using to understand UC’s
structure is stakeholder analysis. Stakeholder analysis is a technique that involves
identifying, analyzing, and engaging the individuals or groups who have an interest or
influence in the project outcome, such as customers, users, sponsors, managers, team
members, etc. Stakeholder analysis helps to understand the functions, interactions, and
reporting relationships of each stakeholder group, as well as their needs, expectations,
priorities, and concerns. Stakeholder analysis also helps to plan how to communicate,
collaborate, and manage the stakeholders throughout the project lifecycle.
Question # 5 A business analyst (BA) at Northern Trail Outfitters was asked to create a new user story
for a Sales Cloud update requested by the inside sales team. The BA created the following
story: As a user, I need visibility to customers' purchase history details so I can increase
efficiencies and improve closure rates by better tailoring sales offerings. "A. The goal is undefinedB. The persona is undefinedC. The need is undefined
Click for Answer
B. The persona is undefined
Answer Description Explanation : The mistake that the business analyst made when creating this story is that
the persona is undefined. A persona is a fictional representation of an end user who has a
specific role, goal, or need. A user story should specify the persona as part of its format: As a [persona], I need [need], so I can [goal] ”. Specifying the persona can help the
business analyst communicate who will use the feature and why it matters to them. The
goal and the need are defined in this user story. The goal is to increase efficiencies and
improve closure rates by better tailoring sales offerings. The need is visibility to customers’
purchase history details.
Question # 6 A business analyst (BA) at Northeren Trail Outfitters has been asked to explain a sales process improvement idea and collaborate on a plan for implementation. Several sale users in various locations have been identified to participate. Which technique should the BA use to optimize effectiveness and build a shared understanding of the idea and approach? A. Demo prototype B. Virtual whiteboard C. One-on-one meetings
Click for Answer
B. Virtual whiteboard
Answer Description Explanation: References:
Question # 7 Cloud Kicks has moved into the quality assurance (QA) phase of Salesforce product
configuration and extension. The QA team is now trying to confirm it has delivered value to
stakeholders based on business requirements. The team is asking questions such as, "Did
we build the right product?'' and "Did we build the product right?"
Which element should the business analyst use to help the QA team validate that the
product fulfilled the requirements without ambiguity? A. Process mapsB. User storiesC. Acceptance criteria
Click for Answer
C. Acceptance criteria
Answer Description Explanation : The element that the business analyst should use to help the QA team
validate that the product fulfilled the requirements without ambiguity is acceptance criteria.
Acceptance criteria are statements that define the conditions that a product or feature must
meet in order to be accepted by stakeholders or end users. They can help the QA team
test the functionality based on specific scenarios or outcomes, and verify that it meets the
expectations or needs of stakeholders or end users. Process maps are diagrams that show
how a business process flows from start to end. They can help the QA team understand
how a product or feature works in relation to a process, but not how to validate it without
ambiguity. User stories are statements that capture a requirement or feature from an end
user’s perspective. They can help the QA team understand what needs to be done and
why it matters, but not how to validate it without ambiguity.
Question # 8 Universal Containers is working to improve Salesforce adoption. Customer reps are
utilizing many Salesforce features in the org, but sales reps are still relying on their
personal spreadsheets.
What should the business analyst do to better understand the sales reps process in order
increase Salesforce adoption? A. Host Focus group, conduct surveys, and shadow the sales reps to observe the tools
they use and how the use them.B. Run reports based on usage to see where the sales reps are spending the majority of
their time in SalesforceC. Arrange for the sales reps to collaborate with customer service reps to learn service
reps interact with Salesforce.
Click for Answer
A. Host Focus group, conduct surveys, and shadow the sales reps to observe the tools
they use and how the use them.
Answer Description Explanation : The best practice for understanding the sales reps process in order to
increase Salesforce adoption is to host focus groups, conduct surveys, and shadow the
sales reps to observe the tools they use and how they use them. These methods help to
elicit feedback and insights from the sales reps, understand their pain points and needs,
identify the gaps and opportunities in their current process, and demonstrate the value and benefits of using Salesforce. The other options are either insufficient or irrelevant. Option B
does not capture the sales reps’ perspectives or preferences, and may not reflect their
actual usage of Salesforce. Option C does not address the sales reps’ process or
challenges, and may not be applicable or effective for them.
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