Updated Salesforce Certified Business Analyst Real Dumps

test2023-01-17T08:15:55+00:00

Are you looking to become a Salesforce Certified Business Analyst? Look no further! Our newly updated Salesforce Certified Business Analyst Real Dumps are the perfect tool to help you prepare for the certification exam. Our Salesforce Certified Business Analyst Real Dumps feature questions that are similar in format and difficulty to those on the actual certification exam.

Not only does our Salesforce Certified Business Analyst Real Dumps provide you with the opportunity to familiarize yourself with the types of questions you’ll encounter on the actual exam, but it also allows you to identify and strengthen any areas of weakness. Additionally, our Salesforce Certified Business Analyst Real Dumps are constantly updated to align with the latest version of Salesforce, ensuring that you are always studying the most current and relevant material.

Page 1 of 7

1. Northern Trail Outfitters wants to reduce the amount of time it takes for customers to receive their orders after making an online purchase.

Which initial steps should the business analyst take to help determine why the order management and fulfillment process is slow?

Work with stakeholders to identify relevant processes, select a key process with defined start and end points, and collaborate with process owners and users to create a current state process map.

Conduct interviews with stakeholders in the order management and fulfillment departments to identify individual pain points and brainstorm process improvement solutions.

Create a process map that includes detailed steps related to order management and fulfillment, analyze the process map for inefficiencies, and present findings to leadership.

2. As part of the digital transformation at Cloud Kicks, company leaders have decided to adopt Service Cloud as its CRM platform for customer service and support. Executive directors are supportive of the initiative, but end users are unconvinced and prefer to remain on the current platform.

What should the business analyst do to gain the end users' cooperation?

Respond to end users with empathy and accommodate their needs; translate the end users' needs into technical requirements; and deliver the project to the developers to implement the solution.

Use an assertive influencing style; demonstrate authority and expertise; outline the project objectives; and make sure end users know that the decision has been made and the time to make changes has passed.

Identify key stakeholders and develop relationships with them as a trusted advisor; involve stakeholders and end users in the design of the new solution; and act as a liasion between business and technical teams.

3. Northern Trail Outfitters (NTO) is undergoing a Salesforce implementation for Service Cloud. The busjpess analyst is currency working with the development team as they build features in the sandbox. NTO wants to test these features before the changes are deployed to the production environment.

As part of the Application lifecycle Management (ALM) process, which three development models does Salesforce support?

Change Set Development, Org Development, Package Development

Rapid Application Development, Org Development Package Development

Salesforce DX, Flow Builder, Rapid Application Development

4. 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?

Host Focus group, conduct surveys, and shadow the sales reps to observe the tools they use and how the use them.

Run reports based on usage to see where the sales reps are spending the majority of their time in Salesforce.

Arrange for the sales reps to collaborate with customer service reps to learn service reps interact with Salesforce.

5. Universal Containers (UC) has decided to implement Salesforce and has assigned a business analyst (BA) to write user stories for the project. The BA plans to meet customer to their experience in their own words.

Which type of research should the BA use to elicit user stories from UC’s customers?

Shadowing

Interviewing

Behavioral

6. The business analyst (BA) at Cloud Kicks has been asked to map the current sales process in Sales Cloud to document legal compliance with local privacy regulations, which can differ based on the state or country of a data transaction.

Which activity would be most effective in helping the BA understand the sales process?

Using live workshops to map out the sales process

Asking stakeholders to complete a questionnaire

Conducting individual interviews with stakeholders

7. While working on a new Sales Cloud feature request for the sales team at Northern Trail Outfitters, the business analyst (BA) uncovers a workflow which could have an impact on the service team. The sales director assures the BA that the impact to service would be minimal.

Which step should the BA take next?

Review the effort and impacts with the service team, and work to align requirements across the teams.

Continue with the effort as defined by sales and add a backlog item to review the service impacts in the future.

