Question # 1 The business analyst at Universal Containers is writing users stories to support the
Salesforce implementation for the sales operations division. There is a request for visibility into sales rep’ pipeline so that can see their revenue.
A. Who
B. WhyC. When
Click for Answer
B. Why
Answer Description Explanation:
Question # 2 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.B. 1. Review information from the discovery.C. 1. Review information from the
Click for Answer
C. 1. Review information from the
Answer Description Explanation :
This answer states that following these steps is the process that the BA should follow to
draft and finalize the requirements for implementing a new Service Cloud feature for Cloud
Kicks. Reviewing information from the discovery means that the BA revisits the information
or data that was collected during the discovery phase, such as business goals, stakeholder
needs, pain points, opportunities, etc. Asking clarifying questions means that the BA seeks
to understand and verify the information or data that was collected, and to resolve any
ambiguities or conflicts among them. Drafting requirements means that the BA writes down
the statements that describe what the solution must do or have to meet the business goals
and stakeholder needs. Refining and confirming requirements means that the BA revises
and validates the requirements with the stakeholders, and ensures that they are clear,
concise, consistent, and complete. Prioritizing which requirements will be included in the
minimum viable product means that the BA determines which requirements are essential or
desirable for delivering a solution that provides value to the stakeholders, and which
requirements can be deferred or excluded from the scope.
Question # 3 Northern Trail Outfitters (NTO) has noticed that many customers are posting to social
media about issues they are having with a new product. The services team is looking for
easy ways to engage with these customers and resolve their complaints. During the first
discovery meeting of the project, the business analyst (BA) hears that the VP of services
and support wants to implement Omni-Channel for NTO's Service Cloud.
What should the BA do first to ensure the ongoing success of the project? A. Configure a proof-of-concept demo within a sandbox environment to show the pros and
cons of the requested solution.B. Produce a gap analysis document that will show the ways the requested solution can
solve the limitations of NTO's current system.C. Encourage the project stakeholders to think of various ways to solve cases different
before deciding on a specific solution.
Click for Answer
C. Encourage the project stakeholders to think of various ways to solve cases different
before deciding on a specific solution.
Answer Description Explanation : The business analyst should encourage the project stakeholders to think of
various ways to solve cases differently before deciding on a specific solution. This is
because the business analyst should focus on understanding the problem or need that the
project is trying to address, rather than jumping to a predefined solution. By exploring
different options and alternatives, the business analyst can help the project stakeholders
find the best fit solution that meets their requirements and expectations, as well as aligns
with the project scope, budget, and timeline.
Question # 4 Cloud Kicks wants managers to be able to approve time-off requests in Salesforce. A business analyst (BA) wrote the following: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.
A. The acceptance criteria is too vague.B. The user story is too large to test.C. The acceptance criteria should be solution focused
Click for Answer
A. The acceptance criteria is too vague.
Answer Description Explanation : This answer states that the acceptance criteria is too vague as the reason
why the BA needs to make a change to improve the user story for Cloud Kicks who wants
managers to be able to approve time-off requests in Salesforce. A user story is a statement
that describes who, what, and why of a feature or a functionality from a user’s perspective.
A user story typically consists of a role, a goal, and a benefit. An acceptance criteria is a
set of conditions or tests that a user story must meet or pass in order to be considered
done and ready for deployment or delivery. The acceptance criteria is too vague as the
reason why the BA needs to make a change to improve the user story because it does not
specify how a manager can change the status of the request, how a manager can send a
comment to the employee about their request, or how to measure if the solution is intuitive.
The acceptance criteria should be more specific, measurable, achievable, relevant, and
time-bound (SMART) to ensure that the user story is clear, concise, consistent, and
complete.
Question # 5 Universal Containers is merging with another company that uses a different CRM. During
requirements workshops, the incoming support team has been proactively sharing ideas,
but the incoming sales team has been less engaged.
What should the BA do to ensure they are able to gather the necessary requirements? A. Put extra effort into following up with the sales team … requirements.B. Shift focus to the support team since they are proactively providing requirements.C. Continue the requirements workshops and hope the salesforce become more
responsive.
Click for Answer
A. Put extra effort into following up with the sales team … requirements.
Answer Description Explanation :
Proactively engaging the sales team is crucial for gathering a comprehensive set of
requirements:
Ensuring Inclusivity: All functional teams must provide input for a successful CRM
merger. Salesforce encourages proactive engagement with less responsive
stakeholders to ensure all perspectives are considered.
Addressing Resistance: Direct follow-ups allow the BA to uncover reasons for
disengagement and address them effectively.
Balanced Requirements Gathering: This approach prevents an imbalance in
requirements that may lead to solutions favoring one team over another.
Question # 6 The sales team is learning a new sales methodology. Management wants to align
Salesforce opportunities with the methodology.
What is the first step a business analyst should take to begin overhauling the Opportunity
object? A. Understand the current business processB. Configure stages in Salesforce.
C. Create new reports and dashboards
Click for Answer
A. Understand the current business process
Answer Description Explanation : The first step that the business analyst should take to begin overhauling the
Opportunity object is to understand the current business process. This is because
understanding the current business process helps to establish a baseline for measuring the
current state of performance, identify pain points and opportunities for improvement, and
align with the desired business outcomes. The business analyst should use techniques
such as interviews, observations, surveys, or process mapping to understand how users
currently use Salesforce opportunities and what challenges or gaps they face.
Question # 7 Historically, Cloud Kicks (CK) has been a B2C company. CK now wants to add a B2B line
of business. Sales leadership at CK has asked the business analyst (BA) how this will
impact its existing and future Salesforce configuration.
Where should the BA focus the initial impact analysis? A. Einstein ForecastingB. Person AccountsC. Lead Processes
Click for Answer
C. Lead Processes
Answer Description Explanation :
When shifting from a B2C to a B2B model, focusing on Lead Processes is critical for
several reasons:
Sales Processes and Lead Management: The transition requires adapting
Salesforce configurations to support B2B sales cycles, which typically involve
different stages and attributes compared to B2C. Salesforce documentation
highlights the importance of customizing lead processes to reflect the sales funnel
accurately for business customers.
Alignment with B2B Practices: Salesforce's Sales Cloud features for B2B
businesses, such as managing accounts and contacts hierarchies, work
seamlessly with lead processes. It’s crucial to ensure that the lead qualification,
assignment, and conversion processes align with B2B practices.
Person Accounts Relevance: While person accounts might be relevant for B2C
setups, the B2B model operates with organizational hierarchies that are better
served through traditional account and contact structures. Therefore, the initial
focus on lead processes ensures a proper setup for downstream configurations.
Question # 8 An executive at Cloud Kicks has tasked the internal Salesforce staff with the optimization of
a very manual process in its Salesforce org,
What should the business analyst do first before a future state is proposed to key
stakeholders? A. Manage project integrations with the technical team.B. Discuss project trade-offs with the executive sponsor.C. Hold a kickoff meeting to set expectations with the project team.
Click for Answer
C. Hold a kickoff meeting to set expectations with the project team.
Answer Description Explanation : The first thing that the business analyst should do before a future state is
proposed to key stakeholders is to hold a kickoff meeting to set expectations with the
project team. A kickoff meeting is an important step in initiating a Salesforce project, as it
helps to establish the project vision, goals, scope, roles, responsibilities, communication
plan, and success criteria. A kickoff meeting also helps to build rapport and trust among the
project team members, as well as identify any potential risks or issues that may affect the
project delivery.
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