Salesforce Business Analyst_Part1

Universal Containers has asked a business analyst (BA) to create a process map indicating how it is using Marketing Cloud to manage its campaigns. In a process map that uses Universal Process Notation (UPN), the BA has marked each activity box with a resource. What does an activity box marked "C Customer' mean?. The customer should be responsible. The customer should be informed. The customer should be consulted.

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.

Northern Trail Outfitters (NTO) wants to leverage the power of Sales Cloud to implement its lead to cash process. A business analyst (BA) is tasked with understanding NTO's current processes, identifying areas of improvement, and communicating it effectively to stakeholders. What should the BA use to accomplish the goal?. Business analysis plan. Process mapping. Change management.

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.

A business analyst (BA) at Northern Trail Outfitters is preparing for a user acceptance testing (UAT) session for a global Sales Cloud project. What should the BA do to engage the business most effectively during UAT"?. Hand or ownership for writing, reviewing, and executing UAT scenarios, providing feedback, and approval for release to business stakeholders. Work with quality assurance analysts to collaborate in writing, reviewing and executing UAT scenarios, providing feedback, and approval for release. Work with business stakeholders to collaborate in writing, reviewing, and executing UAT scenarios, providing feedback, and approval for release.

Northern Trail Outfitters is implementing Marketing Cloud. Stakeholders are having a difficult time conceptualizing how Marketing Cloud uses insights to create journeys. The Business analyst (BA) has been asked to show stakeholders how it works so the implementation project can move forward. Timelines are two tight to present a demo, and approval from stakeholders is needed soon in order to keep the project on track. What should the BA do to help stakeholders visualize how it will work?. Create a UPN (Universal Process Notation) diagram. Build a capability model. Schedule a storyboarding session.

The business analyst (BA) on the Salesforce development team at Northern Trail Outfitters is leading a requirements elicitation workshop about the process for onboarding new wholesale partners. While whiteboarding the process, one stakeholder continuously interrupts and points out inefficiencies with invoicing and delivery processes. What should the BA do to prevent the session from being derailed?. Shift the conversation from onboarding to the stakeholder's concerns. Ask the stakeholder to focus on the onboarding process. Add the stakeholder's concerns to a "parking lot" for further discussion.

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.

Universal Containers has a Salesforce Knowledge base solution; however support agents have indicated that the system has duplicate knowledge articles. The agents have requested a feature that allows them to compare articles side-by-side and merge the articles. While researching solution option, the business analyst (BA) noticed an idea in the Salesforce IdeaExchange that directly addresses this requirement. The idea is in beta testing and will generally available in the next release. What should the BA suggest?. Ask the support manager to wait until the idea is released. Ask the Salesforce Account Executive to release the idea early. Ask the development team to build a custom solution based on the idea.

The business analyst (BA) at Northern Trail Outfitters is writing user stories about a Case creation feature within Service Cloud for an upcoming sprint. This feature overlaps with another feature that is being developed in the current sprint. The BA is working with the technical team to identify metadata dependencies across features to prevent overwriting before the release. What should the BA use?. Setup Audit Trail. Change Sets. Version control.

Northern Trail Outfitters is Updating Its customer portal built on Experience Cloud. The team has drafted a user story: "As a customer, I want to be able to chat with a support agent and view my account, see my orders, and ask questions via the customer portal. What should a business analyst do to improve this user story?. Estimate how long it will take the technical team to complete the story. Include specific information about potential Salesforce solutions. Adjust the goal of the user story to be independent.

The quality assurance (QA) team at Cloud Kicks is reviewing user stories to write test scripts. The QA team is having difficulty with a specific story where a modification to an existing flow is needed for a custom object. The QA team is unable to discern what needs to be tested as a result of the updated flow. What should the business analyst review and revise to provide more clarity to the QA team?. The who, what, and why of the user story. The definition of done of the user story. The acceptance criteria of the user story.

A sales manager expresses 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.

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.

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.

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

Which Information should the BA gather during the initial discovery meeting?. Employee review cycle for the support team. Limitations of the current support process correct. A Contact information for key stakeholders.

A business analyst at Universal Containers has begun user acceptance testing for a new Experience Cloud implementation with the project team. A major gap for one of the personas was identified in the documented scenarios. What went wrong?. Failure to include all stakeholders in the requirements gathering process. Failure to unit testing during the development process. Failure to validate the application against the functional requirements.

Cloud Kicks hired a new business analyst (BA) to join an experienced cross-functional team that has successfully delivered high-quality Salesforce solutions to global stakeholders. The BA wants to quickly become a trusted advisor to the team. What should the BA do?. Focus on the task at hand instead of on individual team members. Avoid exposing one’s own mistakes to the team. Tell the truth in difficult situations.

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.

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?. Gap analysis document. INVEST checklist. Numerical framework.

Universal Container (CU) has brought in a business analyst 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 should the BA speak to first?. VP of sales. Sales Users. IT leaders.

The user acceptance testing (UAT) of a solution has passed. During the code review process, a technical team found that the Apex code fails to meet Salesforce coding standards which makes it challenging to maintain over the long term and may create performance issues. The business analyst has identified this as an issue that prevents deployment to production. Which principle of Agile methodology does this violate?. Sprint retrospective. Definition of done. Iterative development.

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?. SIPOC (Suppliers, Inputs, Process, Outputs, Customers). Capability Model. Value Stream Map.

Northern Trail Outfitters (NTO) has acquired a competitor. The agreement is to migrate the acquired company into NTG's Technological Platforms. One of its challenges is to offer a unified customer experience while strengthening the relationship with its customers. The business analyst (BA) has been asked to translate the business objectives and assemble an improved and standard customer experience. Which strategy should the BA use to accomplish the goal?. Understand business objectives, define the intention and audience, conduct user experience research, analyze the research results, and design an improved new user experience. Understand business objectives, define the intention and audience, lead a journey mapping workshop, find opportunities for improvement, and update the journey map. Understand business objectives, determine company culture, evaluate processes and user experiences, interview stakeholders, and add improvements to the integration roadmap.

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) need 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 launches of the current state. Journey Mapping. Process Mapping. Whiteboarding.

The executive director of Universal Containers (UC) plans to purchase additional Salesforce Incenses. The director recently hired a business analyst (BA) to lead a series of journey mapping sessions. The director wants the Journey mapping sessions to be tailored to the features and capabilities that are currently available in UC’s Salesforce environment. Which information does the BA need to determine the features and functionality UC can implement while avoiding additional costs? Options: Organization edition and license type. Storage capacity and license type. Number of active users and license type.

The business analyst (BA) at Northern Trail Outfitters needs to create a current state process map for a Service Cloud implementation with its retail division. The BA needs a simple diagramming notation for the process map that is applicable across all industries, provides context for metrics and management decisions, and supports regulatory considerations. Which diagramming notation should the BA use for the process map?. Business Process Modeling Notation (BPMN). Universal Process Notation (UPN). Unified Modeling Language (UML).

At the start of a new Agile development project, the Universal Containers' product owner asked the business analyst (BA) to clearly define the intended results of the work based on stakeholder needs. The development and implementation teams will use the intended results to plan product decisions. The definition should avoid assumptions and focus on stakeholder value. Which element should the BA choose to define the intended results?. Requirements. User stories. Epics.

The Salesforce project team at Universal Containers is reviewing a backlog of user stories to add to an 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. Delete the definition of done. Verify acceptance criteria.

Universal Containers (UC) stores information about its containers in the standard Salesforce Product object. UC deals with data integrity issues, such as the Container Color field fails to update on all containers when the color is updated on a Container Product Line. The project owner mentioned that a previous consultant recommended that UC move to a more normalized data model to represent its containers. What should the business analyst review to learn more about the previous consultant's recommendation?. Entity Relationship Diagram (ERD). System requirements specification. Change request logs.

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).

Which step should a business analyst take to establish credibility and convey empathy with stakeholders during discovery sessions for a new Experience site?. Describe work with other companies that has solved similar problem. Ensure the workshop schedule consider time zone and language differences. Reiterate the project objectives and the KPIs that will be tracked.

Northern Trail Outfitters has decided to implement Sales Cloud. A business analyst (BA) has been assigned to document the requirements for this project. What should the BA include in these requirements?. Detailed documentation of technical solution. Test scripts to validate requirements. High-level description of required functionality.

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.

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.

The business analyst is working with a stakeholder on a Salesforce project. The stakeholder needs an approval process on contract submissions. Sales managers want to see all contracts when the discount is greater than 20%. They will decline any contracts with a discount that is greater than 25%, but they want visibility into other highly discounted contracts. Which acceptance criteria is the most effective for this scenario?. A sales manager wants to be notified when a contract has been submitted with a discount greater than 20% so the manager can approve or decline a discounted price. Users in a sales manager role should have access to a button on contracts to click to approve or. A sales manager wants to be able to approve contracts with a large discount and they need a validation rule related to contract discounts greater than 25%.

Cloud Kicks (CK) needs to implement an event management system within Salesforce. After researching potential solutions, a managed package meets the majority of CK s business requirements. However, the CRM director has expressed a desire to heavily customize an open source solution. Which benefit of using a managed package versus an open source solution should the business analyst share to help the CRM director make a decision?. Managed packages are easily customizable to meet CK's exact requirements. Managed packages are updated automatically with each Salesforce Release. Each version of a managed package on the AppExchange undergoes a security review.

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.

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 WTO's customers. The business analyst (BA) needs to complete the org impact analysis. Which reference should the BA consult to understand the integration pattern?. Salesforce Solution Kits. Solution Architecture Diagram. Business Requirements Document.

The business analyst (BA) at Universal Containers (UC) wants to understand why UC failed to meet a deployment date for its product go live while following the Agile process. According to the BA's research, the developers lacked a sense of the work in progress and the intended goal of that work, and the QA team was unable to clearly test the functionality based on a given persona. Which step should the BA take next?. Create a SWOT (Strength, Weakness, Opportunity, Threat) analysis to understand why development and testing took more time. Move the deployment date out so the teams have more time to work. Review the user stories to ensure they are small, testable, and valuable.

A business analyst (BA) discovers that universal Containers automated case assignments in Service Cloud. UC uses case assignment rules to route cases to predefined team. The UC leadership team wants to improve how cases are routed. What should the BA recommend to help the resolve a common obstacle?. Minimize case escalations to reduce time to resolution. Migrate from case assignment rules to Omni-Channel. Document the current case assignment process.

. Business analyst (BA) at Universal Containers looks at the user stories for a new implementation of the for salesforce Customer Data Platform (CDP) and notices they are too large. The BA recommends that the large Dries be broken down into smaller stories which will decrease the future level of effort for subsequent ac. Which activity will be mast impacted by breaking down the user stories?. Estimation. Defining the persona. Acceptance criteria.

A business analyst (BA) at Universal Containers (UC) has been asked to improve the user experience (UX) of marketing employee who manages webinar dat a. 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.

Universal Containers has just been notified by authorities that govern the shipping industry of new regulatory requirements. To comply, they are several existing processes built on Salesforce that will need to change. A business analyst (BA) will help describe the additional business needs imposed by the new regulations. Which type of document should the BA prepare?. Audit Log. Current state analysis. Gap Analysis.

Over the past month, a business analyst (BA) has worked with various stakeholders at Cloud Kicks to document requirements for an upcoming Tableau implementation. A stakeholder suggested a revision to the requirements. The BA sent the updated requirements to the stakeholders and they signed off. Where should the BA track this milestone?. Statement of work. Change log. Sprint plan.

The business analyst (BA) at Northern Trail Outfitters is getting ready to kick off a new Service Cloud project with the retail division to turn on the Web-to-Case functionality. The BA wants to better understand business processes so they can accurately scope the project. Which type of documentation should the BA utilize?. Current state analysis. Object models. Use cases.

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?. Estimated cost. Timelines. Process maps.

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?. Communication template. Business backlog. Version control.

Cloud Kicks (CK) wants its sales team to use Sales Cloud to decrease its lead conversion time. The business analyst (BA) will analyze and break down CK's typical sales cycle. How can process mapping help the BA get started on this project?. It can show the relationship between the steps and actions in the sales cycle to communicate and understand the current state, and to identify areas for improvement. It can model changes in the current customer experience, analyze each change's potential for impact, and help visualize potential improvements in the sales cycle in advance of the solution design. It can display complex ideas in a consistent format, highlight blockers and impediments to help stakeholders quickly assess issues in the sales cycle, and see the project timeline at a glance.

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

Cloud Kicks needs to revamp its support process to improve the customer experience and has asked the Service Cloud team to collaborate with the business analyst (BA). The BA has scheduled an initial live process mapping session with all stakeholders and received the following calendar responses. What should the BA do?. Hold a one-on-one diagram session with each stakeholder before the workshop. Proceed with the workshop as scheduled with the stakeholders who are available. Cancel the workshop and reschedule it to a date when all stakeholders are available.

Sales leadership at 230Cloud Kicks (CK) is concerned about the limited adoption of Salesforce at the company. Salesforce implementation includes many custom pages. Multiple users have complained about wa.t.ng a long time for key functionality to display. Monitor the Lightning Usage App. Run the Lightning page layout. Enable Debug Logs.

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? Options: 1. Review information from the discovery. 2. Ask clarifying questions. 3. Draft requirements. 4. Share requirements with the technical so they can begin building. 5. Create user acceptance criteria and test cases. 1. Review information from the discovery. 2. Draft requirements. 3. Ask clarifying questions. 4. Draft user stories. 5. Share user stories with the technical team so they can begin building. 1. Review information from the discovery. 2. Ask clarifying questions. 3. Draft requirements. 4. Refine and confirm requirements. 5. Prioritize which requirements will be included in the minimum viable product.

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?. Organize requirements. Validate requirements. Prioritize requirements.

Cloud Kicks wants managers to be able to approve time-off requests in Salesforce. A business analyst (BA) wrote the following User Story. "As a manager, I want to communicate the status of time-off requests with employees so that I can increase employee satisfaction.' 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. Why does the BA need to make a change to improve the user story?. The acceptance criteria is too vague. The user story is too large to test. The acceptance criteria should be solution focused.

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.

After stakeholders formally signed off on requirements, the business analyst (BA) received numerous emails requesting changes to salesforce during user acceptance testing UAT. The BA quickly became overwhelmed by the requests and needs a way to organize and prioritize them. What should the BA use to help them organize these requests?. Scope statement specification. Gap analysis document. Change request log.

Universal containers has asked a business analyst (BA) to assist the sales management team with a request for a new picklist field called “lost reason” on the opportunity object with the goal of improving pipeline reports. After mapping the managers to the sales leader persona and obtaining feedback from them, the BA has discovered that the managers want to better understand Closed/Lost Opportunities so they can help sales teams close more deals. Which option should the BA use to construct the user story?. As a sales leader, I want to see more details on Closed/Lost Opportunities so I can help the sales team improve close rates. As a sales team member, I need additional enablement training and reporting information to help improve close rates. AS a sales leader, I need a new "Closed/Lost Reason" picklist field on Opportunities and better reports to help the sales team improve close rates.

A new employee at Universal Containers just sent the business analyst (BA) a Slack message with an named User3tories_v37_final_final_final.docx. Which best practice should the 6A train the employee on fir. Use standard naming conventions. Use acceptance criteria to define success. Use a version control repository.

The product owner at cloud kicks wants to know which user stories fail user acceptance testing (UAT) and the potential impact on the other successful user stories. currently user stories are stored in a shared spreadsheet. What should a business analyst recommend to ensure UAT results are documented securely?. Give all stakeholders the ability to edit the shared spreadsheet. Enable history tracking in the shared spreadsheet. Ask each tester to download and update their own copy of the shared spreadsheet.

Universal Containers has chosen to leverage Experience Cloud to create an engaging site for its customers. The business analyst (BA) leading this project needs to validate that the requirements meet the goal. What should the BA do the ensure alignment?. Circulate the requirements to stakeholders, incorporate feedback, and obtain sign-off. Survey customers to confirm whether the new site meets their requirements. Conduct a whiteboard session to ensure the requirements are accurate.

