Question # 1 After completing the most recent sprint, a key stakeholder reached out to the business
analyst (BA) with some feedback about the Opportunity reporting functionality shown in the
QA org during the sprint demo.The stakeholder was Impressed with how easy it was to create reports about their
Opportunity data. The stakeholder noticed a misspelled column name in the Opportunity Funnel report. The stakeholder wants to add five additional fields to the Opportunity Funnel report.
Which actions should the BA take? A. Thank them for their feedback, update the misspelled column name in the QA org, and
log an enhancement for the five additional fields.B. Thank them for their feedback, log a bug for the misspelled column name, and add the
five new fields to the report in the QA org.C. Thank them for their feedback, log a bug for the misspelled column name, and log an
enhancement for the five additional fields.
Click for Answer
C. Thank them for their feedback, log a bug for the misspelled column name, and log an
enhancement for the five additional fields.
Answer Description Explanation :
According to the Salesforce Business Analyst Certification Prep, the business analyst’s role
in user acceptance is to facilitate the feedback loop between the development team and
the business stakeholders1. The BA should log any issues or change requests that are
identified during the UAT sessions and prioritize them according to the project scope and
timeline1. A misspelled column name is a minor defect that should be logged as a bug and
fixed before the release2. Adding five additional fields to the report is a new requirement
that should be logged as an enhancement and evaluated for the next sprint or
release3. The BA should thank the stakeholder for their feedback and communicate the
status of their requests1.
Question # 2 Cloud Kicks (CK) wants to enhance the user experience for customer service agents on
Service Cloud so they can effectively meet their service-level agreements. CK has a vision
for the future state, but needs to understand how to achieve it. A business analyst (BA) has
been assigned to help with this goal.
Which type of document should the BA use to meet the requirement? A. Change managementB. Use caseC. Gap analysis
Click for Answer
C. Gap analysis
Answer Description Explanation : A gap analysis is a document that compares the current state with the
desired future state of a process or system, identifies what needs to change or improve,
and recommends actions or solutions to bridge the gap. A gap analysis can help CK
understand how to enhance its user experience for customer service agents on Service
Cloud so they can effectively meet their service-level agreements. A change management
document is a document that outlines how changes will be planned, implemented,
communicated, monitored, controlled, etc., during a project lifecycle.
Question # 3 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 AnalysisB. Strategy AnalysisC. Stakeholder Analysis
Click for Answer
B. Strategy Analysis
Answer Description Explanation :
Strategy analysis is the process of identifying and evaluating the risks and benefits of a
proposed solution, as well as its alignment with the business goals and objectives. A
business analyst performs strategy analysis to understand the impact of a solution on the
project timeline, budget, scope, quality, and stakeholders.
Question # 4 During a Service Cloud implementation at Cloud Kicks, the business analyst (BA) reviewed
the user acceptance testing and identified results that conflict with the functionality that was
requested, While the testing was error-free, business stakeholders indicted that values in
reports and the layout of screens were unexpected.
What should the BA do next? A. Run testing again, ensuring the scripts reflect expectations and business processes
match functionalityB. Decompose and model the business processes, and identify testing procedures to
calculate new values.C. Present recommendations from testing to determine if improvements should be made to
the underlying implementation
Click for Answer
C. Present recommendations from testing to determine if improvements should be made to
the underlying implementation
Answer Description Explanation : After reviewing the user acceptance testing results, the business analyst
should present recommendations from testing to determine if improvements should be
made to the underlying implementation. Recommendations are suggestions or proposals
on how to enhance or modify the solution based on the feedback and findings from testing.
They should be prioritized according to their impact, urgency, and feasibility. The business
analyst should collaborate with stakeholders, developers, and testers to review and
evaluate the recommendations and decide which ones should be implemented before
deploying the solution to production. Running testing again, ensuring the scripts reflect
expectations and business processes match functionality, is not a good option because it
does not address the root cause of why the functionality was different from what was
requested. Decomposing and modeling the business processes, and identifying testing
procedures to calculate new values, is not a good option because it does not involve the
stakeholders or developers in finding solutions.
Question # 5 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 interfaceB. Standard object for activity capture, custom Lightning Web Component user interfaceC. Custom object for activity capture, custom Lightning web component user interface
Click for Answer
A. Standard object for activity capture, screen Flow user interface
Answer Description Explanation:
The recommendation that the BA should make to meet the requirements is to use a
standard object for activity capture, screen Flow user interface. This recommendation helps
to:
Minimize technical debt: Technical debt is the cost or consequence of choosing a
quick or easy solution over a better or more sustainable one. Using a standard
object for activity capture helps to minimize technical debt because it leverages the
existing functionality and features of Salesforce, reduces the need for custom
development or maintenance, and inherits new updates and enhancements from
Salesforce releases. Using a screen Flow user interface also helps to minimize
technical debt because it allows for creating and modifying screens and logic
without writing code, using point-and-click tools such as Flow Builder.
Inherit new features of the Salesforce Platform in future releases: Using a standard
object for activity capture helps to inherit new features of the Salesforce Platform
in future releases because it enables the use of native Salesforce components and
integrations, such as Lightning Experience, Einstein Activity Capture, Lightning
Dialer, etc., that can enhance the activity capture process and user experience.
Using a screen Flow user interface also helps to inherit new features of the
Salesforce Platform in future releases because it supports the use of Lightning
Web Components and other UI elements that can improve the look and feel of the
screens and provide more functionality and customization options. The other
options are either incorrect or irrelevant.
Option B is incorrect because using a
custom Lightning Web Component user interface does not minimize technical debt
or inherit new features of the Salesforce Platform in future releases, but rather
increases technical debt and maintenance costs, and requires custom
development and testing to keep up with Salesforce updates and changes. Option
C is incorrect because using a custom object for activity capture does not minimize
technical debt or inherit new features of the Salesforce Platform in future releases,
but rather increases technical debt and maintenance costs, and limits the use of
native Salesforce components and integrations for activity capture.
Question # 6 Which of the following User Management terms is best described by this definition: "
Record created to identify a new employee that starts accessing Salesforce". A. ProfilesB. Salesforce charactersC. UsersD. Roles
Click for Answer
C. Users
Answer Description Explanation:
Users is the User Management term that is best described by this definition: “Record created to identify a new employee that starts accessing Salesforce”. Profiles are
User Management terms that define what users can do within an organization based on
their job function and responsibilities. Roles are User Management terms that control data
visibility and reporting hierarchy within an organization based on users’ positions.
Usernames are User Management terms that identify users when they log in to Salesforce.
References:
https://help.salesforce.com/s/articleView?id=sf.users_def.htm&type=5
Question # 7 Which Salesforce standard license can be given to someone who need access only identity
services, such as single sign-on (SSO)? A. Identity OnlyB. Lightning PlatformC. SSO LicenseD. Salesforce License
Click for Answer
A. Identity Only
Answer Description Explanation : Identity Only is the Salesforce standard license that can be given to
someone who need access only identity services, such as single sign-on (SSO). Lightning
Platform, SSO License, and Salesforce License are not valid standard licenses in
Salesforce.
Question # 8 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.
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