Salesforce Business Analyst Exam Practice Test Instant Access

Question 1

A business analyst (BA) has been assigned to a new project with Universal Containers. The program manager has shared a variety of documents with the BA prior to the project kickoff.

Which document will help the BA understand the project's goals, stakeholders, background, and scope?

ASystem Requirements Specification (SRS)

BStatement of Work (SOW)

CMaster Service Agreement (MSA)

Answer : B

The Statement of Work (SOW) provides the BA with an overview of the project's objectives, scope, and stakeholders:

Project Goals and Scope: The SOW typically outlines the purpose of the project, high-level deliverables, and boundaries.

Stakeholder Identification: It identifies key players and their roles, ensuring the BA understands the parties involved.

Background Information: The SOW includes contextual details about the business problem or opportunity driving the project, aiding in effective discovery.

Salesforce documentation emphasizes the importance of the SOW as a foundational document for project alignment.

Question 2

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?

ABe Your Customer

BKnow Your Customer

CConnect With Your Customer

Answer : B

The step 'Know Your Customer' occurs before the first requirements workshop as part of the customer-centric discovery process:

Understanding Background and Needs: This step focuses on researching the client's business, challenges, and goals to tailor the discovery process effectively.

Preparation for Workshops: Salesforce recommends thoroughly understanding the customer's context to ensure relevant and productive workshop discussions.

Customer-Centric Approach: Knowing the customer aligns with Salesforce's best practices for delivering value-driven solutions through empathy and preparation.

Question 3

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?

AEnable Debug Logs.

BMonitor the Lightning Usage App.

CRun the Lightning page layout.

Answer : B

The Lightning Usage App provides insights into user behavior and performance issues:

Identifying Bottlenecks: It highlights slow-loading pages and underused custom components, helping identify the root cause of user frustration.

Improving Adoption: Insights from the Lightning Usage App inform optimization efforts, ensuring key functionalities are accessible and user-friendly.

Salesforce Guidance: Salesforce recommends using this tool for performance and adoption monitoring, offering actionable data for system improvements.

By addressing these issues through data-driven analysis, the BA can propose meaningful optimizations to improve adoption and usability.

Question 4

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?

ACreate a functional requirement for accessibility standards.

BCreate a non-functional requirement for accessibility standards.

CCreate a user story for accessibility standards.

Answer : B

Legal accessibility standards fall under non-functional requirements (NFRs), which define system constraints or quality attributes:

Applicability: NFRs like accessibility apply universally to the solution, ensuring compliance with ADA, Section 508, and WCAG standards, as mandated for many Salesforce projects.

Consistency Across Features: Documenting accessibility as an NFR ensures the requirement is enforced universally and is not tied to specific functional user stories.

Industry Alignment: Salesforce emphasizes capturing non-functional needs to meet legal and organizational standards effectively.

Question 5

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?

APostpone the discussion and email the sales team leadership to clarify the opportunity stages.

BCreate a Process Map detailing opportunity stages, then schedule a meeting with the sales teams for review.

COpen the production org, navigate to Sales Processes in Setup, and review the opportunity stages.

Answer : B

Creating a Process Map and involving stakeholders is the best way to achieve consensus:

Visualization: A process map graphically illustrates the current opportunity stages, helping stakeholders visualize and understand discrepancies in their practices.

Collaborative Review: Scheduling a meeting allows team members to align on agreed stages, fostering cooperation. Salesforce Business Analysis guidance encourages such collaboration to resolve conflicts and drive unified processes.

Foundation for Updates: This approach provides a baseline for refining Salesforce configurations, ensuring the solution reflects unified sales workflows.

Question 6

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.

How should the BA resolve the issue?

ADetermine the most commonly used process.

BAsk the security team to confirm company policy.

CAsk executive leadership to make the decision.

Answer : B

When resolving conflicting user practices, consulting the security team ensures compliance with organizational and regulatory standards:

Policy Confirmation: Salesforce emphasizes the importance of aligning system configurations, such as multi-factor authentication (MFA), with the company's security policies.

Consistency and Compliance: By confirming with the security team, the BA ensures the Salesforce implementation adheres to company-wide requirements and prevents unauthorized access or deviations from compliance mandates like GDPR or HIPAA.

Best Practices: Relying on established company policies avoids arbitrary decisions and ensures uniformity across user authentication processes.

Question 7

Cloud Kicks (CK) wants the business analyst (BA) assigned to its Salesforce transformation project to help it achieve organizational success.

The BA guides CK through a set of activities that provides tangible value and helps CK reflect on the nature of its business and the value it provides to customers.

Which strategy is the BA employing?

AThe five ways to build trust

BThe five most important questions

CThe five W's and an H

Answer : C

The 'Five W's and an H' framework---Who, What, When, Where, Why, and How---is widely used to ensure comprehensive understanding and strategy development:

Holistic Analysis: By guiding CK through questions addressing these dimensions, the BA ensures thorough exploration of organizational goals and challenges.

Value-Driven Approach: This aligns with Salesforce's strategy of deriving business value and insights through discovery sessions, which ultimately enhance customer satisfaction and project success.

Framework Alignment: Salesforce documentation encourages asking fundamental questions to uncover the full scope of business processes and expected outcomes, which is exemplified in the use of the 'Five W's and an H.'

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