Prioritize the effort as defined by sales and ask the director to review any service impacts. .

8. A sales manager express frustration that the sales team is failing to enter calls in salesforce. The manager is hoping to resolve the issue quickly and has limited time and budget to complete revamp existing tools and process, the sales manager reaches out to the business analyst (BA) for recommendation.

What should the BA do next?

Engage a developer to scope a custom solution.

Research third-party apps on the AppExchange.

Export a weekly report of user activity.

9. 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?

Change management

Use case

Gap analysis

10. Universal Containers has kicked off a project focused on transforming its customer service department using Service Cloud.

During onboarding, the project manager shared the following process maps with the business analyst (BA):

Case Creation

• Case Triage

• Case Assignment

• Case Management

• Case Closure

Which key attributes should the BA look for when reviewing the process maps?

Audiences, scope, inputs, outputs, and resources

Cost, timeline, risks, requirements, and opportunities

Case sources, types, volumes, priorities, and reasons

Page 2 of 7

11. The sales teams at Universal Containers (UC) want to add a custom field to a page layout. The IT manager reminds the business analyst (BA) that UC uses the Application Lifecycle Management (ALM) process. The addition of the custom field and subsequent release to everyone in the organization must follow this process.

What is the first step in the ALM process that should be taken?

Gather requirements and analyze them.

Obtain a change order from the customer.

Add a custom field to a page layout in a sandbox.

12. Universal Containers (UC) is wording with an implementation partner to help it optimize Salesforce. A new business analyst (BA) from the partner was introduced to UC stakeholders a few weeks into the project The BA is getting to know each of the stakeholders by their roles and contributions. However, the BA had one misstep and is slightly embarrassed.

What should the BA do to build trust with the stakeholders?

Be vulnerable and own their mistake.

Promise to work harder to avoid other mistakes.

Ask their supervisor for help immediately.

13. Cloud Kicks (CK) has expressed concerns about the distribution process for a new line of shoes, because the company consistently misses its targeted delivery dates. CK asks the business analyst (BA) to uncover the issue and propose a business solution.

What should the BA do next?

Review future state distribution processes for C

Explore how retailers similar to CK handle distribution.

Shadow an operations team member at the CK distribution facility.

14. The business analyst (BA) at Cloud Kicks (CK) has been tasked with optimizing CK's lead process. In the weekly sales meeting, the BA outlines the project and asks for input. A new entry-level employee reaches out multiple times with ideas and suggestions for improvements.

What should the BA do when responding to the new employee's input?

Schedule a one-on-one meeting with the new employee to get an alternative perspective from a beginner's mind.

Acknowledge the new employee's ideas while making extra effort to reach out to stakeholders who have more industry experience and knowledge.

Send a detailed survey to the entire sales team, including the new employee, to understand their needs, expectations, and priorities.

15. Cloud Kicks is implementing cases to handle its growing volume of customer inquiries. The Business analyst (BA) on the implementation has 2 years of experience with Service Cloud. This is one of the user stories the BA wrote for the implementation:

A customer service representative wants to use Salesforce Macros to update notes and change the case stats to close to reduce the time spent on each case.

Which mistake did the BA make when writing this user story?

The incorrect persona was used in the story.

The story included feature- specific language.

The story explained the value to the user.

16. Universal Containers (UC) has chosen to implement Sales Cloud and Service Cloud to increase revenue and remove bottlenecks in its current processes. A business analyst (BA) is tasked with diagramming business processes.

What should the BA do to successfully meet governance requirements to identify the business purpose?

Use UC's existing terminology.

Adhere to agreed upon mapping standards.

Identify resources engaged in each step.

17. Which of the following User Management terms is best described by this definition: " Item assigned to a User that determines the functionality that they can access across the Salesforce ecosystem".

Role

User License

Profile

Username

18. Universal Containers is in the planning phase of a Salesforce project that will transform its retail locations. The implementation team has had a difficult time determining the priorities and requirements of previous projects from people who would be directly impacted by the solution under consideration.

