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Salesforce Certified Business Analyst Sample Questions:

1. A business analyst (BA) conducted a group workshop with stakeholders to understand and document in-scope business processes. The BA feels there are gaps between process steps.
What should the BA do to close the gaps or confirm the process steps?

A) Conduct elimination with stakeholders regarding their parts of the process.
B) Review the documentation to ensure that information gathered about the process is correct.
C) Using strategy analysis, define models of how gaps in the business process can be resolved.

2. 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?

A) Engage in a live process modeling exercise with the service team.
B) Organize a brainstorming session with service team leadership.
C) Review individual surveys and questionnaires from the service team.

3. During a project kick off for a multi-year transformational Sales Cloud project at Universal Containers, the business analyst (BA) heard the executive team discuss the challenges that the sales team Is having with their legacy solution: opportunity funnel, data hygiene, and forecasting Issues. However, the level of detail shared about the challenges was very limited.
What should the BA do next?

A) Clone the features of the legacy solution within the new Sales Cloud org.
B) Start writing epics and user stories that discuss the challenges mentioned.
C) Schedule a ride-along with the sales team to learn more about their goals.

4. 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 it is incorrect.
What should the BA do to provide the product development team with more accurate information about the onboarding team's process?

A) Review survey feedback again to better understand pain points in the existing onboarding process.
B) Conduct individual interviews with each team member to gather more information about the existing onboarding process.
C) Meet with key project stakeholders in a live workshop to build consensus on the current and desired onboarding processes.

5. 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?

A) Use customer terminology and language.
B) Use Salesforce terminology and language.
C) Use industry terminology and language.

Solutions: