TEST BA PT4

During a requirements workshop, the marketing team mentions they need help reporting on their marketing effort return on investment (ROI). They ask for a new field on the Opportunity object named “Customer Origin”. What should the business analyst do next?. Explain to the customer that the workshop is focused on documenting requirements, rather than solutioning, and write down their pain points. Ask follow-up questions to determine if standard Salesforce functionality around Leads, Campaigns, and Opportunities could meet this need. Write the user story: As a marketer, I need to track customer origin on Opportunity so that I can report on the ROI of our marketing efforts.

Universal Containers is focused on an initiative to streamline its channel management processes. Due to the level of complexity, the business analyst (BA) will gather and document the key points in preparation to build a more detailed process map. Which diagram should the BA use in this case?. Value Stream Map. SIPOC (Suppliers, Inputs, Process, Outputs, Customers). Capability Model.

Sprint 1 of 5 has been completed in a Sales Cloud implementation. The business analyst (BA) met with the stakeholders to prioritize the backlog for the next sprint. One of the stakeholders wants to include a medium-priority item. There is still a list of high-priority items that need to be addressed. How should the BA communicate with the stakeholder?. Verity why the item is medium-priority, explain the reason, and determine if the item priority was misjudged compared to other items. Support the stakeholder in this decision, move the medium-priority item to the next sprint, and inform the development team. Schedule a meeting to discuss the importance of the item, then re-evaluate all of the items and their priority levels.

The business analyst (BA) at Cloud Kicks is having a hard time documenting a user story to change an existing Opportunity flow for sales users. The architect expressed their concerns to the BA that they lack a comprehensive list of the components that will be affected by the updated flow. Which best practice should the BA follow?. Schedule additional discovery sessions with the sales users to understand what will be impacted by the changes. Write the user story without making any assumptions about how it will be implemented or which components are affected. Ask the development team to investigate and document all affected components before the story can be written.

Universal Containers (UC) has a low adoption rate of its Salesforce solution. UC has hired a new vendor to overhaul its documentation and training process. UC needs a business analyst to facilitate this transition. Which set of actions are the most effective for eliciting business needs from stakeholders?. Use multiple forms of communication; build trust; show empathy; and get commitment for next steps. Mock up a design: build a prototype; demonstrate functionality to end users: and collect feedback for changes. Send surveys to collect feedback; observe end users; whiteboard incoming requests; and store communication in a centralized location.

Business users at Cloud Kicks have just completed user acceptance testing for a Commerce Cloud implementation. The senior executives want to understand how successful testing was and have asked the business analyst to calculate the success rate. How is the success rate calculated?. Number of passed test cases divided by total number of test cases. Number of failed test cases divided by total number of test cases. Total number of test cases divided by number of passed test cases.

The delivery team at Cloud Kicks is getting ready to demonstrate some new Sales Cloud functionality for a project’s stakeholders. The business analyst has prepared a demo script, created test data in the sandbox, and tested the new functionality. Which additional activity is most likely to result in a successful sprint demo?. Conducting multiple dry runs. Performing a code review. Exporting a backup copy of the demo data.

The project manager for a new project at Northern Trail Outfitters (NTO) wants the business analyst (BA) to obtain alignment on goals and strategies across NTO's organization. Using NTO’s documentation, the BA begins to understand NTO’s strategies but needs more information. Which methodology should help the BA obtain the required information?. V2MOM (Vision, Values, Methods, Obstacles, Measures). RACI (Responsible, Accountable, Consulted, Informed). SMART (Specific, Measurable, Achievable, Relevant, Time-bound).

The customer service director at Universal Containers wants a self-service portal for customers using Experience Cloud. The director has a limited budget and wants the solution delivered before the end of the quarter. After assessing several potential options, which solution should the business analyst recommend?. The solution with the highest business value. The solution with the fastest implementation time. The solution with the lowest cost.

The technical team at Cloud Kicks is trying to deliver one of its Salesforce customizations. The business analyst (BA) has been asked to put assignments, test plans, decisions, and milestones in writing and share this document with stakeholders so there is less potential for confusion. Which tactical document should the BA use to capture features?. Release plan. Business analysis plan. User Acceptance Test plan.

The project manager for Universal Containers tells the business analyst (BA) that the developers on the team are having trouble understanding what to build because the acceptance criteria for the Sales Cloud user stories are confusing. How should the BA respond to the feedback effectively?. Ask for specific examples to review. Recommend additional training resources. Confirm that best practices are being followed.

Cloud Kicks (CK) wants to redefine its lead-to-customer business process. CK wants to unify the interactions between sales, marketing, and customers to provide a more seamless experience. The business analyst (BA) needs to create a visual representation that includes the steps and inputs from both sales and marketing. Which tool should the BA use to capture all nuances of the current state?. Process Mapping. Journey Mapping. Whiteboarding.

Universal Containers wants to implement a solution to help it track and analyze its carbon emissions in an effort to meet its new initiatives. The CEO has reached out to the product development team for assistance. The business analyst (BA) has begun exploring potential solutions based on the requirements. What should the BA do first?. Review relevant apps on the AppExchange. Use CRM Analytics actionable insights. Investigate building a custom app.

Cloud Kicks will launch a new customer experience portal. During discussions with the VP of customer service, a business analyst (BA) recorded the following: • All logins must use multi-factor authentication (MFA). • Portal pages should load within 2 seconds. How should the BA document the items?. Non-functional requirement. Functional requirement. User story.

A business analyst (BA) is preparing to demonstrate the functionality built by the development team over the last sprint to the client. Which technique should the BA use to create a compelling demo?. Storytelling – hero, challenge, helper, victory. STAR method – situation, task, action, result. Functional – requirements, code/configuration, run as user.

A Cloud Kicks business analyst (BA) is conducting user interviews with the support team as part of a migration to Salesforce. Several users indicate they use multi-factor authentication (MFA) on their phones to log in to existing systems. Other users have indicated they access existing systems with only a username and password. Which action should the BA take?. Verify the requirement with the security team. Select the requirement used by the majority of the support team. Bring the requirement to the product owner’s attention.

The business analyst (BA) at Northern Trail Outfitters is assigned to a project to help revamp its Experience Cloud implementation. When assessing the existing process, which type of diagram should the BA use to identify waste within and between processes?. Value Stream Map. Detailed Process Map. Suppliers, Inputs, Process, Outputs, Customers (SIPOC) Map.

During a discovery workshop, it was identified that the solution needs to meet all legal accessibility standards (for example, ADA, Section 508, WCAG, etc.). How should a business analyst document this need and ensure it is applied universally across the solution?. Create a non-functional requirement for accessibility standards. Create a functional requirement for accessibility standards. Create a user story for accessibility standards.

A business analyst (BA) at Cloud Kicks has been tasked with preparing for requirements gathering workspace for an upcoming Sales Cloud implementation. Which documentation is most beneficial for the BA to define the scope of the project?. Suppliers, Inputs, Process, Outputs, Customers (SIPOC) Map. Detailed Process Map. Value Stream Map.

During a workshop to understand Universal Containers’ current sales process, there seems to be some disagreement between the North America and EMEA sales teams about the steps required to close a sale. What should the business analyst do to gain consensus on the current opportunity process?. Create a Process Map detailing opportunity stages, then schedule a meeting with the sales teams for review. Postpone the discussion and email the sales team leadership to clarify the opportunity stages. Open the production org, navigate to Sales Processes in Setup, and review the opportunity stages.

The project team at Cloud Kicks is under a tight deadline to implement a new Service Cloud feature. The business analyst (BA) has received feedback from the customer that the existing functionality is difficult to use. The BA wants to better understand the customer's pain points before writing requirements. Which document should the BA use?. Journey map. Process map. Capability map.

Universal Containers has a new client, and the business analyst wants to leverage customer-centric discovery to ensure a successful project outcome. Which step of this process happens before the first requirements workshop?. Know Your Customer. Connect With Your Customer. Be Your Customer.

Sales leadership at Cloud Kicks (CK) is concerned about the limited adoption of Salesforce at the company. CK’s Salesforce implementation includes many custom pages. Multiple users have complained about waiting a long time for key functionality to display. What is the recommended way for a business analyst to understand the opportunities for improvement?. Enable Debug Logs. Monitor the Lightning Usage App. Run the Lightning page layout.

The business analyst (BA) is preparing for the initial requirements gathering workshops with Cloud Kicks on a new Sales Cloud project. The BA has identified the stakeholders, reviewed the project scope, and scheduled each workshop. Which key steps should the BA take next?. Document the current state, email to attendees with an agenda, and propose the future state. Identify personas, document the current state and propose the future state. Document the current state, offer a survey to stakeholders, and propose the future state.

Universal Containers is integrating its enterprise resource planning (ERP) with Salesforce to gain inventory visibility for the sales team. One of the user stories for this project is: “As a sales rep, I want to be able to find containers close to my customer so I can tell them which products they can receive quickly.” Which acceptance criteria is most appropriate for this story?. Sales rep can see the inventory closest to a customer with a quick action. As a sales rep, I see the inventory closest to a customer. Sales rep can see the Inventory closest to a customer.

Universal Containers is in the discovery phase of a new Service Cloud project. The lead business analyst (BA) reviews user stories written by junior BAs. The lead BA discovers these user stories are missing important details, such as how case routing should work. The lead BA asks the junior BAs to make revisions based on the intended audience for the user stories. Who will take action based on the information provided in the final user stories?. Business user and QA team. Development and QA teams. End user and development team.

Northern Trail Outfitters (NTO) wants to discuss an enhancement to Campaigns with the engineering, marketing, and sales teams. The changes involve detailed integration between systems that will be used by NTO’s customers. The business analyst (BA) needs to complete the org impact analysis. Which reference should the BA consult to understand the integration pattern?. Solution Architecture Diagram. Business Requirements Document. Salesforce Solution Kits.

Northern Trail Outfitters (NTO) is a rapidly growing company that hired a business analyst (BA) to help revamp its sales and support processes. The stakeholder at NTO wants to understand the value of Application Lifecycle Management (ALM). What are benefits of ALM that the BA should share with the stakeholder?. ALM provides processes and policies which help build apps more efficiently. ALM allows features to remain static and reduces incremental changes. ALM offers preview access to the three Salesforce Releases per year.

At Cloud Kicks (CK), the marketing director’s management style is results-driven. CK uses scrum methodology when developing improvements to its Salesforce org. The director requests urgent enhancements in the middle of a sprint that require changes by the development team. The director believes their needs are of the highest importance. What should the business analyst do when disruptions to the project occur?. Interpret the requests as guidelines to be used when determining priorities for the upcoming release. Focus on the agreed upon deliverables instead of the new requests to prevent overallocation of resources. Ask the project manager for an additional resource to implement the new requests.

Which type of process diagram should the business analyst use at the beginning of a Salesforce project to outline high-level process areas such as “Prospect to Contract”?. Value stream map. SIPOC (Suppliers, Inputs, Process, Outputs, Customers). Capability model.

Universal Containers is transitioning to Slack as its internal communication tool and is ready to release. What is the final step that a business analyst should perform during the user acceptance testing process that would ensure a “go” decision?. Get written sign-off from all business stakeholders. Complete development on bugs discovered during this phase. Conduct a final retrospective meeting with the project team.

The Salesforce project team at Universal Containers is reviewing a backlog of user stories to add to an upcoming sprint. The team is unsure of which story to begin working on. What should the business analyst do to help with prioritization?. Identify dependent components. Verify acceptance criteria. Determine the definition of done.

Universal Containers is working to improve Salesforce adoption. Customer service 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 to increase Salesforce adoption?. Host focus groups, conduct surveys, and shadow the sales reps to observe the tools they use and how they 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 how service reps interact with Salesforce.

A business analyst (BA) sees that all the acceptance criteria they wrote for an upcoming project go live have passed unit testing. How can the BA support the project team to ensure the solution meets the business's needs before demoing it to the relevant stakeholders?. Help conduct user acceptance testing to make sure the product works smoothly across all business processes. Collaborate with stakeholders to establish a rollout communication and training plan. Prepare documentation to summarize the QA team's unit test results for the business stakeholders.

When customers have had an issue making an online purchase on the Northern Trail Outfitters (NTO) website, they submitted feedback about the quality of the service provided by the support team. NTO has listened to its customers and wants to make improvements. How should the business analyst guide the conversation with stakeholders to identify meaningful process improvements?. Facilitate workshops with stakeholders to understand priorities. Review support team feedback survey results with stakeholders. Analyze CSAT numbers with stakeholders to identify major pain points.

Cloud Kicks (CK) wants to incorporate a credit check process to verify prospects in Sales Cloud. CK asks the business analyst (BA) to identify which stage of the sales process that the credit check should be embedded. What should the BA do to meet the requirement?. Create a process map. Create a value stream map. Create a capability model.

During the discovery phase of a Sales Cloud project at Cloud Kicks, the business analyst (BA) gathers information about the current sales process to uncover potential areas of improvement. The VP of sales has been collecting data from their sales team but is unsure which numbers are truly relevant indicators of the team's success. Which benchmark should the BA recommend as an effective way to measure the team's success?. Average revenue per account. First contact resolution rate. Number of outbound calls per hour.

Cloud Kicks (CK) is planning a project to optimize its lead to cash process. CK needs someone to analyze data and draw business insights, understand business processes, and guide the business to the best implementation for the project. Which role does CK need?. Business Analyst. Solution Architect. Salesforce Administrator.

The business analyst (BA) at Cloud Kicks is deep in planning activities for its Commerce Cloud implementation project. The project sponsor asks the team to adjust their efforts due to budgetary constraints. What should the BA do next?. Ask the project manager to re-prioritize requirements. Ask the project sponsor to request additional resources. Ask the project sponsor to increase the project budget.

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. Create a gap analysis that shows the difference between the old and new workflows and present it to the service team.

A business analyst (BA) at Universal Containers (UC) has been asked to improve the user experience (UX) of marketing employees who manage 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 CMO's 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?. Analytical. Inspiring. Accommodating.

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?. Put extra effort into following up with the sales team to get the requirements. Continue the requirements workshops and hope the sales team becomes more responsive. Shift focus to the support team since they are proactively providing requirements.

Universal Containers recently launched a solution that leverages Service Cloud for its North America (NA) customer support team. Planning has started for the second phase of the project which will expand the solution to include the Asia Pacific (APAC) customer support team. The APAC leadership team has indicated that its processes are similar to the NA team. The APAC team wants to see the high-level process areas that were used for the NA team so it can scope the key priorities for the overall business. The business analyst (BA) has scheduled a meeting with the APAC team. Which action should the BA take during the meeting?. Review the capability model from the NA implementation. Demo the end-to-end solution from the NA implementation. Share individual user stories from the NA implementation.

The finance team is rolling out a new sales process in Sales Cloud for opportunities that are Closed/Won. After meeting with the team, a business analyst (BA) realizes that several requirements for the new process will need further refinement. What should the BA use to keep track of changes to the process documents?. Version control. User story. Audit log.