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 customers 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. 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.

A business analyst (BA) at Cloud Kicks is preparing for a user acceptance testing (UAT) session to release a record-triggered flow that notifies account and opportunity owners once a quote has been accepted. What should the BA do during UAT to ensure the solution meets the requirements?. Work with the quality assurance (QA) team to perform UAT in a sandbox. Work with the solution architect to perform unit testing in a sandbox. Work with subject matter experts to perform UAT in a sandbox.

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 BA to calculate the success rate. How is the success rate calculated?. Number of passed test cases divided by total number of test cases. Total number of test cases divided by number of passed test cases. Number of failed test cases divided by total number of test cases.

Cloud Kicks (CK) is expanding and has many different departments in manufacturing and delivery. CK needs to prepare for a new Sales Cloud implementation for its 6000 users. To increase adoption, the BA wants to break down existing silos between the manufacturing and delivery departments. Which planning approach should the BA take the get buy-in from users?. Recommend clear ownership for the platform and identify executive sponsors. Document user requirements from each department during discovery sessions. Assign a team to start building a prototype of product functionality.

Northern Trail Outfitters is eliciting feedback from a small number of key stakeholders within the organization for improvements to the current opportunity pipeline process. One of the stakeholders has a tendency to dominate the conversation which takes the group off topic and interferes with meeting the objective. How should the business analyst collaborate with the key stakeholders?. Conduct a group brainstorming session to generate ideas. Conduct a focus group to identify pain points. Conduct individual interviews to gather input.

A business analyst (BA) at Northern Trail Outfitters (NTO) is assigned to a project to help revamp NTO’s sales process. The current process used by the sales team is different than the process outlined in NTO’s documentation. Which step should the BA take first?. Create an Entity Relationship Diagram (ERD) of the current state. Meet with stakeholders as a group to capture future requirements. Meet with stakeholders as a group to understand the current state.

Northern Trail Outfitters has hired a business analyst (BA) to help revamp the order management process. During the backlog refinement session, the BA discovers that a few user stories are no longer needed. What should the BA do next?. Move the user stories in the backlog. Review these user stores in the backlog at the next sprint retrospective. Cancel these user stories and remove them from the backlog.

The operations team at Universal Containers is developing a new inventory forecasting application available on its Experience Cloud site. Management wants to identify key external stakeholders to assist with determining project priorities. Which external stakeholders should the business analyst recommend?. Third-party vendors. Governing bodies. Buyers and customers.

A new business analyst (BA) just started working at Northern Trail Outfitters (NTO). The BA has been tasked with implementing Service Cloud for NTO’s international support team. Which information should the BA gather during the initial discovery meeting?. Contact information for key stakeholders. Employee review cycle for the support team. Limitations of the current support process.

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 system. Other users have indicated they access existing systems with only a username and password. Which action should the BA take?. Select the requirement used by the majority of the support team. Verify the requirement with the security team. Bring the requirement to the product owner’s attention.

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?. Process map. Capability map. Journey map.

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 it 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.

The business analyst at Cloud Kicks received verbal acceptance of all user stories by the product owner and set the status of the user stories to "Ready for Development" on a spreadsheet. The development team later reports they are unable to confirm which user stories are ready to be built. What is the most likely reason for this issue?. The user stories were linked to the incorrect business process map. The user stories were saved outside of a shared repository. The definition of done for the user stories was unclear.

Universal Containers wants to streamline a complex business process. The business analyst (BA) assigned to the Service Cloud project is creating a business process map of the existing process. The BA is having difficulty documenting the process because there is disagreement among the stakeholders about the steps that are being followed. Which recommendation should the BA make to help the stakeholders reach agreement about the process?. Refer to the Responsible, Accountable, Consulted, Informed (RACI) chart to determine who is accountable. Focus on the inputs and outcomes of the current process. Brainstorm ideas to make the process more efficient.

