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Salesforce Certified-Business-Analyst Exam Sample Questions

Question # 1

The leadership team at Universal Containers (UC) is focused on customer retention. The business analyst (BA) has been asked to implement a new customer for life program on the salesforce platform. Before their can move forward, they need to understand the lifecycle and all of the related interaction that IC has with its customers. Which type of session should the BA perform?

A. User Acceptance testing

B. Journey Mapping

C. Requirements Gathering

Answer

B. Journey Mapping

Explanation:

The type of session that the business analyst should perform to elicit user stories from UC’s customers is journey mapping. Journey mapping is a technique that involves creating a visual representation of the steps or stages that a customer goes through when interacting with an organization, product, or service. Journey mapping helps to capture the customer’s experience, needs, goals, pain points, emotions, and touchpoints across their entire lifecycle. Journey mapping also helps to identify any gaps or opportunities for improvement or innovation in the customer journey. Journey mapping can help elicit user stories from UC’s customers by allowing them to share their perspectives and feedback in their own words, as well as showing how the solution can add value and benefits to their journey.

References:

https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst￾certification-prep/customer-discovery

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Question # 2

A business analyst (BA) uncovered a number of issues communicated by stakeholders in a Sales Cloud discovery session. Which issue should concern the BA most?

A. The previous implementation partner neglected to do a knowledge transfer of the final solution.

B. The support organization still needs to be trained on how to use Sales Cloud.

C. The system admins note a fair amount of technical debt without having the time or expertise to address it.

Answer

C. The system admins note a fair amount of technical debt without having the time or expertise to address it.

Explanation: The issue that should concern the business analyst most is that the system admins note a fair amount of technical debt without having the time or expertise to address it. Technical debt is the accumulated cost or consequence of suboptimal design, development, or maintenance decisions on a software system. Technical debt can negatively affect the performance, security, usability, and maintainability of a software system, as well as increase the complexity and risk of future changes or enhancements. Technical debt can also reduce user satisfaction and adoption, as well as business value and return on investment. Therefore, the business analyst should be concerned about the technical debt in the Sales Cloud implementation and work with the system admins and other stakeholders to identify, prioritize, and resolve it.

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Question # 3

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)

Answer

A. Demo standard features and elicit feedback from the customer.

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.

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Question # 4

In which of the following app markets CANT the Salesforce App be found?

A. Google Play

B. AppExchange

C. App Store

Answer

B. AppExchange

Explanation: The Salesforce App cannot be found in the AppExchange market. The AppExchange is a marketplace for Salesforce apps, components, and consulting services, but it does not host the official Salesforce app itself. The Salesforce App can be found in Google Play and App Store markets for Android and iOS devices respectively.

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Question # 5

The scrum team working on Salesforce projects at Northern Trail Outfitters plans to review the current build with stakeholders to gather feedback. The business analyst will facilitate the meeting. Which type of meeting should be held?

A. Retrospective

B. Daily stand-up

C. Sprint review

Answer

C. Sprint review

Explanation: This answer selects sprint review as the type of meeting that should be held to review the current build with stakeholders and gather feedback. A sprint review is a meeting that takes place at the end of each sprint in the scrum methodology, where the development team demonstrates the working product increment to the stakeholders and collects their feedback. A sprint review helps to validate the requirements, evaluate the progress, and adjust the priorities for the next sprint.

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