Universal Containers is working with a business analyst (BA) to develop a solution to help the marketing department manage leads in Sales Cloud. The current solution meets the requirements, but the marketing team tells the BA they feel it is incomplete. What is important for the BA to consider when responding to the marketing team's feedback?. Intent of both parties. Acceptance criteria. Product limitations.

Northern Trail Outfitters (NTO) wants to address a recent group of complaints it received from the service team. The NTO Salesforce team was alerted that the current routing process is preventing cases from reaching the correct service team without manual intervention. Which action should the business analyst take to best understand and document the gaps in the current process and recommend a future state?. Engage in a live process modeling exercise with the service team. Review individual surveys and questionnaires from the service team. Organize a brainstorming session with service team leadership.

Surveys indicate that visitors to the Cloud Kicks' Experience Cloud site have difficulty locating purchase information for their online orders. A business analyst (BA) is tasked with creating a user story to improve the overall visitor experience when navigating the site. For which persona should the BA write this user story?. Customer. Customer service manager. Sales representative.

Universal Containers (UC) has brought in a business analyst (BA) to help implement an expensive AppExchange product in its Salesforce org to optimize the sales pipeline. The BA is free to speak to anyone at UC to gather the information they need to ensure success. The BA decides to speak to the stakeholders who are most impacted. Which key stakeholder(s) should the BA speak to first?. Sales users. Customer. VP of sales.

Universal Containers is nearing the launch date for its new Salesforce Loyalty Management program. The business analyst (BA) has ensured the user acceptance testing (UAT) plan has the proper test scripts. What is another important item the BA should look for in the UAT plan?. Timelines. Estimated cost. Process maps.

A business analyst is gathering requirements for an automation that triggers tasks when an opportunity status changes. The requirement is that the system must alert the finance team when an opportunity is won. What is an example of a well-written user story in this scenario?. As a finance team member, I need to know when an opportunity is won so that I can set up a billing account and update the account number. As an opportunity is won, a task must be created for the finance team to set up a billing account and update the account number. As the system, it needs to alert the finance team when an opportunity is won so they can set up a billing account and update the account number.

A lead business analyst (BA) for a Service Cloud implementation at Universal Containers has a strict deadline. Both the client's executive team and the project manager are eager to complete the discovery phase of the project and begin development. What are the key activities that the BA must complete prior to beginning development?. Eliciting requirements, documenting requirements, analyzing information, facilitating solutions. Eliciting requirements, writing user stories, implementing solutions, testing solutions. Eliciting requirements, analyzing requirements, facilitating solutions, implementing solutions.

The sales team at Universal Containers (UC) has been using multiple tools to track opportunities, leading to inaccurate forecasting and an unclear picture of UC's sales pipeline. UC has appointed a project team to implement Sales Cloud to help resolve these issues. The sales team doubts the new tool will meet their needs and is concerned it will be difficult to use. The business analyst (BA) assigned to the project knows the stakes are high to get the right solution in place. What should the BA do to gain the necessary buy-in and support from the sales team to ensure a solution meets the requirements?. Ask questions to understand their needs and focus on shared goals. Present the pros and cons of the decision by using logic and facts. Ask stakeholders to encourage the sales team to support the solution.

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

Universal Containers is working with a business analyst (BA) to document its lead process. The BA learns that leads come through the office phone line. The office administrator who answers the phone enters leads directly into Sales Cloud and saves them as new lead records. How should the BA capture this first step using Universal Process Notation?. Incoming Lead Call ──► ┌───────────────┐ ──► New Lead │ │ 1 │ │ │ Create Lead │ │ │ Office Admin │ │ │ Sales Cloud │ └───└───────────────┘. Sales Cloud ──► ┌───────────────┐ ──► Incoming Lead Call │ 1 │ │ Create Lead │ │ New Lead │ │ Office Admin │ └───────────────┘. Office Admin ──► ┌───────────────┐ ──► New Lead │ 1 │ │ Sales Cloud │ │ Create Lead │ │ Incoming Lead Call │ └───────────────┘.