Which type of analysis should the business analyst recommend to ensure the implementation team avoids this challenge on the current project?

Persona analysis

Enterprise analysis

Stakeholder analysis

19. The VP of sales at Clod Kicks wants to streamline the lead qualification process to improve the team’s productivity and help them reach their target goals. A business analyst (BA) has been assigned to the project to identify the disconnect between the sales and marketing teams’ definition of a qualified lead?

What should the BA focus on?

Mapping historical leas data from each team and building charts to highlight similarities

Evaluating team’ skill and experience to determine how they can better align.

Scheduling and all-day collaboration workshop with both team to resolve their differences

20. Northern Trail Outfitters is undergoing a Service Cloud implementation and has decided to use the Scrum methodology for the implementation. A business analyst (BA) received an urgent, high-priority change request m the middle of a sprint.

Which step should the BA take next?

Add the change request to the backlog to be prioritized for the next sprint.

De-prioritize some user stones and add the change request to the current sprint.

Begin working on the change request as soon as the team has capacity.

Page 3 of 7

21. When creating a new User how can the Admin make sure a temporary password is generated?

Select "Temporary Password and Confirmation Email Required"

There are no temporary passwords available for setup of new users in Salesforce.

Select "Generate Passwords and notify the user via email."

This is a default feature, no setup required.

22. The business analyst (BA) at Universal Containers is responsible for defining the enhancement features for the current Salesforce CPQ implementation that must be configured in the next phase of the project.

Which type of document should the BA create to achieve the objective?

Business analysis plan

Scope statement specification

Functional requirements specification

23. Northern Trail Outfitters (NTO) is working with an implementation partner to transform its customer support team with Service Cloud. A new business analyst (BA) who is a replacement from the partner was introduced to NTO stakeholders during the discovery phase of the project. The new BA is still getting to know each of the stakeholders when they start the requirements workshop. The BA asks a stakeholder a discovery question and they seem irritated.

What should the BA do to build trust with the stakeholder as the project continues?

Set up a casual meeting to create a personal connection with the stakeholder.

Reset project expectations at the next meeting with the stakeholder.

Ask an executive sponsor to address the stakeholder's concerns.

24. A business analyst (BA) at Universal Containers (UC) has been asked to improve the user experience (UX) of marketing employee who manages webinar data. The chief marketing officer (CMO) thinks the UX issues are related to standard Salesforce Campaign functionality that misaligns with UC s business requirements. The BA surveyed the marketing group about their pain points and was surprised to discover that their concerns differ from the CMOs theory about issues with the UX of Campaigns in Salesforce.

Which influencing style should the BA use when presenting their findings to the CMO and other stakeholders?

Collaborative

Assertive

Analytical

25. From where can an Admin unlock a user?

Setup > Locked Users > Unlock

Users > Select user > Unlock

Setup > Object Manager > Users > Select User > Unlock

Users > Logins > Unlock Users

26. The business analyst at Cloud Kicks is beginning to write user stories for its Salesforce implementation.

Which three components should-be included when writing a user story?

Who, what, why

When, where, why

Who, when, why

27. Cloud Kicks is a rapidly growing company and has just expanded its team to include a business analyst (BA). The IT directory has asked the BA to use application Lifecycle Management (ALM) for all Salesforce development projects.

Which step of the ALM cycle requires the BA to study current business process gather requirements, and analyze them?

Test

Plan

Build

28. Universal Containers is setting up a Salesforce email integration for the sales team. Through discovery conversations, the business analyst (BA) learns the operations team also needs email integration in the near future.

What should the BA do next?

Proceed with the sales team's project as planned.

Start project work for the operations team.

Include the operations team during discovery.

29. The Salesforce development team is strictly following scrum to govern its releases. An executive trying to plan a vacation wants to know when work on the feature will begin so they can be available for additional implementation questions. After consulting with the product owner, the business analyst (BA) learns the team has decided to adopt Kanban instead for all future releases.