On retail location of Cloud Kicks has been getting complaints from shoppers about being unable to find items in store. The general manager has asked IT to configure tablets for the sales clercks so they can move freely around the store to assist customers. The IT team writes a functional requirements : • 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 requirements?. As a general manager, i want sales clerks to have tablets so they can help customers find items. As a sales clerk, i want to see item availability and locations to help customer find items. As a customer, i want sales clerk to have access to item availability to help them find items.

After reviewing a technical demo, The Northern Trail Outfitters sales leadership team wants to make adjustments to the original requirements around Sales Clouds opportunity management. What the Business Analyst do to manage the requested changes?. Update the change request log and draft a new user story. Update the gap analysis document and scope statement specification. Update the change management document and user acceptance testing plans.

The Business Analyst 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?. Scope statement specification. Function requirement specification. Business analysis plan.

A business Analyst (BA) is meeting with business leaders to elicit and document functional requirements specifications related to its new Salesforce implementation. The BA will also document the functionality this system should provide so it can be developed into work item. What is the name of documentation type?. Business analysis plan. Use case. User story.

A business analyst (BA) is working on a request from a sales leader at Universal Containers. The sales leader has noticed the quality of information on new leads has declined recently. After completing their initial research, the BA concludes that the salesforce lead intake form needs to be update to include only essential information. Since several sales team use the intake form, the BA must get alignment from all of the groups. How does whiteboarding help the BA collaborate with multiple stakeholders ?. It provides a single document in a central location for stakeholders to contribute, allowing each group to provide feedback on their own, instead of requiring everyone to meet and discuss together. It provides a script to follow with suggested questions and prompts, identifies exactly what each group needs in order to be successful, and the final version acts as the business requirement document. It builds a shared understanding of the current state, creates a spaces for everyone to contribute since the activity feels shared, and guides the conversation while maintaining engagement.

Universal Containers (UC) needs a Quip template to create Account plans. UC’s business analyst has been tasked with documenting requirements for this initiative. During one of the business requirements gathering sessions, a sales manager notes that It’s important the new template is user-friendly and only accessible to the account team. Which option captures this requirement?. Make the template user-friendly and accessible only by members of the account team. Accessible by members of the account team. The sales manager can make the template user-friendly.

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’s framework.

At Universal Containers a Business Analyst (BA), solution architect, lead developer, quality assurance lead, and other team members need access to user stories as a part of Agile lifecycle as part of enhancements to a Marketing Cloud integration project. What should the BA do to give all team members access and visibility to the most recent user stories as the project in motion?. Define a common repository to hold all user stories and track changes over time. Send email to stakeholders with all of the changes to the user stories. Allow each team member to merge all user stories at the end of the acceptance testing.

The Cloud Kicks Business Analyst(BA) is frustrated because the requirements tracking spreadsheet is often incomplete or out of sync for the Slack transition project. The development team has recommended that the BA use a DevOps tool as an alternative. What are the benefits of using a DevOps tool in this situation?. Track changes in real time and provide a single source of truth. Track changes for the testing team and provides access to the user stories. Track changes on a daily basis and provides a history of changes.

The Sales team at Cloud Kicks is rolling out a new sales methodology. to incorporate the request changes, the Business Analyst working with the technical team identifies several integrations that touch the Opportunity object and could be impacted by the changes. the project managers wants the solution to include unit testing, code reviews, and functional testing. What does the project team need to agree upon to ensure the work is ready to be deployed?. User acceptance criteria. Entity relationship diagram. Definition of done.

Universal Containers (UC) has scheduled a meeting with stakeholders, business analysts (BAs) and technical resources to review user stories. A BA reviews the user stories in advance of the meeting and notices that some best practices have been ignored. the first user story is focused on escalating cases in Service Cloud : “The customer service agent needs the ability to escalate a case so they can assign high risk cases to tier 2 support for faster resolution” Acceptance criteria : 1- add permission set 2- user can escalate cases 3- create fields on the Case Object 4- reports Which best practice was ignored?. The “what” of the acceptance criteria was negotiable. The “who” of the user story is well-defined. The “why” of the user story is focused on user need.

