Salesforce Certified Business Analyst (BA-201) Exam Practice Test Instant Access

Question 1

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?

AAble to monitor the sales team's performance

BAble to click the Run button on sales reports

CAble to view the sales team's reports

Answer : A

Question 2

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?

AShift the conversation from onboarding to the stakeholder's concerns.

BAsk the stakeholder to focus on the onboarding process.

CAdd the stakeholder's concerns to a 'parking lot' for further discussion.

Answer : C

The best practice for preventing a session from being derailed by an off-topic stakeholder is to use a ''parking lot'' technique. A parking lot is a list of topics or issues that are not relevant to the current session but may need further discussion or resolution later. The BA should add the stakeholder's concerns to a parking lot for further discussion, and acknowledge that they are important but out of scope for the current session. This way, the BA can keep the session focused on the onboarding process and avoid wasting time or losing engagement from other stakeholders. Reference: https://trailhead.salesforce.com/en/content/learn/modules/business-analysis-process-mapping/plan-and-facilitate-a-process-mapping-session

Question 3

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

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

ABusiness leaders, middle management, and end users

BSenior leadership, IT leadership, and middle management

CExecutive sponsors, IT leadership, and end users

Answer : A

Question 4

A cloud Kicks business analyst (BA) is conducting user interviews with the support team as part of a migration to Salesforce. Serval users indicate they use multi-factor authentication (MFA) on their phones to log in to existing systems. Other users have located they access existing systems with only username and password.

ASelect the requirement used by the majority of the support team.

Bverify the requirement with the security team.

CBring the requirement to the product owner's attention.

Answer : B

Question 5

A business analyst (BA) at Northeren Trail Outfitters has been asked to explain a sales process improvement idea and collaborate on a plan for implementation. Several sale users in various locations have been identified to participate.

Which technique should the BA use to optimize effectiveness and build a shared understanding of the idea and approach?

ADemo prototype

BVirtual whiteboard

COne-on-one meetings

Answer : B

A virtual whiteboard is a technique that a business analyst can use to optimize effectiveness and build a shared understanding of an idea and approach with sales users in various locations. A virtual whiteboard is an online tool that allows multiple participants to collaborate visually by drawing, writing, or annotating on a shared screen. It can help them brainstorm ideas, create diagrams, or give feedback in real time. A demo prototype is a technique that can be used to show how an idea works or looks like, but not to collaborate on it. One-on-one meetings are techniques that can be used to communicate with individual stakeholders, but not with a group. Reference: https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/collaboration-with-stakeholders https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/user-stories

Question 6

A few users have reported an issue with the recent Cloud Kicks?

Salesforce implementation.

What should the business analyst do first?

AGather requirements from end users.

BProvide additional end user training.

CCreate a high priority bug for a quick fix.

Answer : A

When addressing issues reported by users following a Salesforce implementation, the business analyst's primary responsibility is to understand and analyze the problem comprehensively before taking any corrective action.

Gathering Requirements: This step involves communicating directly with the end users to identify their issues and expectations. This ensures that the analyst has a clear understanding of the problem's root cause. Reference: Salesforce Business Analysis documentation emphasizes requirements elicitation and validation as critical first steps in identifying misalignments or implementation gaps.

Avoiding Premature Actions: Jumping to training or creating a high-priority bug may address symptoms rather than the actual problem. Salesforce implementation guides and best practices stress the importance of first understanding the user experience and system functionality through direct feedback.

Stakeholder Engagement: Engaging stakeholders and users is a critical phase outlined in Salesforce's business analysis processes. It ensures that the problem definition aligns with the users' needs and organizational objectives.

Follow-Up Steps: Once requirements are gathered, the next steps involve validating and analyzing the data, and based on findings, proposing appropriate solutions such as additional training, system adjustments, or bug fixes. Salesforce Business Analyst responsibilities include continuous alignment of implemented solutions with business needs.

This approach aligns with Salesforce's process-driven methodology for ensuring successful system adoption and user satisfaction.

Question 7

The business analyst at Northern Trail Outfitters receives a requirement from the CRM manager to have visibility into their team's queues to monitor open cases.

Which user story meets this requirement?

AAs a CRM manager, I need a record-triggered flow to view my team's work queues so 1 can monitor their open tickets.

BAs a CRM manager, I need to see my team's work queues so I can monitor their open tickets.

CAs a user, I need to see case queue to monitor my team's work.

Answer : B

The user story that meets the requirement is ''As a CRM manager, I need to see my team's work queues so I can monitor their open tickets''. A user story is a statement that describes what a user or stakeholder needs or wants from a system or solution in order to achieve a specific goal or outcome. A user story follows the format ''As a [role], I want to [action], so that I can [outcome]''. A user story helps to capture and communicate the business value and benefit of a requirement or feature. The user story that meets the requirement is ''As a CRM manager, I need to see my team's work queues so I can monitor their open tickets'' because it specifies the role (CRM manager), the action (see my team's work queues), and the outcome (monitor their open tickets). The other user stories are either too vague or too specific (A) to meet the requirement. Reference: https://trailhead.salesforce.com/content/learn/modules/salesforce-business-analyst-certification-prep/requirements-management