What should the BA tell the executive?

Work will begin after executive approval is given.

Work will begin in the next sprint.

Work will begin when capacity becomes available

30. 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."

Which mistake did the BA make when creating this story?

The goal is undefined.

The persona is undefined.

The need is undefined.

Page 4 of 7

31. Universal Containers (UC) uses a Salesforce org. UC is merging with a sister company that uses a different CRM. The incoming sales team is reluctant to change to a different process. The business analyst (BA) has been asked to help reach consensus and drive adoption.

Which group is well positioned to help the BA secure alignment for the initiative?

System admin and project manager

Power users and top sales earners

Executive sponsors and sales leadership

32. After reviewing a technical demo, the Northern Trail Outfitters sales leadership team wants to mate adjustments to the original requirements around Sales Cloud opportunity management.

What should the business analyst do to manage the requested changes?

Update the gap analysis document and scope statement specification.

Update the change request log and draft a new user story.

Update the change management document and user acceptance testing plans.

33. Universal Containers (UC) has low adoption rate of its Salesforce solution. UC has hired a new vendor to overhaul its documentation and train)ng process. needs a business analyst to facilitate this transition.

Which of set if actions are the most effective business needs from stakeholders?

send surveys to collect feedback; observe end 'Users; whiteboard incoming requests; and store communication In a centralized location.

Mock up a design; build a prototype; demonstrate functionality to end users; and collect feedback for Changes.

Use multiple forms of communication; build trust; show empathy; and get commitment for next

34. Which users will be able to reset a Single Sign-On user Password?

The SSO Manager

Users above the SSO user in the role hierarchy.

Only the Admin

Admin and Users with the right permission sets.

35. The business analyst (BA) implementing Salesforce at Cloud Kicks is interacting with many different people throughout the company. Some of the subject matter experts (SMEs) are difficult to engage, and the BA is struggling to get the information they need.

What should the BA do when they find it difficult to get a response?

Put extra effort into following up with the SMEs.

Limit effort to contact the unresponsive SMEs.

Escalate the concern to the SMEs' manager.

36. The project team at Universal Containers has started to review the existing Salesforce manufacturing solution that has low adoption and a variety of customization including custom objects, custom fields, renamed standard fields.

What should the business analyst recommend to the project team to increase understanding when documenting requirements, process and potential solutions?

Use customer terminology and language.

Use industry terminology and language.

Use Salesforce terminology and language.

37. A business analyst (BA) is in the process of documenting requirements.

The BA wrote the following user story:

"As a sales team manager, I want the ability to access reports on Sales Cloud to evaluate if the team's daily activities are meeting the set goals.’’

Which acceptance criteria is most appropriate for this user story?

Able to monitor the sales team's performance

Able to click the Run button on sales reports

Able to view the sales team's reports

38. Universal Containers is currently doing user acceptance testing for a global customer service project that leverages Service Cloud. A stakeholder is executing a test case for a specific user story.

The stakeholder has provided this feedback:

• The functionality described in the test case is working as expected.

• The stakeholder wants to change the label of several fields described in the test case.

• The stakeholder wants to add two new fields that were excluded from the test case.

Which step should the business analyst take next?

Acknowledge the feedback, update the existing user story to include the field changes, and assign the user story back to the technical team for immediate development.

Acknowledge the feedback, create a new test case that includes the field changes, and assign the test case hack to the stakeholder far immediate testing.

Acknowledge the feedback, create a new user Story that includes the field changes, and ask the stakeholder to update the existing tat case to show it was successfully tested.

39. 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?

Retrospective

Daily stand-up

Sprint review

40. Universal Containers is developing a new recruitment app using Service Cloud.

The project team has started writing user stories including:

"As a human resources (HR) manager, I need to document the progress of a candidate's submission so I can manage the candidate's application throughout the recruiting process."