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 hears that the VP of services and support wants to implements omnichannel for NTO’s Service Clouds. What should the BA do first to ensure the ongoing success of the project?. Encourage the project stakeholders to think of various ways to solve the cases differently before deciding a specific solution. Configure a proof-of-concept demo within a sandbox enviroment to shows the pros and cons of the requested solution. Produce a gap analysis document that will show the ways the requested solution can solve the limitations of NTO’s current system.

Universal Containers (UC) wants to overhaul its Service Cloud implementation and has hired a consulting company to help drive requirements. In an effort to gain more information about the project, the business has begun to review UC’s structure to understand the functions of each department, how departments interact, and who reports to whom within UC. Which technique is the BA using?. Enterprise Analysis. Stakeholder Analysis. Strategy Analysis.

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 before a future state is proposed to key stakeholders?. manage project integrations with technical team. Hold a kickoff meeting to set expectations with the project team. Discuss project trade-offs with the executive sponsor.

Northern Trail Outfitters (NTO) has a large Salesforce org with sales, marketing and billing teams pushing for the development of a large number of items in the backlog. Which management process should the business analyst suggest to help the teams allign on their competing priorities?. Integrated Definition for Process Description Capture Method (DEF3). Vision, Values, Methods, Obstacles, and Measures (V2MOM). Business Process Modeling Notation (BPMN).

The Salesforce team at Cloud Kicks is reviewing the sales team’s business processes. During a review session, the BA notices that quantifiable benchmarks have yet to be established. Why is it a best practice to establish benchmark to evaluate the existing processes?. Shows tangible impact from changes to process. Prove processes are out of date and require a new solution. Compares processes again’st Ck closest competitors.

The BA at Cloud Kicks has been interviewing customer service team members who ease Service Cloud to understand the step 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. Data modeling. Value stream mapping.

A business analyst (BA) is working with stakeholders at Universal Containers to walk through a potential solution for the lead routing and qualification process. The solution will include automated and manual features. Which artifacts should help the BA illustrate the vision of a solution to stakeholders?. Detailed user stories with technical documentation about the existing process. Collected pain points from people who follow the existing process. Annotated process flows with modifications to an existing process.

A business analyst (BA) at Northern Trail Outfitters is mapping a workflow process to onboard a new user group to a Service Cloud implementation. Which level of detail should the BA use for the process map and why?. Simple - A-high-level- overview of the process is sufficient to show a new user experience. Somewhat detailed - Since the process will be repetitive, new user will learn and remember the details. Very detailed - It should be prescriptive for new user following an unfamiliar process.

A business analyst has been asked to evaluate all the reporting tools that the Universal Containers (UC) currently uses, include CRM Analytics, to identify gaps and overlaps in functionality. Which tool would help UC understand the existing functionality?. Process map. Value stream map. Capability model.

NTO is working with an implementation partner to transform its customer support team with Service Cloud. A new 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?. Reset project expectations at the next meeting with the stakeholders. Set up a casual meeting to create a personal connection with the stakeholders. Ask an executive sponsor to address the stakeholder’s concerns.

BIS Management at Cloud Kicks has asked a business analyst (BA) to gain alignment from a group of people to determine what is in scope and out of scope on a Salesforce project. Which group should the BA include early in the scoping progress?. Stakeholders. Personas. Scrum team.

The product development team at Northern Trail Outfitters is creating a process within Salesforce to onboard new retail employees. The business analyst (BA) creates a current state process map by interviewing a few members of the onboarding team using email questionnaires. After presenting the process map to the entire onboarding team, the BA receives feedback that is incorrect. What should the BA do to provide the product development team with more accurate information about the onboarding team’s process?. Meet with key project stakeholders in a live workshop to build consensus on the current and desired onboarding process. Conduct individual interviews with each team member to gather more information about the existing onboarding process. Review survey feedback again to better understand pain points in the existing onboarding process.

The business analyst (BA) at Northern Trail Outfitters is getting ready to kick off a new Service Cloud project with the retail vision to turn on the Web-to-Case functionality. The BA wants to better understand business processes so they can accurately scope the project. Which type of documentation should the BA utilize?. Object models. Use cases. Current state analysis.