Salesforce Business Analyst Exam Practice Test Instant Access

Question 1

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?

AAs a finance team member, I need to know when an opportunity is won that 1 can set up a billing account and update the account number.

BAs an opportunity is won, task must be created for the finance team to set up a billing account and update the account the account number.

CAs the system, it need to alert the finance team when an opportunity is won so they can set up a billing account and update the account number.

Answer : A

This user story follows best practices in user story writing by addressing the 'Who, What, and Why':

Clear Perspective: The story is written from the perspective of the finance team member, ensuring the user's role and need are well-defined.

Action and Value: The 'what' (setting up a billing account) and 'why' (to support the opportunity won) are included, ensuring clarity and alignment with business goals.

Salesforce Guidance: Salesforce recommends framing user stories to reflect specific user needs, making the story actionable and valuable for the development team.

Question 2

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. MTO 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?

AAnalyze CSAT numbers with stakeholders to identify major pain points.

BFacilitate workshops with stakeholders to understand priorities.

CReview support team feedback survey results with stakeholders.

Answer : B

Facilitating workshops is the best way to guide conversations and identify meaningful process improvements:

Stakeholder Engagement: Workshops bring together diverse perspectives, enabling stakeholders to share insights and prioritize issues based on their impact and feasibility.

Interactive Problem-Solving: Salesforce's business analysis methodology recommends workshops as an effective way to identify root causes and collaboratively develop solutions.

Prioritization: The collaborative format helps stakeholders focus on key pain points and align on process improvements that deliver the most significant value.

Question 3

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?

ACreate a process map.

BCreate a capability model.

CCreate a value stream map.

Answer : A

Creating a process map is the most effective approach to identify the appropriate stage in the sales process for embedding the credit check:

Visualization of the Sales Workflow: A process map provides a step-by-step representation of the sales process, making it easier to pinpoint where the credit check should be integrated.

Alignment with Business Flow: By mapping the process, the BA can collaborate with stakeholders to ensure the credit check aligns with other sales activities and does not introduce unnecessary delays.

Salesforce Best Practices: Salesforce emphasizes understanding and documenting workflows to ensure any enhancements, such as credit checks, fit seamlessly into existing processes.

Question 4

Which step should a business analyst take to establish a connection with stakeholders during discovery sessions for a new Experience Cloud site?

AHighlight their related Salesforce certifications to showcase expertise.

BShare insights empathetically based on prior work that has solved similar problems.

CEnsure the workshop schedule considers time zones and language differences.

Answer : B

Establishing a connection during discovery sessions requires empathy and relatable expertise:

Building Rapport: Sharing examples from previous projects demonstrates understanding of stakeholder challenges and builds trust.

Solution-Oriented Discussions: Salesforce emphasizes empathy and relevant expertise to foster collaboration and align on project goals.

Effective Communication: This approach ensures stakeholders feel understood and confident in the BA's ability to address their specific needs.

Question 5

After the completion of the most recent sprint at Cloud Kicks (CK), the business analyst (BA) provided a demo of three user stories for the customer support solution to a senior executive. During the demo, the BA showcased the following Salesforce functionalities:

1. Searching for an account

2. Creating a new case

3. Closing a case

After the demo, the BA received poor feedback stating that the executive was unsure about the definition of a "case."

What should the BA do differently in the next demo?

AConfirm each user story includes a clear who, what, and why.

BUpdate the environment to use language specific to CK.

CExplain that the term is a Salesforce industry standard.

Answer : A

User stories should follow the 'Who, What, Why' format to ensure clarity and relevance:

Avoiding Ambiguity: The feedback about the unclear definition of 'case' highlights a lack of context in the user story. Following the 'Who, What, Why' format ensures that stories are understandable to all stakeholders.

Best Practices: Salesforce recommends well-structured user stories to communicate functionality clearly during demos and workshops.

Stakeholder Alignment: Including the 'why' links functionality to business value, helping stakeholders understand the purpose of features showcased.

Question 6

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?

AThe solution with the lowest cost

BThe solution with the fastest implementation time

CThe solution with the highest business value

Answer : C

When recommending a solution, especially under constraints such as a limited budget and tight timeline, the focus should be on delivering the highest business value. This approach ensures that the chosen solution effectively addresses the most critical needs of the business, providing significant benefits that justify the investment. While cost and implementation time are important considerations, the primary goal is to enhance customer service and satisfaction through the self-service portal, thereby achieving strategic business objectives. Selecting the option that offers the most substantial impact on service quality and customer experience, even if it's not the cheapest or quickest, will provide long-term benefits to the organization.

Question 7

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?

AGoverning bodies

BThird-party vendors

CBuyers and customers

Answer : C

For a project like developing a new inventory forecasting application on an Experience Cloud site, identifying key external stakeholders is critical for ensuring that the solution meets the end-users' needs. Buyers and customers are the primary users of such a platform and are directly impacted by its functionality and performance. Involving them in determining project priorities helps to align the development efforts with the actual market demand and user expectations, leading to a more successful and user-centric solution.

Salesforce Business Analyst Salesforce Certified Business Analyst Exam Practice Test