What is one definition of done for this user story?

The Candidate Status field can be updated.

The acceptance criteria has been approved.

The Candidate object has Edit access.

Page 5 of 7

41. A business analyst (BA) at Northern Trail Outfitters is assigned to a project to help revamp the case management process. The BA has gathered requirements and finished the first draft of user stories.

What should the BA use to assess the quality of a user story?

INVEST checklist

Numerical framework

Gap analysis document

42. 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?

They contain substantial details and focus on technical elements.

They are dependent on related acceptance criteria and overlap with other use cases.

They can be easily prioritized and are small enough to estimate accurately.

43. In what phase of the four application lifecycle milestones does this action belong? Communicate Changes, Update Profiles and Communicate end of Changes.

Build

Deploy

Test

Plan

44. Universal Containers is about to kick off a new Salesforce implementation, bringing both sales and service teams onto the platform. Each team has been managing Accounts and Contacts in their own way even though the Accounts and Contacts are shared between the teams. This has resulted in disagreements about what should be built in Salesforce.

Which groups should the business analyst work with to gain full alignment on a common program vision and strategy?

Business leaders, middle management, and end users

Senior leadership, IT leadership, and middle management

Executive sponsors, IT leadership, and end users

45. A business analyst has been asked to evaluate all of the reporting tools that Universal Containers (UC) currently uses, including CRM Analytics, to identify gaps and overlaps in functionality.

Which tool would help UC understand the existing functionality?

Value stream map

Capability model

Process map

46. The business analyst (BA) at Cloud Kicks has been interviewing customer service team members who use Service Cloud to understand the steps they take to complete their daily work. The BA is working on a solution to improve their productivity by identifying each step and documenting its purpose.

Which type of requirement documentation is the BA using in this scenario?

Process mapping

Value stream mapping

Data modeling

47. Which tool is used to create reports, incorporate filters and select the Report Type?

Data Loader

Report Builder

A csv file that will then get imported.

Report Composer

48. Universal Containers is implementing a Salesforce solution that’s designed to transform its customer service division. During sprint planning, it was determined that the development team would be able to successfully deliver all remaining work items. However, due to unplanned delays, the development team is now at risk of being unable to complete the work items.

The project manager has asked for the business analyst’s (BA) help to prioritize the remaining work items. The development team has 16 hours of capacity remaining and is focused on launching a minimum viable product (MVP) of the customer service solution as soon as possible.

Which work items should the BA prioritize with the remaining 16 hours of development capacity?

US-4008 and US-4009

US-4008 and US-4009

US-4007 and US-4009

US-4009 and US-4010

49. A business analyst is working with a new customer on a Sales Cloud implementation. The executive sponsor for the project is new to the company and their role as VP. The sponsor has inherited functional requirements from the previous VP that were gathered 9 months ago. The project start date has yet to be defined. The sponsor wants to use the inherited requirements in lieu of a traditional discovery process.

What is the largest risk with this approach?

The previous VP's requirements fail to meet current formatting standards.

The previous VP's requirements may differ from those of the new executive.

The previous VP's requirements are outside of the Salesforce framework.

50. Universal Containers has planned an initiative to assess its Salesforce org to identify areas of risk and has asked the business analyst (BA) to provide an analysis of its current state. The BA will utilize Salesforce Optimizer for the assessment.

How should the BA use the output from the tool?

Understand the project scope.

Verify Lightning page loading time.

Identify top project priorities.

Page 6 of 7

51. During a sprint grooming session for the Sales Cloud implementation at Cloud Kicks, the development team mentions the step "Code Review by Technical Architect" listed within the acceptance criteria needs to be adjusted.

Which location should the business analyst move this item to?

Project plan

Definition of done

Pull request template

52. The Salesforce delivery team at Cloud Kicks consistently has user stories that developers start but are unable to complete during each sprint. During the most recent retrospective, the development team expressed that they are running out of time to complete the stories. The team used the INVEST checklist to diagnose why these stories are incomplete at the end of the sprint.

Which checklist item is the most likely reason why the stories are incomplete at the close of the sprint?

Negotiable

Valuable

Small

53. A business analyst (BA) is compiling a list of subject matter experts to consult throughout the discovery for a new Service Cloud implementation.

What is the primary value of the BA speaking with customer service reps?

Validating current processes

Estimating the project cost

Building solution design consensus

54. The business analyst (BA) working with the contract renewal team at Cloud kicks has mapped out is current renewal process, the BA has noted where representatives are inputting contract information from PDF document which is introducing errors an inaccurate date into Salesforce.

Which type of inefficiency is happening during this step in the process?

Avoidance

Manual effort

Duplication

55. Cloud Kicks (CK) recently decided to transition its business from spreadsheets to a Salesforce solution. CK leaders are excited about the capabilities of Salesforce. Each leader has different ideas about how the platform should be implemented. CK has hired a business analyst (BA) to help define and manage the implementation.

What should the BA do in the first discovery meeting with stakeholders?

Collaborate with stakeholders to examine and define CK's purpose, customers, metrics, and overall business to inform project direction and vision.

Discuss and document specific pain points in existing processes to inform future project requirements.

Preview potential Salesforce solutions and collect feedback from stakeholders on each option to inform the direction of the project.

56. Cloud Kicks leadership wants to use custom code for functionality that can easily be created declaratively in Sates Cloud. The business analyst (BA) has been asked to advise leadership on how these approaches impact their solution options.

What is one of the BA's strongest arguments for using configuration over code?

Configuration leverages multiple programming languages.

Configuration allows for any level of complexity.

Configuration provides faster speed to market.

57. The business analyst at Universal Containers is helping the team transition from workflow rules to flows. The work has been built and it is time to kick off user acceptance testing (UAT).

What is the goal of UAT?

To ensure what was originally requested is being delivered

summarize the overall ask and determine what is in scope

To identify acceptance criteria with pass/fail indicators

58. One retail location of Cloud Kicks has been getting complaints from shoppers about being unable to find items in the store. The general manager has asked IT to configure tablets for the sales clerks so they can move freely around the store to assist customers.

The IT team writes a functional requirement:

• Tablets running the Salesforce mobile app must allow users to access store inventory records which include current item count and item location.

Which user story should the business analyst write to describe the functional requirement?

As a sales clerk, I want to see item availability and locations to help customers find items.

As a general manager, I want sales clerks to have tablets so they can help customers find items.

As a customer, I want sales clerks to have access to item availability to help them find items.

59. The project team is building a Sales Cloud implementation. The business analyst (BA) wants to make sure the solution meets the needs of the business. The BA needs to identify where user testing should occur and who should participate.

Which approach should the BA follow?

Create a scratch org and give the development team access to it.

Create a partial sandbox and give the VP of sales access to it.

Create a full copy sandbox and give power users access to it

60. Which element of the storytelling process for UX is described here: "A hurdle that makes it difficult for your heroes to succeed on their journeys."

Challenge

Monster

Victory

Helper

Page 7 of 7

61. A group of business analysts (BA) at Universal Containers have been working with different teams of stakeholders on eliciting requirements for a new Salesforce app. The BAs have gathered and documented all of the information in a central location. Upon review of the requirements, the BAs discovered that changes made to the documentation were overwritten by each other, and they will lose time recapturing them.

What should the BAs do differently to prevent this error from happening?

Each BA should use their own separate documentation.

Each BA should enter their business needs in a shared spreadsheet,

Each BA should use a shared system that has version control.

62. The business analyst (BA) at Universal Containers is preparing for user acceptance testing (UAT) for an Experience Cloud implementation.

Which people should participate in UAT?

Business users, project manager, key stakeholders

BA, project manager, key stakeholders

BA, business users, key stakeholders